CRM ADOPTION AND OPERATIONAL EFFICIENCY IN REGIONAL EDUCATIONAL CENTERS
Ключевые слова:
CRM systems, Modme, operational efficiency, educational centers, multiple case study, digital transformation, Uzbekistan.Аннотация
This study investigates how adoption of the Modme CRM platform affects operational efficiency in private educational centers in Tashkent, Uzbekistan. Using a multiple case study design (Yin, 2018) across six purposively selected centers during the 2024–2025 academic cycle, the research compares key operational KPIs before and after CRM implementation. Results reveal consistent improvements: debt recovery time decreased by 73.3% (from 10.5 to 2.8 days), weekly administrative workload fell by 75.0% (from 22.0 to 5.5 hours), student retention increased by 15.1% (from 66% to 76%), and financial record accuracy improved from 88.0% to 99.5%. Automated billing and SMS notifications emerged as primary efficiency drivers; staff training level and feature integration breadth as critical enabling factors.
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