Streamlining International Invoicing of a Small and Medium Sized Company by Utilizing CRM Software
Német, Patrik (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052915240
https://urn.fi/URN:NBN:fi:amk-2023052915240
Tiivistelmä
This Bachelor's thesis discusses the disadvantages of using spreadsheets like Microsoft Excel by small and medium-sized companies as their Customer Relationship Management (CRM)software.
The work on this thesis is done with collaboration of a commissioning company. The commissioning company is an international company headquartered in Helsinki, Finland. The thesis examines the commissioning company's invoicing and data-handling processes, finds its pain points and provides a viable solution to improve their business processes.
The thesis includes a theory section describing CRM systems and their connection to invoicing. This is followed by an introduction of the research methods which are used to identify the needs of the commissioning company. Finally, the thesis summarises the collected data and demonstrates how the commissioning company can improve the invoicing workflow.
The theory section introduces CRM systems; their process flows, and a general invoicing overview. A selection of academic literature and internet sources backs up these concepts.
A qualitative research method is used to examine the company's invoicing process. First, an explorative interview is carried out with three stakeholders of the company to investigate the pain points of the current processes from different points of view. Based on the results of the interviews, the comparison is made to select the most suitable CRM software to address the needs of the commissioning company.
The interviews show that using spreadsheets when the company's business model has matured can lead to data security problems and a loss of efficiency in the invoicing process. The utilization of CRM software can solve both of these problems.
One CRM software is selected and demonstrated to the commissioning company as a viable solution for their core problems. The offered CRM software has the potential for further development and improving various parts of the company's processes.
Based on the literature review and the feedback of the commissioning company, the author concludes that even a simple CRM software can significantly improve the workflow of a Small and Medium Sized (SME) company.
The work on this thesis is done with collaboration of a commissioning company. The commissioning company is an international company headquartered in Helsinki, Finland. The thesis examines the commissioning company's invoicing and data-handling processes, finds its pain points and provides a viable solution to improve their business processes.
The thesis includes a theory section describing CRM systems and their connection to invoicing. This is followed by an introduction of the research methods which are used to identify the needs of the commissioning company. Finally, the thesis summarises the collected data and demonstrates how the commissioning company can improve the invoicing workflow.
The theory section introduces CRM systems; their process flows, and a general invoicing overview. A selection of academic literature and internet sources backs up these concepts.
A qualitative research method is used to examine the company's invoicing process. First, an explorative interview is carried out with three stakeholders of the company to investigate the pain points of the current processes from different points of view. Based on the results of the interviews, the comparison is made to select the most suitable CRM software to address the needs of the commissioning company.
The interviews show that using spreadsheets when the company's business model has matured can lead to data security problems and a loss of efficiency in the invoicing process. The utilization of CRM software can solve both of these problems.
One CRM software is selected and demonstrated to the commissioning company as a viable solution for their core problems. The offered CRM software has the potential for further development and improving various parts of the company's processes.
Based on the literature review and the feedback of the commissioning company, the author concludes that even a simple CRM software can significantly improve the workflow of a Small and Medium Sized (SME) company.