title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÐÐÐ "Ð¡ÑÐ°Ð½Ð´Ð°ÑÑÐ¿Ð»Ð°ÑÑ"
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 CRM-system at the enterprise LLC âStandartplastâ
Creators: name: ÐÐ°ÑÐºÐ¾Ð², Ð¡ÑÐ°Ð½Ð¸ÑÐ»Ð°Ð²
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: 2019
Subjects: ÐÐ¸ÑÑÐ¸ÐºÑ24
CRM-ÑÐ¸ÑÑÐµÐ¼Ñ
SWOT-Ð°Ð½Ð°Ð»Ð¸Ð·
CRM
Swot
EPC
Bitrix24
Edisoft
Zimbra
AS-IS
TO-BE

description: ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð½Ð°ÑÑÐ¾ÑÑÐµÐ¹ Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÑÐºÐ¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÐºÑÑÐ¿Ð½Ð¾Ðµ Ð¾ÑÐµÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ðµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ ÐÐÐ Â«Ð¡ÑÐ°Ð½Ð´Ð°ÑÑÐ¿Ð»Ð°ÑÑÂ», Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐµÐµ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ñ Ð´Ð»Ñ ÑÑÐ¼Ð¾Ð¸Ð·Ð¾Ð»ÑÑÐ¸Ð¸ Ð¸ Ð¸Ð¼ÐµÑÑÐµÐµ Ð¾Ð±Ð¾ÑÐ¾Ð±Ð»ÐµÐ½Ð½Ð¾Ðµ Ð¿Ð¾Ð´ÑÐ°Ð·Ð´ÐµÐ»ÐµÐ½Ð¸Ðµ Ð² Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³Ðµ. Ð ÑÐ°Ð±Ð¾ÑÐµ Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð° Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸: Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÑÑÑÐºÑÑÑÐ°, Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÑ, ÑÐ²ÑÐ·Ð°Ð½Ð½ÑÐµ Ñ ÑÐ°Ð±Ð¾ÑÐ¾Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ´ÐµÐ»Ð°Ð½ SWOT-Ð°Ð½Ð°Ð»Ð¸Ð·.
Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐÐÐ Â«Ð¡ÑÐ°Ð½Ð´Ð°ÑÑÐ¿Ð»Ð°ÑÑÂ» Ð±ÑÐ»Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸: Ð½ÐµÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð°Ñ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÑÑÑÐºÑÑÑÐ° Ð¾ÑÐ´ÐµÐ»Ð¾Ð², ÑÐ°Ð±Ð¾ÑÐ°ÑÑÐ¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸, Ð¸ Ð¾ÑÑÑÑÑÑÐ²Ð¸Ðµ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸. ÐÑÐ»ÐµÐ´ÑÑÐ²Ð¸Ðµ ÑÑÐ¾Ð³Ð¾ Ð¾Ð±Ð¾ÑÐ¾Ð±Ð»ÐµÐ½Ð½ÑÐ¼ Ð¿Ð¾Ð´ÑÐ°Ð·Ð´ÐµÐ»ÐµÐ½Ð¸ÑÐ¼ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ Ð² ÑÐµÑÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð´Ð¾Ð»Ð¶Ð¸ÑÐµÐ»ÑÐ½Ð¾Ð³Ð¾ Ð²ÑÐµÐ¼ÐµÐ½Ð¸ ÑÐ¾Ð³Ð»Ð°ÑÐ¾Ð²ÑÐ²Ð°ÑÑ Ð·Ð°ÐºÐ»ÑÑÐµÐ½Ð¸Ðµ Ð½ÐµÑÐ¸Ð¿Ð¾Ð²ÑÑ Ð´Ð¾Ð³Ð¾Ð²Ð¾ÑÐ¾Ð² Ð¾ Ð¿Ð°ÑÑÐ½ÑÑÑÑÐ²Ðµ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð²ÑÑÑÐ½ÑÑ ÐºÐ¾Ð½ÑÑÐ¾Ð»Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ð¸Ðµ Ð´Ð¾Ð³Ð¾Ð²Ð¾ÑÐ¾Ð² Ð´ÑÑÐ³Ð¸Ð¼Ð¸ ÑÐ»ÑÐ¶Ð±Ð°Ð¼Ð¸ Ð¸ Ð¾ÑÐ´ÐµÐ»Ð°Ð¼Ð¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. 
ÐÐ»Ñ ÑÐµÑÐµÐ½Ð¸Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð±ÑÐ»Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ñ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÑÑÑÐºÑÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ ÐÐ¸ÑÑÐ¸ÐºÑ24, Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð»Ð½Ð¾ Ð¾ÑÐ²ÐµÑÐ°ÑÑÐµÐ¹ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸ÑÐ¼ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ ÐÐ¸ÑÑÐ¸ÐºÑ24 Ð¸ ÑÐ¾Ð¿ÑÐ¾Ð²Ð¾Ð´Ð¸ÑÐµÐ»ÑÐ½Ð¾Ð³Ð¾ ÐºÐ¾Ð¼Ð¿Ð»ÐµÐºÑÐ° Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ¾Ð² Ð´Ð»Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¾ ÐºÐ°Ðº ÑÐµÐ»Ñ Ð½Ð°ÑÑÐ¾ÑÑÐµÐ¹ Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÑÐºÐ¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ.
Ð¡Ð¸ÑÑÐµÐ¼Ð° Ð±ÑÐ»Ð° ÑÑÐ¿ÐµÑÐ½Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð°, Ð° ÑÑÑÑÐºÑÑÑÐ° ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÑÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð°. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð±ÑÐ»Ð¸ Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ñ. Ð­ÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¸Ð·Ð¼ÐµÐ½ÐµÐ½Ð¸Ð¹ Ð¿Ð¾ÐºÐ°Ð·Ð°Ð»Ð° Ð¸Ñ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð½Ð¾ÑÑÑ. ÐÐ°Ð±Ð»ÑÐ´Ð°ÐµÑÑÑ Ð¿Ð¾Ð»Ð¾Ð¶Ð¸ÑÐµÐ»ÑÐ½Ð°Ñ Ð´Ð¸Ð½Ð°Ð¼Ð¸ÐºÐ° ÑÐ¾ÑÑÐ° Ð¿ÑÐ¾Ð´Ð°Ð¶, ÑÑÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾ Ð¿ÑÐµÐ²ÑÑÐ°ÑÑÐ¸Ñ ÐµÐ¶ÐµÐ¼ÐµÑÑÑÐ½ÑÐµ ÑÑÑÐ°ÑÐµÐ³Ð¸ÑÐµÑÐºÐ¸Ðµ ÑÐµÐ»Ð¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸.
description: The object of the research of this thesis is a large domestic enterprise LLC Â«StandartplastÂ», which produces materials for sound insulation and has a separate division in St. Petersburg. The work analyzed the company's activities: organizational structure, business processes related to working with clients, and also made a SWOT analysis.
As a result of the analysis of the activities of Â«StandartplastÂ», problems were identified in the enterprise: an inefficient organizational structure of the departments working with clients and the lack of automation of the processes of interaction with clients. As a result, separate divisions need to negotiate non-standard partnership agreements with customers for a long time and manually control the review of contracts by other services and departments of the company.
To solve the problems, the improvement of the organizational structure of the enterprise and the introduction of the Bitrix24 CRM system, which most fully meets the company's requirements, were justified. The implementation of the CRM system Bitrix24 and the accompanying set of tools for automating business processes is defined as the goal of this thesis.
The system was successfully implemented, and the structure of the company was improved. The results were analyzed. The cost-effectiveness of changes has shown their validity. There is a positive trend in sales growth, significantly exceeding the company's monthly strategic goals.