Sistem E-commerce Terintegrasi Customer Relationship Management (CRM) pada Toko Samber Redjeki Surakarta
Keywords:
E-commerce, Customer Relationship Management (CRM), Laravel Framework, System Development Life Cycle (SDLC), Integrasi WhatsAppAbstract
Toko Samber Redjeki merupakan usaha ritel yang menjual berbagai produk Fast Moving Consumer Goods (FMCG), perlengkapan rumah, produk perawatan kulit, dan busana. Strategi penjualan toko masih bergantung pada marketplace pihak ketiga sehingga menimbulkan biaya administrasi lebih dari 10% per transaksi dan membatasi pengelolaan data pelanggan untuk mendukung pemasaran. Penelitian ini bertujuan merancang dan membangun sistem informasi E-commerce mandiri berbasis web yang terintegrasi dengan Customer Relationship Management (CRM). Pengumpulan data dilakukan melalui observasi, wawancara, dan studi pustaka, sedangkan pengembangan sistem menggunakan metode System Development Life Cycle (SDLC) model Iteratif dengan PHP, MySQL, Laravel Framework, dan Tailwind CSS. Pengujian sistem dilakukan menggunakan Blackbox Testing dan User Acceptance Testing (UAT). Hasil penelitian menunjukkan sistem mampu mendukung pengelolaan penjualan secara mandiri sehingga mengurangi ketergantungan pada marketplace pihak ketiga. Implementasi CRM difokuskan pada tingkat operasional melalui pemanfaatan data Wishlist sebagai dasar pencatatan preferensi pelanggan (customer preference tracking) dan pengiriman promosi melalui integrasi WhatsApp. Seluruh fungsi sistem berjalan dengan baik, sedangkan pengujian UAT terhadap 12 pengguna memperoleh tingkat penerimaan sebesar 92,35% pada lingkungan implementasi penelitian.
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