OPTIMASI LAYANAN CUSTOMER SUPPORT PERUSAHAAN IDCLOUDHOST DENGAN IMPLEMENTASI SISTEM REPORTING SHIFT MENGGUNAKAN EXTREME PROGRAMMING

This research focuses on the design and implementation of a web-based shift reporting system as customer support for cloud hosting services. Utilizing Extreme Programming (XP) methodology, this study addresses challenges in customer support related to the need for quick and effective responses. The research integrates the use of the MERN stack, where ReactJS is used for the frontend and ExpressJS for the backend, with a MySQL database managed through ORM Sequelize. The adoption of these modern technologies not only enhances system performance but also ensures a responsive and user-friendly interface. This allows for efficient KPI monitoring. Functionality tests show that all features function well and meet expected outcomes, affirming the effectiveness of the system development. Additionally, Lighthouse testing results show high scores in performance (96), accessibility (94), and best practices (96), indicating that the system has been well- optimized for optimal use. This research demonstrates how Extreme Programming methodology facilitates adaptability and efficiency while maintaining high quality in system development. The developed system not only enhances customer interaction but also strengthens the capability to track and handle cloud service issues more quickly and effectively, which in turn improves customer satisfaction and retention.

Keywords: Customer Service, Cloud Hosting, Extreme Programming, Shift Reporting System, Web-Based System