Development of Recommendations for Changes in Data Structure of CRM System Amdocs CRM 8.1 in Accordance with Customer Requirements for Telecommunication Companies

This paper is devoted to research of data structure changes in the Amdocs CRM 8.1 system. Using CRM systems facilitates achieving strategic objectives for telecom companies. If the architecture of the system (including data structure) is not able to adapt to the constantly changing customer demands, the company processes will not be performed at the appropriate level. Therefore, the data structure changes of the CRM system is an essential step for reaching new company goals. The purpose of the paper was analyzing the requirement of changing data structure in Amdocs CRM 8.1 system in order to optimize business processes of the telecommunication company “N”. Furthermore, the literature concerning data architecture, data model and data structure was studied. In addition, the conceptual data model of the CRM system and the key business process were described. To optimize described process the certain steps for changing the data structure were suggested. Based on these suggestions, the standardized recommendations for changing the data structure were developed. Different telecom companies can apply these recommendations.