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RESEARCH CENTER FOR INDUSTRIAL DEVELOPMENT PROBLEMS of NAS of Ukraine (KHARKIV, UKRAINE)

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ID R30-03156

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Liburkina L. M.

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Information and Communication Technologies as a Tool for Improving Management Efficiency and Customer Service Quality in Enterprises
Markova S. V., Podkolzina O. O.

Markova, Svitlana V., and Podkolzina, Oleksandra O. (2026) “Information and Communication Technologies as a Tool for Improving Management Efficiency and Customer Service Quality in Enterprises.” Business Inform 9:103–111.
https://doi.org/10.32983/2222-4459-2026-9-103-111

Section: Information Technologies in the Economy

Article is written in Ukrainian
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UDC 005.336.1:004.9:658.89

Abstract:
The article substantiates the role of information and communication technologies (ICT) in improving management efficiency and the quality of customer service in enterprises. The aim of the research is to develop a comprehensive approach that links digital tools with measurable changes in information exchange, managerial processes, and customer interactions. The methodological basis included a critical analysis of scientific sources, comparison of official statistical indicators considering changes in methodology, content analysis of the enterprise’s public digital channels, and the index method. The functions of CRM, ERP, and BPM systems, cloud services, electronic document management, and data analytics tools are generalized. It has been shown that a management or service outcome is formed step by step through improving the quality and availability of data, changing processes, and employee behavior; disruption of any link weakens the expected effect of digitalization. A methodological approach to evaluating the efficiency of ICT use has been proposed in three areas: internal information exchange, digitalization of management processes, and client service. The approach covers nine indicators, a five-level maturity scale, calculation of group indices, and an overall index. Assessments are expected to be confirmed with documents, operation logs, employee interviews, and client feedback, which reduces the arbitrariness of expert judgment and allows for comparing the results of repeated measurements. Five stages of applying the approach have been identified: setting the evaluation boundaries, collecting baseline data, identifying bottlenecks, implementing a pilot solution, and repeated measuring. Practical recommendations have been developed for LLC «METALCON ZAKHID» based on the company’s public profile and digital channels, taking into account the limitations of the available data. The practical value of the results lies in the ability to reasonably determine priorities for digital changes, evaluate their impact, and not confuse the outcome with merely implementing software. This approach can be applied both before and after a digital pilot.

Keywords: information and communication technologies; digitalization; management efficiency; customer service; CRM; ERP; data analysis.

Fig.: 2. Tabl.: 5. Formulae: 2. Bibl.: 15.

Markova Svitlana V. – Doctor of Sciences (Economics), Professor, Professor, Department of Business Administration and Management of Foreign Economic Activity, Zaporizhzhia National University (66 Zhukovskoho Str., Zaporіzhzhia, 69600, Ukraine)
Email: [email protected]
Podkolzina Oleksandra O. – Masters Student, Faculty of Management, Zaporizhzhia National University (66 Zhukovskoho Str., Zaporіzhzhia, 69600, Ukraine)
Email: [email protected]

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