Bibliographic citations
Garrido, M., Brache, F. (2023). Propuesta de implementación de un CRM para optimizar la gestión de cobranza local e internacional de una empresa de bebidas gasificadas [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/669808
Garrido, M., Brache, F. Propuesta de implementación de un CRM para optimizar la gestión de cobranza local e internacional de una empresa de bebidas gasificadas [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/669808
@misc{sunedu/4391620,
title = "Propuesta de implementación de un CRM para optimizar la gestión de cobranza local e internacional de una empresa de bebidas gasificadas",
author = "Brache Morales, Fatima Sophia",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
This paper analyzes the organization in its macro-environment, defining the factors that influenced its decision-making and operations. The inadequate management of collections caused the organization to incur financial losses for several years, and in order to reverse this problem, the credit and collections area was created. Despite this, with the new area operating, different failures were found in the processes such as lack of digitalization and document control, accounts receivable pending since 2015, lack of credit granting policies, erroneous invoicing, among others. For this reason, under the case study methodology, the current areas, systems and procedures were analyzed with the objective of defining the causes and effects of the problem in order to propose an ideal solution to their needs. Given this scenario, it was considered essential to resort to experts in order to obtain more information and the proposed solutions. Thus, possible solutions were defined and comparisons were made. Considering the initial analysis of the company, its capabilities and requirements, the implementation of a Salesforce CRM system was chosen. The implementation of this software will develop an adequate management of the organization's data and processes, since it allows the integration of all areas, providing the appropriate information/documentation for the internal (employees) and external (customers) users. Finally, the proposal is expected to be viable for all branches with the objective of implementing it in future foreign headquarters.
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