Web-Based Customer Services Management Implementation For The Sales Division

Abstract

With the growing business at PT Mastersystem Infotama, more and more customers and orders have been obtained. As time goes by, many sales go in and out, and staff change, so the customer database cannot be maintained and updated correctly. All leads and opportunities cannot be monitored and appropriately managed, and the daily activity of the sales division is also not monitored. Implementation of Customer Relationship Management (CRM) helps maintain customer data and can be continuously updated to maintain good relations with all customers. Prospects and opportunities can be managed and monitored, the daily activities of the sales division are neatly scheduled, and customer observations can be gathered, all of which can be done in one application, CRM. With this implementation, sales at PT Mastersystem Infotama experienced a 20% increase in sales in 2018. This research uses the waterfall model, which has the advantage of being a gradual and more detailed method to minimize errors. This CRM implementation produces a web-based CRM application that can be accessed by all employees wherever they are connected to a LAN. Employees can access CRM according to each division's capacity to make work easier.

Keywords

• customer relationship management
• crm implementation
• business strategy