Effects of IT use in Improving Customer Service Logistic Processes

Abstract

Customer service is one of the basic categories in logistics. Businesses aim at providing the best customer service at the lowest cost. Maintaining high quality of customer service is possible thanks to dedicated information technology systems such as ERP and CRM which help guide logistic processes in a business. The systems work hand in hand and their application should likely improve the results of a business. The article strives for demonstrating the influence of IT systems for improving the logistics of customer service (ERP and CRM systems) on the results of businesses in Poland, especially in terms of innovation and revenue in individual voivodships. To this end the analysis uses methods for correlation testing and elements of mathematical statistics. The data come from the years 2010, 2012, 2013 and 2014.