Post Implementation Review of Electronic Customer Relationship Management (E-CRM) Implementation in Port Services Company, Indonesia

Abstract

PT XYZ, a company engaged in port services, has implemented E-CRM since 2016. The goal of E-CRM is to upgrade, update, and standardize customer relationship systems and some legacy systems. To achieve this goal, PT XYZ developed and used many E-CRM features. There are no tools for an organization to help gain use of the details and impact of an E-CRM implementation after several years of implementation. Companies find it difficult to detail the use and impact of E-CRM documentation. The company needs to complete this task because companies need to make post-implementation documentation of E-CRM to comply with Good Corporate Governance (GCG), namely transparency and accountability to stakeholders and the public. If transparency and accountability are not implemented, this will impact management rights in the port area, especially in the sub-directorate that implements E-CRM. Companies need to know the detailed impact and list of E-CRM usage. This impact and usage list will help the company create post-implementation documentation to help the company fulfill this project with GCG. The research question is what E-CRM is used for and the impact of E-CRM for the company. Researchers used mixed methods to analyze using quantitative and qualitative methods using questionnaires, document analysis, observation, and interviews. For the implementation of E-CRM, the features that have been developed, used, and support business processes are customer data management features, customer profiles, customer service, customer visit management, customer surveys, and marketing features. E-CRM impacts companies in several areas that are strategic, managerial, and operational. The most significant impact on the organization is product quality (operational), decision making (managerial), productivity (operational), partner synergy (strategic), business innovation (strategic), performance control (managerial), competitive advantage (strategic), resource management (managerial). With a post-implementation review, companies can get details of E-CRM's use and impact and help make detailed documentation of E-CRM's post-implementation use and impact to comply with GCG. If an audit is carried out for this project, the company is ready.