WEB-BASED YAMAHA MOTOR DEALER MANAGEMENT INFORMATION SYSTEM WITH THE APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT

In today’s rapidly advancing digital era, businesses must adopt technology to enhance operational efficiency and improve customer service. PT. Alfa Scorpii Binjai, an official Yamaha motorcycle dealer, aims to improve service quality through a more integrated system. This study aims to develop a web-based Customer Relationship Management (CRM) system to support customer data management, streamline communication, and optimize service processes such as vehicle service booking and customer feedback.The Research and Development (R&D) method was used, including identifying problems, data collection, system design, product development using PHP and MySQL, validation, and implementation. The system integrates key features such as service booking and scheduling, service tracking, customer and transaction management, FAQs, live chat, a point reward system, voucher management, testimonials, and feedback forms.The final CRM product is a fully functional web-based platform that meets the operational needs of both customers and administrators at PT. Alfa Scorpii Binjai. All essential features were developed and thoroughly tested using the black-box testing method, with a success rate of 97.5%. This CRM system is expected to enhance customer satisfaction, improve communication, and support business growth. Future research may refine the interface and add analytics to monitor customer behavior and system performance.