ITPM 2024 : pp. 42 - 53
Authors:
- Vasyl Morokhovych
- Ihor Liakh
- Vasyl Kut
- Vitalii Petrus
- Bohdan Morokhovych
1 Uzhhorod National University, Narodna 3, 88000 Uzhhorod, Ukraine
2 Uzhhorod National University, Narodna 3, 88000 Uzhhorod, Ukraine
3 Uzhhorod National University, Narodna 3, 88000 Uzhhorod, Ukraine
4 Uzhhorod National University, Narodna 3, 88000 Uzhhorod, Ukraine
5 Uzhhorod National University, Narodna 3, 88000 Uzhhorod, Ukraine
Abstract
Information technologies provide automated systems for enterprises that can help companies
track customer interactions and allow employees to quickly process customer data. This concept
is known as Customer Relationship Management (CRM), and when properly implemented, it
enhances companies’ ability to achieve the ultimate goal of customer retention, thereby achieving
strategic improvement in comparison to competitors. The article discusses the main trends in the
development of CRM systems for the restaurant business. Implementing specialized software can
address the following tasks for restaurants: organizing staff work and monitoring the quality of
task execution, optimizing the operation of all establishment workstations, maintaining a
customer database, tracking orders, controlling inventory turnover, and generating reports,
among others. Integrating artificial intelligence and machine learning in the restaurant business
sector enables data processing optimization, assisting in predicting customer demand and
preferences based on their orders and behavior. Modern CRM systems in business are actively
used to analyze data aimed at understanding customer preferences, enabling the creation of
personalized offers and effectively implementing targeting campaigns. During the project
implementation, the functionality, advantages and disadvantages of management systems for the
restaurant business were analyzed. The information system for the restaurant was modeled
using UML diagrams, including the requirements for the IT project and the design procedure.
Keywords
restaurant business, information technologies, CRM systems, artificial intelligence, UML
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