Rancang Bangun Sistem Informasi Booking Online Pangkas Rambut Berbasis Customer Relationship Management (CRM)

The rapid development of information technology is currently driving significant changes in various service industries, including barbershops. Manual ordering systems often lead to irregular queues, uncertain service times, and suboptimal customer data management. Downstreet Barbershop in South Ende District, Ende Regency, faces these challenges, necessitating an information system-based solution. This study aims to design and build an online barbershop ordering information system based on Customer Relationship Management (CRM). Operational CRM is used to manage customer data, service history, and automatic scheduling, while analytical CRM analyzes customer visit patterns to support loyalty strategies through discounts and schedule reminders. The study used qualitative data collection techniques through observation, interviews, and literature studies. The system development used the waterfall method, which consists of the stages of needs analysis, system design, system implementation, system testing, and system maintenance. The results show that the system is able to facilitate customers in ordering services, manage customer data and history in an integrated manner, and support loyalty improvement strategies based on visit patterns. The implementation of this system has an impact on improving service quality and customer loyalty.