Implementación de un Sistema de Customer Relationship Management en Aerologistics S.A.S.

Abstract

Nuestro grupo de trabajo se ha enfocado en la compañía Aerologistics, S. A. S., empresa dedicada en la actualidad a la venta de material aeronáutico a empresas privadas y del estado en varias regiones del mundo, incluida Sur América. Se decidió realizarle una investigación de los factores de diferenciación en el mercado, por lo cual se realizó un análisis interno donde se han encontrado serias fallas en el proceso de servicio al cliente; se plantea un proceso de mejora continua como una solución al problema, donde se ha implementado una estrategia CRM en empresa

Our working group has focused on the company Aerologistics, S. A. S., today dedicated to the sale of aircraft to private companies and the state in various regions of the world, including South America. It was decided to carry out the investigation as a supervised because we ensures greater methodological control in its course. However, this creates challenges as there is a lot of competition in this sector. This forces us to look for factors of differentiation in the market so we performed an internal analysis, and found serious flaws in the customer service process. The aim is to have a continuous improvement process and that is why it will solve the problem, implementing a CRM strategy Aerologistics, S. A. S., understanding the features that should have this system and its focus on the improvement and understanding of our problemsOur working group has focused on the company Aerologistics, S. A. S., today dedicated to the sale of aircraft to private and state in various regions of the world, including South America. It was decided to perform a research on factors of differentiation in the market, which was an internal analysis which found serious flaws in the customer service process, it poses a continuous improvement process as a solution to the problem, where has implemented a CRM strategy in business