Introduction
The heavy B2B spare parts market and artificial intelligence are rarely put together, but it was the ChatRex AI bot that helped HYDRO Group transform online chat into a sustainable sales channel.
Within three weeks of implementation the bot:
- promptly closes each request in less than 60 seconds;
- returns nightly requests that previously went to competitors;
- transfers already completed leads to CRM.
What follows is the history of the project in all its details: initial problems, implementation stages, conversations, numbers and methods that can be reproduced at home.
About the company
GK "HYDRO" (Bashkortostan) has been supplying concrete pumps, concrete mixer trucks and 12,000+ items of spare parts throughout Russia and the CIS for 15 years.
In the company's portfolio:
- 2,000,000,000 ₽ shipments;
- same-day express delivery;
- on-site repairs at construction sites.
Where did the revenue go before the chatbot was introduced?
Before talking about the results, it is important to understand the starting point. On paper, the processes of the HYDRO Group of Companies looked harmonious: a wide range, reliable logistics, experienced managers. But a detailed audit revealed “micro-gaps” - situations where money literally fell out of the sales funnel.
33 minutes until first answer.
The lead cooled down and moved to a competitor.
No processing after 19:00.
Up to 15% of applications disappeared without a response.
Conversion 13%.
Seven out of eight requests were terminated at the clarification stage.
12,000+ SKUs in the catalog.
The newcomer trained for weeks, the experts were distracted from sales.
80% of the same type of questions.
Repeated requests overloaded the team and slowed down complex deals.
Loss of revenue and trust.
Slow communication eroded loyalty and direct revenue.
Chatbot implementation process: 3 weeks - 4 steps
In order for the bot to go into operation as quickly as possible and without “process stagnation,” we divided the work into four clear sprint phases. Each phase was completed in a separate calendar week (or less) and ended with a verifiable result: integration was connected, scenarios were tested, employees were trained. This rhythm allowed the HYDRO team to maintain focus on current sales, and the project to continuously move forward.
| Stage | Development time | Actions |
|---|---|---|
| Analysis and preparation | 4 days | We identified channels where requests were lost and connected messengers to ChatRex |
| Scenario Design | 5 days | We created logics: quick response, clarification of needs, selection of goods, transfer to the manager |
| Testing and optimization | 4 days | We ran the bot on real conversations, shortened unnecessary branches, unified the wording |
| Launch and staff training | 2 days | We set up conversation monitoring, showed where and when to connect manually, and how to use the bot for upselling |
Integration with amoCRM made it possible to record each transaction with a complete communication history. This gave the club transparency and the opportunity to streamline processes.
From question to order in minutes
Even the most incomplete request - “I need a tray SB-172-1.013.600” - goes through the same, strictly regulated route for the bot. In a few ChatRex replies collects technical specifications, removes logistical objections, records contacts and gives the manager a ready-made lead. The script below is based on a real nighttime conversation.
1. Expert answer
The client writes: “We need tray SB-172-1.013.600.”
2. Bot confirms compatibility
With any brand of concrete equipment and explains the advantages of factory-made equipment.
3. Logistics without waiting
When asked about the timing, the bot offers five verified TCs and a “next day” air delivery option.
4. Personalization of conditions
Specifies the buyer’s status (legal/individual) and immediately calculates delivery within 3–5 days.
5. Contact request
Politely asks for a phone number and a convenient time to call.
6. Resume in CRM
The part, volume, technical code, form of payment and phone number automatically go into amoCRM - the manager sees the ready lead.
The result of the scenario: the complete path from question to qualified lead takes < 3 minutes.
Quick Example #2 - Water Tank for SHACMAN
1. Offers 600 / 650 / 800 / 1,000 L options and explains components for custom mounting.
2. Collects critical data: tank diameter, city (Krasnoyarsk), form of payment.
3. Fixes the contact, volume 800 liters, fasteners “needed”, sends the lead to CRM.
Solutions that have been implemented
To close the listed “gaps,” we built a single digital circuit around the ChatRex chatbot and amoCRM. The goal was not simply to automate responses, but to translate each request into a predictable, controlled scenario before the finished invoice.
Average of first response to application
Conversion from circulation to order
Number of applications processed outside of business hours
Key achievements
“Now we respond faster than anyone else on the market, and completed orders immediately appear in the CRM - the chatbot paid for itself faster than we issued the first invoice”
Alexey Ivanov
Commercial Director of GC "HYDRO"
What does this mean for your sales team?
Implementing a chatbot for the sales department allows you to:
- keep the support line open 24/7,
- increase conversion without increasing advertising costs,
- reduce managers' time on repetitive questions,
- speed up the training of new employees.
Leave a request - we will show you a demo of ChatRex using your data and calculate how many orders can be returned in just a few weeks.
