Olga Silvia Handayani Girsang, . (2026) PERANCANGAN SISTEM E-CRM BERBASIS WEBSITE UNTUK MENINGKATKAN PENGALAMAN DAN LOYALITAS PELANGGAN PT DCS. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
PT DCS is a Business-to-Business (B2B) company specializing in the production and distribution of merchandise, souvenirs, promotional products, and corporate supplies for corporate clients, government institutions, and multinational companies. Although the company has been operating since 2007 and has established a broad market presence, its customer relationship management processes still face several challenges. Customer data are scattered across multiple platforms, including WhatsApp, email, and Microsoft Excel, without an integrated management system. In addition, manual order processing increases the risk of human error and delays in responding to customer requests. Customers are also not provided with a self-service portal to monitor their order progress, and the company has yet to implement a structured customer loyalty program. If left unresolved, these issues may negatively affect customer satisfaction and long-term loyalty among PT DCS's corporate clients.To address these challenges, this study designs and develops a web-based Electronic Customer Relationship Management (E-CRM) system to integrate all customer interactions into a single digital platform. The system was developed using the Waterfall model, which consists of sequential phases including requirements analysis, system design, implementation, testing, and maintenance. The existing business processes were evaluated using the PIECES framework, covering the aspects of Performance, Information, Economy, Control, Efficiency, and Service. Furthermore, the system architecture was modeled using Unified Modeling Language (UML) and implemented with the Laravel framework and a MySQL database. The developed E-CRM system successfully addresses the company's operational challenges. Customer information is now stored in a centralized database, clients can monitor production progress in real time through a self-service portal, customer complaints are managed through a ticketing system, and an automated loyalty program featuring reward points and membership tiers has been implemented. Functional testing using the Black-box Testing method across 50 test scenarios confirmed that all system features operated as expected according to the predefined specifications. The implementation of this E-CRM system is expected to improve PT DCS's operational efficiency, strengthen its B2B customer relationships, and deliver more effective data-driven customer services.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210512158] [Pembimbing 1: Tjahjanto] [Pembimbing 2: Rio Wirawan] [Penguji 1: Bambang Saras Yulistiawan] [Penguji 2: Rifka Dwi Amalia] |
| Uncontrolled Keywords: | E-CRM, Website, Waterfall Model, PIECES Framework, Customer Experience. |
| Subjects: | Q Science > QA Mathematics Q Science > QA Mathematics > QA75 Electronic computers. Computer science Q Science > QA Mathematics > QA76 Computer software |
| Divisions: | Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1) |
| Depositing User: | OLGA SILVIA HANDAYANI GIRSANG |
| Date Deposited: | 02 Sep 2026 09:58 |
| Last Modified: | 03 Sep 2026 04:13 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52156 |
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