CRM System as a Tool for Sustainable Development of Management Companies of the Housing and Communal Cluster

Abstract

This article consinders the problem of designing sustainable development tools for manager organizations of hoursing and communal service. The problem of applying the process approach to the management of apartment buildings is discussed in the example of the system of relationships between the owners of premises and management companies. The main business processes in a managing organization company are identified, which make up the pool of business processes of the CRM system as a tool for customer focus and sustainable development. On the example of the business process of dispatching and emergency maintenance of an apartment building, the technology of implementing a process approach to for managing the pool of business processes of the CRM system. 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. Proposal have been developed interation to methodological and technological approaches to solving the problem of creating a CRM system standard for client-oriented managing following organization in accordance with the new strategy for the development of housing and communal services. A cloud-based implementation of information support for managing relationship between managing organizations and owners of apartment buildings as a tool for sustainable development of the housing and communal cluster in also proposed.