PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT DENGAN DUKUNGAN TEKNOLOGI INFORMASI PADA PO. CHELSY

Albertus Januaris Kundre, Irya Wisnubadhra, Thomas Suselo

Abstract


PO. Chelsy adalah sebuah perusahaan yang bergerak di bidang jasa transportasi darat. Perusahaan ini didirikan pada tahun 2010 dan sampai akhir tahun 2012 telah memiliki 8 armada yang beroperasi seputar pulau Flores, Nusa Tenggara Timur. Perusahaan ini memiliki dua proses bisnis utama yaitu jasa transportasi darat dan jasa pengiriman barang. Dalam implementasinya perusahaan mengalami beberapa hambatan seperti pelanggan mengalami kesulitan dalam pemesanan/booking tiket transportasi karena masih dilakukan secara manual (Paper based) yang dapat beresiko terhadap kebenaran data, sering terjadi kesalahan/ tabrakan jadwal keberangkatan, barang/paket susah dilacak jika terjadi kehilangan. Berdasarkan masalah diatas maka perlu adanya suatu sistem dengan dukungan Teknologi Informasi (berbasis website) yang dikelolah agar dapat memenuhi kebutuhan pelanggan. Salah satu strategi yang digunakan perusahaan yaitu dengan penerapan CRM (Customer Relationship Management). Dengan dibuatnya sistim informasi pada penerapan CRM maka sistim penjualan tiket, pemesanan barang/dokumen menjadi lebih mudah.


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