1. CRM system A CRM system(Client Relationship Management system) is a software solution that helps businesses manage and enhance their relationships with clients. It basically operates as a client’s central records, customer call analysis system, and messaging tool. In the case of a CRM, businesses can automate and speed processes like the follow-ups, the client's questions, and the service requests in such a way that no interaction gets omitted. What’s more, it even allows teams to work more harmoniously by providing direct access to the client’s data in real-time and by offering them personalized help thus they can develop positive, respectful, and long-term relationships. Through the organization of client interactions and the implementation of robotic process automation (RPA) tools, a CRM system helps companies to perform better, consequently, they are more profitable and deliver better service to clients. In the case of OWL-PMS, a Client Relationship Management program, it can be said that the CRM system is a very important element for the improvement of the companies' customer relationship. It helps organizations to monitor clients' preferences, engagement levels, and these can be later used to automatically schedule client's appointments to name a few processes and get feedback. OWL-PMS allows companies to course through the information, come up with the main issues, and subsequently build more focused communications that aid in customer retention improvement. The results are more enhancement of the satisfaction level of clients, smoother operation through the workflow, and consequently, greater efficiency and profitability.