Моделювання процесу впровадження CRM-системи для підвищення ефективності діяльності підприємства
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Date
2025
Journal Title
Journal ISSN
Volume Title
Publisher
Сумський державний університет
Bachelor’s paper
Date of Defense
Scientific Director
Speciality
051 - Економіка
Date of Presentation
July 2025
Abstract
Актуальність теми дослідження. У сучасному логістичному середовищі управління проєктами у великих міжнародних компаніях, таких як DB Schenker, стикається з низкою викликів: розпорошеністю інформації у розрізнених джерелах (електронні таблиці, пошта, окремі облікові системи), відсутністю централізованої бази даних, дублюванням інформації та затримками при оновленні статусів. Усе це призводить до підвищених операційних витрат, ризику втрати даних та зменшення продуктивності команд. У зв’язку з цим розробка й впровадження CRM-системи для управління проєктами є актуальним завданням для підвищення ефективності діяльності підприємства.
Мета кваліфікаційної роботи: розробка та впровадження прототипу CRM-системи для управління проєктами й SAP-замовленнями у логістичному середовищі компанії DB Schenker Nederland, що дозволяє централізувати й автоматизувати бізнес-процеси управління проєктами Builds, підвищити прозорість операцій та скоротити час на адміністрування.
Об’єктом дослідження є процес управління проєктами й SAP-замовленнями у компанії DB Schenker Nederland. Предметом дослідження є методи, засоби та технології розробки й впровадження CRM-системи для підвищення ефективності управління цими процесами.
У ході дослідження використано комплекс методів: системний аналіз для дослідження наявного стану управління проєктами; економіко-математичні методи для обґрунтування вибору платформи й розрахунку економічного ефекту; методи моделювання для побудови інформаційної моделі; методи програмування для розробки програмного забезпечення; методи тестування для перевірки функціональності й відповідності системи вимогам користувачів.
Інформаційною базою кваліфікаційної роботи слугували наукові праці з тематики CRM-систем і управління проєктами, нормативно-правова база, звітність компанії DB Schenker Nederland, спостереження й результати тестових впроваджень розробленого прототипу під час переддипломної практики.
Теоретичні результати дослідження полягають у систематизації підходів до побудови CRM-систем у логістичних компаніях, розробленні вимог до інформаційної моделі й структури системи. Практичні результати включають розробку й реалізацію прототипу CRM-системи на платформі Odoo, розробку інтеграційного модуля для синхронізації із зовнішніми джерелами даних (Google Sheets і SAP), створення карток проєктів із розширеними полями й функціональністю управління статусами.
Наукова новизна роботи полягає у розробці комплексного підходу до автоматизації управління проєктами у логістичному середовищі шляхом впровадження інтегрованої CRM-системи із розширеною інформаційною моделлю й можливістю масштабування під специфічні потреби компанії.
Практичне значення отриманих результатів полягає у можливості безпосереднього впровадження розробленого прототипу CRM-системи у бізнес-процеси DB Schenker Nederland, що забезпечує прозорий контроль над проєктами, підвищує точність і своєчасність оновлення статусів, скорочує час обробки SAP-замовлень та розвантажує адміністративний персонал. Отримані результати можуть бути використані у подібних підприємствах логістичної галузі для цифровізації управлінських процесів.
Рекомендації щодо використання результатів дослідження: розгорнути розроблений прототип CRM-системи у промисловому середовищі компанії; розширити функціональність для управління фінансовими показниками та складання аналітичних звітів; провести навчальні тренінги для користувачів; забезпечити інтеграцію із системами управління кадрами та розробити мобільний інтерфейс для оперативного управління.
In the contemporary business landscape, marked by swift digital transformation, intensified competition, and growing customer expectations, enterprises are compelled to adopt sophisticated tools for managing internal processes, project workflows, and inter-departmental communications effectively. Logistic companies, operating in particularly dynamic and information-intensive environments, face unique challenges requiring innovative digital solutions. Among the most crucial instruments addressing these challenges is Customer Relationship Management (CRM) systems, designed specifically to streamline customer interaction, automate complex processes, manage detailed project workflows, and integrate external data efficiently. The current research emphasizes the pressing operational challenges identified at DB Schenker Nederland, a prominent international logistics service provider specializing in supporting Google data centers. The analysis revealed several critical inefficiencies stemming from a reliance on decentralized and manually maintained data management tools, primarily Google Sheets, email correspondence, and isolated documentation. These methods led to considerable data duplication, significant delays in updates, fragmented communication across teams, lack of transparency in project statuses, elevated administrative workloads, and inadequate analytic support for informed decision-making processes. The principal objective of this research was the comprehensive design, development, and deployment of a CRM prototype specifically tailored to DB Schenker Nederland’s operational requirements. This prototype was aimed at enhancing efficiency through the centralization and automation of project management tasks, handling of SAP orders, real-time task monitoring, and the generation of comprehensive analytical reports. The research object involves the organizational-economic activities of DB Schenker within its logistics operations, specifically within the context of Google data centers. The subject of investigation includes the detailed methodologies, technology integrations, and systematic processes involved in the CRM system's creation and operational implementation. The first phase involved an in-depth analysis of DB Schenker's existing project management methodologies. This analysis clearly indicated numerous operational inefficiencies, including widespread fragmentation of data across various platforms, ineffective synchronization between departments, manual and error-prone updates to project and task statuses, limited capabilities in analytics and reporting, and insufficient scalability to handle increasing volumes of projects and orders effectively. Addressing these identified issues, the research detailed explicit requirements for the proposed CRM system. Fundamental requirements encompassed centralized data storage, real-time synchronization capabilities with external systems (Google Sheets and SAP), robust automated task management, detailed analytical and reporting features, and comprehensive customization to meet DB Schenker’s specific operational needs. The primary objective was to achieve seamless integration with existing business practices, enhance transparency and accuracy of operational data, and significantly reduce administrative efforts. Following a rigorous comparative evaluation of various CRM platforms, notably Salesforce and Odoo, the research selected Odoo as the preferred solution. This decision was influenced by Odoo’s modular structure, open-source flexibility, cost efficiency, extensive customization opportunities, and robust integration capabilities. The open-source nature of Odoo facilitated rapid and flexible adaptation, significantly minimizing costs and allowing for tailored adjustments according to DB Schenker's distinct business processes and operational requirements. The implementation phase commenced with establishing a specialized development environment utilizing the Odoo platform. This phase included configuring appropriate server infrastructure, installing necessary software modules, and constructing a user-friendly interface tailored to effective project management and data handling. Customized data structures and information models were designed, including detailed project cards capturing essential information such as unique Build IDs, facility details, the quantity of required equipment, project statuses, deadlines, and task-specific data. A significant aspect of this research was the CRM system’s robust integration capabilities. The system was successfully integrated with external data sources— specifically Google Sheets used for managing SAP orders. This integration was accomplished via specialized Python scripts employing XML-RPC protocols and Google Sheets API, enabling automatic, real-time data synchronization. This technical solution eliminated manual data entry tasks, drastically reduced the risk of errors, and ensured the consistent availability of accurate, up-to-date information across all relevant departments. The CRM prototype demonstrated extensive functional capabilities, notably: - Centralized management and tracking of projects and SAP order statuses. - Clear visualization and automated monitoring of project phases and task completion statuses. - Real-time, automated synchronization and updates from external data sources. - Integrated analytical modules delivering real-time comprehensive reporting and decision-support analytics. - Highly customizable report generation aligning closely with specific management and departmental requirements. The research's scientific novelty is underscored by its comprehensive, integrative approach, combining detailed system analyses, precise requirement definitions, sophisticated data modeling techniques, strategic integration of advanced technologies, and pragmatic deployment tailored specifically for logistics-oriented operations. This integrative approach ensures enhanced scalability, adaptability, and significant transferability potential to other enterprises within the logistics domain encountering similar operational complexities. The practical implications and value of the research are significant, highlighting the potential for immediate and impactful deployment within DB Schenker Nederland’s operational framework. Deploying the CRM system prototype is expected to substantially improve data accuracy, enhance operational transparency, streamline project management processes, reduce administrative workloads, and optimize overall operational efficiency. The inherent flexibility and scalability further support its adaptation to evolving business needs, including expanded functionalities such as advanced financial analytics, integration with human resource systems, and the development of mobile-access platforms for dynamic operational control. Recommendations derived from the research advocate immediate CRM deployment within DB Schenker’s active operational environment, further extension of system functionality to include sophisticated financial analysis tools, expanded analytical reporting capabilities, structured training programs to ensure user proficiency, and comprehensive development of mobile interface solutions to facilitate on-the-go data management and operational decision-making capabilities
In the contemporary business landscape, marked by swift digital transformation, intensified competition, and growing customer expectations, enterprises are compelled to adopt sophisticated tools for managing internal processes, project workflows, and inter-departmental communications effectively. Logistic companies, operating in particularly dynamic and information-intensive environments, face unique challenges requiring innovative digital solutions. Among the most crucial instruments addressing these challenges is Customer Relationship Management (CRM) systems, designed specifically to streamline customer interaction, automate complex processes, manage detailed project workflows, and integrate external data efficiently. The current research emphasizes the pressing operational challenges identified at DB Schenker Nederland, a prominent international logistics service provider specializing in supporting Google data centers. The analysis revealed several critical inefficiencies stemming from a reliance on decentralized and manually maintained data management tools, primarily Google Sheets, email correspondence, and isolated documentation. These methods led to considerable data duplication, significant delays in updates, fragmented communication across teams, lack of transparency in project statuses, elevated administrative workloads, and inadequate analytic support for informed decision-making processes. The principal objective of this research was the comprehensive design, development, and deployment of a CRM prototype specifically tailored to DB Schenker Nederland’s operational requirements. This prototype was aimed at enhancing efficiency through the centralization and automation of project management tasks, handling of SAP orders, real-time task monitoring, and the generation of comprehensive analytical reports. The research object involves the organizational-economic activities of DB Schenker within its logistics operations, specifically within the context of Google data centers. The subject of investigation includes the detailed methodologies, technology integrations, and systematic processes involved in the CRM system's creation and operational implementation. The first phase involved an in-depth analysis of DB Schenker's existing project management methodologies. This analysis clearly indicated numerous operational inefficiencies, including widespread fragmentation of data across various platforms, ineffective synchronization between departments, manual and error-prone updates to project and task statuses, limited capabilities in analytics and reporting, and insufficient scalability to handle increasing volumes of projects and orders effectively. Addressing these identified issues, the research detailed explicit requirements for the proposed CRM system. Fundamental requirements encompassed centralized data storage, real-time synchronization capabilities with external systems (Google Sheets and SAP), robust automated task management, detailed analytical and reporting features, and comprehensive customization to meet DB Schenker’s specific operational needs. The primary objective was to achieve seamless integration with existing business practices, enhance transparency and accuracy of operational data, and significantly reduce administrative efforts. Following a rigorous comparative evaluation of various CRM platforms, notably Salesforce and Odoo, the research selected Odoo as the preferred solution. This decision was influenced by Odoo’s modular structure, open-source flexibility, cost efficiency, extensive customization opportunities, and robust integration capabilities. The open-source nature of Odoo facilitated rapid and flexible adaptation, significantly minimizing costs and allowing for tailored adjustments according to DB Schenker's distinct business processes and operational requirements. The implementation phase commenced with establishing a specialized development environment utilizing the Odoo platform. This phase included configuring appropriate server infrastructure, installing necessary software modules, and constructing a user-friendly interface tailored to effective project management and data handling. Customized data structures and information models were designed, including detailed project cards capturing essential information such as unique Build IDs, facility details, the quantity of required equipment, project statuses, deadlines, and task-specific data. A significant aspect of this research was the CRM system’s robust integration capabilities. The system was successfully integrated with external data sources— specifically Google Sheets used for managing SAP orders. This integration was accomplished via specialized Python scripts employing XML-RPC protocols and Google Sheets API, enabling automatic, real-time data synchronization. This technical solution eliminated manual data entry tasks, drastically reduced the risk of errors, and ensured the consistent availability of accurate, up-to-date information across all relevant departments. The CRM prototype demonstrated extensive functional capabilities, notably: - Centralized management and tracking of projects and SAP order statuses. - Clear visualization and automated monitoring of project phases and task completion statuses. - Real-time, automated synchronization and updates from external data sources. - Integrated analytical modules delivering real-time comprehensive reporting and decision-support analytics. - Highly customizable report generation aligning closely with specific management and departmental requirements. The research's scientific novelty is underscored by its comprehensive, integrative approach, combining detailed system analyses, precise requirement definitions, sophisticated data modeling techniques, strategic integration of advanced technologies, and pragmatic deployment tailored specifically for logistics-oriented operations. This integrative approach ensures enhanced scalability, adaptability, and significant transferability potential to other enterprises within the logistics domain encountering similar operational complexities. The practical implications and value of the research are significant, highlighting the potential for immediate and impactful deployment within DB Schenker Nederland’s operational framework. Deploying the CRM system prototype is expected to substantially improve data accuracy, enhance operational transparency, streamline project management processes, reduce administrative workloads, and optimize overall operational efficiency. The inherent flexibility and scalability further support its adaptation to evolving business needs, including expanded functionalities such as advanced financial analytics, integration with human resource systems, and the development of mobile-access platforms for dynamic operational control. Recommendations derived from the research advocate immediate CRM deployment within DB Schenker’s active operational environment, further extension of system functionality to include sophisticated financial analysis tools, expanded analytical reporting capabilities, structured training programs to ensure user proficiency, and comprehensive development of mobile interface solutions to facilitate on-the-go data management and operational decision-making capabilities
In the contemporary business landscape, marked by swift digital transformation, intensified competition, and growing customer expectations, enterprises are compelled to adopt sophisticated tools for managing internal processes, project workflows, and inter-departmental communications effectively. Logistic companies, operating in particularly dynamic and information-intensive environments, face unique challenges requiring innovative digital solutions. Among the most crucial instruments addressing these challenges is Customer Relationship Management (CRM) systems, designed specifically to streamline customer interaction, automate complex processes, manage detailed project workflows, and integrate external data efficiently. The current research emphasizes the pressing operational challenges identified at DB Schenker Nederland, a prominent international logistics service provider specializing in supporting Google data centers. The analysis revealed several critical inefficiencies stemming from a reliance on decentralized and manually maintained data management tools, primarily Google Sheets, email correspondence, and isolated documentation. These methods led to considerable data duplication, significant delays in updates, fragmented communication across teams, lack of transparency in project statuses, elevated administrative workloads, and inadequate analytic support for informed decision-making processes. The principal objective of this research was the comprehensive design, development, and deployment of a CRM prototype specifically tailored to DB Schenker Nederland’s operational requirements. This prototype was aimed at enhancing efficiency through the centralization and automation of project management tasks, handling of SAP orders, real-time task monitoring, and the generation of comprehensive analytical reports. The research object involves the organizational-economic activities of DB Schenker within its logistics operations, specifically within the context of Google data centers. The subject of investigation includes the detailed methodologies, technology integrations, and systematic processes involved in the CRM system's creation and operational implementation. The first phase involved an in-depth analysis of DB Schenker's existing project management methodologies. This analysis clearly indicated numerous operational inefficiencies, including widespread fragmentation of data across various platforms, ineffective synchronization between departments, manual and error-prone updates to project and task statuses, limited capabilities in analytics and reporting, and insufficient scalability to handle increasing volumes of projects and orders effectively. Addressing these identified issues, the research detailed explicit requirements for the proposed CRM system. Fundamental requirements encompassed centralized data storage, real-time synchronization capabilities with external systems (Google Sheets and SAP), robust automated task management, detailed analytical and reporting features, and comprehensive customization to meet DB Schenker’s specific operational needs. The primary objective was to achieve seamless integration with existing business practices, enhance transparency and accuracy of operational data, and significantly reduce administrative efforts. Following a rigorous comparative evaluation of various CRM platforms, notably Salesforce and Odoo, the research selected Odoo as the preferred solution. This decision was influenced by Odoo’s modular structure, open-source flexibility, cost efficiency, extensive customization opportunities, and robust integration capabilities. The open-source nature of Odoo facilitated rapid and flexible adaptation, significantly minimizing costs and allowing for tailored adjustments according to DB Schenker's distinct business processes and operational requirements. The implementation phase commenced with establishing a specialized development environment utilizing the Odoo platform. This phase included configuring appropriate server infrastructure, installing necessary software modules, and constructing a user-friendly interface tailored to effective project management and data handling. Customized data structures and information models were designed, including detailed project cards capturing essential information such as unique Build IDs, facility details, the quantity of required equipment, project statuses, deadlines, and task-specific data. A significant aspect of this research was the CRM system’s robust integration capabilities. The system was successfully integrated with external data sources— specifically Google Sheets used for managing SAP orders. This integration was accomplished via specialized Python scripts employing XML-RPC protocols and Google Sheets API, enabling automatic, real-time data synchronization. This technical solution eliminated manual data entry tasks, drastically reduced the risk of errors, and ensured the consistent availability of accurate, up-to-date information across all relevant departments. The CRM prototype demonstrated extensive functional capabilities, notably: - Centralized management and tracking of projects and SAP order statuses. - Clear visualization and automated monitoring of project phases and task completion statuses. - Real-time, automated synchronization and updates from external data sources. - Integrated analytical modules delivering real-time comprehensive reporting and decision-support analytics. - Highly customizable report generation aligning closely with specific management and departmental requirements. The research's scientific novelty is underscored by its comprehensive, integrative approach, combining detailed system analyses, precise requirement definitions, sophisticated data modeling techniques, strategic integration of advanced technologies, and pragmatic deployment tailored specifically for logistics-oriented operations. This integrative approach ensures enhanced scalability, adaptability, and significant transferability potential to other enterprises within the logistics domain encountering similar operational complexities. The practical implications and value of the research are significant, highlighting the potential for immediate and impactful deployment within DB Schenker Nederland’s operational framework. Deploying the CRM system prototype is expected to substantially improve data accuracy, enhance operational transparency, streamline project management processes, reduce administrative workloads, and optimize overall operational efficiency. The inherent flexibility and scalability further support its adaptation to evolving business needs, including expanded functionalities such as advanced financial analytics, integration with human resource systems, and the development of mobile-access platforms for dynamic operational control. Recommendations derived from the research advocate immediate CRM deployment within DB Schenker’s active operational environment, further extension of system functionality to include sophisticated financial analysis tools, expanded analytical reporting capabilities, structured training programs to ensure user proficiency, and comprehensive development of mobile interface solutions to facilitate on-the-go data management and operational decision-making capabilities
In the contemporary business landscape, marked by swift digital transformation, intensified competition, and growing customer expectations, enterprises are compelled to adopt sophisticated tools for managing internal processes, project workflows, and inter-departmental communications effectively. Logistic companies, operating in particularly dynamic and information-intensive environments, face unique challenges requiring innovative digital solutions. Among the most crucial instruments addressing these challenges is Customer Relationship Management (CRM) systems, designed specifically to streamline customer interaction, automate complex processes, manage detailed project workflows, and integrate external data efficiently. The current research emphasizes the pressing operational challenges identified at DB Schenker Nederland, a prominent international logistics service provider specializing in supporting Google data centers. The analysis revealed several critical inefficiencies stemming from a reliance on decentralized and manually maintained data management tools, primarily Google Sheets, email correspondence, and isolated documentation. These methods led to considerable data duplication, significant delays in updates, fragmented communication across teams, lack of transparency in project statuses, elevated administrative workloads, and inadequate analytic support for informed decision-making processes. The principal objective of this research was the comprehensive design, development, and deployment of a CRM prototype specifically tailored to DB Schenker Nederland’s operational requirements. This prototype was aimed at enhancing efficiency through the centralization and automation of project management tasks, handling of SAP orders, real-time task monitoring, and the generation of comprehensive analytical reports. The research object involves the organizational-economic activities of DB Schenker within its logistics operations, specifically within the context of Google data centers. The subject of investigation includes the detailed methodologies, technology integrations, and systematic processes involved in the CRM system's creation and operational implementation. The first phase involved an in-depth analysis of DB Schenker's existing project management methodologies. This analysis clearly indicated numerous operational inefficiencies, including widespread fragmentation of data across various platforms, ineffective synchronization between departments, manual and error-prone updates to project and task statuses, limited capabilities in analytics and reporting, and insufficient scalability to handle increasing volumes of projects and orders effectively. Addressing these identified issues, the research detailed explicit requirements for the proposed CRM system. Fundamental requirements encompassed centralized data storage, real-time synchronization capabilities with external systems (Google Sheets and SAP), robust automated task management, detailed analytical and reporting features, and comprehensive customization to meet DB Schenker’s specific operational needs. The primary objective was to achieve seamless integration with existing business practices, enhance transparency and accuracy of operational data, and significantly reduce administrative efforts. Following a rigorous comparative evaluation of various CRM platforms, notably Salesforce and Odoo, the research selected Odoo as the preferred solution. This decision was influenced by Odoo’s modular structure, open-source flexibility, cost efficiency, extensive customization opportunities, and robust integration capabilities. The open-source nature of Odoo facilitated rapid and flexible adaptation, significantly minimizing costs and allowing for tailored adjustments according to DB Schenker's distinct business processes and operational requirements. The implementation phase commenced with establishing a specialized development environment utilizing the Odoo platform. This phase included configuring appropriate server infrastructure, installing necessary software modules, and constructing a user-friendly interface tailored to effective project management and data handling. Customized data structures and information models were designed, including detailed project cards capturing essential information such as unique Build IDs, facility details, the quantity of required equipment, project statuses, deadlines, and task-specific data. A significant aspect of this research was the CRM system’s robust integration capabilities. The system was successfully integrated with external data sources— specifically Google Sheets used for managing SAP orders. This integration was accomplished via specialized Python scripts employing XML-RPC protocols and Google Sheets API, enabling automatic, real-time data synchronization. This technical solution eliminated manual data entry tasks, drastically reduced the risk of errors, and ensured the consistent availability of accurate, up-to-date information across all relevant departments. The CRM prototype demonstrated extensive functional capabilities, notably: - Centralized management and tracking of projects and SAP order statuses. - Clear visualization and automated monitoring of project phases and task completion statuses. - Real-time, automated synchronization and updates from external data sources. - Integrated analytical modules delivering real-time comprehensive reporting and decision-support analytics. - Highly customizable report generation aligning closely with specific management and departmental requirements. The research's scientific novelty is underscored by its comprehensive, integrative approach, combining detailed system analyses, precise requirement definitions, sophisticated data modeling techniques, strategic integration of advanced technologies, and pragmatic deployment tailored specifically for logistics-oriented operations. This integrative approach ensures enhanced scalability, adaptability, and significant transferability potential to other enterprises within the logistics domain encountering similar operational complexities. The practical implications and value of the research are significant, highlighting the potential for immediate and impactful deployment within DB Schenker Nederland’s operational framework. Deploying the CRM system prototype is expected to substantially improve data accuracy, enhance operational transparency, streamline project management processes, reduce administrative workloads, and optimize overall operational efficiency. The inherent flexibility and scalability further support its adaptation to evolving business needs, including expanded functionalities such as advanced financial analytics, integration with human resource systems, and the development of mobile-access platforms for dynamic operational control. Recommendations derived from the research advocate immediate CRM deployment within DB Schenker’s active operational environment, further extension of system functionality to include sophisticated financial analysis tools, expanded analytical reporting capabilities, structured training programs to ensure user proficiency, and comprehensive development of mobile interface solutions to facilitate on-the-go data management and operational decision-making capabilities
Keywords
автоматизація, automation, інтеграція SAP, SAP integration, прототип CRM-системи, CRM system, логістика, logistics management, цифровізація, digital solutions, розробка програмного забезпечення, software customization, інформаційна модель, information model, управління бізнес-процесами, business process management, управління задачами, task management
Citation
Хільгор А. В. Моделювання процесу впровадження CRM-системи для підвищення ефективності діяльності підприємства : робота на здобуття кваліфікаційного ступеня бакалавра : спец. 051 - економіка / наук. кер. C. В. Лєонов. Суми : Сумський державний університет, 2025. 29 с.