Implementasi Customer Relationship Management Pada Biro Perjalanan Wisata (Studi Kasus Pada Bali Star Island)

Adisaputra, I Wayan and Tanuwijaya, Haryanto (2009) Implementasi Customer Relationship Management Pada Biro Perjalanan Wisata (Studi Kasus Pada Bali Star Island). In: Seminar Nasional Sistem & Teknologi Informasi (SNASTI) 2009, 2 Desember 2009, Surabaya.

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Abstract

Bali Star Island is a company that runs a travel agent. Bali Star Island had been facing several problems in serving the customers. The problems included high operational cost of telephone, frequent delayed confirmation, postponed response to the customers’ questions and complaints, unavailable customer mapping, and intricate marketing problems to promote tourism package as well as online transaction service. Customer Relationship Management (CRM) has some elements such as business process, warehousing of customers’ data, website, reporting and help desk that can help customers to obtain information. The implementation of CRM with SMS gateway and Web based technology could solve the problems mentioned. It can also helped Bali Star Island to decrease operational cost as well as improve cutomer services, decision making processes and relationship with the customers. The result of testing showed that the application implementation met Bali Star Island expectation by providing automatic customer confirmation, FAQ, customers mapping, promotion to targeted customers, personalized information service, such as services can be accessed through website and SMS gateway service.

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