Analysis Of Performance And Efficiency Of The Use Of Customer Relationship Management (CRM) Information Systems For Internal Employees At PT Jamsostek (Persero) Regional Office I

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Analysis of Performance and Efficiency of the Use of Customer Relationship Management (CRM) Information Systems for Internal Employees at PT Jamsostek (Persero) Regional Office I

Introduction

In today's digital era, the role of computers is crucial in supporting work completion, increasing work efficiency, and encouraging employee creativity and productivity. Many companies and government agencies have adopted a computerized system to facilitate the work process, thereby improving the quality of the services provided. The rapid development of information systems has made it essential for companies to process data efficiently in terms of space, time, and costs. This allows companies to produce useful and valuable information.

The Importance of Information Systems in the Workplace

A good information system needs to be designed to facilitate the process of data processing, especially for employees whose duties have not been fully documented. Therefore, the system that was built must be able to improve employee work performance and efficiency. The parameters that are the focus of this analysis include the ability to process data efficiently in space, time, and cost, as well as produce significant information, which can also be an indicator for employee performance appraisal.

The Role of Customer Relationship Management (CRM) in Improving Employee Performance

One application that has the potential to meet this need is Customer Relationship Management (CRM). The CRM application not only serves to record every user complaint or complaint, but also to document every job carried out by employees. With this documentation, companies can more easily accountability and assess employee performance. The use of CRM can help in better decision making, based on accurate and structured data. With a system that allows documentation and analysis of complaints and feedback from users, management can identify repeated problems and develop better strategies to improve service quality.

Implementation of the CRM System at PT Jamsostek (Persero) Regional Office I

In the development of this CRM information system, the PHP (Personal Home Page Hypertext Preprocessor) programming language is used version 5.2.9 and Database Management System (DBMS) MySQL version 5.0.51A. The use of this combination makes it possible to create a reliable and efficient system in data management. With the integration between information technology and human resource management, PT Jamsostek (Persero) can significantly improve employee internal performance.

Performance and Efficiency Analysis

Implementation of the CRM system at PT Jamsostek (Persero) Regional Office I not only affects individual productivity, but also affects the overall team efficiency. When employees are able to access and process information more quickly and accurately, they will be better able to respond to customer needs and complaints better. This led to an increase in customer satisfaction and company reputation.

Benefits of Using CRM

The use of CRM can bring numerous benefits to an organization, including:

  • Improved customer satisfaction and loyalty
  • Increased efficiency and productivity
  • Better decision making based on accurate and structured data
  • Improved accountability and assessment of employee performance
  • Enhanced ability to identify and address repeated problems

Conclusion

By utilizing the CRM information system, PT Jamsostek (Persero) Regional Office I can improve employee work performance and efficiency. This system allows better data management, which in turn has a positive impact on customer satisfaction and overall organizational performance. Therefore, investment in information technology such as CRM is not just a necessity, but is a strategic step to achieve competitive advantage in this digital age.

Recommendations

Based on the analysis of the performance and efficiency of the use of CRM information systems for internal employees at PT Jamsostek (Persero) Regional Office I, the following recommendations are made:

  • Continue to invest in information technology such as CRM to improve employee work performance and efficiency
  • Provide training and support to employees to ensure they are able to effectively use the CRM system
  • Continuously monitor and evaluate the effectiveness of the CRM system to identify areas for improvement
  • Develop strategies to address repeated problems and improve service quality

Limitations of the Study

This study has several limitations, including:

  • The study was conducted at a single organization, PT Jamsostek (Persero) Regional Office I
  • The study only analyzed the performance and efficiency of the use of CRM information systems for internal employees
  • The study did not consider the impact of CRM on external customers

Future Research Directions

Future research should consider the following directions:

  • Conduct a study on the impact of CRM on external customers
  • Conduct a study on the use of CRM in different industries and organizations
  • Conduct a study on the effectiveness of different CRM systems and their impact on employee performance and efficiency.

References

  • [List of references cited in the study]

Appendix

  • [Appendix containing additional information, such as tables, figures, and questionnaires used in the study]
    Frequently Asked Questions (FAQs) about the Analysis of Performance and Efficiency of the Use of Customer Relationship Management (CRM) Information Systems for Internal Employees at PT Jamsostek (Persero) Regional Office I

Q: What is the main objective of this study? A: The main objective of this study is to analyze the performance and efficiency of the use of Customer Relationship Management (CRM) information systems for internal employees at PT Jamsostek (Persero) Regional Office I.

Q: What is Customer Relationship Management (CRM)? A: Customer Relationship Management (CRM) is a technology that helps organizations manage their interactions with customers, clients, and sales prospects. It involves using software to manage customer data, track interactions, and analyze customer behavior.

Q: What are the benefits of using CRM? A: The benefits of using CRM include improved customer satisfaction and loyalty, increased efficiency and productivity, better decision making based on accurate and structured data, improved accountability and assessment of employee performance, and enhanced ability to identify and address repeated problems.

Q: How does CRM improve employee performance and efficiency? A: CRM improves employee performance and efficiency by providing employees with access to accurate and up-to-date customer information, enabling them to respond to customer needs and complaints more effectively. It also helps employees to identify and address repeated problems, leading to improved customer satisfaction and loyalty.

Q: What are the limitations of this study? A: The limitations of this study include the fact that it was conducted at a single organization, PT Jamsostek (Persero) Regional Office I, and only analyzed the performance and efficiency of the use of CRM information systems for internal employees. The study did not consider the impact of CRM on external customers.

Q: What are the recommendations of this study? A: The recommendations of this study include continuing to invest in information technology such as CRM to improve employee work performance and efficiency, providing training and support to employees to ensure they are able to effectively use the CRM system, continuously monitoring and evaluating the effectiveness of the CRM system to identify areas for improvement, and developing strategies to address repeated problems and improve service quality.

Q: What are the future research directions of this study? A: The future research directions of this study include conducting a study on the impact of CRM on external customers, conducting a study on the use of CRM in different industries and organizations, and conducting a study on the effectiveness of different CRM systems and their impact on employee performance and efficiency.

Q: What are the implications of this study for organizations? A: The implications of this study for organizations are that investing in information technology such as CRM can improve employee work performance and efficiency, leading to improved customer satisfaction and loyalty. Organizations should consider investing in CRM and providing training and support to employees to ensure they are able to effectively use the system.

Q: What are the implications of this study for employees? A: The implications of this study for employees are that using CRM can improve their ability to respond to customer needs and complaints, leading to improved customer satisfaction and loyalty. Employees should be provided with training and support to ensure they are able to effectively use the CRM system.

Q: What are the implications of this study for customers? A: The implications of this study for customers are that organizations that use CRM are more likely to provide improved customer service and respond to customer needs and complaints more effectively, leading to improved customer satisfaction and loyalty.

Q: What are the implications of this study for the organization's reputation? A: The implications of this study for the organization's reputation are that using CRM can improve the organization's reputation by providing improved customer service and responding to customer needs and complaints more effectively, leading to improved customer satisfaction and loyalty.