Introduction

A 10-20 years ago, most of people used papers to storing and analyzing information. But once internet and IT technologies were invented everything changed. Everyone started to work with the help of internet technologies and online services that help to collect and analyze big data.

Today, technologies reach into almost every area of our lives and become integral part of our daily living. One of such areas is applying the new technologies in business. Some IT technologies in business are used for automatization process. For this purpose, sometimes integrating web technologies in business processes, help users to work quickly and conveniently with necessary information.

In the company where I am working workflow was not perfect. Half of information was stored in online storage, half of them was stored in paper based on the cupboard. It is not comfortable for analyzing and working with them. Even to find a single document was difficult, which is stored in the other documents. Projects and tasks was without any statuses, and it was difficult to look which project or task is current. It is only several problems. So I decided to implement into our workflow process a system which will solve these problems. My decision was to develop CRM system.

Customer relationship management (CRM) is an approach to managing a company's interaction with current and future customers. The customer relationship management approach to analyse data about customers' history with a company, in order to better improve business relationships with customers, specifically focusing on retaining customers. Also CRM can help to organize company`s workflow by introducing new features for productive work.

CRM system is a piece of technology used to organise, automate and synchronise all of the customer facing areas within your company: from marketing to sales to customer service to technical support.

It gives you the time to develop other areas of your business, whilst giving you the reassurance that you’re not letting your existing clients down or responding to new enquiries in an efficient manner. Benefits of such systems:

• It’s a place to store all of your company’s information and documents in one place, that’s easy to update and share with the whole team.

• Every member of your team will be able to see the exact point when your business last communicated with a client, and what the nature of that communication was.

• CRMs can give you instant metrics on various aspects of your business automatically. Metrics are critical to your business growth and success.

• You will be able to see the complete history of your company’s interaction with a projects, clients or with tasks.

• CRM will also can be integrated with your calendars and diaries, relating important events or tasks with the relevant client. You'll never be able to keep track of every task you need to do and event you need to attend without a good system. A CRM will help you not only keep track of every task and every event but also relate them to the appropriate client or project.

• Organizing all your information into one system gives you that big picture. A CRM integrates emails and tasks and calendars and so much more in one easily maintained and managed place. Access your information from anywhere in the world and from any internet-accessible device. You'll learn things about your business you never knew before. By being organized and storing things in a central location you'll bring all the pieces together. The key is business organization.

In my system, I include company workflow process like clients, employees, projects and tasks. And I called I “LES crm”.