Key Words : web-based application, call center application, customer relations hip

(1)

v

BINUS INTERNATIONAL

UNIVERSITAS BINA NUSANTARA

Major Information System

Sarjana Komputer Thesis

Semester Even year 2006/2007

DEVELOPING WEB-BASED CALL CENTER

APPLICATION AT PT. SARANA PUTRA MAKMUR

Dimas Febriawan (0700675904)

Abstract

The objective of this thesis is to find the problem in the current customer

relationship management system of PT. Sarana Putra Makmur. After the problem is

found, a solution will be developed to solve the problem. The solution is meant to help

PT. Sarana Putra Makmur in ma naging their relationship with the customers and the

business partners. Another objective is that an understanding about customer

relationship management and the development of a web-based call center application

will be obtained from this thesis.

Interview is used as the method to gather resources related to the current

customer relationship management system at PT. Sarana Putra Makmur. Solutions are

developed using Use Case Diagram and State Chart Diagram. Application developed

using HTML and PHP Programming Language, MySQL as the database application and

Apache as the Web Server application.

Result achieved is a web-based call center application that is ready to use and

deployed into the internet.

From this thesis can be concluded that developing a web-based call center

application is one way of creating a more efficient and effective way in maintaining the

relationship between companies and its customers and business partners.

Key Words :

web-based application, call center application, customer relations hip

(2)

vi

ACKNOWLEDGEMENT

First of all, I want to say thanks to Allah swt., for all the blessings and

healthiness so this thesis can be completed in time. Another thanks to my family for all

the help and suggestions, because a good deal of the time spent in writing this thesis

might well have been wasted and valuable opportunities missed if it had not because of

them.

I owe an incalculable amount to Mr. Wibowo Kosasih, who is my thesis

supervisor and also a vital help in numerous ways for completing this thesis. Without his

help and guidance, this thesis would have never been completed. Thanks to Mr. Huibert

Andi Wenas also for his help and guidance in determining the topic for my thesis.

Thanks to Mr. Andreas Kuswara, who is my thesis supervisor in the first place, which I

finally being transferred to Mr. Wibowo Kosasih.

I am particularly grateful to all the people in PT. Sarana Pura Makmur: Mr.

Joseph Wijoyo and Mr. Ganis for the opportunity of having an internship at PT. Sarana

Putra Makmur. Thanks to: Mr. Reno Wijoyo, Mr. Deddy, Mr. Aziz, Mr. Fransiskus

Dwikoco, Mr. Dumyati and Mr. Krisna, who are my supervisors in PT. Sarana Putra

Makmur, for the help and support in finding the problems of PT. Sarana Putra Makmur.

Thanks to Mr. Yudie Haryanto, Mr. Muhammad Alwie, Mr. Aris Wirasto and Mr.

Muhammad Ichsan Amrin for all the information had given related to the current

problem at PT. Sarana Putra Makmur. Thanks to Mr. Widiasa Mahendra, Mr. Rangga,

(3)

vii

application. Thanks to Mr. Suwandi, Mrs. Dewi and Mrs. Indri for their hospitality while

I was doing my internship at PT. Sarana Putra Makmur.

I owed much to the advice and the kind assistance from my high school friends,

whom I can’t mention one by one. Thanks to Henny Tjahjadi, for was helping me in

finding a thesis supervisor. The last but not least, thanks to all my friends at Bina

Nusantara University, for their advice, assistance and hospitalities.

This thesis is dedicated to PT. Sarana Putra Makmur for the solution of their

problem. In addition, I hope that this thesis is useful as the addition for the knowledge at

Bina Nusantara University. Please accept my apology for the mistakes that I might have

made technically or non-technical in this thesis. In the end, if there’s any critics,

recommendations and suggestions from the reader of this thesis and from the thesis

supervisor please send it to my email address:

dimas_forever@yahoo.com

.

Jakarta, 20 July 2007

Dimas Febriawan

(4)

viii

CHAPTER 2THEORETICAL FOUNDATION ...10

2.1THEORETICAL FOUNDATION... 10

2.1.1 The Definition and Concept of Customer Relationship Management (CRM) ...10

2.1.1.1 The Definition of Customer ... 10

2.1.1.2 The Definition of Relationship... 11

2.1.1.3 The Definition of Management ... 12

2.1.1.4 The Concept of Customer Relationship Management ... 14

2.1.1.5 The Benefits of Customer Relationship Management ... 16

2.1.1.6 The Segments of CRM... 17

2.1.1.7 CRM Software... 19

2.1.1.8 Departments and Functions Involved in CRM... 20

2.1.1.9 CRM Implementation... 24

2.1.2. Tools for Developing the Application...25

2.1.2.1 PHP Programming Language ... 25

2.1.2.2 MySQL Database... 26

2.1.2.3 Apache Web Server... 30

2.1.3 Call Center Definition and Concept...31

(5)

ix

2.1.3.2 Benefits of Call Center ... 32

2.1.3.3 Call Center Services ... 33

2.1.4 Unified Modeling Language (UML) Diagrams...35

2.1.4.1 Activity Diagram ... 36

2.1.4.2 Use Case Diagram ... 37

2.1.4.3 Class Diagram ... 37

2.1.4.4 State Chart Diagram... 38

2.2THEORETICAL FRAMEWORK... 40

CHAPTER 3PROBLEM ANALYSIS ...41

3.1THESIS DEVELOPMENT PHASE... 41

3.2RESOURCE GATHERING METHOD... 47

3.3SPECIFICATION OF RESEARCH OBJECTS... 49

3.3.1 Company History...49

3.3.2 Company Organizational Structure ...52

3.3.3 Description of Work and Authority ...52

3.3.4 Stakeholders of the Current System...56

3.4ANALYSIS OF THE CURRENT SYSTEM... 57

3.4.1 Business Process of the Current System...57

3.4.2 Problem Recognition of the Current System...59

3.5ANALYSIS OF THE PROPOSED SYSTEM... 61

3.5.1 Stakeholders of the Proposed System...61

3.5.2 Business Process of the Proposed System...63

3.5.3 Requirement Analysis of the Proposed System...65

3.5.3.1 Admin Requirement Analysis ... 65

3.5.3.2 System Support Requirement Analysis... 69

3.5.3.3 SPM Customer Requirement Analysis... 72

3.5.3.4 SPM Business Partner Requirement Analysis... 73

3.5.3.5 Guest Requirement Analysis... 75

3.5.4 Features of the Proposed System...75

CHAPTER 4SOLUTION AND DESIGN ...77

4.1WEB ARCHITECTURE DIAGRAM... 77

4.2CLASS DIAGRAM OF THE PROPOSED SYSTEM... 79

4.3MAIN PAGE... 81

4.3.1 Main Page Screenshot...82

4.3.2 Log In Use Case Diagram ...84

4.3.3 Log In State Chart Diagram...86

(6)

x

4.3.5 Program Codes ...87

4.4PRODUCT INFO PAGE... 90

4.4.1 Product Info Screenshot...90

4.5HOME WEB PAGE... 91

4.5.1 Home Web Page Screenshot...91

4.5.2 Database Table Instance Chart ...93

4.5.3 Program Codes ...96

4.6USER MODULE...102

4.6.1 User Module Screenshot ... 103

4.6.2 User Module Use Case Diagram... 105

4.6.3 User Module State Chart Diagram ... 108

4.6.4 Database Table Instance Chart ... 109

4.6.5 Program Codes ... 110

4.7ACCOUNT MODULE...114

4.7.1 Account Module Screenshot ... 114

4.7.2 Account Module Use Case Diagram... 116

4.7.3 Account Management State Chart Diagram... 118

4.8ACTIVITY MODULE...123

4.8.1 Activity Module Screenshot ... 123

4.8.2 Activity Module Use Case Diagram... 126

4.8.3 Activity Module State Chart Diagram ... 129

4.9CASE MODULE...133

4.9.1 Case Module Screenshot... 133

4.9.2 Case Module Use Case Diagram... 136

4.9.3 Case Module State Chart Diagram... 142

4.10SOLUTION MODULE...149

4.10.1 Solution Module Screenshot... 149

4.10.2 Solution Module Use Case Diagram ... 152

4.10.3 Solution Module State Chart Diagram... 156

4.10.4 Database Table Instance Chart... 157

4.10.5 Program Codes... 159

(7)

xi

4.11.1 Report Module Screenshot... 161

4.11.2 Report Module Use Case Diagram ... 165

4.11.3 Report Module State Chart Diagram... 167

4.12CONTACT MODULE...172

4.12.1 Contact Module Screenshot... 173

4.12.2 Contact Module Use Case Diagram ... 177

4.12.3 Contact Module State Chart Di agram... 179

4.13GUEST MODULE...184

4.13.1 Guest Module Screenshot ... 185

4.13.2 Guest Module Use Case Diagram... 189

4.13.3 Guest Module State Chart Diagram ... 191

4.14KNOWLEDGE CENTER PAGE...198

4.14.1 Knowledge Center Screenshot ... 199

4.14.2 Knowledge Center Use Case Diagram... 201

4.14.3 Knowledge Center State Chart Diagram... 202

4.15DOCUMENT MODULE...204

4.15.1 Document Module Screenshot... 205

4.15.2 Document Module Use Case Diagram... 208

4.15.3 Document Module State Chart Diagram ... 212

CHAPTER 5CONCLUSION AND RECOMMENDATION ... 217

5.1CONCLUSION...217

5.2RECOMMENDATION...219

REFERENCES ... 221

(8)

xii

LIST OF TABLES

Table 1.1 The Scope of the Thesis ... 5

Table 3.1 President Director Descriptions of Work and Authority... 53

Table 3.2 Operational and Marketing Director Descriptions of Work and Authority ... 53

Table 3.3 Sales and Marketing Team Descriptions of Work and Authority... 53

Table 3.4 Office Operational Team Descriptions of Work and Authority... 54

Table 3.5 Business Development and Technical Director Descriptions of Work and Authority... 54

Table 3.6 Internal Support Team Descriptions of Work and Authority ... 55

Table 3.7 Professional Service Team Descriptions of Work and Authority... 55

Table 3.8 Application Maintenance Team Descriptions of Work and Authority ... 56

Table 3.9 Accounting and Finance Team Descriptions of Work and Authority... 56

Table 3.10 Problem Analysis of the Current System... 59

Table 3.11 Actor Description of the Proposed System... 61

Table 3.12 Admin Requirement Analysis ... 65

Table 3.13 SPM Employees Requirement Analysis ... 69

Table 3.14 SPM Customer Requirement Analysis ... 72

Table 3.15 SPM Business Partner Requirement Analysis ... 73

Table 3.16 Guest Requirement Analysis ... 75

Table 4.1 Use Case Legend of Log In ... 85

Table 4.2 User Table ... 87

Table 4.3 Back-End Main Page Code... 88

Table 4.4 Front-End Main Page... 88

Table 4.5 User Login Verification ... 89

Table 4.6 Case Table ... 93

Table 4.7 Activity Table ... 95

Table 4.8 Home Web Page Code ... 96

Table 4.9 Use Case Legend of User Module ...106

Table 4.10 User Table ...109

Table 4.11 User Module Main Page Code...110

Table 4.12 Add New User Code...112

Table 4.13 Use Case Legend of Account Module...117

Table 4.14 User Table ...119

Table 4.15 Account Module Main Page Code ...120

Table 4.16 Use Case Legend of Activity Module ...127

Table 4.17 Activity Table ...130

Table 4.18 Activity Module Main Page Code...131

(9)

xiii

Table 4.20 Use Case Legend of Create New Case...139

Table 4.21 Use Case Legend of Edit Case...141

Table 4.22 Case Table ...144

Table 4.23 Case Module Main Page Code...146

Table 4.24 Use Case Legend of Solution management...153

Table 4.25 Use Case Legend of Create new Solution and Edit Solution ...155

Table 4.26 Solution Table ...158

Table 4.27 Solution Module Main Page Code ...159

Table 4.28 Use Case Legend of Report Module ...166

Table 4.29 Case Table ...168

Table 4.30 Report Module Page Code...170

Table 4.31 Use Case Legend of Pre ferred Customer Contact...178

Table 4.32 Contact Table ...181

Table 4.33 Contact Module Main Page Code ...182

Table 4.34 Guest Customer Contact Use Case Legend...190

Table 4.35 Guest Table ...193

Table 4.36 Guest Registration Form Code ...194

Table 4.37 Guest Customer Contact Main Page Code ...196

Table 4.38 Use Case Legend of Knowledge Center ...202

Table 4.39 Document Management Use Case Legend...209

Table 4.40 Add New Document Use Case Legend...211

Table 4.41 Document Table ...214

(10)

xiv

LIST OF FIGURES

Figure 1.1 Diagram of Working Workflow... 4

Figure 1.2 Diagram of CRM Product ... 6

Figure 1.3 Diagram of the CRM Segmentation... 6

Figure 2.1 Activity Diagram ... 36

Figure 2.2 Use Case Diagrams ... 37

Figure 2.3 Class Diagram... 38

Figure 2.4 State Chart Diagram... 39

Figure 2.5 Theoretical Frameworks ... 40

Figure 3.1 Thesis Preparation Phase part. 1 ... 42

Figure 3.2 Thesis Preparation Phase part. 2 ... 43

Figure 3.3 Application Development Phase... 44

Figure 3.4 Chapters 1-3 of Thesis Documentation Phase... 45

Figure 3.5 Chapters 4-5 of Thesis Documentation Phase... 46

Figure 3.6 Organizational Structure of PT. Sarana Putra Makmur... 52

Figure 3.7 Business Process Diagram of the Current System... 57

Figure 3.8 Business Process Diagram of the Proposed System... 63

Figure 4.1 Web Architecture Diagram of the Proposed System... 77

Figure 4.2 Class Diagram of the Proposed System... 79

Figure 4.3 Back-End Main Page Screenshot... 82

Figure 4.4 Main Page Screenshot... 83

Figure 4.5 Use Case Diagram of Log In ... 84

Figure 4.6 Log In State Chart Diagram... 86

Figure 4.7 Product Info Screenshot... 90

Figure 4.8 Admin and System Support Home Web Page ... 91

Figure 4.9 Home Web Page for Other User Screenshot... 92

Figure 4.10 User Module Main Page Screenshot ...103

Figure 4.11 Add New User Screenshot...103

Figure 4.12 User Detail Screenshot...104

Figure 4.13 Use Case Diagram of User Module ...105

Figure 4.14 User Module State Chart ...108

Figure 4.15 Account Module Screenshot...114

Figure 4.16 Change Password Screenshot...115

Figure 4.17 Use Case Diagram of Account Module ...116

Figure 4.18 Account Management State Chart ...118

(11)

xv

Figure 4.20 Create New Activity Screenshot...124

Figure 4.21 Activity Detail Screenshot ...125

Figure 4.22 Use Case Diagram of Activity Module...126

Figure 4.23 Activity Management State Chart ...129

Figure 4.24 Case Module Main Page Screenshot...133

Figure 4.25 Create New Case Screenshot...134

Figure 4.26 Case Detail Screenshot...135

Figure 4.27 Use Case Diagram of Case Management...136

Figure 4.28 Use Case Diagram of Create New Case...138

Figure 4.29 Use Case Diagram of Edit Case...140

Figure 4.30 Case Module State Chart ...142

Figure 4.31 Solution Module Main Page Screenshot ...149

Figure 4.32 Create New Solution Screenshot...150

Figure 4.33 Admin Solution Detail Screenshot...151

Figure 4.34 Use Case Diagram of Solution Management...152

Figure 4.35 Use Case Diagram of Create New Solution and Edit Solution...154

Figure 4.36 Solution Module State Chart ...156

Figure 4.37 Level Based Report Screenshot...161

Figure 4.38 Preferred Customer Based Report Screenshot...162

Figure 4.39 Product Based Report Screenshot...163

Figure 4.40 Advanced Report Screenshot...164

Figure 4.41 Use Case Diagram of Report Module ...165

Figure 4.42 Report Module State Chart ...167

Figure 4.43 Contact Module Main Page Screenshot...173

Figure 4.44 Preferred Customers Contact Screenshot...174

Figure 4.45 Create New Customer Screenshot ...175

Figure 4.46 Preferred Customer Detail Screenshot...176

Figure 4.47 Use Case Diagram of Preferred Customer Contact...177

Figure 4.48 Preferred Customer Contact Management State Chart ...179

Figure 4.49 Guest Registration Screenshot...185

Figure 4.50 Guest Customer Contact Screenshot...186

Figure 4.51 Add Guest Contact Screenshot...187

Figure 4.52 Guest Customer Detail Screenshot...188

Figure 4.53 Use Case Diagram of Guest Customer Contact ...189

Figure 4.54 Guest Module State Chart ...191

Figure 4.55 Knowledge Center Page Screenshot...199

Figure 4.56 FAQs Module Screenshot ...200

(12)

xvi

Figure 4.58 Knowledge Center State Chart Diagram...202

Figure 4.59 Document Module Main Page Screenshot...205

Figure 4.60 New Document Screenshot...206

Figure 4.61 Document Detail Screenshot ...207

Figure 4.62 Use Case Diagram of Document Management ...208

Figure 4.63 Use Case Diagram of Add New Document ...210