IT Company's Transition Project to a New CRM System

The transition of the IT-company “ABC” LLC to a domestic CRM-system is due to the need for import substitution in the field of software. software. The main activity of the company is to create information systems and services. Interaction with customers is carried out through the business process of sales support, for the maintenance of which the CRM-system “Microsoft Dynamics 365” is used. The graduate qualification work includes four chapters. In the first chapter the business process of sales support is analyzed, the functions of CRM-system “Microsoft Dynamics 365” are analyzed and conducted interviews with the main users of the system to determine the requirements for the new CRM-system. In the second chapter, based on the collected data, the following criteria for evaluating alternative CRM systems were formulated criteria for evaluating alternative CRM systems. The CRM system selected was. “Bitrix24” using the method of summarizing the criteria evaluations. In the third chapter, a plan for customization of the new system was developed. In the fourth chapter analyzed the risks of CRM-system implementation, proposed measures to manage them, developed a plan for the implementation of the system and budget of the project of transition of IT-company to the new CRM-system is calculated. The proposed implementation plan will be considered by the management of the IT-company “ABC”. The total volume of the work is 74 pages.