Features of automation of business processes of interaction with customers

Abstract

Any modern company, as an economic object, represents complex system that are constantly evolving and need effective management. The main functions of managing an economic object include planning, accounting and analysis, control and regulation. The introduction and use of modern automation technologies will improve the management of the company due to the fact that each company seeks to increase the efficiency of the collection, processing and use of information. Modern information, digital, network, cloud and mobile technologies are constantly evolving. The quality of enterprise management and its competitiveness depend on the effectiveness of their use in all areas of activity. In modern economic conditions, the introduction of information technologies will allow the company to increase profits, reduce routine operations, increase employee motivation, which has advantages in the form of cost reduction, lower risks of loss and duplication of information, etc. Currently the increase in the number of trading companies, the issue of attracting and retaining customers is relevant. In this regard, it is relevant to study the features of management and automation of business processes of interaction with customers in order to ensure transparency and manageability of the business; optimization and standardization of the company's business processes; increasing the investment attractiveness of the company. The goal of this study is to generalize the theoretical and methodological foundations of managing the business process of interacting with customers based on CRM to improve the efficiency of the company. Generalization of the features of automation of business processes of interaction with customers will allow business analysts and company leaders to improve the algorithm for analyzing business processes and speed of management decisions. Timely decisions will positively affect the efficiency activities of the company.