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All Journal As-Salam: Jurnal Studi Hukum Islam & Pendidikan Best : Journal of Applied Electrical, Science and Technology Jurnal SAINTIKOM (Jurnal Sains Manajemen Informatika dan Komputer) OKTAL : Jurnal Ilmu Komputer dan Sains JGuruku: Jurnal Penelitian Guru
Nurohman
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Astronomy Chemistry Computer Science & IT Control & Systems Engineering Education Electrical & Electronics Engineering Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Physics Social Sciences Other

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Journal : Best : Journal of Applied Electrical, Science and Technology

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P2GS Web-Based E-CRM with WhatsApp API for MSME Customer Engagement Alia Akhmad, Khabib; Nurohman
BEST Vol 7 No 2 (2025): BEST
Publisher : Universitas PGRI Adi Buana Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36456/jjxnrx20

Abstract

This study discusses the development, implementation, and user guide of the web-based Electronic Customer Relationship Management (E-CRM) P2GS system integrated with the WhatsApp API as an innovative solution for customer relationship management in Micro, Small, and Medium Enterprises (MSMEs). The system was developed using the System Development Life Cycle (SDLC) Waterfall model, comprising requirement analysis, design, implementation, testing, and evaluation stages. The trial was conducted on five MSMEs that are members of Perkumpulan Pengusaha Gading Sukowati (P2GS) in Sragen. Key features include a dashboard, sales management, purchase management, product master data, stock-taking, reporting, and store settings. The WhatsApp API integration enables automated messaging to customers, enhancing retention and engagement. Evaluation results indicate a 23% increase in customer retention, an 18% reduction in marketing costs, and a 12% increase in monthly revenue. The system’s usage is documented in the P2GS E-CRM Application User Guide to facilitate adoption and training. This study demonstrates that integrating popular technologies into E-CRM systems can significantly improve efficiency and performance in MSMEs
Co-Authors Afriyanto Alia Akhmad, Khabib Andi Afif Nawawi Aries Saifudin Nanang Selamet Riyadi Saefudin, Mochamad Wijiyanto