BotLabs

BACKGROUND

I am the Digital Projects Manager of NFM Agro

NFM Agro is a Ukrainian distributor of agricultural machinery and an official Case IH partner. We supply agricultural machinery and provide related solutions and services to agricultural businesses across Ukraine.

OPPORTUNITY / CHALLENGE

• We needed to centralize and automate our agricultural machinery sales process in one system. Our sales cycle involves customer data, machinery, requests, contracts, logistics and approvals across several departments. Our sales managers also needed convenient mobile access to the system in the field, including areas with unstable internet.

SOLUTION

Online Search

High ratings

2-5 Employees

BotLabs developed a custom CRM ecosystem for our sales processes: a corporate mobile app for iOS and Android, a Telegram bot for simplified workflows and approvals, and a web-based admin panel. The system covers customers and machinery, needs and requests, contracts and specifications, role-based workflows and multi-level approvals. BotLabs also implemented two-way integration with our ERP, push notifications and offline mode, so managers can keep working without a stable connection and sync data later. The project was developed in stages, with new functionality added as our business needs evolved.

RESULTS & FEEDBACK

A complex, multi-stage sales process now runs in one centralized system. Managers work with customers, machinery, requests and contracts from a mobile app instead of separate tools. Role-based workflows and approvals simplified coordination between sales, logistics and management, ERP sync removed duplicate data entry, and offline mode made the CRM practical in the field.

BotLabs supported us through a long-term, technically complex project. The team was responsive and adapted the system as our requirements changed. Work was organized in stages: larger features were released periodically, with smaller improvements and fixes in between.

Virtual Meeting

Their ability to understand our complex internal processes and turn them into a practical system for different roles in the company, combining mobile CRM, ERP integration, approvals, offline access and Telegram workflows in one ecosystem.

Nothing significant. When new requirements came up, we discussed them with the team and they were included in later releases.

BACKGROUND

Please describe your company and position.

I am the Head of Customer Support of W8 Shipping

Describe what your company does in a single sentence.

W8 Shipping provides international vehicle and cargo transportation services from the United States.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BotLabs to accomplish?

• We needed to improve and scale our customer support processes as the volume of requests continued to grow. A large part of our customer communication takes place across hundreds of Telegram groups, so it was important to centralize requests, make sure no questions were lost, route them to the right departments, and give our support team faster access to previous answers and customer context. We also needed better visibility into response times, team workload, and overall support performance.

SOLUTION

How did you find BotLabs?

We found BotLabs through an online advertisement.

Why did you select BotLabs over others?

• Good value for cost
• Company values aligned
• specialization in chatbot development

How many teammates from BotLabs were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

BotLabs developed and continues to support a custom customer service system built around Telegram and a centralized web workspace. Customer messages from our Telegram groups are converted into structured tickets with topics, departments, statuses, responsible managers, reminders, and overdue controls. The system also includes a search engine that allows our team to find relevant information across a large history of previous requests. BotLabs implemented automatic VIN recognition and vehicle-related workflows, response templates, customer ratings, reporting and analytics, work schedules and time zones, as well as an integration with Binotel for calls and call recordings. The system has continued to evolve as our support processes and business requirements have grown.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The system has allowed us to manage customer support across around 800 Telegram groups through one centralized workflow. Our team can work with a large volume of requests without losing the context of individual customers or vehicles. Support managers can quickly find similar previous requests, track ticket statuses and deadlines, and access relevant templates instead of handling every request from scratch. Management also has better visibility into response times, ticket resolution, workload, calls, and customer ratings through automated reporting and analytics.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

BotLabs has been working with us on this system as a long-term development partner. The team is responsive to our requests and understands that our requirements evolve as the business grows. They regularly develop new functionality, improve existing features, and help us resolve technical issues that arise during operation.

What was your primary form of communication with BotLabs?

Virtual Meeting

What did you find most impressive or unique about this company?

What stands out is their ability to work with a complex, high-volume support process and continuously adapt the system to our operational needs. They do not treat it as just a chatbot — they understand the broader workflow behind customer support and develop the product around how our team actually works.

Are there any areas for improvement or something BotLabs could have done differently?

Since this is a large and continuously evolving system, new requirements and improvements appear regularly, and we are able to discuss and prioritize them with the team