<![CDATA[This study evaluates the Sales Administration Information System at PT Trans Retail Indonesia using the PIECES framework to assess its support for customer complaint services. Adopting a descriptive qualitative methodology, data were gathered via in-depth interviews, field observations, and document reviews. Findings reveal significant integration bottlenecks, notably a "Throughput-Response Time Paradox" and the prevalence of "double jobs" caused by manual redundant data entry. While the system provides accurate basic data, it lacks the real-time departmental integration required for efficient resolution. Consequently, the research recommends a strategic transition toward an integrated Sales Force Automation model and a web-based omnichannel complaint portal. These recommendations aim to bridge information silos, reduce operational friction, and align the system with the "6A" framework of service excellence to ensure faster response times and a seamless flow of data within the Surabaya regional operations]]>
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