Penerapan CRM pada Aplikasi Kantor Pelayanan Penyuluhan dan Konsultasi Perpajakan Kota Gunungsitoli (KP2KP)
Hemat Hartama Hia, Naikson Fandier Saragih, Fati Gratianus Nafiri Larosa · 2019
Extension Service and Tax Consultation Office or Kantor PelayananPenyuluhan dan Konsultasi Perpajakan (KP2KP) of Gunungsitoli city needs acontinuous effors in improving service for taxpayer. Application of CRM(Customer Relationship Management) by utilizing information technology isone of choices. The research begins with the analysis of non-functional systemsthat include hardware and software used, as well as analysis of the usersinvolved, NPWP Registration Procedure, Income Tax Payment Procedure.System design in the form of Context Diagram and DFD, and database designin the form of ERD. The step is implementation the program using PHP,implementation the database using MySQL, and the use of SMS Gatewaythrough online SMS service Zenziva and email. After tested with white boxmethod, this system can improve the loyalty aspect and the opening of easycommunication channel with high response rate by preparing notificationfacility of confirmation of NPWP registration, consultation feature for taxpayerto convey suggestions, confirmation of payment, and warning of paymentschedule either via SMS and email. This system also can improve taxpayer(customer) satisfaction, increase corporate/government earnings (Tax Target),increase the competitive advantage compared with other regions. This systemcan also generate Consultation Reports and reports via SMS and emailnotifications.