Building an automation system for customer acquisition processes
Romanov, Aleksandr (2017)
Romanov, Aleksandr
Kaakkois-Suomen ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705056558
https://urn.fi/URN:NBN:fi:amk-201705056558
Tiivistelmä
CRM software has been supporting companies in their internal customer acquisition processes for decades. However, in the field of renewable energy storage, which involves the handling of a larger amount of customer related information, traditional CRM systems become less effective and the need for more efficient software is required
The objective of the thesis was to implement the initial state of the automation system for customer acquisition processes, required by the case company in order to remove the future complexity in managing information manually.
The methods used for designing and implementing the system were influenced by a set of predefined software requirements and the existing state of internal CRM software. The thesis described the solutions, including the design of communication mechanism between the external CRM system and an internal one, performing new data creation and updates, utilizing the RESTful APIs provided by Sugar CRM system and finally the development and testing of the automation workflow.
The outcome of the development was a functioning part of the automation system which was performing the required tasks, supporting internal employees. Since the project was focused on the initial important functionality, the potential improvements and extensions were discussed in the thesis.
The objective of the thesis was to implement the initial state of the automation system for customer acquisition processes, required by the case company in order to remove the future complexity in managing information manually.
The methods used for designing and implementing the system were influenced by a set of predefined software requirements and the existing state of internal CRM software. The thesis described the solutions, including the design of communication mechanism between the external CRM system and an internal one, performing new data creation and updates, utilizing the RESTful APIs provided by Sugar CRM system and finally the development and testing of the automation workflow.
The outcome of the development was a functioning part of the automation system which was performing the required tasks, supporting internal employees. Since the project was focused on the initial important functionality, the potential improvements and extensions were discussed in the thesis.