Abstract
High technological efficiency and the use of intelligent systems are the main internal factors in the evolution of the transport company. Transportation companies are introducing digital infrastructure, trying to achieve practical results by focusing on customer demand, such as actively using Customer Relationship Management and holding on to the customer, increasing their loyalty. But there are problems in activating such systems because of their heterogeneity and non-systemic approach to their use. A system analysis is needed, which is the main purpose of this article. This problem is discussed in this article for highly competitive transport (logistics) business. The capabilities and impact of the transport company 's customer relationship management systems in the cloud are analyzed. The method of organization and regulation of business processes oriented to relations with clients, creation and development of cloud business infrastructure is proposed. The evolutionary cycle of the transport system in cloud infrastructure is described. A comprehensive multiplicative transportation efficiency model similar to the Allen model has been built and described how to use it to evaluate system self-regulation. The results of the work can become a methodological basis for solving practical problems of business processes of transport systems and their transfer to cloud infrastructure.
Highlights
The growing use of intelligent systems in logistics leads to the need to study the business processes and evolutionary capabilities of a transport company
A more complete request is taken into account, which increases conversion capabilities of the offered product, service of the transport company
The Customer Relationship Management (CRM)-systems life cycle is realized by stages: 1) data collection - active or passive; 2) filtering and analysis of data, segmentation and categorization by interaction with clients of the transport company; 3) interaction and feedback with clients when implementing the needs of the company's client; 4) adjustment, adaptation of the relationships according to the capabilities that are activated by the CRM system
Summary
The growing use of intelligent systems in logistics leads to the need to study the business processes and evolutionary capabilities of a transport company. They implement digital infrastructure by trying to achieve results by focusing on customer demand, such as actively using Customer Relationship Management (CRM) and holding on to the customer, increasing their loyalty. System methods should be used, such as analysis and synthesis, composition and decomposition, structuring and restructuring, statistical and expert evaluation, procedures for scaling and classifying fuzzy information, data tracking and analysis tools, etc These methods, as well as economic and mathematical modeling, are the main tools of this study
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