PENGEMBANGAN SISTEM COSTUMER RELATIONSHIP MANAGEMENT (CRM) PADA DIVISI PRIORITY ACCOUNT EXECUTIVE DI PT PLN (PERSERO) UID ACEH BERBASIS WEB

Penulis

  • Mahendar Dwi Payana Universitas Ubudiyah Indonesia
  • Almuhayat Syah
  • Desita Ria Yusian TB
  • Rizka Albar

DOI:

https://doi.org/10.33143/jics.v11i2.5645

Kata Kunci:

Customer Relationship Management (CRM), PLN UID Aceh, Sub Divisi Priority Account Executive, Pelanggan Prioritas, Metode Waterfall, Transformasi Digital.

Abstrak

— PT PLN (Persero) UID Aceh melalui Sub Divisi Priority Account Executive (PAE) bertanggung jawab dalam melayani pelanggan prioritas, namun sistem Customer Relationship Management (CRM) yang tersedia sebelumnya masih bersifat umum dan belum mendukung kebutuhan spesifik pelanggan prioritas. Penelitia ini bertujuan mengembangkan sistem CRM berbasis web menggunakan pendekatan Research and Development (R&D) dengan model pengembangan System Development Life Cycle (SDLC) tipe Waterfall. Hasil penelitian menunjukkan bahwa sistem CRM berhasil dikembangkan dengan fitur utama berupa manajemen pelanggan, penjadwalan kunjungan, pengelolaan feedback, pembuatan laporan otomatis, serta portal pelanggan prioritas. Implementasi sistem ini mampu mempermudah staf dalam mengelola data, mempercepat respon terhadap keluhan, serta memberikan akses mandiri bagi pelanggan untuk memantau status layanan, sehingga secara keseluruhan sistem ini meningkatkan efisiensi operasional Sub Divisi PAE dan berpotensi meningkatkan kepuasan serta loyalitas pelanggan prioritas di PLN UID Aceh

Referensi

Payana, M. D., Musliyana, Z., Ardian, Z., Wibawa, M. B., & TB, D. R. Y. (2023). SISTEM PENDAJADWALAN DOKTER DAN FASILITAS POLI PADA RUMAH SAKIT SULTAN ISKANDAR MUDA NAGAN RAYA BERBASIS ANDROID MENGGUNAKAN FLUTTER. JOURNAL OF INFORMATICS AND COMPUTER SCIENCE, 9(1). https://doi.org/10.33143/jics.v9i1.2939

Payana, M. D., & Wibawa, M. B. (2020). Sistem Ujian Online Tes Masuk Universitas Ubudiyah Indonesia Bagi Calon Mahasiswa Baru Berbasis Web Menggunakan CI (Code Igniter). Journal of Informatics and Computer Science, 6(2).

Payana, M. D., & Pramunsyie, H. (2019). PERANCANGAN MEDIA PEMBELAJARAN ENGLISH GRAMMAR BERBASIS ANDROID. JOURNAL OF INFORMATICS AND COMPUTER SCIENCE, 5(2). https://doi.org/10.33143/jics.vol5.iss2.548

Lieser, P., Taff, S. D., & Murphy-Haga, A. (2018). The webinar integration tool: A framework for promoting active learning in blended environments. Journal of Interactive Media in Education, 2018(1). https://doi.org/10.5334/jime.453

Nurisa Rahma Shantika, Oktaviana Syafira, A., & Mukaromah, S. (2022). Evaluasi Kematangan Tata Kelola Sistem Informasi Akademik Universitas XYZ Menggunakan COBIT 5. Jurnal Informatika Dan Sistem Informasi, 3(1). https://doi.org/10.33005/jifosi.v3i1.427

Cover Oktober 2025

Unduhan

Diterbitkan

2025-10-28

Terbitan

Vol 11 No 2 (2025): OKTOBER 2025

Bagian

Articles

Lisensi

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