Key Words : web-based application, call center application, customer relations hip
BINUS INTERNATIONAL
UNIVERSITAS BINA NUSANTARA
Major Information System
Sarjana Komputer Thesis
Semester Even year 2006/2007
DEVELOPING WEB-BASED CALL CENTER
APPLICATION AT PT. SARANA PUTRA MAKMUR
Dimas Febriawan (0700675904)
Abstract The objective of this thesis is to find the problem in the current customer
relationship management system of PT. Sarana Putra Makmur. After the problem is
found, a solution will be developed to solve the problem. The solution is meant to help
PT. Sarana Putra Makmur in ma naging their relationship with the customers and the
business partners. Another objective is that an understanding about customer
relationship management and the development of a web-based call center application
will be obtained from this thesis.Interview is used as the method to gather resources related to the current
customer relationship management system at PT. Sarana Putra Makmur. Solutions are
developed using Use Case Diagram and State Chart Diagram. Application developed
using HTML and PHP Programming Language, MySQL as the database application and
Apache as the Web Server application.Result achieved is a web-based call center application that is ready to use and deployed into the internet. From this thesis can be concluded that developing a web-based call center
application is one way of creating a more efficient and effective way in maintaining the
relationship between companies and its customers and business partners.
Key Words : web-based application, call center application, customer relations hip
management (CRM).ACKNOWLEDGEMENT
First of all, I want to say thanks to Allah swt., for all the blessings and
healthiness so this thesis can be completed in time. Another thanks to my family for all
the help and suggestions, because a good deal of the time spent in writing this thesis
might well have been wasted and valuable opportunities missed if it had not because of
them.I owe an incalculable amount to Mr. Wibowo Kosasih, who is my thesis
supervisor and also a vital help in numerous ways for completing this thesis. Without his
help and guidance, this thesis would have never been completed. Thanks to Mr. Huibert
Andi Wenas also for his help and guidance in determining the topic for my thesis.
Thanks to Mr. Andreas Kuswara, who is my thesis supervisor in the first place, which I
finally being transferred to Mr. Wibowo Kosasih.I am particularly grateful to all the people in PT. Sarana Pura Makmur: Mr.
Joseph Wijoyo and Mr. Ganis for the opportunity of having an internship at PT. Sarana
Putra Makmur. Thanks to: Mr. Reno Wijoyo, Mr. Deddy, Mr. Aziz, Mr. Fransiskus
Dwikoco, Mr. Dumyati and Mr. Krisna, who are my supervisors in PT. Sarana Putra
Makmur, for the help and support in finding the problems of PT. Sarana Putra Makmur.
Thanks to Mr. Yudie Haryanto, Mr. Muhammad Alwie, Mr. Aris Wirasto and Mr.
Muhammad Ichsan Amrin for all the information had given related to the current
problem at PT. Sarana Putra Makmur. Thanks to Mr. Widiasa Mahendra, Mr. Rangga,
Mr. Ardi, Mr. Yuddha Inggar and Mr. Nawendra H.K. for all the help in developing my
application. Thanks to Mr. Suwandi, Mrs. Dewi and Mrs. Indri for their hospitality while
I was doing my internship at PT. Sarana Putra Makmur.I owed much to the advice and the kind assistance from my high school friends,
whom I can’t mention one by one. Thanks to Henny Tjahjadi, for was helping me in
finding a thesis supervisor. The last but not least, thanks to all my friends at Bina
Nusantara University, for their advice, assistance and hospitalities.This thesis is dedicated to PT. Sarana Putra Makmur for the solution of their
problem. In addition, I hope that this thesis is useful as the addition for the knowledge at
Bina Nusantara University. Please accept my apology for the mistakes that I might have
made technically or non-technical in this thesis. In the end, if there’s any critics,
recommendations and suggestions from the reader of this thesis and from the thesis
supervisor please send it to my email address: dimas_forever@yahoo.com .Jakarta, 20 July 2007 Dimas Febriawan
TABLE OF CONTENTS
COVER PAGE……………………………………………………………………………………………..I
TITLE PAGE……………………………………………………………………… ……………………... II
CERTIFICATE OF APPROVAL HARDCOVER……………………………………………………..III
STATEMENT OF EXAMINERS……………………………………………………………………….IV
ABSTRACT.................................................................................................................................................................. V
ACKNOWLEDGEMENT .......................................................................................................................................VI
TABLE OF CONTENTS ..................................................................................................................................... VIII
LIST OF TABLES ...................................................................................................................................................XII
LIST OF FIGURES ................................................................................................................................................XIV
2.1.1.6 The Segments of CRM........................................................................................................................ 17
2.1.1 The Definition and Concept of Customer Relationship Management (CRM) ..............................10
2.1.1.1 The Definition of Customer ................................................................................................................ 10
2.1.1.2 The Definition of Relationship............................................................................................................ 11
2.1.1.3 The Definition of Management ........................................................................................................... 12
2.1.1.4 The Concept of Customer Relationship Management ........................................................................ 14
2.1.1.5 The Benefits of Customer Relationship Management ........................................................................ 16
2.1.1.7 CRM Software..................................................................................................................................... 19
OUNDATION
2.1.1.8 Departments and Functions Involved in CRM.................................................................................... 20
2.1.1.9 CRM Implementation.......................................................................................................................... 24
2.1.2. Tools for Developing the Application.................................................................................................25
2.1.2.1 PHP Programming Language .............................................................................................................. 25
2.1.2.2 MySQL Database................................................................................................................................ 26
2.1.2.3 Apache Web Server............................................................................................................................. 30
2.1.3 Call Center Definition and Concept.....................................................................................................31
........................................................................................................................... 10
F
CHAPTER 1 INTRODUCTION .............................................................................................................................1
IMS AND
1.1 B
ACKGROUND
...................................................................................................................................................... 1
1.2 S
COPE
.................................................................................................................................................................... 3
1.3 A
B
HEORETICAL
ENEFITS
........................................................................................................................................... 7
1.4 S
TRUCTURES
........................................................................................................................................................ 8
CHAPTER 2 THEORETICAL FOUNDATION ..............................................................................................10
2.1 T
2.1.3.1 Definition of Call Center..................................................................................................................... 31
2.1.3.2 Benefits of Call Center ........................................................................................................................ 32
2.1.3.3 Call Center Services ............................................................................................................................ 33
2.1.4 Unified Modeling Language (UML) Diagrams..................................................................................35
2.1.4.1 Activity Diagram ................................................................................................................................. 36
2.1.4.2 Use Case Diagram ............................................................................................................................... 37
2.1.4.3 Class Diagram ..................................................................................................................................... 37
2.1.4.4 State Chart Diagram............................................................................................................................ 38
HEORETICAL RAMEWORK
2.2 T F ............................................................................................................................ 40
CHAPTER 3 PROBLEM ANALYSIS .................................................................................................................41
HESIS EVELOPMENT HASE3.1 T D P ........................................................................................................................ 41
ESOURCE ATHERING ETHOD
3.2 R G M ................................................................................................................... 47
PECIFICATION OF ESEARCH BJECTS
3.3 S R O ........................................................................................................ 49
3.3.1 Company History.....................................................................................................................................49
3.3.2 Company Organizational Structure .....................................................................................................52
3.3.3 Description of Work and Authority ......................................................................................................52
3.3.4 Stakeholders of the Current System......................................................................................................56 NALYSIS OF THE URRENT YSTEM
3.4 A C S ............................................................................................................ 57
3.4.1 Business Process of the Current System..............................................................................................57
3.4.2 Problem Recognition of the Current System.......................................................................................59 NALYSIS OF THE ROPOSED YSTEM
3.5 A P S ........................................................................................................... 61
3.5.1 Stakeholders of the Proposed System...................................................................................................61
3.5.2 Business Process of the Proposed System...........................................................................................63
3.5.3 Requirement Analysis of the Proposed System...................................................................................65
3.5.3.1 Admin Requirement Analysis ............................................................................................................. 65
3.5.3.2 System Support Requirement Analysis............................................................................................... 69
3.5.3.3 SPM Customer Requirement Analysis................................................................................................ 72
3.5.3.4 SPM Business Partner Requirement Analysis..................................................................................... 73
3.5.3.5 Guest Requirement Analysis............................................................................................................... 75
3.5.4 Features of the Proposed System..........................................................................................................75
CHAPTER 4 SOLUTION AND DESIGN ..........................................................................................................77
EB RCHITECTURE IAGRAM4.1 W A D ..................................................................................................................... 77
LASS
IAGRAM OF THE ROPOSED YSTEM
4.2 C D P S ............................................................................................... 79
AIN AGE
4.3 M P ........................................................................................................................................................ 81
4.3.1 Main Page Screenshot............................................................................................................................82
4.3.2 Log In Use Case Diagram .....................................................................................................................84
4.3.3 Log In State Chart Diagram..................................................................................................................86
4.3.4 Database Table Instance Chart ............................................................................................................87
4.3.5 Program Codes ........................................................................................................................................87
RODUCT NFO AGE4.4 P
I P ........................................................................................................................................ 90
4.4.1 Product Info Screenshot.........................................................................................................................90
OME EB AGE4.5 H W P .............................................................................................................................................. 91
4.5.1 Home Web Page Screenshot..................................................................................................................91
4.5.2 Database Table Instance Chart ............................................................................................................93
4.5.3 Program Codes ........................................................................................................................................96
SER ODULE4.6 U M .................................................................................................................................................102
4.6.1 User Module Screenshot ..................................................................................................................... 103
4.6.2 User Module Use Case Diagram....................................................................................................... 105
4.6.3 User Module State Chart Diagram ................................................................................................... 108
4.6.4 Database Table Instance Chart ......................................................................................................... 109
4.6.5 Program Codes ..................................................................................................................................... 110
CCOUNT ODULE4.7 A M ........................................................................................................................................114
4.7.1 Account Module Screenshot ............................................................................................................... 114
4.7.2 Account Module Use Case Diagram................................................................................................. 116
4.7.3 Account Management State Chart Diagram.................................................................................... 118
4.7.4 Database Table Instance Chart ......................................................................................................... 119
4.7.5 Program Codes ..................................................................................................................................... 120
CTIVITY ODULE4.8 A M .........................................................................................................................................123
4.8.1 Activity Module Screenshot ................................................................................................................ 123
4.8.2 Activity Module Use Case Diagram.................................................................................................. 126
4.8.3 Activity Module State Chart Diagram .............................................................................................. 129
4.8.4 Database Table Instance Chart ......................................................................................................... 130
4.8.5 Program Codes ..................................................................................................................................... 131
ASE ODULE4.9 C M .................................................................................................................................................133
4.9.1 Case Module Screenshot..................................................................................................................... 133
4.9.2 Case Module Use Case Diagram....................................................................................................... 136
4.9.3 Case Module State Chart Diagram................................................................................................... 142
4.9.4 Database Table Instance Chart ......................................................................................................... 144
4.9.5 Program Codes ..................................................................................................................................... 145
OLUTION ODULE4.10 S M ......................................................................................................................................149
4.10.1 Solution Module Screenshot............................................................................................................. 149
4.10.2 Solution Module Use Case Diagram .............................................................................................. 152
4.10.3 Solution Module State Chart Diagram........................................................................................... 156
4.10.4 Database Table Instance Chart....................................................................................................... 157
4.10.5 Program Codes................................................................................................................................... 159
EPORT ODULE4.11 R M ..........................................................................................................................................161
4.11.1 Report Module Screenshot................................................................................................................ 161
4.11.2 Report Module Use Case Diagram ................................................................................................. 165
4.11.3 Report Module State Chart Diagram.............................................................................................. 167
4.11.4 Database Table Instance Chart....................................................................................................... 168
4.11.5 Program Codes................................................................................................................................... 170 ONTACT ODULE
4.12 C M .......................................................................................................................................172
4.12.1 Contact Module Screenshot.............................................................................................................. 173
4.12.2 Contact Module Use Case Diagram ............................................................................................... 177
4.12.3 Contact Module State Chart Di agram............................................................................................ 179
4.12.4 Database Table Instance Chart....................................................................................................... 181
4.12.5 Program Codes................................................................................................................................... 182 UEST ODULE
4.13 G M ............................................................................................................................................184
4.13.1 Guest Module Screenshot ................................................................................................................. 185
4.13.2 Guest Module Use Case Diagram................................................................................................... 189
4.13.3 Guest Module State Chart Diagram ............................................................................................... 191
4.13.4 Database Table Instance Chart....................................................................................................... 192
4.13.5 Program Codes................................................................................................................................... 194 NOWLEDGE ENTER AGE
4.14 K C P ........................................................................................................................198
4.14.1 Knowledge Center Screenshot ......................................................................................................... 199
4.14.2 Knowledge Center Use Case Diagram........................................................................................... 201
4.14.3 Knowledge Center State Chart Diagram....................................................................................... 202 OCUMENT ODULE
4.15 D M ...................................................................................................................................204
4.15.1 Document Module Screenshot.......................................................................................................... 205
4.15.2 Document Module Use Case Diagram........................................................................................... 208
4.15.3 Document Module State Chart Diagram ....................................................................................... 212
4.15.4 Database Table Instance Chart....................................................................................................... 214
4.15.5 Program Codes................................................................................................................................... 215
CHAPTER 5 CONCLUSION AND RECOMMENDATION ..................................................................... 217
ONCLUSION5.1 C ....................................................................................................................................................217
ECOMMENDATION
5.2 R ........................................................................................................................................219
REFERENCES ........................................................................................................................................................ 221
CURRICULUM VITAE ....................................................................................................................................... 223