RANCANG BANGUN SISTEM INFORMASI RESELLER DI MUTIARA CELL DENGAN PENDEKATAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BERBASIS WEB

Digital transformation has become a strategic element in enhancing operational efficiency and the quality of business relationships, particularly in sales systems based on resellers. This study aims to design and implement a web-based reseller information system at Mutiara Cell using a Customer Relationship Management (CRM) approach to strengthen reseller loyalty and engagement. Focusing on resellers is crucial, as they serve as the front line in distributing electronic credit and digital services, and their performance and loyalty significantly impact business sustainability. Manual management of resellers carries risks such as transaction errors, service delays, and lack of transparency, which can reduce partner trust. Mutiara Cell is a company engaged in the distribution of electronic credit and digital products, heavily reliant on sales partners; thus, it requires a system that can manage reseller activities efficiently, in an integrated and data- driven manner. The system was developed using the waterfall methodology, through the stages of requirement analysis, design, implementation, and testing. The system handles an average of 10 transactions per day and remains stable with up to 100 daily transactions without significant performance degradation. The CRM approach is focused on the operational aspect (operational CRM), providing features such as partner data management, transaction history, billing, reporting, and real-time payment confirmation. The system was tested using the Black Box Testing method and showed results that aligned with its functionalities. All features are integrated, ranging from partner data management, transactions, reports, to payment confirmation, allowing admins and resellers to access the system from various devices in real time and consistently. This system is deemed operationally feasible and can serve as a long-term digital foundation for Mutiara Cell in managing its reseller business in a more structured and sustainable manner. Keywords: Information System, Reseller, Customer Relationship Management, Transaction Scalability, Black Box Testing, Operational Digitalization.