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UPT Publikasi Ilmiah, Universitas Islam Bandung. Jl. Tamansari No. 20, Bandung 40116, Indonesia, Tlp +62 22 420 3368, +62 22 426 3895 ext. 6891
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Bandung Conference Series: Industrial Engineering Science
Published by Universitas Islam Bandung
ISSN : -     EISSN : 28282132     DOI : https://doi.org/10.29313/bcsies.v2i2
Core Subject : Science, Engineering,
Control & Systems Engineering Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering
Bandung Conference Series: Industrial Engineering Science (BCSIES) menerbitkan artikel penelitian akademik tentang kajian teoritis dan terapan serta berfokus pada Teknik Industri dengan ruang lingkup, NASA-TLX, Alat Kualitas, Analisis SWOT, Analytical Hierarchy Process, Arsitektur Sistem Informasi Layanan Administrasi, Basis Data, Cetak biru Pelayanan, Failure Mode And Effect (FMEA), Fault Tree Analysis (FTA), First Come First Served, Framework for the Application of Systems Thinking (FAST), Hay Method, Human Resource Scorecard, Kuesioner 7 waste, Model tingkat aspirasi Quality Function Deployment (QFD), Model-driven development Six sigma, Multichannel Single Phase, NASA-TLX, Notasi kendall, Pelayanan, Pergudangan, Persediaan Sistem informasi, PIECES, Proses antrian, QFD (Quality Function Deployment) Lean manufacturing, Quantitative Strategic Planning Matrix (QSPM), Root Cause Analysys, Seven Tools, Sistem Antrian, Sistem Informasi, Strategi Pengembangan Model Driven, Stripping Obat Kualitas, Take Home Pay, Traffic Light System, TRIZ Kualitas, Work Sampling. Prosiding ini diterbitkan oleh UPT Publikasi Ilmiah Unisba. Artikel yang dikirimkan ke prosiding ini akan diproses secara online dan menggunakan double blind review minimal oleh dua orang mitra bebestari.
Arjuna Subject : Teknik (semua kategori) - Tenik Industri dan Manufaktur
Articles 1 Documents
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Search results for , issue "527-536" : 1 Documents clear
Penerapan Sistem Informasi Customer Relationship Management (CRM) di PT Lucas Djaja Abel Roman Saviola; Otong Rukmana; Ahmad Arif Nurrahman
Bandung Conference Series: Industrial Engineering Science 527-536
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsies.v6i2.24481

Abstract

Abstract. PT Lucas Djaja has experienced a downward trend in sales due to the lack of an integrated digital customer information system, relying instead on conventional transactions and communication methods. This study aims to design an e-commerce-based Customer Relationship Management (CRM) system to automate information acquisition and provide digital communication channels. The system design method began with an analysis of the company's condition using the 7C Framework of Customer Interface, followed by implementation using the PrestaShop e-commerce platform integrated with the Tawk.to live chat module. The results indicate that this CRM system successfully digitalizes and automates marketing, sales, and customer service processes. This integration provides a digital product catalog database, self-service transactions, real-time communication, and automated analytical reports. In conclusion, implementing a CRM system using PrestaShop and Tawk.to offers a strategic solution to overcome operational issues, enhance work efficiency, and strengthen customer loyalty at PT Lucas Djaja. Abstrak. PT Lucas Djaja mengalami tren penurunan penjualan akibat ketiadaan sistem informasi pelanggan berbasis digital yang terintegrasi, di mana transaksi dan komunikasi masih dilakukan secara konvensional. Penelitian ini bertujuan merancang sistem informasi Customer Relationship Management (CRM) berbasis e-commerce guna mengotomatisasi perolehan informasi dan menyediakan saluran komunikasi digital. Metode perancangan diawali dengan analisis kondisi perusahaan menggunakan kerangka kerja 7C Framework of Customer Interface, kemudian diimplementasikan menggunakan platform e-commerce PrestaShop yang diintegrasikan dengan modul live chat Tawk.to. Hasil penelitian menunjukkan bahwa sistem CRM ini berhasil mendigitalisasi dan mengotomatisasi proses pemasaran, penjualan, dan layanan pelanggan. Integrasi ini menyediakan pangkalan data katalog digital, transaksi mandiri (self-service), komunikasi real-time, serta laporan analitis otomatis. Kesimpulannya, penerapan CRM berbasis PrestaShop dan Tawk.to menjadi solusi strategis dalam mengatasi permasalahan operasional, meningkatkan efisiensi kerja, serta memperkuat loyalitas pelanggan di PT Lucas Djaja.

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