Perancangan Sistem Pendukung Pelanggan dengan Metode RAD Berbasis Web Terintegrasi Telegram Pada PT DSI
Keywords:
Information System, Monitoring, Technician Scheduling, Inventory, Agile, LaravelAbstract
PT Diagnostika Sistem Indonesia requires an effective customer service infrastructure to overcome the limitations of its conventional operations, where manual complaint handling causes uncentralized data, lost records, and difficulties in evaluating Service Level Agreements (SLA). To resolve these issues, this study designs an integrated, web-based Customer Support System using the Rapid Application Development (RAD) method, allowing the software to rapidly adapt to dynamic operational needs. The resulting platform features comprehensive complaint tracking, automated technician scheduling, centralized Service Report archiving, and real-time statistical reporting. Furthermore, it implements Role-Based Access Control (RBAC) and integrates the Telegram API for instant task notifications. Validated via Black Box and White Box testing, the system significantly enhances service effectiveness, accelerates internal coordination, and empowers management decision-making.
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Copyright (c) 2026 Julius Immanuel Sijabat, Ardijan Handijono (Author)
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