Features of the analysis of business processes of the company (on the example of customer service in a travel agency)

Abstract

Currently, for the effective development of the activities of any company, modern information technologies and information systems are used. In the conditions of digitalization of the economy, special attention is paid to business processes of interaction with customers of companies, the main requirement of which is the mobility of the proposed operations and services. The use of modern tools to improve business processes is designed to increase the efficiency of any company. Depending on the scope of the company, different tools are used. In this regard, it is advisable to describe and analyze the activities of the company, and then its business processes. The result a list of business processes requiring improvement will be. This paper discusses the features and methods of automating business processes using digital technologies, analyzes the activities of the company (using the example of a travel agency), describes its main business processes. The theoretical and methodological description of the features of automation of the company showed the possibility of using modern IT tools to increase the competitiveness of the company and the level of customer satisfaction. As a result of the research of the activities of the travel agency «1001 tour», an analysis of external and internal factors affecting the company. Description of business processes showed the need to improve interaction with customers through the introduction of mobile technology. The theoretical significance of the study is to describe the features of improving customer service. The practical significance of this work is due to the possibility of using the results as a basis for developing models of the main business processes in the notions «as is» and «to be», preparing a project for introducing innovations and conducting a preliminary assessment of its economic efficiency.