PENGEMBANGAN APLIKASI WEB CRM MULTI-TENANT BERBASIS SAAS

MIFTAHUDDIN, RICKY (2025) PENGEMBANGAN APLIKASI WEB CRM MULTI-TENANT BERBASIS SAAS. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Digital transformation requires small to medium-sized organizations to manage customer relationships in a more systematic and efficient manner. However, resource and infrastructure limitations often pose challenges in adopting commercial Customer Relationship Management (CRM) systems. This research aims to design and develop a web-based CRM application using a Software as a Service (SaaS) architecture with a multi-tenant approach. The application is designed to be used by multiple tenants within a single system, ensuring data isolation between tenants. This system is implemented in a fictional organization with two service divisions: Medika (healthcare services) and Keuangan (microfinance services). The system is built using modern technology and can be accessed flexibly via the cloud. The main features developed include customer management, activity tracking, service reminders, and user feedback. The development method used is the Waterfall model, starting with requirement analysis, system design, and ending with system testing using unit testing and functional testing. The test results show that the system meets the basic CRM requirements and can be operated by multiple tenants simultaneously and efficiently. This application is expected to provide a lightweight, affordable, and easily implemented SaaS-based CRM solution for organizations with similar needs. Keyword: CRM, SaaS, Multi-Tenant, Web Application, Cloud, Tenant Isolation, Spring Boot, Next.js, MySQL, Waterfall. Transformasi digital menuntut organisasi skala kecil hingga menengah untuk mengelola hubungan pelanggan secara lebih sistematis dan efisien. Namun, keterbatasan sumber daya dan infrastruktur sering menjadi kendala dalam mengadopsi sistem Customer Relationship Management (CRM) komersial. Penelitian ini bertujuan untuk merancang dan mengembangkan aplikasi web CRM berbasis arsitektur Software as a Service (SaaS) dengan pendekatan multi-tenant. Aplikasi ini dirancang untuk dapat digunakan oleh beberapa tenant dalam satu sistem, dengan memastikan isolasi data antar tenant yang tetap terjaga. Sistem ini diterapkan pada organisasi fiktif yang memiliki dua divisi layanan, yaitu Medika (layanan kesehatan) dan Keuangan (layanan keuangan mikro). Sistem dibangun menggunakan teknologi modern dan dapat diakses secara fleksibel melalui cloud. Fitur utama yang dikembangkan meliputi manajemen pelanggan, pencatatan aktivitas, dan pengingat layanan. Metode pengembangan yang digunakan adalah model Waterfall, dimulai dari tahap analisis kebutuhan, perancangan sistem, hingga pengujian sistem menggunakan unit testing dan pengujian fungsionalitas. Hasil pengujian menunjukkan bahwa sistem berjalan sesuai dengan kebutuhan dasar CRM dan dapat dioperasikan oleh lebih dari satu tenant secara simultan dengan efisien. Aplikasi ini diharapkan dapat menjadi solusi CRM berbasis SaaS yang ringan, terjangkau, dan mudah diimplementasikan untuk organisasi dengan kebutuhan serupa. Kata kunci: CRM, SaaS, Multi-Tenant, Web Application, Cloud, Tenant Isolation, Spring Boot, Next.js, MySQL, Waterfall

Item Type: Thesis (S1)
Call Number CD: FIK/INFO. 25 190
NIM/NIDN Creators: 41521120048
Uncontrolled Keywords: CRM, SaaS, Multi-Tenant, Web Application, Cloud, Tenant Isolation, Spring Boot, Next.js, MySQL, Waterfall
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.67 Wide Area Network (WAN)/Wide Area Network > 004.678 Internet (World Wide Web)/Internet
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 010 Bibliography/Bibliografi > 017 General Subject Catalog/Katalog Subjek Umum > 017.8 Alphabetic Subject Sales Catalogs/Katalog Subjek Penjualan
Divisions: Fakultas Ilmu Komputer > Informatika
Depositing User: khalimah
Date Deposited: 10 Oct 2025 08:09
Last Modified: 10 Oct 2025 08:09
URI: http://repository.mercubuana.ac.id/id/eprint/99015

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