title: ÐÑÐ¾ÐµÐºÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÑÐ°Ð±Ð¾ÑÑ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÐÐÐ "ÐÑÑÐ½ÑÐºÐ¸Ð¹ ÑÐµÐ½ÑÑ Ð¿ÑÐ¾ÑÐ¸Ð²Ð¾Ð¿Ð¾Ð¶Ð°ÑÐ½Ð¾Ð¹ Ð±ÐµÐ·Ð¾Ð¿Ð°ÑÐ½Ð¾ÑÑ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: The project of improving the processes of working with clients in the company Â«Bryansk Center for Fire SafetyÂ» LLC
Creators: name: Ð¯ÑÐ¸Ð½Ð°, ÐÐ»ÑÐ³Ð°
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: ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼
ÑÐ¸ÑÑÐµÐ¼Ð° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ
CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð¿ÑÐ¾ÐµÐºÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ
quality management
customer relationship management system
automation
CRM system
implementation project

description: Ð Ð°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÑÐ°Ð±Ð¾ÑÑ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÑÑÐ°Ñ ÑÐ¸ÑÐ¾ÐºÐ¸Ð¹ ÑÐ¿ÐµÐºÑÑ ÑÐ¾Ð²Ð°ÑÐ¾Ð² Ð¸ ÑÑÐ»ÑÐ³ Ð² Ð¾Ð±Ð»Ð°ÑÑÐ¸ Ð¿Ð¾Ð¶Ð°ÑÐ½Ð¾Ð¹ Ð±ÐµÐ·Ð¾Ð¿Ð°ÑÐ½Ð¾ÑÑÐ¸. ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð½Ð°ÑÑÐ¾ÑÑÐµÐ¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ ÐÐÐ Â«ÐÑÑÐ½ÑÐºÐ¸Ð¹ ÑÐµÐ½ÑÑ Ð¿ÑÐ¾ÑÐ¸Ð²Ð¾Ð¿Ð¾Ð¶Ð°ÑÐ½Ð¾Ð¹ Ð±ÐµÐ·Ð¾Ð¿Ð°ÑÐ½Ð¾ÑÑÐ¸Â», Ð¿ÑÐµÐ´Ð¼ÐµÑÐ¾Ð¼ â Ð¿ÑÐ¾ÑÐµÑÑ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸. Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÑÐ°Ð±Ð¾ÑÑ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. Ð ÑÐ°Ð±Ð¾ÑÐµ Ð´Ð°Ð½Ð° ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ ÑÑÑÐ°ÑÐµÐ³Ð¸ÑÐµÑÐºÐ¸Ð¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð»Ñ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ñ ÑÐ¸Ð»ÑÐ½ÑÑ Ð¸ ÑÐ»Ð°Ð±ÑÑ ÑÑÐ¾ÑÐ¾Ð½. Ð¢Ð°Ðº Ð¶Ðµ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÑÑÑÐºÑÑÑÐ° Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÐ»Ñ ÑÐµÑÐµÐ½Ð¸Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¾ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð¿ÑÐ¾ÑÐµÑÑ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¿ÑÑÐµÐ¼ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM â ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÐ»Ñ ÑÑÐ¾Ð³Ð¾ Ð±ÑÐ»Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ ÐºÑÐ¸ÑÐµÑÐ¸Ð¸ Ð²ÑÐ±Ð¾ÑÐ° ÑÐ¸ÑÑÐµÐ¼Ñ, Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð½ÑÑ Ð¿ÑÐ¾Ð´ÑÐºÑÐ¾Ð² Ð¸ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½ Ð¿ÐµÑÐµÑÐµÐ½Ñ ÐºÑÐ¸ÑÐµÑÐ¸ÐµÐ² Ð²ÑÐ±Ð¾ÑÐ° CRM â ÑÐ¸ÑÑÐµÐ¼. ÐÑÐ¿Ð¾Ð»Ð½ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÐºÐ¾Ð² Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¸ Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð¾ ÐµÐ³Ð¾ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð¾Ðµ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ. Ð ÑÐ°Ð¼ÐºÐ°Ñ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÑÑÑÑÑ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¼ÐµÑÐ¾Ð´Ñ: Ð°Ð½Ð°Ð»Ð¸Ð·, ÑÐ¸Ð½ÑÐµÐ·, Ð¸Ð½Ð´ÑÐºÑÐ¸Ñ, ÑÑÐ°Ð²Ð½ÐµÐ½Ð¸Ðµ, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ¼Ð¿Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¼ÐµÑÐ¾Ð´Ñ: ÑÐºÑÐ¿ÐµÑÑÐ½ÑÐ¹ Ð¾Ð¿ÑÐ¾Ñ, Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ Ð¸ÑÑÐ¾ÑÐ½Ð¸ÐºÐ¾Ð² Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸.
description: The work is devoted to the automation of customer service processes in a company that provides a wide range of products and services in the field of fire safety. The object of this work is the company Bryansk Center for Fire Safety LLC, the subject is the process of managing customer relationships in the organization. The purpose of the work is to improve the processes of working with clients in the company. The paper describes the characteristics of the enterprise, conducted a strategic analysis to identify strengths and weaknesses. The organizational structure is also described, and the problems of the enterprise are identified. To solve the problem of the organization, it is proposed to automate the process of customer relations by implementing a CRM system. To do this, the criteria for choosing a system were identified, the analysis of the software market was carried out and a list of criteria for choosing CRM systems was compiled. The risk analysis of the project was carried out and its financial justification was presented. Within the framework of this work, theoretical methods are used: analysis, synthesis, induction, comparison, as well as empirical methods: expert survey, study of information sources.