MODELS OF BUSINESS PROCESSES FOR PROCESSING CUSTOMER CALLS
FOR MOBILE APPLICATIONS OF THE BANK 

Karmishin Pavel Andreevich, Student, Penza State University (40 Krasnaya street, Penza, Russia), E-mail: mr.karmishin@mail.ru
Ryndina Svetlana Valentinovna, Candidate of physical and mathematical sciences, associate professor, sub-department of economic cybernetics, Penza State University (40 Krasnaya street, Penza, Russia), E-mail: svetlanar2004@yandex.ru 

330.41 

10.21685/2309-2874-2018-1-1 

Background. Mobile banking is a modern technology platform for rendering banking services. Through the mobile application, bank customers can also seek advice, make a claim, etc. This is one of the most important channels for receiving feedback from customers on the products and services of the bank. Moreover, the ability to quickly solve most of the problems of customers. Analytics of customer requests can also reveal bottlenecks in customer service processes.
Materials and methods. In the article business processes of processing of references of clients in bank are considered. The modeling of the process of "Processing customer references" in BPMN notation was carried out. Different categories of references
are described. The typology of clients according to the key of their appeals was carried out.
Results. Based on the analysis of business processes for processing customer requests, requirements are formulated for the mobile application of the bank that supports these processes.
Conclusions. The expectations of customers from the use of mobile applications are constantly growing. Additional requirements are created for the functionality of mobile applications and their implementation. Therefore, an important element of interaction is getting feedback from customers to improve the bank's services. 

business processes, banking, mobile applications, customer appeals 

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