title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ Ð¿Ð¾ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²Ñ Ð¼ÐµÐ±ÐµÐ»Ð¸
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Implementation of a CRM system at a furniture manufacturing enterprise
Creators: name: ÐÐ²Ð´Ð¾ÑÐµÐ½Ð¾Ðº, ÐÐ»ÐµÐºÑÐµÐ¹
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2021
Subjects: CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ
Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑ
Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
CRM system
implementation
automation
activity analysis
business process
modeling

description: Ð¦ÐµÐ»Ñ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Â«ÐÐµÑÑÐ°Ð¼ÐµÐ±ÐµÐ»ÑÂ», Ð¿ÑÑÐµÐ¼ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ, Ð¾ÑÐ²ÐµÑÐ°ÑÑÐµÐ¹ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸ÑÐ¼ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð°Ð½Ð°Ð»Ð¸Ð·Ð¾Ð¼ CRM-ÑÐ¸ÑÑÐµÐ¼ Ð½Ð° ÑÑÐ½ÐºÐµ, Ð¸ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸ÐµÐ¼ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÑ Ð½Ð°ÑÑÑÐ¾ÐµÐº ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ñ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸ÐµÐ¼ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ - Ð°Ð½Ð°Ð»Ð¸Ð· Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² - Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð¸ Ð¼ÐµÑÐ¾Ð´Ñ Ð¸Ñ ÑÐµÑÐµÐ½Ð¸Ñ Ð¿ÑÑÐµÐ¼ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ - Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM-ÑÐ¸ÑÑÐµÐ¼ Ð¸ Ð¿Ð¾Ð´Ð¾Ð±ÑÐ°ÑÑ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐµ Ð´Ð»Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÑÐµÑÐµÐ½Ð¸Ðµ - Ð²ÑÐ¿Ð¾Ð»Ð½Ð¸ÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸ Ð½Ð°ÑÑÑÐ¾Ð¹ÐºÑ Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¿Ð¾ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²Ñ Ð¼ÐµÐ±ÐµÐ»Ð¸ Ð³Ð´Ðµ ÑÐ¾Ð±ÑÐ°Ð»Ð°ÑÑ Ð±Ð¾Ð»ÑÑÐ°Ñ ÑÐ°ÑÑÑ ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°. ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´Ñ: Ð¼Ð¾Ð´ÐµÐ»Ñ ÐºÐ°Ð½Ð²Ð°Ñ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², ÑÐ±Ð¾Ñ Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ° Ð´Ð°Ð½Ð½ÑÑ, Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð¿ÑÑÐµÐ¼ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼; - Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM; - Ð²ÑÐ±ÑÐ°Ð½Ð¾ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐµ ÑÐµÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ; - Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ: ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ Ð² ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ ÐÐ¸ÑÑÐ¸ÐºÑ 24 ÑÐ²ÐµÐ»Ð¸ÑÐ¸Ð»Ð° ÑÐ²Ð¾Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ. ÐÐ¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»Ð¸ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ°Ð±Ð¾ÑÐ°ÑÑ Ñ Ð¼ÐµÐ½ÑÑÐ¸Ð¼ ÐºÐ¾Ð»Ð¸ÑÐµÑÑÐ²Ð¾Ð¼ ÐÐ. Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ ÑÐµÐ³Ð¾: - ÑÐ¾ÐºÑÐ°ÑÐ¸Ð»Ð¾ÑÑ Ð²ÑÐµÐ¼Ñ Ð½Ð° Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÑ Ð¿Ð¾ÑÑÑÐ¿Ð°ÑÑÐ¸Ñ Ð·Ð²Ð¾Ð½ÐºÐ¾Ð² ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² - Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð»Ð° Ð¿ÑÐ¾ÑÐµÑÑ ÑÐ²ÐµÐ´Ð¾Ð¼Ð»ÐµÐ½Ð¸Ñ Ð¾ ÑÑÐ°Ð¿Ð°Ñ Ð¸ Ð³Ð¾ÑÐ¾Ð²Ð½Ð¾ÑÑÐ¸ - Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½ Ð´Ð¾ÐºÑÐ¼ÐµÐ½ÑÐ¾Ð¾Ð±Ð¾ÑÐ¾Ñ.
description: The purpose of the final qualification work is to automate the business processes of the company "Petramebel", by implementing a CRM system that meets the company's requirements, analyzing CRM systems on the market, and describing the necessary system settings. Tasks of the work: - Study of the company with the identification of problems - Business process analysis - Identification of problems and methods of their solution by implementing a CRM system - Market analysis of CRM systems and choose the right solution for the company - Perform implementation and configuration The work was done on the basis of a furniture manufacturing company where most of the actual material was collected. Methods used: canvas model, business process modeling, data collection and processing, project efficiency assessment. Results of the work: - the necessity of implementing a CRM system by identifying problems is justified; - CR the analysis of the CRM market is carried out; - a suitable solution is selected and the CRM system interface is demonstrated; - the economic efficiency assessment was performed Practical significance: the company has increased its efficiency as a result of the implementation of the Bitrix 24 CRM system. Users of the system work with less software. As a result of which: - Reduced processing time for incoming customer calls - automated the process of notification of stages and readiness - automated document flow.