IMPACT OF CRM ON THE QUALITY OF THE NEW POSTAL SERVICE - BH POSTEXPRESS

Modern postal companies cover a complex area that is intertwined with communications, logistics and advertising, and its process activities consist of three phases: the process of communication, logistics processes and advertising processes. New concepts of decision support in decision-making postal-logistic traffic rely mainly on useful information and the application of various IT technologies (BI, SCM warehouses, ERP, CRM) used to avoid and predict unexpected events that are rapidly occurring on a dynamic postal market. Today's business cycles of modern postal operators are compressed, faster, contain more data, and a faster and more efficient decision-making system that represents the real competitive advantage of postal companies. Competent organizations aware that performance management processes and relevant flows of data, information and knowledge have a decisive impact on their success. The focus on postal service users, based on quality and timely customer service, is the basis for successful postal operators. The paper analyzes the impact of the call center as CRM tool on the quality of providing new postal service - BH PostExpress in PE BH POST Sarajevo.