Digitalization of Specialist Modification Workshop Services Through a Customer Relationship Management Approach for Transparency in Vehicle Work Stages

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