PUTRI, NOER LAYLI BUDIANTO (2017) PERANCANGAN SISTEM INFORMASI CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN PELAYANAN PRODUK ASURANSI DENGAN PENDEKATAN SYSTEM DEVELOPMENT LIFE CYCLE (SDLC (STUDI KASUS : PT AXA MANDIRI). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Asuransi merupakan kebutuhan yang makin digemari oleh masyarakat Indonesia, salah satu perusahaan yang baru berdiri tetapi memiliki lebih dari dua juta nasabah yaitu PT Axa Mandiri, yang merupakan salah satu anak perusahaan gabungan PT Bank Mandiri dan Axa Group. PT Axa Mandiri memiliki permasalahan ditiga level yaitu, operasional, analitis dan strategi. Dari segi operasional, nasabah dan financial advisor kesulitan dalam mendapatkan informasi mengenai polis asuransi khususnya untuk produk unitlink. Ditingkat yang lebih tinggi, di segmen analitis, area sales manager kesulitan mengidentifikasi profil karyawan Bank Mandiri yang membantu mendapatkan nasabah untuk memberikan program-program reward karena tidak adanya data sebelumnya dikarenakan area sales manager sering rotasi tempat kerja. Dan disegmen strategis, regional sales manager tidak dapat mengetahui data nasabah yang memiliki potensi besar untuk diperlakukan khusus agar tidak menutup polis asuransi sebelum jatuh tempo penutupan.
Tujuan dari penelitian ini yaitu mengetahui Rancangan Sistem Informasi Customer Relationship Management untuk meningkatkan pelayanan nasabah dengan pendekatan System Development Life Cycle. Analisa kelayakan perancangan menunjukkan bahwa sistem rancangan ini sudah sesuai dengan kebutuhan user sehingga sistem rancangan ini layak untuk diterapkan di Regional Sales. Selain itu manfaat customer relationship management yang dilihat dari tiga aspek yaitu mendapatkan pelanggan, meningkatkan keuntungan dan mempertahankan pelanggan juga disetujui oleh regional sales manager, area sales manager, financial advisor dan nasabah.
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Insurance is a necessity that is increasingly favored by the people of Indonesia, one of the newly established company but has more than two million customers, PT Axa Mandiri, which is one of the subsidiaries and joint PT Bank Mandiri Axa Group. PT Axa Mandiri has a problem in three levels, namely, operational, analytical and strategy. From an operational perspective, client and financial advisor to the difficulty in obtaining information on insurance policy especially for unit linked products. A higher level, in the analytical segment, area sales manager difficulty identifying the bank employee profile that helps to get customers to give reward programs in the absence of previous data due to area sales manager often rotational workplace. And strategic segmented, regional sales manager can not know the customer data that has great potential to be treated specifically so as not to close an insurance policy before maturity closure.
The purpose of this research is to know the design of Customer Relationship Management Information System to improve customer service with the System Development Life Cycle. Design feasibility analysis shows that the system has been designed according to user requirements so that the system design is feasible to be implemented in the Regional Sales. Besides the benefits of customer relationship management are viewed from three aspects, namely get customers, increase profits and retain customers is also approved by the regional sales manager, area sales manager, financial advisor and the client.
Keywords : Customer Relationship Management, System Development Life Cycle (waterfall model)
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Customer Relationship Management, System Development Life Cycle (waterfall model) |
| Subjects: | T Technology > T Technology (General) > T56.8 Project Management |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | NOER LAYLI BUDIANTO PUTRI |
| Date Deposited: | 25 Jan 2017 09:05 |
| Last Modified: | 25 Jan 2017 09:05 |
| URI: | http://repository.its.ac.id/id/eprint/3310 |
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