Studi kasus sistem customer relationship management (CRM) sebagai daily support tool untuk delivery channel support (DCS) di Lippobank

Subrata, Jose Widjaja (2008) Studi kasus sistem customer relationship management (CRM) sebagai daily support tool untuk delivery channel support (DCS) di Lippobank. Masters thesis, Universitas Pelita Harapan.

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Abstract

Customer Relationship Management System is a system for the purpose of increasing customer satisfaction and maintaining their relationship with the company. In giving services to internet banking users, an integrated 1-portal tool is required for the Delivery Channel Support to lessen their workload. Currently, the writer believed that DSS is functioning as a stsandalone CRM Tool, this way, DSS will have to access each server in giving services to user or branches. The thesis presents framework of a new system based on interview results. Modules will be used in order for DCS to gain easy access via web-based system. Three main modules are presented with integration of a main module to database or information such as the AS/400, server e-LippoLink, and system parameter with several sub-modules connected with specific functions. Framework of the new system is analyzed with SWOT analysis, internal and external matrikx, and SWOT matrix in order to find out business strategy alternatives that would be applied. The end result shows that advantages can be seen from the new system in order for DCS to be able to work from 1-portal system to access information needed. The new system will also have potential to be further developed to a wider scope of uses. / Sistem Customer Relationship Managemen (CRM) merupakan sistem untuk meningkatkan kepuasan pelanggan dan menjaga hubungan perusahaan dengan pelanggan. Dalam melayani para user internet banking diperlukan suatu tool yang bisa memberikan integrasi dalam 1 portal sehingga Delivery Channel Support bisa lebih mudah dalam melaksanakan tugasnya, karena selama ini dirasakan Delivery Channel Support berjalan atau berfungsi sebagai CRM Tool itu sendiri sehingga Delivery Channel Support yang harus mengakses satu per satu dari setiap server jika melayani user atau cabang. Dalam tulisan ini dijelaskan framework sistem baru yang didapatkan dari hasil wawancara sehingga bisa ditawarkan dalam bentuk modul-modul yang mudah diakses oleh Delivery Channel Support dalam sistem berbasiskan web, sehingga Delivery Channel Support bisa berjalan sesuai dengan fungsinya. Ada 3 modul utama yang bisa dibuat dengan mengintegrasikan modul utama tersebut ke database atau informasi seperti AS/400, server e-LippoLink, dan system parameter dengan beberapa sub-sub modul yang terhubung sesuai dengan fungsinya masing-masing. Framework sistem baru tersebut dianalisa dengan menggunakan analisa SWOT, matriks internal dan ekternal, dan matriks SWOT untuk mengetahui alternatif strategi bisnis yang bisa diambil. Dalam kesimpulannya bisa didapatkan bahwa banyak keuntungan yang diambil dari sistem baru tersebut sehingga Delivery Channel Support bisa berkerja cukup dari 1 portal saja untuk mengakses semua informasi yang dibutuhkan. Sistem baru ini juga masih mempunyai potensi lebih untuk dikembangkan ke ruang lingkup yang lebih luas.

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