Návrh zpracování servisu a podpory pro web CRM

Abstract

This thesis undertake the innovation of specific CRM system in the form of new module, which provides efficient service control and support in user-customer relationship. The aim of this work is to define, upon data analysis and theoretical background, the recommendation for “service and support” module development within the BlueJet web CRM application. The first part describes the theory behind these issues and the methods and methodology used in solution of this problem. The second part deals with gathering information related to the following description of module “service and support”. Since the characteristic of the module must come from the provider as well as from the users, the analysis is divided in two sections. First section deals with expectations and demands of the provider of the system, the latter section handles the needs of clients, that will be using this application. Based on the gathered information the third section presents recommendation for module development, which contains process proposition and function characteristic, that should the module provide to the user. The conclusion evaluates the foregoing characteristic a offers more possible solutions for development of new module.