Consumer Service System, Electronic Document Management System, and Digital Disruption

Abstract

SMDE is a strategy that integrates electronic document management systems and company workflows. To support the management of electronic documents in business regulatory personal data protection implementation rations, especially customer service, a strategy is needed to analyze opportunities and challenges that must be prepared when adopting this system. This study investigates the strengths, weaknesses, opportunities, and threats of SMDE implementation in consumer service systems in the era of digital disruption. This study uses exploratory studies. The data was processed through a SWOT analysis to determine the strategy for implementing the SMDE through the PDCA approach. The research results show an opportunity to integrate SMDE with CRM Tools, allowing each unit to collaborate in decentralized document management. However, data security challenges are triggered by system failures, the unavailability of specialized document management experts, perishable technology, and the lack of optimal regulatory personal data protection implementation. So, a storage planning strategy, workflow, and data security are needed. The results suggest the establishment of SOP, supervision, and company follow-up to implement document management integrated with CRM Tools as a business information system that meets data security requirements.