Perancangan Sistem CRM Agile untuk Optimalisasi Penanganan Keluhan Pelanggan PT Transkom Integrasi Mandiri
Keywords:
Customer Relationship Management, Agile, Keluhan Pelanggan, Sistem Informasi, Monitoring KeluhanAbstract
This study designs and evaluates a web-based Customer Relationship Management (CRM) system named Supernova to optimize complaint handling for cellular and internet operator services at PT Transkom Integrasi Mandiri. The study employed a qualitative approach through observation, interviews, and literature review to identify the existing workflow, user requirements, and operational constraints. System development followed Agile stages comprising requirements gathering, planning, design, development, testing, and evaluation and improvement. The resulting application integrates customer records, complaint tickets, service categories, complaint reasons, evidence files, status updates, feedback histories, role-based access, monitoring dashboards, and transaction reports. Evaluation of system use shows that complaint information that was previously distributed across WhatsApp and spreadsheets can be managed in a centralized database with traceable New, Pending, and Completed statuses. The monitored application view contained 251 complaint records, including 10 New, 5 Pending, and 236 Completed tickets. Black-box and white-box testing indicated that the main functional scenarios and tested program paths operated as designed. Optimization is therefore concluded at the process level, particularly in data centralization, status traceability, follow-up documentation, access control, and reporting, without claiming a measured percentage improvement in response time.
References
Edison, H., Wang, X., & Conboy, K. (2022). Comparing methods for large-scale agile software development: A systematic literature review. IEEE Transactions on Software Engineering, 48(8), 2709–2731. https://doi.org/10.1109/TSE.2021.3069039
Fadhli, A., & Samsinar. (2022). Pengembangan aplikasi Customer Relationship Management (CRM) studi kasus: PT. Telkom Akses. Seminar Nasional Mahasiswa Fakultas Teknologi Informasi (SENAFTI). https://senafti.budiluhur.ac.id/index.php/senafti/article/view/412
Huang, M.-H., & Rust, R. T. (2021). A strategic framework for artificial intelligence in marketing. Journal of the Academy of Marketing Science, 49, 30–50. https://doi.org/10.1007/s11747-020-00749-9
International Organization for Standardization. (2018). ISO 10002:2018 quality management—Customer satisfaction—Guidelines for complaints handling in organizations. https://www.iso.org/standard/71580.html
Kumar, V., & Reinartz, W. (2018). Customer relationship management: Concept, strategy, and tools (3rd ed.). Springer. https://doi.org/10.1007/978-3-662-55381-7
Laudon, K. C., & Laudon, J. P. (2021). Management information systems: Managing the digital firm (17th ed.). Pearson.
Project Management Institute, & Agile Alliance. (2017). Agile practice guide. Project Management Institute. https://www.pmi.org/shop/p-/book/agile-practice-guide-%28english%29/00101602301
Raharjana, I. K., Siahaan, D., & Fatichah, C. (2021). User stories and natural language processing: A systematic literature review. IEEE Access, 9, 53811–53826. https://doi.org/10.1109/ACCESS.2021.3070606
Rasheed, A., Zafar, B., Shehryar, T., Aslam, N. A., Sajid, M., Ali, N., Dar, S. H., & Khalid, S. (2021). Requirement engineering challenges in agile software development. Mathematical Problems in Engineering, 2021, Article 6696695. https://doi.org/10.1155/2021/6696695
Supriyono, S. (2020). Software testing with the approach of blackbox testing on the academic information system. IJISTECH (International Journal of Information System and Technology), 3(2), 227–233. https://doi.org/10.30645/ijistech.v3i2.54
Wijayanto, S. (2023). Penetapan lokasi promosi penerimaan siswa baru SMK Bina Informatika menggunakan metode Analytical Hierarchy Process. IDEALIS, 6(2), 156–164. https://doi.org/10.36080/idealis.v6i2.3009
Wijayanto, S. (2026). Sistem pendukung keputusan evaluasi kinerja guru menggunakan metode Analytical Hierarchy Process. IDEALIS: Indonesia Journal Information System, 9(1), 144–153. https://doi.org/10.36080/idealis.v9i1.3712
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Jordhy Sachsono, Santosa Wijayanto (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Creative Commons Attribution 4.0 International (CC BY 4.0).
This work is licensed under a 