This paper starts from the importance of information as a key economic resource in the interdependence of the organization with its business environment. Information in an organization is constantly flowing, but timely and accurate information ensures business success. Therefore, the process of collecting and evaluating information is extremely important. Information is transmitted through communication, and successful business communication guarantees good relations with the environment. Communication with the environment takes place using an information system that is of primary importance for the organization and enables effective management of information, and successful management ensures more productive or faster, cheaper and better business processes, which creates a better image of the organization and more satisfied users. The research in this paper is focused on information management using modern information systems, and as an integral part of these systems, the concept of customer relationship management is highlighted, which affects the quality of business processes and consequently reflects on the long-term success of the organization. On the basis of the above, according to the set goals, the role of the system for managing customer relations in the organization was analyzed and, accordingly, the survey research led to the realization of the basic research goals and the working and auxiliary hypotheses were confirmed. The obtained results indicated the importance and advantage of information management and the necessary application of the CRM system in HEP ODS. Although the introduction of user centers for the provision of information was primarily motivated and regulated by legal regulations, the organization recognized the benefits in the form of increased efficiency of the system.