Development of Digital-Based Integrated Supply Chain Management (SCM) and Customer Relationship Management (CRM) Platform

Abstrak

This research develops an integrated digital system platform between Supply Chain Management (SCM) and Customer Relationship Management (CRM) to optimize the distribution of subsidized fuel by PT. Lintas Energi Kepton in Baubau City. The research method uses an R&D approach with the INOBEL model, with development stages carried out in five stages: needs exploration, platform design, expert validation, limited implementation, and evaluation. The system consists of two main modules: SCM for fleet tracking and distribution management, and CRM for subsidy validation, transaction recording, and complaint management. The results of expert validation show that this platform is valid and feasible to implement, with a note of strengthening in the aspects of data security and user training. System trials show improvements in operational efficiency, distribution accuracy, and user satisfaction. In addition, the development of the company's website also strengthens public trust in the transparency of subsidized fuel distribution. This research makes practical contributions to energy distribution companies in digitizing business processes and building data-driven customer relationships.

Kata kunci

• CRM
• Digitalization
• Fuel Subsidy
• Integrated Platform
• SCM