Sistem Customer Relationship Management E-Commerce PT XYZ Modul Claim dan Verifikasi Customer

Abstract

PT XYZ menghadapi tantangan skalabilitas dalam penugasan Account Manager yang masih manual dan kebutuhan untuk melindungi kerahasiaan data harga pada platform e-commerce B2B-nya. Penelitian ini bertujuan untuk membuat sistem Customer Relationship Management (CRM) dengan dua modul utama, yaitu Modul Claim Customer untuk menciptakan sistem penugasan first-come, first-served yang tercatat, dan Modul Verifikasi Customer sebagai gerbang kontrol akses data harga. Sistem dibuat menggunakan metodologi Scrum dengan framework Laravel dan diuji fungsionalitasnya menggunakan metode black box testing. Hasil penelitian adalah sebuah sistem CRM fungsional dengan alur verifikasi otomatis dan manual, pengujian terhadap 37 skenario menunjukkan tingkat keberhasilan 100%. Sistem ini berhasil menjawab tantangan penugasan Account Manager dan menjaga kerahasiaan data.

PT XYZ faces scalability challenges in manual account manager assignment and the need to protect price data confidentiality on its B2B e-commerce platform. This study aims to develop a Customer Relationship Management (CRM) system with two main modules, namely the Customer Claim Module which creates a recorded first-come, first-served assignment system, and the Customer Verification Module which functions as a price data access control gateway. The system was developed using the Scrum methodology with the Laravel framework and its functionality was tested using the black box testing method. The results of the study are a functional CRM system with both manual and automated verification workflows. Testing across 37 scenarios achieved a 100% success rate, demonstrating that the system effectively addresses the challenges of account manager assignment and ensures data confidentiality.