RESULT AND DISCUSSION
7. RESULT AND DISCUSSION
In Figure 6 show page that make customer Result from information design is a new
can contact TIKI 24 hours and 7 days about CRM information system for TIKI business.
any question in delivery, service or anything Homepage in Figure 4 shows mision of the
related about TIKI business. This increase company and login form for registered
company personal care to their customers. customer.New customer also register from this homepage. The main menu of this
With customer list report in Figure 7, TIKI application also show in the head of the
can analyze customer information and page for navigation through out all function.
behavior especially related with customer “contact points”. From this reports, TIKI can
Customer’s items delivery status page show also analyze what customers really needs in item’s status, as shown in Figure 5. This
their service. Business and operational status will always updated when the items
improvement can be drive from this reports. move from one process to another process,
The result can improve customer satisfaction so customer can track their items
because customer expectation can be movements. This function realy help
record from this data.
company to make customer satisfy, because items tracking will increase customer’s trust
in delivery service.
Customer Relationship Management Information System DSS-18
Fransiskus Adikara
Proceeding, 6 th International Seminar on Industrial Engineering and Management
ISSN : 1978-774X
Figure 4. Homepage Figure 5. Customer’s Items Delivery Status
Figure 6. TIKI Contact Form from Customer
Figure 7. Customer List Report for TIKI
8. CONCLUSION AND FUTURE WORK
easy for your prospects and customers Quick Courier Services in obtaining the
Conclusion from this paper are : required information clearly. Also no
1. Customer service strategy that is longer limited distance, time, and designed to be web-based makes it
Customer Relationship Management Information System Fransiskus Adikara
DSS-19 DSS-19
ISSN : 1978-774X contact lines Forwarding Services
(g) Kalakota, R and Marcia, R. (2001). E- Express.
Bussiness 2.0 : Roadmap for Success.
2. Database integrated online service to
Addison-Wesley store data from a contact so as to
Massachusetts
Longman, Inc.
facilitate the headquarters and branch (h) Kotler, Philip and Armstrong, Gary. offices Express Courier Services in
(2001). Dasar-Dasar Pemasaran. Edisi serving customers and prospective
kesembilan. Prentice Hall. New Jersey. customers as well as to establish a more
(i) Kotler, Philip dan Keller, Kevin Lane. close and personal.
(2009).
Manajemen Pemasaran.
3. Express Courier Services to improve ERLANGGA. Jakarta. response to customer requests for
(j) Munawar. (2005). Pemodelan Visual information desired by the selection of
dengan UML. Graha Ilmu. Yogyakarta. the topic questions so that customer
(2009). Rekayasa inquiries can be processed by the
(k) Nugroho,
Adi.
Perangkat Lunak Menggunakan UML company
dan Java. ANDI. Yogyakarta. (l) Nugroho, Bunafit. (2008). Membuat Future work to make all new information
Sistem Informasi Penjualan Berbasiskan system operate well are :
WEB dengan PHP dan MySQL. GAVA
1. The existence of specialized staff in the
MEDIA. Yogyakarta.
central office and each branch Express (m) Payne, Adrian. (2005). Handbook of Courier Services at least one person
CRM. ELSEVIER.
responsible for managing the service (n) Prasetyo, Ristiyanti and Ihalauw, John. over the web.
(2004).
Perilaku Konsumen.
2. Complete the application with e-mail
Andi.Yogyakarta.
facilities and contacts made through e- (o) Rob, Peter and Coronel, Carlos. (2009). mail can also be stored in the database.
DATABASE
SYSTEMS. Thomson
3. Adding a poll on screen display module Course Technology. United States. common to get feedback from visitors and also web poll on screen display
module customers to conduct a AUTHOR BIOGRAPHIES
customer satisfaction survey online Fransiskus Adikara is a lecture in Informatics Technology, Faculty of Computer
9. REFERENCES
Science, Esa Unggul University, Jakarta. He received his Bachelor Degree in Informatics
(a) Barker, G dan Harrison, D. (2000). in 2001 and Magister Management in MCSE Windows 2000 Profesional
Information Systemin 2003, both from Bina Training Guide. USA: New Riders.
Nusantara University. His research interest (b) Barnes, J.G. (2003). Secrets og
are in the area of software engineering, Customer Relationship Management.
balanced scorecards,and IT Governance. Terj. Andreas Winardi. Edisi Bahasa
address is Indonesia. Yogyakarta: Andi.
His
( [email protected] ) (c) Berson, A., Smith, S., and Thearling, K. (2000). Building Data Mining Application
Ricky Fauzi is a IT developer in the private for CRM. New York: The McGraw-Hill
company. He received his Bachelor Degree Companies, Inc.
in Informatics in 2012 from Esa Unggul (d) Buttle,
Francis. (2007). Customer University. His research interest are in the Relationship Management. Bayumedia.
engineering and Malang.
management information system. His email (e) Fatta, Hanif Al. (2007). Analisis dan
address is ( [email protected] ) Perancangan Sistem Informasi. Andi. Yogyakarta.
(f) Kadir, Abdul. (2010). Mudah Mempelajari Database Access. Andi. Yogyakarta.
Customer Relationship Management Information System DSS-20
Fransiskus Adikara