CBL - Campus del Baix Llobregat

Projecte llegit

Títol: Anàlisi de l'ús d'un entorn CRM per a la gestió de dades d'un aeroport

Estudiants que han llegit aquest projecte:

Director/a: FORNÉS MARTÍNEZ, HECTOR

Departament: FIS

Títol: Anàlisi de l'ús d'un entorn CRM per a la gestió de dades d'un aeroport

Data inici oferta: 10-02-2023     Data finalització oferta: 10-10-2023


Estudis d'assignació del projecte:
    GR ENG SIST AEROESP
Tipus: Individual
 
Lloc de realització: EETAC
 
Paraules clau:
CRM, Salesforce, Aeropuerto, Datos, Objeto, Campo
 
Descripció del contingut i pla d'activitats:
L'objectiu del projecte és realitzar un primer estudi de com
processen actualment les dades els aeroports (tipus de dades
existentes, softwares utilitzats, etc.), i seguidament, construir
un entorn Salesforce adaptat a l'aeroport per validar si la gestió
d'aquestes dades es podria optimitzar amb l'ús del CRM
 
Overview (resum en anglès):
his paper aims to validate that the implementation of a CRM environment in
an airport increases its operational efficiency and improves the customer
experience.

Firstly, a brief study of a particular CRM, Salesforce, has been made. Its
current market position was analysed, as well as the threat of competitors. We
also went into detail about the structure of its software and the security
measures it employs.

Secondly, a case study of the Seville Airport was carried out, in order to focus
the implementation of Salesforce on this airport, and with it, all the necessary
requirements analysis.

Finally, this implementation has been carried out in a real environment,
configuring all the functionalities to satisfy the requirements previously taken.
We have shown the details of this configuration and the real results.

The methodology used was: first, to define the objects of the work, then, to
carry out a research and analysis of CRM, and specifically, of Salesforce, in
order to study its main functionalities and advantages. Afterwards, a case study
of an airport was carried out in which the tool could be adapted to improve its
current technological features. Afterwards, a Solution Design has been drafted
to cover all the requirements of this airport with the functionalities offered by
the platform. This Solution Design was then implemented in a real Salesforce
environment and its automatisms and functionalities were validated. Finally, all
the conclusions regarding both the implementation of the environment and the
Salesforce analysis that had been carried out previously were drawn.

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