PERANCANGAN SISTEM CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MENGGUNAKAN METODE STANDARD PACKAGE DI PT X

• Main Author: Khairani, Az-Zahra
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/84086
• Institution: Institut Teknologi Bandung

PT X is a prominent company in Indonesia engaged in sheet metal fabrication and assembly manufacturing. With a large number of customers both domestically and internationally, PT X must manage customer demands and expectations efficiently. However, the use of PT X’s Customer Relationship Management (CRM) system to manage its customer relationships is hindered by certain limitations. It occured due to the use of system that is not specifically designed for CRM, requiring extensive customization along the way. It results in significant time and resource consumption. Therefore, PT X needs to consider using a standard package CRM specifically designed for CRM purposes. This study aims to design CRM system for PT X using the standard package method, specifically Pipedrive. The design process involves seven main stages. It begins with mapping existing business processes and identifying problems, opportunities, directives, and system improvement objectives. Then, identify the system's functional and non-functional requirements. Next, a gap analysis is conducted to identify the alignment between the standard package features and PT X's business needs. Subsequently, proposed business processes are mapped and verified. Furthermore, system design is carried out by creating use case diagram, context diagram, decomposition diagram, and data flow diagram. Moreover, system configuration is performed to adjust the system with PT X's business needs. Lastly, the system is evaluated by validating the configuration results. Validation results show that all proposed business processes can be executed with the configured system. On the other hand, two functional requirements are not met regarding communication feature and churn prediction analysis. However, these requirements are not needed to be fulfilled in first implementation.