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Laravel 11-Based E-CRM System for Optimizing Customer Satisfaction at Wiwit Hijab

By: Amanda Sari (21.22.0529)

Wiwit Hijab is a business engaged in the sale of hijabs and other worship-related items, both directly and online. However, the business faces challenges in providing quick and accurate responses to online customers. The manual management of customer data leads to inefficient services and poses a risk to customer satisfaction. This study aims to develop an Electronic Customer Relationship Management (E-CRM) system based on Laravel 11 to improve customer satisfaction and loyalty through centralized data management, automated notifications, and a point-based loyalty program. The research method used is qualitative, with data collection techniques including interviews, observation, and documentation. The results of the study show that the developed E-CRM system is capable of accelerating service processes, facilitating customer interactions, and providing a more personalized shopping experience. This system also integrates various aspects of customer service efficiently and is expected to be a strategic solution for enhancing the business’s competitiveness.

Keywords: E-CRM; Customer Management; Customer Satisfaction; Laravel; Wiwit Hijab