Algorithmization of Automation and Service Management Processes of an Industrial Enterprise

The ever-growing competition among manufacturing enterprises requires paying closer attention to the quality of products and their competitiveness at the global market. Product quality is directly determined by the efficiency of business processes throughout the product lifecycle. The process of post-production support and product maintenance is part of the product life cycle. Automated customer relationship management systems (CRM systems) are an effective and modern means of monitoring and optimizing post-production support and service processes. The article discusses the problems of automation and management of enterprise services using modern solutions in the field of information technology. The obtained algorithms of service management cover the stages of warranty, post-warranty service, provision of advisory services for the commissioning of products. Based on the data obtained, the analysis of the stages of post-production support that require automation is carried out. Automation of processes is achieved by implementing the obtained algorithms into a CRM system connected to a unified IT infrastructure of the enterprise.