Implementasi E-CRM Berbasis Web untuk Pengelolaan Hubungan Pelanggan pada Toko Adha Busana

Abstract

ABSTRACT

The development of information technology encourages small businesses to utilize digital systems to improve customer service and business management. Toko Adha Busana still faces challenges in conventional customer relationship management, including manual sales recording, unstructured customer data, poorly documented purchase histories, and untargeted promotional activities. This study aims to design and implement a web-based Electronic Customer Relationship Management (E-CRM) system to support customer data management, purchase transactions, promotions, and customer service at Toko Adha Busana. The study employed a qualitative approach using a case study. Data were collected through observation, interviews, documentation, and literature review. Requirements analysis was conducted using the PIECES method, while system design included business processes, UML modeling, database design, and user interfaces. The system was developed using PHP with the CodeIgniter 4 framework, MySQL as the database, XAMPP as the local server, and Visual Studio Code as the development environment. The system provides access rights for customers, administrators, and owners; product and customer management; shopping cart and checkout; promotional codes; customer reviews; reports; and integration with RajaOngkir and Fonnte. Black Box testing of eight main functional scenarios showed that all scenarios were successfully implemented. The results indicate that the E-CRM system can centralize customer and transaction data, support targeted promotions, and improve customer service and post-sales interaction in a more structured and effective manner.

ABSTRAK

Perkembangan teknologi informasi mendorong usaha kecil memanfaatkan sistem digital untuk meningkatkan pelayanan pelanggan dan pengelolaan bisnis. Toko Adha Busana masih menghadapi permasalahan pengelolaan hubungan pelanggan secara konvensional, seperti pencatatan penjualan manual, data pelanggan belum terstruktur, riwayat pembelian belum terdokumentasi dengan baik, serta promosi belum tertarget. Penelitian ini bertujuan merancang dan mengimplementasikan sistem Electronic Customer Relationship Management (E-CRM) berbasis web untuk mendukung pengelolaan data pelanggan, transaksi pembelian, promosi, dan pelayanan pelanggan pada Toko Adha Busana. Penelitian menggunakan pendekatan kualitatif dengan studi kasus. Pengumpulan data dilakukan melalui observasi, wawancara, dokumentasi, dan studi kepustakaan. Analisis kebutuhan menggunakan metode PIECES, sedangkan perancangan mencakup proses bisnis, pemodelan UML, basis data, dan antarmuka pengguna. Sistem dibangun menggunakan PHP dengan framework CodeIgniter 4, MySQL sebagai basis data, XAMPP sebagai server lokal, serta Visual Studio Code sebagai lingkungan pengembangan. Sistem menyediakan hak akses pelanggan, admin, dan pemilik; pengelolaan produk dan pelanggan; keranjang dan checkout; kode promo; ulasan pelanggan; laporan; serta integrasi RajaOngkir dan Fonnte. Pengujian Black Box terhadap delapan skenario fungsi utama menunjukkan seluruh skenario berhasil. Hasil penelitian menunjukkan sistem E-CRM mampu memusatkan data pelanggan dan transaksi, mendukung promosi terarah, serta meningkatkan pelayanan dan interaksi purna jual secara lebih terstruktur dan efektif.

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