Enhancing customer relationship process in Southern Sumatra district office of P.T. Telekomunikasi Indonesia, Tbk. through integration of multiple communication services

Abstract

Telecommunication companies nowadays are facing the great market drivers, whereby service processes need to execute faster and dynamics. This condition has create pressure to extend the value, size and quality service of the customer-based. One of the challenges in developing the customer relationship is customer satisfaction. To meet the rapid changes of customer demands, companies of customer-based such as Telecommunication Company should have a flexible service system through restructure their potential to gain their profitability. This effort can be achieved using information system applications. It starts with a Customer Relationship Management (CRM) strategy, which must involved the using of integrated information systems. The purpose of the project is to identify how a strategic information system can be implemented to provide maximum services to the customers. Therefore, this project has come out with a system known as “Customers Service Centre through Multiple Communication Services (WWW, Email, WAP, and SMS)”. This system allows the customers to choose their own appropriate channel to interact with the organization. The project was conducted by used the object-oriented methodology, and was limited to turned out with integration model of system requirements, UML system models, and a prototype system. This project looked forward to produce a system encompasses the process of interaction with the customer, in term of efficiency, effectiveness, on-line, real-time, and inter-department work network.