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В данной̆ статье рассмотрен вопрос мотивации персонала как одного из наиболее значимых факторов при совершенствовании бизнес-процессов при внедрении CRM-системы в коммерческих организациях. Даны рекомендации, которые необходимо учитывать при разработке системы мотивации персонала. Рассмотрены возможности CRM-систем на предприятиях. Более подробно рассмотрен метод повышения мотивации в CRM-cистемах-геймификация., This article discusses the issue of personnel motivation as one of the most significant factors in improving business processes and introducing a CRM system in commercial organizations. Recommendations are given that must be taken into account when developing a personnel motivation system. The possibilities of CRM systems at enterprises are considered. The method of increasing motivation in CRM systems-gamification is considered in more detail., Экономика и предпринимательство, Выпуск 2 (151) 2023, Pages 1293-1297

The article considers the consequences of the increasing volume of import substitution and state defense orders for small and medium-sized businesses in Russia. The results of research on the level of implementation of CRM systems are represented. The conclusion about the importance of implementing automation programs for the structural business development is given. В статье рассмотрены последствия увеличения объёмов импортозамещению и гособоронзаказов на работу малого и среднего бизнеса в России. Представлены результаты исследований об уровне внедряемости CRM-систем. Дан вывод о важности внедрения программ автоматизации для развития структурного бизнеса.

The article is aimed at defining the feasibility of using the Sitniks CRM software for small commodity businesses, examining its compliance with the standard and the main competitive advantages among such products. Analyzing and generaling the scientific works of many scholars, the positive impact of high-quality information provision on the activities of the enterprise is proved. However, despite the obvious benefit of using automation systems, a bigger share of Ukrainian entrepreneurs do not use CRM systems (Customer Relationship Management systems) either due to lack of awareness or unsuccessful implementation experience. The article uses comparative and matrix analyses. A comparative analysis of competitors shows that the researched CRM system stands out among others with a high level of flexibility and personalization, which is the main advantage of this software. During the SWOT analysis, the factors influencing the development of the company were worked out in detail. It is found that the main drawback of this software is a relatively long implementation period, and its capabilities and threats are, accordingly, scaling and increasing competitors in a niche. It is concluded that the Sitniks CRM system is not just a system for simplifying and automating business processes, but a platform that has sufficiently powerful functionality due to customization, integration, tracking capabilities and ease of use. The implementation of this software will lead the company to increase productivity, allowing to effectively plan and control, as well as establish strong relationships with customers.

Upravljanje odnosima sa potrošačima (CRM) je poslovna strategija koja nastaje u poduzeću kod poslovnih sustava kojima je cilj zadržati postojeće korisnike za vrijeme nastajanja novog proizvoda ili usluge na tržištu kojom vlada snažna konkurencija. Pojam CRM-a veže se uz tehnologiju koja upravlja odnosima s korisnicima, a obuhvaća aplikacije za upravljanje prodajom, marketingom i pružanjem usluge korisniku. Kada se promatra razvoj poduzeća primjećuje se kako se poslovanje temelji na klijentima te da je održavanje odnosa s njima vrlo bitna značajka ostvarivanja dobrih poslovnih rezultata. Kako bi CRM strategija bila uspješna, u fokus se stavlja implementacija raznih softverskih aplikacija koje imaju za cilj automatizaciju poslovnih procesa unutar poduzeća gdje se ostvaruje odnos klijenta sa procesom. CRM strategija neophodna je za stvaranje dugoročno održivih odnosa s kupcima, koji pridonose rastu tržišne konkurentnosti i ostvarivanju ciljeva poduzeća., Customer Relationship Managament is a strategy created in a company with business systems that aim to retain existing customers during the emergence of a new product or service in a market dominated by strong competition. The term CRM is related to the technology that manages customer relationships and includes applications for managing sales, marketing, and customer service. When observing the development of a company, it is noticed that the business is based on clients and that maintaining relationships with them is a very important feature of achieving good business results. For the CRM strategy to be successful, the focus is on the implementation of various software applications that aim to automate business processes within the company where the client's relationship with the process is obtained. CRM strategy is necessary to create long-term sustainable relationships with customers, which contribute to the growth of market competitiveness and the achievement of company goals.

The purpose of this work is the appropriate use of technology in the life of every business entity, organization, and financial institution. With the growth of technology, the question of their appropriate use has arisen. The state is the key factor of influence and the main body that regulates the activities of innovation and information. The development of the IT sector is the key to sustainable financial development of the country, which contributes to the inflow of finance to the country. When informatizing society, the main attention is paid to a set of measures aimed at ensuring the full use of reliable, comprehensive and timely knowledge in all human activities. Information technology in the financial sector is a kind of mechanism that provides the whole process of efficient and operational work. After all, the process of economic formation acquires a new meaning. It becomes more productive and more coordinated. In modern conditions, information technologies that provide optimization of activities, integration and communication with the external environment are becoming more widespread and used in today's dynamic market. Over the past 3 years, the IT sector has become one of the important sectors for the export of services in Ukraine. In 2019, it brought in more than 5 billion USD in exports per year. An increase in the share of exports leads to an increase in the share of GDP, so the development of the IT sector should be a priority for sustainable financial development of the country. Namely, facilitating means the introduction of small and medium-sized IT enterprises. Creating competitive software for finance and accounting, namely EPR and CRM systems, facilitates the management of human resources, assets, supplies, and production of the final product. The world market leaders are such representatives as: Oracle, Salesforce, SAP, QuickBooks, 1C etc. Important areas of using IT technologies are also facilitating the exchange of information in the process of working on projects, accelerating document flow, improving planning efficiency, implementation of general business and marketing strategy, finance, HR-strategy, simplification of brand promotion, interaction with target audience , strengthening control over financial costs, etc. In addition, these systems help to set tasks, deadlines, results. The paper covers the assessment of the general state of development of e-commerce in Ukraine. The main criteria for the development of information technology are: information services, computer and telecommunications services. The dynamics of foreign trade in these types is highlighted and the most important consumer countries that use the services of Ukrainian specialists in the labor market are studied.

The article presents the results of expert surveys conducted by international organizations to determine the current problems, features and trends of client-orientedness of logistics service in the context of an information environment. A statistical analysis of the indicators describing the level of use of information and communication technologies in the management of relations with consumers in Ukrainian enterprises is carried out. The major barriers to digital transformation of logistics services are identified, which are conditionally classified into 6 groups: market, transport, marketing, informational, organizational, and financial-economic. The expediency of applying a client-oriented approach to logistics service in the information economy is substantiated. A digital strategy for the transformation of client service is proposed, the implementation of which will provide obtaining of a synergistic effect, combining the economic, social and ecological. Prospects for further research include the development of an organizational-economic mechanism for managing relationships with consumers in the context of the marketing strategy of enterprises in the information economy.

Purpose: The research aims to analyze the use of CRM systems for the development and implementation of communication strategies for digital brand management and Internet marketing based on the experience of EU countries. Theoretical framework: Implementing the practice of using CRM systems to develop and fulfill communication strategies for digital brand management and Internet marketing plays a key role in the corporate sector. It is known that the quality of implementation of such a policy will directly affect the commercial result of an enterprise or organization. The problem of using CRM systems and the possibility of improving business processes, which involves the integration of most of the organization's internal processes into the CRM system's operating program, is to find effective means and mechanisms for setting up the marketing and operational work of the enterprise. Design/methodology/approach: The study used scientific research methods, as well as data from official sources of CRM systems that are most popular in the EU. Findings: The research aims to analyze the use of CRM systems to improve the quality of internal communication strategy. An equally important task is to evaluate the management of advertising campaigns and brand positioning policy in the selected business segment. The article analyzes the peculiarities of approaches to the use of CRM systems, as well as their application following the internal corporate policy. Research, Practical & Social implications: The article analyzes the peculiarities of approaches to the use of CRM systems, as well as their application following the internal corporate policy. The key trends of modern CRM systems and the practices of their use are analyzed. This makes it possible to determine the competitive advantages in the market that a company gains after implementing CRM systems. The practice of developing the marketing activities of an enterprise or organization is outlined from the perspective of using CRM systems. Originality/value: By using the available research results, the further practice of using CRM systems can be analyzed from the point of view of the development of the technological aspect of the integration of internal program components of the system into the operating activities of the enterprise.

Целью работы явилась разработка и интеграция в компанию Ñ‚ÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ñ‡ÐµÑÐºÐ¾Ð³Ð¾ решения для общей автоматизации деятельности сотрудников, проведение анализа рынка CRM решений и Ð²Ð½ÑƒÑ‚Ñ€ÐµÐ½Ð½Ð¸Ñ Ð°Ð½Ð°Ð»Ð¸Ð·Ð¾Ð², составление плана разработки Ñ‚ÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ñ‡ÐµÑÐºÐ¾Ð³Ð¾ решения. Задачи работы:- Проведение анализа деятельности компании;- Составление плана разработки и внедрения системы;- Реализация проекта и описание ÐºÐ°Ñ‡ÐµÑÑ‚Ð²ÐµÐ½Ð½Ñ‹Ñ Ñ€ÐµÐ·ÑƒÐ»ÑŒÑ‚Ð°Ñ‚Ð¾Ð². Работа выполнена на базе российской IT-компания «Ditar» Использованные методы: Классификация, Бета-распределение, сбор и обработка Ð´Ð°Ð½Ð½Ñ‹Ñ , моделирование бизнес-процессов, методы определения рисков, планирование процессов, экспертное оценивание. Основные результаты работы: - построением моделей AS-IS и TO-BE обоснована Ð½ÐµÐ¾Ð±Ñ Ð¾Ð´Ð¸Ð¼Ð¾ÑÑ‚ÑŒ автоматизации бизнес-процессов компании, ÑÐ²ÑÐ·Ð°Ð½Ð½Ñ‹Ñ Ñ документооборотом;- доказана целесообразность разработки CRM системы;- проведён анализ деятельности компании;- сформулированы требования и ограничения для Ñ‚ÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ñ‡ÐµÑÐºÐ¾Ð³Ð¾ решения;- разработан обучающий материал для сотрудников. Практическая значимость работы обусловлена потребностью компании в единой информационной системе, спецификой деятельности предприятия, а также Ð½ÐµÐ¾Ð±Ñ Ð¾Ð´Ð¸Ð¼Ð¾ÑÑ‚ÑŒÑŽ автоматизации Ñ€ÑƒÑ‚Ð¸Ð½Ð½Ñ‹Ñ Ð¿Ñ€Ð¾Ñ†ÐµÑÑÐ¾Ð², ÑÐ²ÑÐ·Ð°Ð½Ð½Ñ‹Ñ Ñ обменом, Ñ Ñ€Ð°Ð½ÐµÐ½Ð¸ÐµÐ¼ и написанием Ð´Ð¾ÐºÑƒÐ¼ÐµÐ½Ñ‚Ð°Ñ†Ð¸Ð¾Ð½Ð½Ñ‹Ñ Ð¼Ð°Ñ‚ÐµÑ€Ð¸Ð°Ð»Ð¾Ð². Выводы. Задачи ВКРрешены, цель достигнута, определена область применения результатов.Â, The purpose of the work isto develop and integrate the technological solution for the total automatization of the company’s workers jobs, to analyze the CRM market and the inner processes, to create a plan of development of solution. Tasks of work:- Analysis of the company’s activity;- Planning of development and integration of the system;- Realization of the project, description of the results. Work is performed on the basis of IT-company «Ditar». Used methods: Classification, Beta distribution, information analysis, business processes modeling, methods of risk determination, business processes planning, expert assessment. The main results of the work: - the construction of the AS-IS model and TO-BE model substantiates the need to automate the documentation work business processes;- the expediency of CRM system development is proved;- the company activity analysis is made;- requirements and restrictions for the technological solution development are formulated;- training material for employees and customers of the printing house is developed. The practical significance of the work is due to the need for a company to integrate the universal information system, due to the specifical company working processes and due to the need of the automatization of the exchange, storage and development of the documentations processes. Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.

Целью работы явилось разработка проекта внедрения CRM-системы для повышения эффективности управления клиентами компании Taobao. Задачи работы:- Понимать организационную структуру компании и бизнес-модель и другую информацию о компании;- Анализировать текущий рынок товаров и выбирать оптимальный вариант;- Поэтапное планирование проекта;- Оценить эффективность проекта. Работа выполнена на базе о Taobao, интернет-магазине розничной торговли. Методы: Инструменты стратегического менеджмента, в том числе шаблон бизнес-модели Остервальдера, Ð°Ñ€Ñ Ð¸Ñ‚ÐµÐºÑ‚ÑƒÑ€Ñ‹ предприятия (Enterprise Architecture), стандарт TOGAF, язык Archimate, инструмент моделирования АП Archi. Основные результаты работы: - Понять базовую ситуацию в компании, построив модель структуры компании в программном обеспечении Archi;- Благодаря использованию и обновлению системы компания окупает затраты на внедрение и снижает затраты на обслуживание, тем самым повышая общую конкурентоспособность компании. Практическая значимость работы определяется Taobao усилила свое внимание к управлению клиентами за счет внедрения системы CRM и интеграции Ð´Ð°Ð½Ð½Ñ‹Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ через систему, снизив ненужную рабочую нагрузку сотрудников компании и эффективно повысив эффективность работы. Выводы. Задачи ВКРрешены, цель достигнута, определена область применения результатов.Â, The purpose of the work is the development of a project for the implementation of a CRM system to improve the efficiency of Taobao's customer management. Tasks of work:- Understand the organizational structure of the company and the business model and other information about the company;- Analyze the current market of goods and choose the best option;- Phase planning of the project;- Evaluate the effectiveness of the project.Work is performed on the basis of about Taobao, an online retail store.Methods: Strategic management tools, including the Osterwalder business model template, Enterprise Architecture, TOGAF standard, Archimate language, Archi AP modeling tool. The main results of the work:- Understand the basic situation in the company by building a company structure model in the Archi software;- Through the use and updating of the system, the company pays for implementation costs and reduces maintenance costs, thereby increasing the overall competitiveness of the company. The practical significance of the work is Taobao has strengthened its focus on customer management by implementing a CRM system and integrating company data through the system, reducing the unnecessary workload of company employees and effectively improving work efficiency. Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.

Цель работы - Внедрение информационной  системы  в  агентство недвижимости ООО «Центр вторичного жилья» для повышения Ñ Ð¾Ð·ÑÐ¹ÑÑ‚Ð²ÐµÐ½Ð½Ð¾Ð¹ деятельности предприятия. Работы выполнена на Ð¼Ð°Ñ‚ÐµÑ€Ð¸Ð°Ð»Ð°Ñ ÐžÐžÐž «Центр вторичного жилья». Использованные методы: анализ, классификация, сравнение, измерение, системный Ð¿Ð¾Ð´Ñ Ð¾Ð´. Результаты работы:1. Проведен анализ Ñ Ð¾Ð·ÑÐ¹ÑÑ‚Ð²ÐµÐ½Ð½Ð¾Ð¹ деятельности предприятия ООО «Центр вторичного жилья».2. Выявлены проблемы организации и обоснована потребность во внедрении системы управления взаимоотношениями с клиентами.3. Обоснован выбор системы и разработан плана проекта по внедрению. Область применения результатов ВКР- результаты выпускной квалификационной работы могут быть практически применены для внедрения системы управления взаимоотношениями с клиентами в агентство недвижимости. Выводы. Результатом выпускной квалификационной работы является непосредственно проект по внедрению CRM-cистемы. На основании анализа Ñ Ð¾Ð·ÑÐ¹ÑÑ‚Ð²ÐµÐ½Ð½Ð¾Ð¹ деятельности предприятия было принято решение о Ð½ÐµÐ¾Ð±Ñ Ð¾Ð´Ð¸Ð¼Ð¾ÑÑ‚Ð¸ внедрения информационной системы. После анализа рынка Ð³Ð¾Ñ‚Ð¾Ð²Ñ‹Ñ CRM-систем для бизнеса и Ð¸Ñ ÑÑ€Ð°Ð²Ð½ÐµÐ½Ð¸Ñ была выбрана наиболее Ð¿Ð¾Ð´Ñ Ð¾Ð´ÑÑ‰Ð°Ñ система, разработан план ее внедрения и рассчитана совокупная стоимость владения сроком на 5 лет которая составила 3733349 руб., The aim of the graduate qualification work is implementation of an information system in the real estate agency "Centr vtorichnogo zhilya" LLC to improve the business operations of the company. The work has been carried out on the materials of "Centr vtorichnogo zhilya" LLC.Research methods used: analysis, classification, comparison, measurement, systematic approach. The main results of the graduate qualification work:1. An analysis of the economic activity of the company "Centr vtorichnogo zhilya" LLC has been conducted.2. Identified problems of the organization and justified the need for the implementation of customer relationship management system.3. The choice of the system is justified and the project plan for implementation is developed. The areas of the graduate qualification work results application - the results of the final qualification work can be practically applied to implement a customer relationship management system in a real estate agency. Conclusions of graduate qualification work. The result of the final qualification work is a project for the implementation of a CRM system. Based on the analysis of the business activities of the company, a decision was made on the need to implement an information system. After analyzing the market ready CRM-systems for business and comparing them, the most suitable system was selected, a plan for its implementation was developed and the total cost of ownership for a period of 5 years was calculated which was 3733349 rubles.

Цель работы - Разработать мероприятия по цифровизации бизнес-процессов на предприятии ООО «НТФ Полюс". Работа выполнена на Ð¼Ð°Ñ‚ÐµÑ€Ð¸Ð°Ð»Ð°Ñ Ð½Ð¾Ñ€Ð¼Ð°Ñ‚Ð¸Ð²Ð½Ð¾-правовые акты РФ, отечественная и зарубежная научная литература по теме исследования, данные предприятий, открытые источники. Использованные методы: экономический анализ, метод экспертной оценки. Результаты работы:1. Разработан алгоритм принятия решения по цифровизации бизнес-процесса на предприятии ООО «НТФ-Полюс».2. Проведен сравнительный анализ CRM-систем.3. Выполнен экономический и NPV-анализ CRM-систем.4. Выбрана оптимальная CRM-система для внедрения на предприятие ООО «НТФ Полюс". Область применения результатов ВКР– Выбор CRMсистемы для внедрения на предприятие ООО «НТФ Полюс". Выводы. Наилучшим способом оптимизации бизнес-процессов на предприятии ООО «НТФ Полюс» было определено внедрение CRM-системы 1C: CRM., The aim of the graduate qualification work is Develop measuresfor the digitalization of business-processes at «NTF Polus» LLC. The work has been carried out on the materials of Russian lawsand regulations, domestic and foreign scientific literature on the topic of thestudy, enterprise data, and open sources. Research methods used: economic analysis, expert judgementmethod. The main results of the graduate qualification work:1. A decision-making algorithm for digitalization of the businessprocess at «NTF Polus» LLC. was developed.2. A comparative analysis of CRM-systems was performed.3. Economic and NPV analysis of CRM systems was performed.4. The optimal CRM-system was selected for implementation atLLC «NTF Polyus». The areas of the graduate qualification work results applicationSelection of a CRM system for implementation at «NTF Polyus» LLC. Conclusions of graduate qualification work. The best way tooptimize business processes at «NTF Polyus» LLC was determined to be theimplementation of a 1C: CRM system.

Тема выпускной работы бакалавра: Разработка проекта внедрения CRM-системы в пекарне-кондитерской.Целью работы является разработка проекта по внедрению Amo CRM в пекарне-кондитерской, для наглядного преимущества CRM систем по сравнению с другими сервисами.Задачи работы:-          анализ Ð¾ÑÐ½Ð¾Ð²Ð½Ñ‹Ñ Ð¿Ð¾ÐºÐ°Ð·Ð°Ñ‚ÐµÐ»ÐµÐ¹ деятельности компании;-          анализ рынка CRM-систем;-          обоснование выбора CRM-системы;-          планирование этапов проекта внедрения;-          определение сроков и стоимость Ð¿Ñ€Ð¾ÐµÐºÑ‚Ð½Ñ‹Ñ Ð¾Ð¿ÐµÑ€Ð°Ñ†Ð¸Ð¹;-          оценка эффективности внедрения CRM-системы;-          оценка рисков.Работа выполнена на базе информации о кондитерской «Biscuit Boutique».Методы: прогнозирование, анализ, методы продвижения продукта, оценка эффективности проекта.Основные результаты работы:-          проведен анализ деятельности компании;-          исследован рынок Ð¿Ð¾Ð¿ÑƒÐ»ÑÑ€Ð½Ñ‹Ñ CRM систем;-          разработана концепция плана проекта по внедрения;-          разработано Ñ‚ÐµÑ Ð½Ð¸Ñ‡ÐµÑÐºÐ¾Ðµ задание;-          проведена оценка эффективности.Практическая значимость работы определяется концепция разработки плана проекта по внедрению Amo CRM с целью увеличения продаж.Выводы. Задачи ВКРрешены, цель достигнута, область применения результатов определена – разработка проекта внедрения CRM-системы в пекарне-кондитерской., Theme of the graduate qualification work of bachelor: Development of a project for the implementation of a CRM system in a bakery and confectionery.The purpose of the work is the development of a project for the implementation of Amo CRM in a bakery and confectionery, for a clear advantage of CRM systems compared to other services.Tasks of the work:-          analysis of the main performance indicators of the company;-          market analysis of CRM-systems;-          rationale for choosing a CRM system;-          planning the stages of the implementation project;-          determination of the timing and cost of project operations;-          еvaluation of the effectiveness of the implementation of the CRM system.-          risk assessment.Work is performed on the basis of information about Biscuit Boutique confectionery.Methods: forecasting, analysis, methods of product promotion, evaluation of project effectiveness.Work results:-          analysis of the company's activities;-          researched the market of popular CRM systems;-          the concept of the project plan for implementation was developed;-          developed technical specifications;-          performance evaluation was carried out.The practical significance of the the concept of developing a project plan for the implementation of Amo CRM in order to increase sales is determined.Conclusions. The tasks of the WRC have been solved, the goal has been achieved, the scope of the results has been determined - the development of a project for the implementation of a CRM system in a bakery and confectionery.Â

Магістерська дисертація виконана на 140 сторінках, містить 16 таблиць та 40 рисунків. В ході дослідження було отримано такі елементи практичної новизни: запропоновано структурно-логічну схему удосконалення антикрихкості в компанії. У магістерській дисертації ґрунтовно проаналізовано фундаментальні та поточні особливості юридичного ринку України та антикрихкості. Це стало основою теоретичного блоку роботи. Аналітична частина базується на маркетинговому дослідженні із застосуванням таких інструментів як власне дослідження на підприємстві та опитування. В результаті дослідження первинних джерел визначено особливості антикрихкості. Запропоновано альтенативні стратегії для удосконалення поточної маркетингової антикрихкості в компанії Crowe Mikhailenko. На основі отриманих результатів вирахувано економічну доцільність наведених рекомендацій. The master's thesis consists of 140 pages, contains 16 tables and 40 figures. In the course of the research, the following elements of practical novelty were obtained: a structural and logical scheme for improving antifragility in the company was proposed. The master's thesis thoroughly analyzed the fundamental and current features of the legal market of Ukraine and antifragility. This became the basis of the theoretical unit of the work. The analytical part is based on marketing research using such tools as company research and surveys. As a result of the study of primary sources, the features of antifragility were determined. Alternative strategies for improving the current marketing antifragility in the Crowe Mikhailenko company are proposed. Based on the obtained results, the economic feasibility of the given recommendations was calculated.

Тема выпускной квалификационной работы бакалавра: ««Цифровизация компании туристической отрасли путём внедрения ИТ-решений». Цель работы – разработка проекта внедрения CRM-системы для автоматизации бизнес-процессов туристического агентства. Задачи работы:− описание и анализ деятельности туристической компании;− описание бизнес-процессов компании и выявление ÑƒÐ·ÐºÐ¸Ñ Ð¼ÐµÑÑ‚ модели AS-IS и описание Ð¸Ð½Ñ„Ð¾Ñ€Ð¼Ð°Ñ†Ð¸Ð¾Ð½Ð½Ñ‹Ñ Ð¿Ñ€Ð¾Ð±Ð»ÐµÐ¼;− выбор системы, отвечающей требованиям в ÑƒÑÐ»Ð¾Ð²Ð¸ÑÑ Ñ†Ð¸Ñ„Ñ€Ð¾Ð²Ð¸Ð·Ð°Ñ†Ð¸Ð¸;− разработка проекта внедрения и обоснование его экономической эффективности. Работа выполнена на базе деятельности туристического агентства ООО «Соу Олл Гуд Трипс». Использованные методы: SWOT-анализ, сравнительный анализ, моделирование бизнес-процессов, анализ Ð´Ð°Ð½Ð½Ñ‹Ñ , инструменты инфографики. Основные результаты работы: − построением модели AS-IS обоснована Ð½ÐµÐ¾Ð±Ñ Ð¾Ð´Ð¸Ð¼Ð¾ÑÑ‚ÑŒ автоматизации процесса прием и обработка заявки;− выбрана информационная система (далее ИС), Ð¿Ð¾Ð´Ñ Ð¾Ð´ÑÑ‰Ð°Ñ под требования;− построена новая модель организации бизнес-процессов ТО-ВЕ;− разработан проект внедрения и обоснована его экономическая эффективность. Практическая значимость работы определяется результатами автоматизации для турагентства: упрощение и ускорение процесса приема и обработки заявки, введение формирования отчетности и анализа продаж, снижение количества ÑƒÐ¿ÑƒÑ‰ÐµÐ½Ð½Ñ‹Ñ ÐºÐ»Ð¸ÐµÐ½Ñ‚Ð¾Ð², увеличение продаж. В качестве дополнительной оптимизации также было рассмотрено подключение сервиса электронного документооборота (далее ЭДО).Выводы. Задачи ВКРрешены, цель достигнута, определена область применения результатов., Theme of the graduate qualification work of bachelor: “Digitalization of a company from the tourism industry by integration IT solutions”. The purpose of the work – development of a project for the integration of a CRM system for automating the business processes of a travel agency. Tasks of work:− description and analysis of activities of the company in the tourism industry;− description of the company's business processes and identification of bottlenecks in the AS-IS model and description of information problems;− selection of a system that meets the requirements in the context of digitalization;− development of the implementation project and substantiation of its economic efficiency. Work is performed on the basis of the activities of the travel agency Sow All Good Trips LLC.Methods used: SWOT analysis, benchmarking, business process modeling, data analysis, infographic tools. The main results of the work:− by building an AS-IS model, the need to automate the process of receiving and processing an application is substantiated;− selected IS that meets the requirements;− a new model of organization of TO-BE business processes was built;− an implementation project has been developed and its economic efficiency has been substantiated. The practical significance of the work is determined by the results of automation for a travel agency: simplification and acceleration of the process of receiving and processing applications, the introduction of reporting and sales analysis, reducing the number of lost customers, increasing sales. As an additional optimization, the connection of the EDI service was also considered.Conclusions. The tasks of the WRC have been solved, the goal has been achieved, the scope of the results has been determined.