title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Terrasoft Creatio CRM Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð² ÑÑÐµÑÐµ Ð¿ÑÐ¾Ð´Ð°Ð¶Ð¸ Ð°Ð²Ð¸Ð°- Ð¸ Ð¶ÐµÐ»ÐµÐ·Ð½Ð¾Ð´Ð¾ÑÐ¾Ð¶Ð½ÑÑ Ð±Ð¸Ð»ÐµÑÐ¾Ð²
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: Development of the project of implementation of Terrasoft Creatio CRM system at the enterprise in the sphere of air and railway tickets sale
Creators: name: Ð¡Ð¸ÑÐ¾Ð², ÐÐ»Ð°Ð´Ð¸Ð¼Ð¸Ñ
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: 2023
Subjects: CRM
Terrasoft Creatio
Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÐ° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ
ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑ
Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ° Ð·Ð°ÑÐ²Ð¾Ðº
enterprise architecture
contact center
application processing

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°: Â«Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Terrasoft Creatio CRM Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð² ÑÑÐµÑÐµ Ð¿ÑÐ¾Ð´Ð°Ð¶Ð¸ Ð°Ð²Ð¸Ð°- Ð¸ Ð¶ÐµÐ»ÐµÐ·Ð½Ð¾Ð´Ð¾ÑÐ¾Ð¶Ð½ÑÑ Ð±Ð¸Ð»ÐµÑÐ¾Ð²Â».Ð¦ÐµÐ»Ñ ÑÐ°Ð±Ð¾ÑÑ â Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸.ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ:- Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ»Ð°Ð±ÑÑ ÑÑÐ¾ÑÐ¾Ð½ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸;- ÑÑÐ°Ð²Ð½ÐµÐ½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼ Ð´Ð¾ÑÑÑÐ¿Ð½ÑÑ Ð½Ð° ÑÑÐ½ÐºÐµ;- Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÑÐ°Ð¿Ð¾Ð² Ð¿ÑÐ¾ÐµÐºÑÐ°;- ÑÐ°ÑÑÐµÑ Ð²ÑÐµÐ¼ÐµÐ½Ð¸ Ð¸ ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÐ¸ ÑÐ°Ð±Ð¾Ñ Ð¿Ð¾ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸;- Ð¾ÑÐµÐ½ÐºÐ° ÑÐ¸ÑÐºÐ¾Ð²;- Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ.Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°Ñ Ð¾ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Â«TravelEasyÂ»ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´Ñ: ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ, Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÑ Ð¸Ð½ÑÐ¾Ð³ÑÐ°ÑÐ¸ÐºÐ¸.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, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ñ ÑÐ»Ð°Ð±ÑÐµ Ð¼ÐµÑÑÐ° Ð² ÑÐ°Ð±Ð¾ÑÐµ;- Ð²ÑÐ±ÑÐ°Ð½Ð° Ð¾Ð¿ÑÐ¸Ð¼Ð°Ð»ÑÐ½Ð°Ñ ÑÐ¸ÑÑÐµÐ¼Ð° Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ;- ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½ ÐºÐ°Ð»ÐµÐ½Ð´Ð°ÑÐ½ÑÐ¹ Ð¿Ð»Ð°Ð½ Ð¿ÑÐ¾ÐµÐºÑÐ°;- Ð¾ÑÐµÐ½ÐµÐ½Ð° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ.ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð´Ð»Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸: ÑÐ¼ÐµÐ½ÑÑÐµÐ½Ð¸Ðµ Ð·Ð°ÑÑÐ°Ñ Ð·Ð° ÑÑÑÑ ÑÐ¾ÐºÑÐ°ÑÐµÐ½Ð¸Ñ ÑÑÐ°ÑÐ° ÑÐ¾ÑÑÑÐ´Ð½Ð¸ÐºÐ¾Ð² ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ð¸ ÑÐ¾ÐºÑÐ°ÑÐµÐ½Ð¸Ñ Ð·Ð°ÑÑÐ°Ñ Ð½Ð° Ð¾Ð±ÑÑÐµÐ½Ð¸Ðµ Ð½Ð¾Ð²ÑÑ ÑÐ¾ÑÑÑÐ´Ð½Ð¸ÐºÐ¾Ð², Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð².ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð° Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².
description: Theme of the graduate qualification work of bachelor: âDevelopment of the project of implementation of Terrasoft Creatio CRM system at the enterprise in the sphere of air and railway tickets saleâ.The purpose of the work â implementation of the CRM system in the contact center of the company.Tasks of work:- analysis of the company's weaknesses;- comparison of systems available on the market;- planning stages of the project;- calculation of time and cost of work for development and implementation;- risk assessment;- assessment of implementation efficiency.Work is performed on the basis of company Â«TravelEasyÂ» activities.Methods used: comparative analysis, business process modeling, data analysis, infographic tools.Work results:- the construction of the AS-IS model substantiates the need to - substantiated the need to implement a CRM system, identified weaknesses in the work;- the optimal system for implementation was selected;- formed the schedule of the project;- evaluated the effectiveness of the system.The practical significance of the work is due to the automation results for the company: reducing costs by reducing the number of call center employees and reducing training costs for new employees, increasing customer loyalty.Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.