Crm system as a tool for sustainable development of management companies of the housing and communal cluster

Abstract

This paper focuses on designing tools for the sustainable development of management companies of housing and communal sector. The problem of applying the process approach to the management of apartment buildings is discussed in the example of the system of relationships between apartment building owners and management companies. The main business processes in a management company are highlighted. They make up the pool of business processes of the CRM system as a tool for customer focus and sustainable development of management companies. On the example of the business process of dispatching and emergency repair services of an apartment building, the technology of implementing a process approach to managing a pool of business processes in a CRM system is considered. When designing a mechanism for managing business processes in a CRM system for a management company, it is proposed to use processes and performance indicators of service management (ITSM) as a specialized option for implementing a process approach to management, which is widely used to manage services in IT companies. The authors developed proposals regarding methodological and technological approaches to solving the problem of creating a standard for a CRM system for client-oriented management companies following the new strategy to develop housing and communal services. Technical and instrumental solutions for the digitalization of business processes of a management company's CRM system are analyzed. The authors proposed to use a cloud-based implementation of information support for managing relations between management companies and owners of apartment buildings as a tool for sustainable development of management companies of the housing and communal cluster.