Análisis, diseño e implementación de un CRM (Customer Relationship Management) y un módulo WAP destinado a ventas, para mejorar la gestión de atención al cliente de la despulpadora de frutas “la pulpita”

Abstract

The present thesis constitutes the final product of an investigation work applied for implementa CRM system in the La Pulpitacompany. The above mentioned company handles areas such as Sales, Invoicing, Purchasing, Production, Storage, among others, which run together to achieve quality care to clients, but managers saw the need to implement a CRM with which it hopes the performance of the personnel improves and it will be reflected in satisfaction of the client. This work was performed taking into account the two important stages in the development of a system. First there was realized an information survey which allowed to analyze La Pulpita´s requirementsto present a model. And second was investigated about the current software methodologies to choose the most appropriate to take to get a qualified business system. The development of this project will provide to the company of a technological tool, for the attention to the clients, who will be benefit by having informationin an agile and opportune way. In addition the portal Wap of the module of sales, which will be of exclusive use of LaPulpita sellers, will rest on the process of capture of orders. Nowadays the company has provided to this personnel of cellular with access to Internet. The tool Wap gives usefulness to the characteristics that the cellular ones offer and with this it will be possible to realize sales in real time since the information will feed directly to the base of the system; this will help to control the stock and will give value added a the image of the company.