AUTOMATION OF COMMERCIAL FUNCTION PROCESSES ON THE EXAMPLE OF A NATIONAL LOGISTICS OPERATOR
Keywords:reengineering, CRM system , automation of business processes , transport and logistics services , commercial function , client's personal account
Automation of commercial processes is an important step to optimize the work of companies. It allows companies to automate routine operations, freeing employees from manual work and allowing them to focus on more important tasks. It also allows customers to switch to self-service. For a National logistics Operator, there are several key processes that can and should be automated. Application management, order management, document management and financial management - all these processes can be automated using specialized systems such as CRM, Client's personal account and electronic document management systems. Automation of application management can conveniently make receiving and processing applications, as well as tracking the process of their execution. Order management can be automated using the Client's personal account, which allows you to form requests for transportation and track their status. Document management can be automated using electronic document management systems that allow you to automatically generate documents, keep records of documents and exchange them with partners. Automation of financial management allows companies to pay for services via mobile phone or Internet banking, which reduces the cost of visiting banks and other expenses. This article describes the basic principles of automation of the commercial function of a logistics operator through reengineering, as well as the advantages that companies can get from their implementation. The article discusses the most common methods of automation of commercial processes and provides examples of successful implementation. In addition, the article highlights the problems associated with the low efficiency of commercial function processes in a logistics company and offers methods and tools to solve them. The main conclusion of the study is that the automation of processes allows you to reduce the cost of customer service, improve the quality of services and increase the competitiveness of the company.
 M.Hammer, D.Champi Reengineering Corporation Manifesto of the Revolution in Business;
 Graphic description in Bizagi Modeler;
 personal account of the Client of JSC "KTZ Express";
 Internal analytical data of JSC "KTZ Express"