Digitalization of Specialist Modification Workshop Services Through a Customer Relationship Management Approach for Transparency in Vehicle Work Stages
DOI:
https://doi.org/10.61536/ambidextrous.v5i01.937Keywords:
Modification Workshop, Customer Relationship Management, Digitalization, Prototype Method, Service TransparencyAbstract
Digitalization of specialist modification workshop services is needed to address scattered records and limited information regarding vehicle work stages. This study aims to build a web-based information system with a Customer Relationship Management (CRM) approach to integrate customer service and increase transparency of work progress. The study uses an applied research type with a descriptive approach and Prototype development method. Data were collected through observation, interviews, documentation, and literature studies, with owners or admins, mechanics, and customers as informants. The number of samples was not specifically stated. Analysis was carried out through business process identification, needs analysis, implementation of the Acquire, Enhance, and Retain stages, and Black Box Testing. The results show that the system integrates customer data, vehicles, orders, progress, documentation, consultations, complaints, and service history. Testing shows that the tested functions run according to the scenario. This system can support operational digitalization and transparency of workshop services
Downloads
References
Elia, G., Solazzo, G., Lerro, A., Pigni, F., & Tucci, C. L. (2024). The digital transformation canvas: A conceptual framework for leading the digital transformation process. Business Horizons, 67(4), 381–398. https://doi.org/10.1016/j.bushor.2024.03.007
Ferreira, M. S., Antão, J., Pereira, R., Bianchi, I. S., Tovma, N., & Shurenov, N. (2023). Improving real estate CRM user experience and satisfaction: A user-centered design approach. Journal of Open Innovation: Technology, Market, and Complexity, 9(2), Article 100076. https://doi.org/10.1016/j.joitmc.2023.100076
Gazi, M. A. I., Al Mamun, A., Al Masud, A., Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), Article 100227. https://doi.org/10.1016/j.joitmc.2024.100227
Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Soto-Acosta, P. (2024). Customer relationship management and its impact on entrepreneurial marketing: A literature review. International Entrepreneurship and Management Journal, 20, 507–547. https://doi.org/10.1007/s11365-022-00800-x
Kraus, S., Durst, S., Ferreira, J. J., Veiga, P., Kailer, N., & Weinmann, A. (2022). Digital transformation in business and management research: An overview of the current status quo. International Journal of Information Management, 63, Article 102466. https://doi.org/10.1016/j.ijinfomgt.2021.102466
Ledro, C., Nosella, A., & Dalla Pozza, I. (2023). Integration of AI in CRM: Challenges and guidelines. Journal of Open Innovation: Technology, Market, and Complexity, 9(4), Article 100151. https://doi.org/10.1016/j.joitmc.2023.100151
Magatef, S., Al-Okaily, M., Ashour, L., & Abuhussein, T. (2023). The impact of electronic customer relationship management strategies on customer loyalty: A mediated model. Journal of Open Innovation: Technology, Market, and Complexity, 9(4), Article 100149. https://doi.org/10.1016/j.joitmc.2023.100149
Plekhanov, D., Franke, H., & Netland, T. H. (2023). Digital transformation: A review and research agenda. European Management Journal, 41(6), 821–844. https://doi.org/10.1016/j.emj.2022.09.007
Wibawa, M. A. A., & Ariasih, N. K. (2022). Rancang bangun sistem informasi reservasi jasa body repair berbasis website pada CV Transolusindo. Jurnal Teknologi Informasi dan Komputer, 8(4), 359–365. https://doi.org/10.36002/jutik.v8i4.2090
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Muhammad Arif, Mulkan Azhari
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
