Analytical assessment of intelligent technologies in business processes in Russia on the example of ERP and CRM systems
The purpose of the research is to assess the low level of intelligent technologies application in business in Russia and its causes. Russian enterprises face an acute problem of improving their activities in the context of expanding and deepening digitalization. Lagging behind in this area leads to a predictable decline in the competitiveness of organizations both within the state and beyond its boundaries. Automation of business processes with intelligent technologies application, including ERP and CRM systems, persistently dictate their rights to implementation. The implementation statistics reflect the same picture. The rates of implementation of both systems within the country under the influence of two factors are considered and analyzed. THey are as follows: the dynamics of the percentage of implementation by industries of the production sector and the dynamics of the increase/decrease in the number of enterprises in the same industries. According to the analysis, the ERP system focused on real production is implemented only at manufacturing enterprises, while both systems are well represented in the field of communication. The reasons for the low implementation of the systems under consideration are related to the risks incurred by company owners, top managers and employees, as well as external consultants. The authors suggest solutions to reduce these risks. The results of the study are important primarily for top managers, who are the main potential carriers of internal risks of the enterprise when implementing systems.