IMPLEMENTASI WEB MOBILE CRM DENGAN FITUR FEED BACK LANGSUNG STUDI KASUS PT.POS INDONESIA

Abstrak

This research is motivated by the problems of delayed responses to customer complaints, inaccurate data, and the lack of effectiveness in delivering feedback at PT. Pos Indonesia. With the development of mobile web technology, this study implements a mobile web-based Customer Relationship Management (CRM) system with a direct feedback feature to enhance interaction between couriers and customers in a fast, efficient, and data-driven manner. The research method was carried out through the development of an application with several stages, including user-friendly interface (UI/UX) design, transaction data integration, feedback form creation, feedback monitoring by administrators, and testing and validation with customers. The system provides key features such as customer transaction history, direct feedback, admin notifications and responses, as well as an admin panel for customer satisfaction analysis. The implementation results show that the mobile web CRM can improve the efficiency of two-way communication, provide feedback-based data for service evaluation, reduce response time to customer complaints, and contribute to increasing customer satisfaction and loyalty.

Penelitian ini dilatarbelakangi oleh permasalahan keterlambatan respon terhadap keluhan pelanggan, ketidak akuratan data, serta kurangnya efektivitas dalam penyampaian feedback di PT. Pos Indonesia. Dengan berkembangnya teknologi web mobile, penelitian ini mengimplementasikan Customer Relationship Management (CRM) berbasis web mobile dengan fitur feedback langsung untuk meningkatkan interaksi antara kurir dan pelanggan secara cepat, efisien, dan berbasis data. Metode penelitian dilakukan melalui pengembangan aplikasi dengan tahapan perancangan antarmuka (UI/UX), integrasi data transaksi, pembuatan form feedback, monitoring feedback oleh admin, serta pengujian dan validasi kepada pelanggan. Sistem ini memiliki fitur utama berupa riwayat transaksi pelanggan, feedback langsung, notifikasi dan respons admin, serta panel admin untuk analisis kepuasan pelanggan. Hasil implementasi menunjukkan bahwa web mobile CRM dapat meningkatkan efisiensi komunikasi dua arah, menyediakan data berbasis feedback untuk evaluasi layanan, mengurangi waktu respon terhadap keluhan, serta berkontribusi pada peningkatan kepuasan dan loyalitas pelanggan.