Implementation of Aftersales Managing System in the Retailer's Enterprise

Qualification work is devoted to the topic "Implementation of a system for after-sales service in a retail company". The work considers the problem of automating after-sales service processes in a DIY-retailer company specializing in the sale of repair goods. The study focuses on finding and describing ways to optimize customer service through a corporate information system, as well as on optimizing the process of creating such a system. The problem of the study is the need to effectively manage a large volume of customer requests for customer service, warranty repair, exchange and return of goods in a retail environment with high turnover and low margins. The purpose of the study is to develop the concept of corporate information system that automates the processes of after-sales service and promotes customer loyalty. To achieve the goal, the following research methods were used in the work: literature analysis, interviewing, questionnaires, modeling of business processes, designing the system architecture. The object of the study is the process of after-sales service in DIY-retail. The subject of the study is a corporate information system that automates service operations. The work consists of three chapters, introduction, conclusion and list of references. The first chapter is devoted to the description of the specifics of retail trade, peculiarities of after-sales service and formulation of the research problem. The second chapter reveals the features of the organization under study, analyzes its business model, identifies key problems and suggests ways to solve them. The third chapter describes the results of the system requirements development, estimates the labor intensity of implementation and the expected effects of implementation. The volume of the work is 81 pages, including 30 figures, 8 tables. The list of used literature contains 22 sources.