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 HASE

  3.1 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 IAGRAM

  4.1 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 AGE

  4.4 P

  I P ........................................................................................................................................ 90

  

4.4.1 Product Info Screenshot.........................................................................................................................90

OME EB AGE

  4.5 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 ODULE

  4.6 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 ODULE

  4.7 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 ODULE

  4.8 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 ODULE

  4.9 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 ODULE

  4.10 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 ODULE

  4.11 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

ONCLUSION

  5.1 C ....................................................................................................................................................217

  ECOMMENDATION

  5.2 R ........................................................................................................................................219

  

REFERENCES ........................................................................................................................................................ 221

CURRICULUM VITAE ....................................................................................................................................... 223