Implementation of CRM System in Marius Reataurant

This graduation thesis focuses on developing a project for implementing a CRM system in the "Marius" restaurant with the goal of optimizing a key business process. The thesis analyzes information systems used in the restaurant business and substantiates the need for CRM system implementation to enhance operational efficiency. A detailed analysis of the "Marius" restaurant's activities is conducted, including an analysis of its website, observation of the establishment's operations, and an interview with the administrator. The restaurant's concept, target audience, competitive advantages, and key business processes are identified. A SWOT analysis reveals the strengths and weaknesses of the "Marius" restaurant, as well as the opportunities and threats associated with its operations. Key business processes of the "Marius" restaurant are analyzed using BPMN notation, and the "Event Organization" process is selected for optimization through CRM system implementation. An overview of the Russian CRM system market is presented, including a comparative analysis of popular solutions and development of requirements for a CRM system tailored to the "Marius" restaurant. Based on these requirements, the optimal CRM system, AmoCRM, is selected. A project for implementing the CRM system in the "Marius" restaurant is developed, encompassing the definition of stages and tasks, an implementation plan, an assessment of risks and mitigation measures, as well as an evaluation of effectiveness and economic justification. Implementing the CRM system will enable the "Marius" restaurant to automate the process of receiving and processing event applications, create a centralized customer database, improve service quality, and increase profits. The developed CRM system implementation project can be utilized by the "Marius" restaurant for optimization and integration into other business processes, as well as a foundation for addressing similar challenges in the restaurant business.