Define the question and review boundaries
Choose one question: are inquiries lost, who can see customer data, or why do deals stall? Record the period, pipeline, roles, channels and sample. A sample review is not an examination of every portal record.
Begin with viewing and reproducing agreed scenarios. Do not merge contacts, delete fields or switch automation during diagnosis. Use separate synthetic test records only with the owner’s authorisation.
Check permissions from the user’s role
Bitrix24 controls CRM access through roles. Make a matrix of role, visible records, permitted actions and verification method. The auditor’s administrator access does not prove that a salesperson has the correct visibility.
Compare expected and actual visibility using agreed records. Check both permitted and forbidden actions. Limit audit access to necessary scope and duration; include minimal evidence in the report rather than a full customer dataset.
Official source: Bitrix24: role-based CRM permissions
Distinguish poor data from similar customers
Review required fields, phone and email formats, dictionaries and contact relationships to companies and deals. Record suspected duplicates with matching criteria. A shared company number or identical name does not justify automatic merging.
Merging changes data and needs a separate decision about retained fields, history and relationships. A diagnostic report can record the conflict and verification method. Keep bulk merging outside a read-only audit.
Official source: Bitrix24: duplicate review and merging
Trace an inquiry to its next action
- Source: the channel is clear and linked to the original inquiry.
- Owner: an active employee is assigned, with handover during absence.
- Stage: it reflects actual work and has defined entry and exit conditions.
- Next action: an assignee and deadline exist; closed inquiries do not keep unwanted automation running.
- Outcome: rejection, continuation or sale has an identifiable evidence source; a click is not a sale.
Write a finding someone can reproduce
Synthetic example: three of ten sample test deals have no next action. A report row includes test-record identifiers, selection criteria, observation, operational impact, proposed action and owner. These numbers illustrate reporting; they are not BSMGROUP customer statistics.
Compare overdue items against agreed deadlines and working calendars. Check period, filters, permissions and metric definitions in a manager’s report. Different filters can produce different counts without a CRM fault.
Turn findings into an ordered action plan
Prioritise impact, recurrence likelihood and effort. Assign an owner and result criterion first, then separately agree the change, rollback and acceptance. A technical-assessment fee does not mean all fixes are included or completed.
After a change, repeat the same scenario and record the dated result. Keep unresolved limits visible. An audit delivers an evidence-backed report within agreed boundaries; improvement requires another test, rather than a task labelled done.
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