v

BINUS UNIVERSITY

Jurusan Sistem InformasiSkripsi Sarjana Komputer

Semester Ganjil 2007/2008

ANALISIS DAN PERANCANGAN APLIKASI E-CRM PADA PT. MICROSIS

Hardeni Septo 0800752425Mariyana 0800753390Heni Rohmawati 0800773575

Kelas/Kelompok:07PAM/06

Abstrak

PT. Microsis adalah perusahaan yang bergerak dibidang penjualan hardware, software serta menerima jasa kontrak toner ink dan jasa maintenance .Penelitian pada perusahaan ini bertujuan untuk merancang aplikasi CRM berbasis internet serta menganalisis dan merancang sistem informasi yang berfungsi sebagai layanan bagi pelanggan untuk menyediakan informasi yang dibutuhkan pelanggan. Dengan semakin banyaknya pesaing dan perkembangan teknologi yang semakin pesat, maka setiap perusahaan berusaha memberikan pelayanan yang terbaik kepada pelanggannya dengan harapan untuk mendapatkan pelanggan baru serta mempertahankan pelanggan yang lama. Salah satu solusi yang muncul adalah Customer Relationship Management (CRM) yang kini penerapannya bisa melalui teknologi internet yang disebut e-CRM.

Metodologi yang digunakan adalah metode studi lapangan dan studi perpustakaan. Studi lapangan dilakukan dengan survei atas sistem berjalan, analisa terhadap hasil survei dan identifikasi kebutuhan. Studi perpustakaan dilakukan dengan membaca dari berbagai referensi buku-buku.

Hasil yang akan dicapai dari penulisan skripsi ini adalah aplikasi layanan pelanggan yang menyediakan informasi (berita, promosi, produk, status transaksi), melayani masukan baik berupa saran, keluhan maupun pertanyaan serta menyediakan fitur untuk mengirimkan informasi melalui media email pada pelanggannya.

Dengan adanya aplikasi layanan pelanggan CRM berbasis internet maka diharapkan perusahaan dapat menjaga hubungan baik jangka panjang dengan pelanggannya.

Kata kunci : Customer Relationship Management (CRM), E-CRM

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PRAKATA

Puji syukur kepada Tuhan Yang Maha Esa atas karunia, kemampuan serta berkat yang telah dicurahkan-Nya sehingga skripsi yang berjudul “Analisis dan PerancanganAplikasi E-CRM pada PT. Microsis”, dapat diselesaikan penulis dengan baik dan tepat pada waktunya.

Adapun tujuan dari penulisan skripsi ini adalah untuk memenuhi salah satu syarat dalam menyelesaikan pendidikan Strata-1 pada jurusan Sistem Informasi di Universitas Bina Nusantara dan untuk mendapatkan gelar Sarjana.

Skripsi ini disusun berdasarkan data yang diperoleh dari tempat penulis melakukan survey dan pengamatan pada PT. Microsis ditambah dengan penjelasan dari para dosen dan buku-buku yang ada hubungannya dengan topik Skripsi.

Pada kesempatan ini, penulis hendak menyampaikan banyak terima kasih kepada semua pihak yang telah membantu dan memberikan dukungan moril maupun materiil sehingga skripsi ini dapat selesai. Mohon maaf karena tidak dapat menyebutkan semua pihak yang telah banyak membantu baik secara langsung maupun tidak langsung satu persatu disini. Ucapan terima kasih ini penulis tujukan kepada :

1. Bapak Prof. Dr. Gerardus Polla, MApp.Sc. selaku Rektor Universitas Bina Nusantara Jakarta.

2. Bapak Ir. Sablin Yusuf, M.Sc. M.Comp.Sc., selaku Dekan Fasilkom Universitas Bina Nusantara Jakarta.

3. Bapak Johan, S.Kom. MM., selaku Ketua Jurusan Sistem Informasi Universitas Bina Nusantara Jakarta.

4. Ibu Meyliana, S.Kom. selaku dosen pembimbing skripsi yang telah memberikan banyak waktu, petunjuk dan saran bagi penulis dalam penyusunan skripsi ini.

5. Seluruh Dosen Universitas Bina Nusantara yang telah mendidik dan memberikan bimbingan selama masa pendidikan.

6. Bapak Hardi Wong selaku Direktur yang telah memberikan ijin untuk melakukan survey pada PT. Microsis, Ibu Cei Sei Hong yang telah memberikan data dan informasi yang diperlukan dalam penulisan skripsi ini.

7. Orang tua tercinta, kakak dan adik tersayang serta segenap keluarga yang telah memberikan dukungan moril, kasih sayang dan semangat serta materiil selama penulis kuliah dan menyelesaikan skripsi ini.

8. Teman-teman kelas 07PAM angkatan 2004 terima kasih atas dukungan dan sumbangan pikiran, perhatian serta semangat.

Penulis menyadari bahwa skripsi ini jauh dari segala kesempurnaan. Oleh karena itu, segala kritik dan saran dari berbagai pihak sangat diharapkan, tentunya untuk membangun penulis dalam memperbaiki cara penulisan karya ilmiah di saat mendatang.

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Akhir kata, penulis berharap semoga skripsi ini berguna bagi PT. Microsiskhususnya, serta dapat memberikan sumbangan yang bermanfaat bagi pembaca dan pihak-pihak yang membutuhkannya.

Jakarta, Januari 2008

Penulis

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DAFTAR ISI

Halaman Judul Luar........................................................................................ .. i

Halaman Judul Dalam....................................................................................... ii

Halaman Persetujuan Hard Cover .................................................................... iii

Halaman Pernyataan Dewan Penguji................................................................. iv

Abstrak.............................................................................................................. v

Prakata............................................................................................................... vi

Daftar Isi............................................................................................................ viii

Daftar Tabel....................................................................................................... xiii

Daftar Gambar................................................................................................... xvii

Daftar Lampiran................................................................................................. xxiii

BAB 1 PENDAHULUAN

1.1 Latar Belakang ......................................................................... 1

1.2 Ruang Lingkup.......................................................................... 3

1.3 Tujuan dan Manfaat................................................................... 4

1.4 Metodologi................................................................................. 5

1.5 Sistematika Penulisan................................................................. 6

BAB 2 LANDASAN TEORI

2.1 Teori Umum .............................................................................. 8

2.1.1 Internet ........................................................................... 8

ix

2.1.1.1 Pengertian Internet ........................................... 8

2.1.1.2 Sejarah Internet ............................................... 8

2.1.1.3 Aplikasi Internet .............................................. 9

2.2 Teori Khusus…………………………………………………. 13

2.2.1 Customer Relationship management (CRM)………… 13

2.2.1.1 Pengertian CRM……………………………… 13

2.2.1.2 Tahapan-tahapan CRM…………………… …. 14

2.2.1.3 Tujuan CRM...................................................... 15

2.2.1.4 Manfaat CRM.................................................... 16

2.2.1.5 Kemampuan CRM............................................. 17

2.2.1.6 Komponen CRM.............................................. . 19

2.2.1.7 Pendekatan CRM............................................... 20

2.2.1.8 Jenis Aplikasi CRM………………………....... 21

2.2.1.9 Manfaat CRM……………………………….... 22

2.2.1.9.1 Bagi Perusahaan……………………. 22

2.2.1.9.2 Bagi Pelanggan................................… 23

2.2.2 Electronic Customer Relationship

Management (E-CRM)……………………………….. 25

2.3 Unified Modeling Language (UML)…………………………. 26

2.3.1 Sejarah UML…………………………………………. 26

2.3.2 Notasi UML…………………………………………… 27

2.3.2.1 Class Diagram………………………………… 27

2.3.2.2 Activity Diagram................................................ 29

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2.3.2.3 Use Case Diagram…………………………… 30

2.3.2.4 Navigation Diagram………………………….. 31

2.4 Sistem Basis data……………………………………………… 32

2.5 PHP Hypertext Preprocessor (PHP)......................................... 35

BAB 3 ANALISIS DAN PERANCANGAN SISTEM

3.1 Gambaran Umum PT. Microsis ………………………… ....... 37

3.1.1 Sejarah PT. Microsis………………………………..... 37

3.1.2 Struktur Organisasi………………………………........ 39

3.1.3 Struktur Organisasi………………………………........ 39

3.1.4 Prosedur Yang Sedang Berjalan…...………..………... 43

3.1.4.1 Penjelasan Rich Picture……………………..... 46

3.1.4.2 Pemasaran…………………………………...... 51

3.1.4.3 Pelayanan…………………………………....... 52

3.1.5 Analisa Pelayanan Perusahaan Kepada Pelanggan….... 53

3.1.6 Analisa Kebutuhan Pelanggan....................................... 54

3.1.7 Analisa Kebutuhan Sistem (Kuisioner)......................... 54

3.1.8 Permasalahan Yang Dihadapi........................................ 60

3.1.9 Alternatif Pemecahan Masalah……………………...... 61

BAB 4 RANCANGAN SISTEM YANG DIUSULKAN

4.1 Usulan Sistem Baru................................................................... 63

4.1.1 Fasilitas Untuk Calon Pelanggan................................... 64

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4.1.2 Fasilitas Untuk Pelanggan............................................. 64

4.1.3 Use Case Usulan Rancangan Sistem............................. 65

4.1.3.1 Subsistem Login................................................ 67

4.1.3.2 Subsistem Pelayanan Informasi dan Informasi

Produk................................................................ 69

4.1.3.3 Subsistem Pendaftaran Pelanggan Baru............. 74

4.1.3.4 Subsistem Pelayanan Pelanggan........................ 76

4.1.3.5 Subsistem Pemesanan/Pembelian...................... 83

4.1.3.6 Subsistem

Penginputan/PengupDatean/Pengdeletean Data.. 85

4.1.3.7 Subsistem Pencetakan Laporan.......................... 95

4.1.4 Class Diagram............................................................... 98

4.1.5 Bagan Terstruktur.......................................................... 99

4.1.6 Rancangan Layar........................................................... 102

4.1.6.1 Menu Utama....................................................... 102

4.1.6.2 Customer............................................................ 119

4.1.6.3 Admin Sales…………………………………… 136

4.1.6.4 Admin Logistic………………………………… 158

4.1.6.5 Admin Technical Support…….......................... 166

4.1.6.6 Manager……………………………………… 176

4.1.7 Navigation Diagram...................................................... 183

4.1.8 Data Sistem.................................................................... 190

4.1.9 Rencana Implementasi................................................... 197

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4.1.9.1 Konfigurasi Jaringan.......................................... 198

4.1.9.2 Kebutuhan Perangkat Keras............................... 199

4.1.9.3 Kebutuhan Perangkat Lunak............................... 199

BAB 5 SIMPULAN DAN SARAN

5.1 Simpulan.................................................................................... 201

5.2 Saran........................................................................................... 202

DAFTAR PUSTAKA

RIWAYAT HIDUP

LAMPIRAN-LAMPIRAN

SURAT SURVEI

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DAFTAR TABEL

Tabel 4.1 Penjelasan Use Case Subsistem Login…………………………………… 67

Tabel 4.2 Penjelasan Use Case Subsistem Pelayanan Barang………….................... 70

Tabel 4.3 Penjelasan Use Case Subsistem Pelayanan Profile………........................ 70

Tabel 4.4 Penjelasan Use Case Subsistem Pelayanan Contact Us…………............. 71

Tabel 4.5 Penjelasan Use Case Subsistem Pelayanan Forum…................................. 71

Tabel 4.6 Penjelasan Use Case Subsistem Pelayanan FAQ........................................ 72

Tabel 4.7 Penjelasan Use Case Subsistem Pelayanan News & Promo……………… 72

Tabel 4.8 Penjelasan Use Case Subsistem Pembukaan Halaman Register…............. 74

Tabel 4.9 Penjelasan Use Case Subsistem Pemilihan Jenis Pelanggan....................... 75

Tabel 4.10 Penjelasan Use Case Subsistem Pengisian Form Pendaftaran…................. 75

Tabel 4.11 Penjelasan Use Case Subsistem Pembukaan Halaman Transaction

Status………………………………………………………………..……. 77

Tabel 4.12 Penjelasan Use Case Subsistem Pembukaan Halaman Shopping Cart…… 78

Tabel 4.13 Penjelasan Use Case Subsistem Pembukaan Halaman Transaction

History…………………………………………………………………..... 78

Tabel 4.14 Penjelasan Use Case Subsistem Pembukaan Halaman Question &

Answer…………………………………………………………………..... 79

Tabel 4.15 Penjelasan Use Case Subsistem Pembukaan Halaman Edit Profile............ 79

Tabel 4.16 Penjelasan Use Case Subsistem Pembukaan Halaman Service Call........... 79

Tabel 4.17 Penjelasan Use Case Subsistem Pembukaan Halaman Service History...... 80

Tabel 4.18 Penjelasan Use Case Subsistem Pembukaan Halaman Forum.................... 80

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Tabel 4.19 Penjelasan Use Case Subsistem Pembukaan Halaman Product.................. 82

Tabel 4.20 Penjelasan Use Case Subsistem Pengisisan Jumlah Kuantitas.................... 83

Tabel 4.21 Penjelasan Use Case Subsistem Pemilihan Jenis Pembayaran.................... 83

Tabel 4.22 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Confirm Transaction (Admin Sales)……………………………………… 87

Tabel 4.23 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Credit Reminder………………………………………………………….. 87

Tabel 4.24 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Transaction History……………………………………………………........88

Tabel 4.25 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Customer………………………………………………………………... .. 88

Tabel 4.26 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Contact Request………………………………………………………....... 88

Tabel 4.27 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

New Customer Request…………………………………………………… 89

Tabel 4.28 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Upload News & Promo…………………………………………………… 89

Tabel 4.29 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Upload Polling……………………………………………………….…… 90

Tabel 4.30 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Question & Answer……………………………………………………….. 90

Tabel 4.31 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Confirm Transaction (Admin Logistic)………………………………….... 90

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Tabel 4.32 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Product……………………………………………………….................... 91

Tabel 4.33 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Input Service………………………………………………….................... 91

Tabel 4.34 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Confirm Service……………………………………………....................... 92

Tabel 4.35 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Customer List………………………………………………....................... 92

Tabel 4.36 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean

Service History………………………………….…………........................ 93

Tabel 4.37 Penjelasan Use Case Subsistem Pembukaan Halaman New Customer

Report/Sales Report/Product Report/Service Report................................... 95

Tabel 4.38 Penjelasan Use Case Subsistem Pencetakan Laporan.................................. 96

Tabel 4.39 Tabel Customer…………………………………………….......................190

Tabel 4.40 Tabel Employee…………………………………………….......................191

Tabel 4.41 Tabel Product………………………………………………......................191

Tabel 4.42 Tabel Transaction....................................................................................... 192

Tabel 4.43 Tabel Transaction Detail........................................................................... .192

Tabel 4.44 Tabel Service...............................................................................................193

Tabel 4.45 Tabel Service Detail....................................................................................193

Tabel 4.46 Tabel Question & Answer………………………………….......................193

Tabel 4.47 Tabel Forum…………………………………………………....................194

Tabel 4.48 Tabel FAQ………………………………………………….......................194

Tabel 4.49 Tabel News…………………………………………………......................195

xvi

Tabel 4.50 Tabel Promo................................................................................................195

Tabel 4.51 Tabel Contact Request………………………………………....................195

Tabel 4.52 Tabel Polling……………………………………………….......................196

Tabel 4.53 Tabel Send to Friend...................................................................................196

Tabel 4.54 Tabel Special Offer.................................................................................... .197

Tabel 4.55 Tabel Testimonial…….…………………………………….......................197

Tabel 4.56 Implementation Plan...................................................................................198

xvii

DAFTAR GAMBAR

Gambar 2.1 Simbol-Simbol Class Diagram............................................................... 29

Gambar 2.2 Simbol-Simbol Activity Diagram............................................................ 30

Gambar 2.3 Simbol-Simbol Use Case Diagram......................................................... 31

Gambar 2.4 Simbol-Simbol Navigation Diagram ...................................................... 32

Gambar 3.1 Struktur Organisasi PT. Microsis ........................................................... 39

Gambar 3.2 Rich Picture proses bisnis Penjualan pada PT. Microsis ......................... 44

Gambar 3.3 Rich Picture proses bisnis servis pada PT. Microsis ............................... 45

Gambar 4.1 Proses Use Case Sistem Penjualan dan Servis Barang berbasiskan

e-CRM pada PT. Microsis......................................................................... 66

Gambar 4.2 Proses Use Case Subsistem Login ........................................................... 67

Gambar 4.3 Activity Diagram Login ........................................................................... 68

Gambar 4.4 Proses Use Case Subsistem Pelayanan informasi dan Informasi

Barang .................................................................................................... 70

Gambar 4.5 Activity Diagram Pelayanan Informasi dan Informasi Barang.................. 73

Gambar 4.6 Proses Use Case Subsistem Pendaftaran Pelanggan Baru ........................ 74

Gambar 4.7 Acivity Diagram Pendaftaran Pelanggan Baru ......................................... 76

Gambar 4.8 Proses Use Case Subsistem Pelayanan Pelanggan................................... 77

Gambar 4.9 Activity Diagram Pelayanan Pelanggan ................................................... 81

Gambar 4.10 Proses Use Case Subsistem Pemesanan / Pembelian .............................. 82

Gambar 4.11 Activity Diagram Pemesanan / Pembelian............................................... 84

Gambar 4.12 Proses Use Case Subsistem Penginputan/Pengupdatean/

xviii

Pengdeletean Data.................................................................................. 86

Gambar 4.13 Activity Diagram Penginputan/PengupDatean/Pengdeletean Data………94

Gambar 4.14 Proses Use Case Subsistem Pencetakan Laporan.................................... 95

Gambar 4.15 Activity Diagram Pencetakan Laporan.................................................... 97

Gambar 4.16 Class Diagram PT. Microsis................................................................... 98

Gambar 4.17 Struktur Menu Non-pelanggan .............................................................. 99

Gambar 4.18 Struktur Menu Pelanggan....................................................................... 99

Gambar 4.19 Struktur Menu Home Admin Sales ...................................................... 100

Gambar 4.20 Struktur Menu Home Admin Logistic ................................................... 100

Gambar 4.21 Struktur Menu Home Admin Technical Support .................................. 101

Gambar 4.22 Struktur Menu Home Manager ........................................................... 101

Gambar 4.23 Tampilan Home ................................................................................... 103

Gambar 4.24 Tampilan Profile.................................................................................. 104

Gambar 4.25 Tampilan Contact Us ........................................................................... 105

Gambar 4.26 Tampilan Product ................................................................................ 106

Gambar 4.27 Tampilan Product Detail...................................................................... 107

Gambar 4.28 Tampilan Forum .................................................................................. 108

Gambar 4.29 Tampilan FAQs ................................................................................... 109

Gambar 4.30 Tampilan News & Promo..................................................................... 110

Gambar 4.31 Tampilan Terms & Condition............................................................... 111

Gambar 4.32 Tampilan Regular Customer Register Form ........................................ 112

Gambar 4.33 Tampilan Contract Customer Register Form........................................ 114

Gambar 4.34 Tampilan Lost Password...................................................................... 115

Gambar 4.35 Tampilan Advance Search.................................................................... 116

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Gambar 4.36 Tampilan Testimonial .......................................................................... 117

Gambar 4.37 Tampilan Testimonial Detail................................................................ 118

Gambar 4.38 Tampilan Home ................................................................................... 119

Gambar 4.39 Tampilan Special Offer ........................................................................ 120

Gambar 4.40 Tampilan Send to Friend...................................................................... 121

Gambar 4.41 Tampilan Shopping Cart Pelanggan ..................................................... 122

Gambar 4.42 Tampilan Shopping Cart Pemilihan Jenis Pembayaran......................... 123

Gambar 4.43 Tampilan Transaction History Pelanggan ............................................ 124

Gambar 4.44 Tampilan Question & Answer Pelanggan ............................................. 125

Gambar 4.45 Tampilan Question & Answer Detail .................................................. 126

Gambar 4.46 Tampilan New Question....................................................................... 127

Gambar 4.47 Tampilan Edit Profile Pelanggan ......................................................... 128

Gambar 4.48 Tampilan Change Password Pelanggan ............................................... 129

Gambar 4.49 Tampilan Service Call Pelanggan......................................................... 130

Gambar 4.50 Tampilan Service History Pelanggan.................................................... 131

Gambar 4.51 Tampilan Create New Forum............................................................... 132

Gambar 4.52 Tampilan Transaction Status................................................................ 133

Gambar 4.53 Tampilan Service Status....................................................................... 134

Gambar 4.54 Tampilan Testimonial .......................................................................... 135

Gambar 4.55 Tampilan Home Admin Sales ............................................................... 136

Gambar 4.56 Tampilan Confirm Transaction Admin Sales ........................................ 137

Gambar 4.57 Tampilan Status Info Admin Sales........................................................ 138

Gambar 4.58 Tampilan Credit Reminder................................................................... 139

Gambar 4.59 Tampilan Transaction History ............................................................ 140

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Gambar 4.60 Tampilan Input Transaction................................................................ 141

Gambar 4.61 Tampilan Customer List ....................................................................... 142

Gambar 4.62 Tampilan Customer Detail ................................................................... 143

Gambar 4.63 Tampilan Input Customer .................................................................... 144

Gambar 4.64 Tampilan Customer Transaction History ............................................. 145

Gambar 4.65 Tampilan Offer Product ....................................................................... 146

Gambar 4.66 Tampilan Question & Answer .............................................................. 147

Gambar 4.67 Tampilan Question & Answer Detail.................................................... 148

Gambar 4.68 Tampilan Contact Request ................................................................... 149

Gambar 4.69 Tampilan Contact Request Detail......................................................... 150

Gambar 4.70 Tampilan New Customer Request......................................................... 151

Gambar 4.71 Tampilan New Contract Request Detail ............................................... 152

Gambar 4.72 Tampilan Upload News & Promo ........................................................ 153

Gambar 4.73 Tampilan Upload Polling..................................................................... 154

Gambar 4.74 Tampilan Testimonial .......................................................................... 155

Gambar 4.75 Tampilan Add FAQs ............................................................................ 156

Gambar 4.76 Tampilan Credit Point ......................................................................... 157

Gambar 4.77 Tampilan HomeAdmin Logistic ............................................................ 158

Gambar 4.78 Tampilan Confirm Transaction Admin Logistic.................................... 159

Gambar 4.79 Tampilan Status Info ............................................................................ 160

Gambar 4.80 Tampilan Product List ......................................................................... 161

Gambar 4.81 Tampilan Product Detail...................................................................... 162

Gambar 4.82 Tampilan Upload New Product............................................................ 163

Gambar 4.83 Tampilan Question & Answer .............................................................. 164

xxi

Gambar 4.84 Tampilan Detail Question Admin Logistic............................................ 165

Gambar 4.85 Tampilan Home Admin Technical Support ........................................... 166

Gambar 4.86 Tampilan Input Service ........................................................................ 167

Gambar 4.87 Tampilan Confirm Service ................................................................... 168

Gambar 4.88 Tampilan Status Info ............................................................................ 169

Gambar 4.89 Tampilan Customer List....................................................................... 170

Gambar 4.90 Tampilan Regular Customer Detail...................................................... 171

Gambar 4.91 Tampilan Maintenance Contract Customer Detail ............................... 172

Gambar 4.92 Tampilan Service History..................................................................... 173

Gambar 4.93 Tampilan Question & Answer .............................................................. 174

Gambar 4.94 Tampilan Question & Answer Detail.................................................... 175

Gambar 4.95 Tampilan Home Manager .................................................................... 176

Gambar 4.96 Tampilan Sales Report ......................................................................... 177

Gambar 4.97 Tampilan New Customer Report .......................................................... 178

Gambar 4.98 Tampilan New Customer Contract Detail Report ................................ 179

Gambar 4.99 Tampilan New Customer Regular Detail Report ................................. 180

Gambar 4.100 Tampilan Product Report................................................................... 181

Gambar 4.101 Tampilan Service Report.................................................................... 182

Gambar 4.102 Navigation Diagram Menu Utama ..................................................... 184

Gambar 4.103Navigation Diagram Pelanggan........................................................... 185

Gambar 4.104 Navigation Diagram Admin Sales....................................................... 186

Gambar 4.105 Navigation Diagram Admin Logistic .................................................. 187

Gambar 4.106 Navigation Diagram Admin Technical Support .................................. 188

Gambar 4.107 Navigation Diagram Manager............................................................ 189

xxii

Gambar 4.108 Arsitektur Jaringan............................................................................. 199

xxiii

DAFTAR LAMPIRAN

Lampiran 1 Tampilan Home ......................................................................................L1

Lampiran 2 Tampilan Profile.....................................................................................L1

Lampiran 3 Tampilan Contact us...............................................................................L2

Lampiran 4 Tampilan Product ...................................................................................L2

Lampiran 5 Tampilan FAQ........................................................................................L3

Lampiran 6 Tampilan News & Promo........................................................................L3

Lampiran 7 Tampilan Testimonial .............................................................................L4

Lampiran 8 Tampilan Registrasi................................................................................... L4

Lampiran 9 Tampilan Selamat Bergabung .................................................................L5

Lampiran 10 Tampilan Login ......................................................................................L5

Lampiran 11 Tampilan Shopping cart..........................................................................L6

Lampiran 12 Tampilan Shopping cart pilihan pembayaran ..........................................L6

Lampiran 13 Tampilan Order Confirmation.................................................................L7

Lampiran 14 Tampilan Order Confirmation.................................................................L8

Lampiran 15 Tampilan Transaction History ................................................................L9

Lampiran 16 Tampilan Question & Answer .................................................................L9

Lampiran 17 Tampilan Edit Profile ...........................................................................L10

Lampiran 18 Tampilan Service Call ..........................................................................L10

Lampiran 19 Tampilan Service History Admin Sales.................................................L11

Lampiran 20 Tampilan Transaction Status …...........................................................…L11

Lampiran 21 Tampilan Service Status........................................................................L12

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Lampiran 22 Tampilan Confirm Transaction .............................................................L12

Lampiran 23 Tampilan Credit Reminder....................................................................L13

Lampiran 24 Tampilan Transaction History ..............................................................L13

Lampiran 25 Tampilan Customer List........................................................................L14

Lampiran 26 Tampilan Question & Answer ...............................................................L14

Lampiran 27 Tampilan Upload News & Promo .........................................................L15

Lampiran 28 Tampilan News & Promo yang dikirim lewat email ..............................L15

Lampiran 30 Tampilan Upload Polling .....................................................................L16

Lampiran 31 Tampilan Confirm Testimonial .............................................................L16

Lampiran 32 Tampilan Customer List........................................................................L17

Lampiran 33 Tampilan Service History .....................................................................L17

Lampiran 34 Tampilan Question & Answer ...............................................................L18

Lampiran 35 Tampilan Admin Logistik Home...........................................................L18

Lampiran 36 Tampilan Confirm Transaction .............................................................L19

Lampiran 37 Tampilan Question & Answer ...............................................................L19

Lampiran 38 Tampilan Ucapan Selamat Ulang Tahun ...............................................L20