Aplikasi customer relationship management berbasis web “Lippo One Card” pada PT. Lippo General Insurance tbk = Web-based customer relationship management application “Lippo One Card” at PT. Lippo General Insurance tbk

Gunawan, Davin Pradipta (2013) Aplikasi customer relationship management berbasis web “Lippo One Card” pada PT. Lippo General Insurance tbk = Web-based customer relationship management application “Lippo One Card” at PT. Lippo General Insurance tbk. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Tugas akhir ini menjelaskan pengembangan aplikasi customer relationship management berbasis web di PT. Lippo General Insurance Tbk (LGI) yang disebut dengan Lippo One Card. Salah satu masalah yang dihadapi oleh LGI, yaitu kurangnya program CRM untuk mempertahankan hubungan mereka dengan para nasabah. Maka dari itu, aplikasi ini dibuat dengan tujuan untuk membantu usaha perusahaan dalam mempertahankan hubungan dengan para nasabah. Sebelum proyek ini dimulai, LGI memiliki program customer relationship yang sederhana, yaitu dalam bentuk ucapan ulang tahun kepada nasabah. Maka dari itu, aplikasi ini dibuat untuk menciptakan hubungan yang lebih kuat dengan cara pendekatan yang berbeda. Nasabah berkesempatan untuk menukarkan poin hasil pembelian produk LGI dengan berbagai hadiah yang disediakan oleh LGI. Aplikasi ini dikembangkan dengan metode prototyping yang terdiri dari langkah – langkah seperti analisis sistem saat ini, pengumpulan requirements, perancangan konstruksi dan implementasi. Lippo One Card dibuat dengan menggunakan bahasa pemrograman PHP dan MySQL. Untuk modeling, digunakan diagram UML versi 2.0 seperti activity, use case dan class diagrams. Pengujian aplikasi meliputi scenario testing dan usability testing. Hasil dari tugas akhir ini adalah aplikasi berbasis web yang dapat membantu LGI untuk memenuhi kebutuhan CRM mereka. Bagian front-end dari aplikasi ini digunakan oleh para nasabah LGI untuk menukarkan poin. Bagian back-end dari aplikasi ini digunakan oleh pegawai departemen business development dan contact center administrator untuk memproses permintaan nasabah. / This final project explains the development of a web based customer relationship management application at PT. Lippo General Insurance Tbk (LGI) which is called Lippo One Card. The problems faced by LGI was lack in CRM program to maintain their relationship with customer. Thus, this application is built to help LGI‟s effort in maintaining their relationship with the customers. Before the project was started, LGI only had a very simple customer relationship program in the form of birthday greetings to clients. Thus, this application is developed to help the company‟s effort to build a stronger bond by using a different approach. Clients can have the opportunity to redeem their points, which they got from purchasing LGI products, exchanging it with various of rewards provided by LGI. This application is developed using prototyping method that includes steps namely, analysis of the current system, requirements gathering, design, construction and implementation. The application is built using PHP and MySQL. Modeling is done using UML version 2.0 diagrams such as activity, use case, and class diagrams. Application testing also includes scenario testing and usability testing. The result of this final project is a web based application that can help LGI to fulfill their CRM needs. The front-end side of this application is used by LGI‟s clients to redeem their point for rewards. The back-end side of this application is used by business development department staff and contact center administrator to process clients‟ requests.

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