Analysis and Design of the Customer Relationship Management System of Umrah in PT. XYZ Tours & Travels Indonesia

This research aimed to analyze and design the CRM system as a solution for business problems and business strategy of Umrah division in PT XYZ Tours & Travel Indonesia. The design activities of CRM system were done with Object Oriented Analysis and Design (OOAD) approach based on the analysis of business process currently running in Umrah division at PT XYZ Tours & Travel Indonesia. The business process was expected to be more efficient with the CRM system. As for the CRM system implementation, web-based OOP (Object Oriented Programming) method was used with PHP CodeIgniter framework and MySql for database in accordance with the result of design phase. CRM system website enabled easier customer-relationship processes, more personalized relationships with customers, and allowed the company to reach more target customers