Bitrix24 tasks have a rich functionality, different views, and robots. Parameters and events of tasks are available through Rest Api. Tasks can be combined into projects and groups, regular tasks can be created on a schedule, templates allow you to reduce the time to create typical tasks. But, as it usually happens, our clients ask us to provide solutions for more complex scenarios.
This article is written rather for project managers or production technologists.
Our partner and client manages 80+ properties in Tenerife, including villas, townhouses and apartments. Guests are met at the airport (transfer task) or at the accommodation facility, checked in (check-in task), at the end of the check-out is cleaned (cleaning task).
The transfer and check-in tasks could be combined if they were performed by the same employee.
✓ different initial training of personnel - it was necessary to provide precise instructions and execution regulations directly into the task;
✓ the remoteness of the facilities from each other (up to 50 km from the airport) - it was necessary to calculate time estimates for the tasks based on this condition;
✓ two airports of guest reception - it was necessary to calculate time estimates for the tasks based on this condition;
✓ uniqueness of the accommodation facilities, special conditions at each - it was necessary to make a file of the facility features during check-in and cleaning.
✓ Each task had to be augmented with variable data, because the objects are unique;
✓ the naming of the task, its content, duration, and time estimates depended on the initial conditions;
✓ dispatching the task, i.e. assignment to the final performer, was time consuming, performed by a separate, trained employee, the requirements for the dispatcher were specific, this work took up to 12 man-hours per week (6 working days per month);
✓ in some cases, during the execution of the task, additional instructions could come, telephone communication had to be used;
✓ Reporting was difficult because there was no up-to-date data in additional task fields.
Typical transfer, check-in, and cleaning tasks were set from the end-to-end booking business process and took into account the initial conditions - the object of accommodation, the airport of guest arrival (there are two in the region), the presence of children in the group, and so on.
Depending on the conditions, the content of tasks and time estimates changed, while the general execution regulations remained constant for each type of task.
To make the name of the task speak for itself, we came up with capacious naming patterns. For example: Check-in on [date and time of arrival] [no transfer / with transfer] to [accommodation facility] from [arrival airport].
When naming, we took into account the type of task, booking conditions, and the need for compact display of the task header in the Bitrix24 mobile app.
We advised the client to create a general schedule for each task, in order to define the rules of its execution. In addition, the rules covered exactly how the task should be executed in Bitrix24 - pressing the start button, measuring the time of the task, completing it. In each case this solved a lot of problems and nuances, and even non-obvious ones.
For example, placing a point in the check-in procedure about the need to show the guest the instructions with accommodation rules reduced the number of situations with damage and calls to the office about the Wifi password.
General regulations for cleaning tasks allowed the head of the cleaning department not to return to questions about the quality criteria of cleaning, requirements for cleanliness of bathrooms and rooms.
We solved a very interesting task of organizing directories of specific data about placement objects. It was necessary to put additional instructions in the task, which differed from object to object. Here are some examples.
Because the facilities are different, it was necessary to provide additional instructions to the transferor and/or occupant:
✓ facility access features, gates, gate codes;
✓ peculiarities of the reception of the complex, special documents for check-in;
✓ features of the facility, when it is necessary to additionally inform the Guest of the rules of use, such as a gas barbecue or Jacuzzi;
Instructions in tasks of this type have reduced the burden on the dispatcher to address these issues with the performers.
Again, because of the differences and characteristics of the facilities, they had to be cleaned with specificity, according to the regulations, in a certain sequence to save time:
✓ number of rooms and time regulations for cleaning them;
✓ peculiarities with requirements for cleanliness of barbecue areas, pools, hot tubs;
✓ peculiarities of air conditioning units, plumbing units, washers and dryers;
General Regulations and Specific Instructions in Tasks reduced the training requirements for staff on these nuances, and allowed for additional freelance staff after a short briefing.
To solve this problem, several universal lists were created, from where the data was transferred to the tasks using webhooks and business process activations:
✓ a basic facility directory with all the parameters of the accommodation facility, including features for transferees and occupants;
✓ catalog of facilities and temporary facility cleaning estimates;
✓ a catalog of cleaning costs for tasks;
These activities streamlined the work by task. In addition to the benefits described above, one important detail can be noted: the employees stopped hanging on each other's phones and were engaged in the execution of tasks in accordance with instructions.
In order to regulate the parameters of performers' work, as well as for the subsequent construction of correct reports, each type of task had its own time parameters of execution.
Tasks for transfers and/or check-ins had a start time calculated based on the arrival airport condition of the group of Guests, time to find the Guest at the airport, time to perform the transfer and check-in. Thus the total execution time and the deadline for the task were calculated. In an additional field the cost of the task was automatically placed.
The time estimates for the transfer/accommodation tasks allowed the Dispatcher to properly plan the tasks for the performers by displaying the tasks on the Gantt chart. In addition, it was convenient for the dispatcher to manage the changes without calling the performers by phone.
In the cleaning tasks, the time parameters were calculated on the data from the universal list of cleaning time estimates. Depending on the number of rooms, availability of territory, pools, and other conditions, we could calculate the lead time.
The deadline was calculated based on the date and time the cleaning job started at the facility. Also, information about the cost of cleaning for the performer was transferred from the catalog, including for the formation of reporting.
Task performers often forgot to perform important task components. To remind them of various events, such as the need to start work on a transfer task on time or the need to make photocopies of Guest documents in a check-in task, we applied Rest Api's ability to comment on tasks.
To make a comment on a task, the software would calculate the time and post the comment, causing a bell to appear in the contractor's Bitrix24 mobile app. This completely eliminated the forgetfulness of performers and the problem never appeared again.
We used webhooks for convenient scheduling, as well as to reduce scheduling time. We wrote a separate article about the capabilities of task webhooks.
In this case webhooks allowed us to reduce the number of actions of the dispatcher during scheduling, correct calculation of time parameters in the movement of the task on the Gantt chart.
Standard Bitrix24 reports by tasks, plus pricing information in an additional field, allowed the head of the department to have information for the period on the income of each employee.
Previously, such tables had many inaccuracies and coordination took a lot of time. The reporting system made it possible to avoid these problems.
The experience of working with Bitrix24 shows how flexible this tool is. The company owner, by investing in automation, saved real money and the time of his subordinates.
The automation paid off many times over in the first month of work.
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