Perancangan Sistem Customer Relationship Management Dengan Memanfaatkan Self Service Technology

Wijaya, Andri (2019) Perancangan Sistem Customer Relationship Management Dengan Memanfaatkan Self Service Technology. In: PROSIDING SEMINAR NASIONAL HASIL LITBANGYASA INDUSTRI II, 26 Agustus 2019, Hotel Harper Palembang.

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Abstract

Technological development requires all companies and ways of doing business to be able to adapt quickly in order to remain competitive. In supermarkets with types such as Carefour and Hypermart it is very possible to make changes and adjustments in carrying out business processes such as customer transaction processes which include the calculation of goods purchased by customers and customer final payments. Changes to the process in addition to being able to give advantages to the company by increasing performance in terms of time and being able to seize opportunities and the ability to adapt quickly to technological changes also provide a shopping experience for customers who are different and comfortable so that customer relationship management will increase, especially loyalty. In this research, an automatic point of sale system is designed to make it easier for customers and not have to experience long queues that make customers uncomfortable. The Automatic Point Of Sale system was designed using the Rapid Application Development (RAD) information system development methodology. The stages in the methodology to date have resulted in new business modeling and system architecture. New business modeling is supported by Information Systems that are designed to apply the principles of Self Service Technology (SST) all carried out by applications and systems without the presence of many human touches. All business processes from the customer comes to choose the items to be purchased until the customer purchases using SST-based systems and applications.

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