Аннотации:
© 2020. All Rights Reserved. In this paper methods for creating and improving of the typical functional model of the CRM (Customer Relationship Management) system information system for freight forwarding companies are considered. Also the work touched upon issues related to the choice of tools for modeling and designing of the CRMsystem. The relevance of creating models with the help of object-oriented modeling of business processes is that the developed models allow reducing the complexity of development, the time and costs for the creation of an information system, and also increasing the efficiency of the activity of freight forwarding companies. Models of business processes can be applied repeatedly in the development process and refined as necessary. The functional model of the business process represents the interrelationships between the functions, the order of their implementation as well as the material and information flows that flow in the organization which in its turn provides an opportunity for deeper analysis and allows to identify difficult and suboptimal parts of the business process in order to determine the requirements to the information system. The CRM information system for freight forwarding companies is effective only when the company's business processes are accurately described. Therefore the CRM information system should be created on the basis of the target functional model and not on the basis of the current functional model. Since the optimization of problematic processes for freight forwarding companies implies the introduction of the CRM system that will eliminate shortcomings in the company's work, increase sales and regulate interaction with customers, it is proposed to change the process of the formation of the transportation order and the process of interaction with the consignor and the consignee.
