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Software Comparing of Crm

In: Business and Management

Submitted By ardia26
Words 2638
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1

Software Comparing of Customer Relationship
Management (September 2015)
Handini Mekkawati, 1306396782, Ardia Retno Widyatri, 1306382650 , dan Kane Widiasputri,
1306382833

Abstract—Perbandingan tiga software CRM yaitu VTiger,
Zurmo, dan SugarCRM dengan menganalisis vendor, database, programming language, maximum user, architecture, dan functionality yang dimiliki oleh masing-masing software.
Index Terms—CRM, software CRM, Vtiger, SugarCRM,
Zurmo

1.

INTRODUCTION

Customer Relationship Management atau biasa disingkat
CRM memiliki makna yaitu suatu strategi bisnis dari perusahaan yang secara efektif dan efisien mengelola suatu hubungan dengan para pelanggan. Seiring dengan perkembangan teknologi yang begitu pesat, banyak bermunculan software enterprise perangkat lunak yang berfungsi untuk membantu proses bisnis perusahaan, pengelolaan data pelanggan, pengaksesan informasi bisnis, mengotomatisasi penjualan serta pemasaran, dan juga mengelola karyawan hingga pemasok.
Ada banyak software CRM yang ditawarkan oleh berbagai developer, namun kami hanya akan memilih tiga software untuk dianalisis serta dibandingkan yaitu VTiger, Zurmo, dan
SugarCRM. Ketiga software CRM tersebut akan dibandingkan berdasarkan enam kategori yaitu vendor, database, programming language, maximum user, architecture, dan functionality. 2.

VTIGER

Vtiger adalah sebuah software CRM yang bersifat open source. Vtiger merupakan sebuah software yang cukup populer di kalangan perusahaan dan organisasi untuk mengorganisisr dan memelihara berbagai macam informasi mengenai konsumen secara efektif dan efisien.
2.1 Vendor
Vtiger merupakan software open source yang dikembangkan oleh perusahaan dengan nama yang sama, yaitu Vtiger
Company. Vtiger Company yang merupakan sebuah perusahaan teknologi dari India mulai mengembangkan Vitger pada tahun 2004. Selanjutnya, Vtiger melanjutkan pengembangannya dengan didukung oleh komunitas

penggunanya yang aktif dan developer-developer dari berbagai belahan dunia.
2.2 Database
Software seperti Vtiger yang membantu perusahaan dan organisasi untuk solusi aplikasi CRM, pasti membutuhkan database yang digunakan untuk menyimpan rangakain informasi mengani konsumen ataupun perusahaan dan organisasi tersebut. Vtiger sendiri memakai MySQL sebagai database-nya. 2.3 Programming Language
Vtiger yang dikembangkan oleh perusahaan dari India dibangun dan dikembangkan dengan tiga programming language, yaitu Apache, MySQL, dan PHP (AMP stack with code) dengan kode yang berasal dari software CRM open source lainnya seperti SugarCRM.
2.4 Maximum User
Vtiger
dapat menampung jumlah user yang menggunakannya hingga jumlah yang tak terbatas agar konsumen bisa lebih puas dalam menggunakannya.
2.5 Architecture
Dalam pengembangannya, Vtiger dikembangkan dengan menggunakan arsitektur MVC (Model-View-Controller).
Arsitektur MVC adalah sebuah metode dengan memisahkan data (model) dari tampilan (view) dan bagaimana cara memprosesnya (controller).

2.6 Functionality
2.6.1

Penjualan
a.

Manajemen kontak
Kontak dan informasi lain yang ada di Vtiger sangat mudah dicari dan dimodifikasi.

b.

Mengautomasi kegiatan yang berulang

2
Dalam sebuah proses bisnis, lebih spesifiknya adalah aplikasi CRM, pasti banyak kegiatan yang dilakukan berulang kali seperti mengirim email, membuat berbagai informasi, dan lainnya. Vtiger membantu penggunanya untuk mengautomasi berbagai kegiatan yang harus dilakukan berulang tersebut.
c.

2.6.2

Dapat dijalankan secara mobile
Vtiger adalah sebuah software yang dapat dijalankan dimanapun dan kapanpun oleh penggunanya. Bahkan, Vtiger dapat dijalankan secara offline pada perangkat iPhone dan
Android.

3.2 Database
Database setup untuk Production dan Development yang dipilih oleh software Zurmo yaitu mySQL. Database ini menunjang Zurmo untuk menyimpan informasi mengenai data-data yang dimiliki oleh perusahaan serta pelanggannya.

Pemasaran
a.

Pelacakan campaign
Vtiger bisa digunakan untuk membuat portofolio untuk campaign, melacak informasi campaign¸menentukan budget, melampirkan dokumen, dan lainnya.

b.

2.6.3

Aplikasi open source CRM Zurmo dibuat pada tahun 2010 oleh perusahaan perangkat lunak yang berbasis di Chicago,
Amerika Serikat yaitu Zurmo, Inc. Perusahaan mendukung, menawarkan, dan mengembangkan solusi CRM untuk pelanggan Zurmo. Zurmo, Inc mendefinisikan ulang CRM berdasarkan 2 metode yaitu rock solid engineering dan progressive user adoption.

Laporan yang sangat terperinci
Dengan Vtiger, anda bisa membuat laporan yang mengorganisir dan menyaring semua data secara virtual yang ada di Vtiger.

Support
a.

Support manajemen kasus
Vtiger memungkinkan penggunanya untuk terus melacak segala masalah yang berhubungan dengan konsumen.

b.

Portal untuk self-service konsumen
Fitur ini memungkinkan konsumen dari sebuah organisasi atau perusahaan pengguna
Vtiger untuk menggunakan portal yang bisa melihat deal dan document terbaru secara self-service. 3.3 Programming Language
Zurmo menggunakan tiga programming language, yaitu
PHP utilizing jQuery, Yii Framework, dan RedBeanPHP. Yii
Framework dipilih sebagai kerangka dasar karena memiliki komponen yang solid, sangat cepat, dan komunitasnya kuat.
Meskipun Yii adalah kerangka kerja PHP solid dan sesuai untuk kebutuhan, ada hal penting yang tidak cocok untuk
Zurmo yaitu Yii memiliki suatu Active Record yang tidak memenuhi rencana abstraksi sehingga butuh banyak modifikasi. Untuk itu Zurmo memutuskan untuk menggunakan sistem yang lebih ringan yaitu RedBeanPHP
ORM.

3.4 Maximum User

3.

ZURMO

Zurmo adalah aplikasi CRM open source yang menggabungkan project management, marketing automation, dan sales software ke dalam satu solusi tunggal.
Tujuan aplikasi Zurmo adalah untuk menyediakan aplikasi
CRM yang mudah digunakan (easy-to-use) dan mudah dikelola (easy-to-customize) yang dapat disesuaikan untuk setiap kasus penggunaan bisnis. Developer Zurmo telah merancang sebuah sistem yang meliputi berbagai kasus penggunaan sehingga aplikasi dapat memiliki tingkat fleksibilitas yang tinggi.

Zurmo dapat menampung jumlah user yang tidak terbatas sehingga konsumen bisa lebih puas dalam menggunakannya.

3.5 Architecture
Dalam pengembangannya, Zurmo dikembangkan dengan menggunakan arsitekturGamification Mechanics.

3.6 Functionality
3.6.1 Penjualan
a.

Contact Management
Dapat menampilkan detail kontak secara penuh, memimpin manajemen, mencari info secara cepat dengan menggunakan Global Search, serta mengatur dan menyimpan data pelanggan di lokasi pusat.

b.

Activity Management

3.1 Vendor

3
Dapat melihat aktivitas manajemen dari catatan terkait sebab menu Meetings, Tasks, Notes, dan
Attachments berada pada satu tempat. Terdapat pula fitur Latest activities widget yang mempermudah dalam melihat informasi yang telah terjadi (historical information).
c.

Deal Tracking
Sepenuhnya mengotomatisasi proses siklus penjualan, membuat dan mengatur kesempatan di dalam manajemen. Selain itu, deal tracking memiliki fitur Track Sales Pipeline yaitu pendekatan sistematis untuk menjual produk atau layanan.

3.6.2 Pemasaran
a.

Gamification
CRM Gamification rewards end users yaitu pemberian hadiah kepada user dengan menggunakan fitur scores & badges dan fitur achievements & status demi meningkatkan
User Adoption.

b.

Marketing Automation
Digunakan untuk membuat dan mengirim email berupa kampanye untuk pemasaran, memberikan jadwal dari Autoresponders.
Dibangun dan terhubung dengan Web Form yang mempunyai link langsung terhadap CRM, serta dapat mengatur promosi atau mengelola kampanye dari perusahaan.

c.

e.

a. Security
Memberikan fitur Roles dan fitur Groups.
Memiliki Perizinan, Hak, dan Kebijakan untuk menunjang keamanan serta memiliki Ad-hoc teams. b. Internationalization
Zurmo open source tersedia dalam berbagai bahasa, memiliki konfersi mata uang dapat digunakan secara langsung serta mendukung berbagai zona waktu.
c. Integartions
Terdapat fitur Google Mapping/Geocode yang mempermudah akses dalam pencarian lokasi, menyediakan API yang terkelola dengan baik, dapat melakukan pengarsipan e-mail. Dalam menggunakan aplikasi Zurmo, user dapat mengakses informasi dari tablet maupun perangkat mobile yang memiliki sistem operasi iOS atau Android pada perangkatnya.
d.

Product Management
Menyediakan fitur pembuatan katalog produk.
Dapat mengintegrasikan produk dengan
Opportunities, Accounts, dan Contacts. Selain itu, kita dapat melakukan pengaturan terhadap item suatu produk dan jumlah yang tersedia.

3.6.3 Reporting and Analytics
d.

3.6.4 Support

Reporting
Laporan dibuat dalam bentuk virtual dalam berbagai record, filter dengan menggunakan
Drag and Drop. Dapat menyesuaikan keinginan user, menyimpan, dan berbagi laporan. Memvisualisasikan metrik melalui teknologi grafik chart yaitu 3D Bar Graphs,
Donut, Pie, dan lainnya.
Workflow
Membuat Workflow menggunakan drag and drop wizard sesuai keinginan user. Memberikan peringatan email pada fitur
Trigger email alerts. Memantau setiap event selama event tersebut berlangsung.
Memberikan laporan untuk event yang akan berlangsung ataupun event yang telah terjadi.

Developer Friendly
Zurmo termasuk Open Source CRM yang memiliki fitur lengkap dan menunjang berbagai permasalahan CRM. Memiliki dokumentasi yang luas serta menyediakan dukungan dari komunitas. Menggunakan Test
Driven Development (TDD) serta dapat diakses melalui Windows ataupun Linux.

4.

SUGARCRM

SugarCRM merupakan aplikasi Customer Relationship
Management yang bersifat open source yang memberikan kemudahan kepada penggunanya untuk mengatur pengelolaan informasi terkait customer mereka secara efektif dan efisien dalam segala aspek.
4.1 Vendor
Perusahaan SugarCRM Inc. mengembangkan aplikasi
SugarCRM yang memungkinkan perusahaan untuk menciptakan sebuah hubungan pelanggan yang luar biasa dengan solusi CRM yang paling inovatif dan terjangkau di pasar. SugarCRM didirikan pada tahun 2004 dan sudah terdiri dari kurang lebih 350 mitra yang terdapat di enam benua.
4.2 Database
Kelima edisi dari SugarCRM mendukung database MySQL dan Microsoft SQL server. Sugar Enterprise dan Sugar

4
Ultimate juga mendukung database DB2 dan Oracle. Secera umum, SugarCRM hanya menggunakan fungsi database yang umum, dan logika dari aplikasi di embed dalam kode PHP.
SugarCRM tidak menggunakan trigger ataupun stored procedure pada database-nya.

e.

untuk

f.

Solutions
Membuat, melihat, dan mengatur solusi yang digunakan untuk menyelesaikan kasus pelanggan. g.

Web-to-Case
Menangkap kasus pelanggan secara online melalui bentuk web yang ada pada website.

4.3 Programming Language
Pada awalnya, SugarCRM ditulis dalam LAMP (Linux,
Apache, MySQL, dan PHP). Sejak versi 1.0, tim pengembangan SugarCRM telah menambahkan dukungan untuk setiap sistem operasi (termasuk Windows, Unix, dan
Mac OSX) yang dijalankan dalam bahasa PHP untuk web server Microsoft IIS, dan Microsoft SQL server, IBMDB2 dan
Oracle database.

Self-Service Portal
Menyediakan dukungan online pelanggan melalui portal pribadi.

4.6.2

Sales Force Automation
a.

Account Management
Membuat, melacak, dan manajemen akun.

b.

Activity Tracking and History
Melacak aktivitas, baik yang selama ini sudah dilakukan maupun yang sedang dilakukan untuk catatan, seperti akun, kontak, dan catatan penntin.

c.

Competitor Tracking
Melacak kekuatan dan kelemahan competitor untuk kesempatan sendiri.

d.

Contact Management
Membuat, melacak, dan manajemen kontak.

e.

Contract Management
Membuat, melacak, dan manajemen kontrak bisnis. f.

Customizable Sales Forecasting
Menyesuaikan perkiraan penjualan.

g.

Customizable Sales Process
Menyesuaikan proses penjualan organisasi kita.

4.4 Maximum User
SugarCRM dapat menampung jumlah user yang menggunakannya hingga jumlah yang tak terbatas sehingga konsumen bisa lebih puas dalam menggunakannya.
4.5 Architecture
Dalam pengembangannya, SugarCRM menggunakan arsitektur MVC (Model-View-Controller) yang merupakan pola desain umum untuk memisahkan logika aplikasi dari logika user interface sementara memberikan kemudahan kontrol kepada pengembang di seluruh aplikasi. Dalam versi
5.0, tim SugarCRM mengimplementasikan versi MVC yang menghasilkan: kode yang lebih rapi dan pendek; tempat untuk membuat kemampuan perubahan pada aplikasi untuk menggunakan metadata yang didorong user interface; fleksibilitas pengembang untuk menentukan logika mereka sendiri. 4.6 Functionality
4.6.1

Customer Support Automation
a.

Case Management
Membuat, melacak, dan mengelola kasus pelanggan. b.

Computer Telephony Integratioin (CTI)
Memungkinkan untuk mengatur panggilan masuk dan keluar.

c.

d.

Email-to-Case
Memungkinkan untuk menangkap kasus pelanggan melalui email.
Knowledge Base
Mempublikasikan pengetahuan dasar yang mengandung solusi untuk dibagikan kepada pengguna dalam organisasi dan pelanggan.

untuk

h.

Document Library
Menyimpan file dalam penyimpanan dokumen. File-file ini merupakan file yang sering dibagikan kepada kontak dan akun.

i.

Lead Management
Pemimpin adalah pelanggan yang potensial. kita bisa membuat, melacak, dan mengatur pemimpin dalam sistem CRM.

j.

Lead Routing
Mengarahkan pemimpin kepada orang atau tim yang tepat.

k.

Lead Scoring
Menilai pemimpin.

5
l.

Multiple Currencies
Administrator dapat mengatur sistem CRM untuk menggunakan beberapa mata uang.

m. Opportunity Tracking
Melacak dan mengatur peluang, yaitu penjualan atau penawaran yang tertunda untuk organisasi.

Melihat laporan dalam format yang berbedabeda. Format ini terdiri dari tabel, ringkasan, atau matriks.

o.

Product Catalog
Membuat, melacak, dan mengaturproduk dan daftar harga.
Qualify and Convert Lead
Memenuhi dan mengkonversi pemimpin kepada account, kontak, atau peluang.

p.

r.

4.6.3

Quotes
Membuat dan membagikan quotes untuk pelanggan. Sales Forecasting
Membuat dan menghasilkan perkiraan penjualan untuk melihat apa yang diharapkan pada pendapatan penjualan.

i.

Report Builder
Mengatur laporan baru atau yang sudah ada melalui report builder.

j.

Sales Reports
Melaporkan peluang.

k.

Scheduled Reports
Menjadwalkan laporan agar berjalan setiap hari, mingguan, atau bulanan. Beberapa produk juga memiliki fungsi untuk mengirimkan email secara otomatis.
Support Reports
Melaporkan kasus organisasi. Quota Management
Mengatur dan memantau kuota penjualan untuk representatif penjualan.

q.

Pre-Built Report
Produk dilengkapi dengan laporan pre-built.

l.

n.

h.

Reporting and Analytics
a.

Campaign Metrics Reporting
Melaporkan matriks kampanye, seperti ROI, bounce email, email yang unik, jumlah email yang diklik, email unik yang di klik, dan klik untuk open rate.

b.

Charts
Membuat, mengedit, dan melihat grafik data dari aplikasi CRM.

c.

Customizable Dashboards
Memudahkan
dalam dashboard. d.

menyesuaikan

Custom Reporting
Membuat, mengedit, dan melihat laporan dengan data dari aplikasi CRM.

e.

Dashboards
Melihat data melalui dashboard.

f.

Drill-Down Capable
Menelusuri laporan atau grafik untuk melihat kumpulan data yang digunakan.

g.

Multiple Report Types

5

dan

solusi

untuk

CONCLUSION

Customer Relationship Management (CRM) adalah sebuah strategi bisnis antara perusahaan dengan pelanggan. Di era globalisasi seperti sekarang ini, sudah banyak software untuk mendukung kegiatan CRM. Beberapa software tersebut di antaranya adalah Vtiger, Zurmo, dan SugarCRM.
Software CRM yang pertama adalah Vtiger. Software CRM yang dibangun dan dikembangkan oleh Vtiger Company mulai tahun 2004 ini adalah software yang bersifat open source.
Vtiger sendiri menggunakan MySQL sebagai programming langauge untuk database-nya sebagai sarana penyimpanan berbagai informasi mengenai konsumen dan perusahaan.
Selain itu, Vtiger juga dikembangkan dengan dua programming language lainnya, yaitu Apache dan PHP.
Vtiger juga dibangun dengan arsitektur bernama MVC
(Model-View-Control) dengan kapasitas user yang tidak terbatas yang bisa tergabung di dalamnya. Vtiger sendiri memiliki beragam functionality seperti untuk penjualan, pemasaran, dan support.
Software Zurmo dikembangkan pada tahun 2010 oleh perusahaan Zurmo Inc. Software ini bertujuan dalam menyediakan aplikasi CRM yang mudah untuk digunakan
(easy-to-use) dan mudah dikelola (easy-to-customize) yang dapat disesuaikan untuk setiap kasus penggunaan bisnis.
Database setup yang mendukung Zurmo dalam Production dan Development adalah mySQL.Zurmo juga menggunakan tiga programming language, yaitu PHP utilizing jQuery, Yii
Framework, dan RedBeanPHP. Dalam pengembangannya,
Zurmo memiliki kapasitas user yang tidak terbatas dan dikembangkan dengan menggunakan arsitektur Gamification
Mechanics. Beberapa functionality yang dimiliki oleh Zurmo

6 terkait dengan penjualan, pemasaran, report & analysis, dan support. SugarCRM merupakan software open source yang dikembangkan oleh perusahaan SugarCRM Inc. dan didirikan pada tahun 2004. Seluruh edisi SugarCRM mendukung database MySQL dan Microsoft SQL server yang di embed dalam bahasa pemrograman PHP yang mendukung seluruh sistem operasi, termasuk Windows, Unix, dan Mac OSX.
SugarCRM dibangun dengan arsitektur MVC (Model-ViewControl) yang memberikan kapasitas user tanpa batas didalamnya. Beberapa functionality yang terdapat didalam
SugarCRM, yaitu customer support automation, sales force automation, dan reporting & analytics.
Setelah melihat dan membandingkan ketiga software CRM tersebut dari enam kategori yaitu vendor, database, programming language, maximum user, architecture, dan functionality, maka menurut pandangan kami, sugarCRM adalah software CRM yang paling baik untuk digunakan. Hal tersebut dikarenakan sugarCRM ternyata memiliki functionality yang lebih banyak dan lebih maju daripada
Vtiger dan Zurmo.
REFERENCES
[1]

[2]

[3]

[4]
[5]
[6]
[7]
[8]

[9]
[10]
[11]
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[14]
[15]

[16]

Jordi Cabot. (2012). Building Zurmo, an open source CRM. [Online].
Available:http://modeling-languages.com/building-zurmo-an-opensource-crm/
Christian Grobmeier. (2013). Zurmo, And Open Source CRM. [Online]
Available:
http://www.grobmeier.de/zurmo-open-source-crm03012013.html#.VefPf_ntmko
Khayratte Wassem. (2013).. A Comprehensive Interview With Zurmo
CRM Tool + What Is A CRM & Its Relevance In Today’s Era. [Online].
Available: http://7php.com/interview-zurmo-crm
Ray Stoeckicht. (2014). Zurmo. Available: http://enterprisegamification.com/mediawiki/index.php?title=Zurmo
Zurmo, Inc. (2015). Zurmo. [Online]. Available: http://zurmo.org
Finances Online. (2014). Zurmo CRM Review. [Online]. Available: http://reviews.financesonline.com/p/zurmo-crm/ Vangie Beal. (2013). CRM Software. [Online]. Available: http://www.webopedia.com/TERM/C/crm_software.html Vtiger Company. (2009). Vtiger CRM Database UTF-8 Configuration.
[Online].
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Wikipedia.
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CRM.
[Online].
Available: https://en.wikipedia.org/wiki/Vtiger_CRM Reviews Team (2015). Vtiger Review. [Online]. Available: http://www.reviews.com/crm-software/vtiger/ Vtiger Company (2012). Vtiger 6 Developer Guide. [Online]. Available: https://wiki.vtiger.com/index.php/Vtiger_6_Developer_Guide Vtiger Company (2015). Vtiger. Available: http://www.vtiger.com
SugarCRM
Inc.
(2015).
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Reviews Team. (2015). SugarCRM Review. [Online] Available: http://www.reviews.com/crm-software/sugarcrm SugarCRM Inc. (2015). The Sugar Developer Guide for 7.6.x. [Online].
Available:
http://support.sugarcrm.com/02_Documentation/04_Sugar_Developer/S ugar_Developer_Guide_7.6/00_Introduction Developer Team (2015). SugarCRM and MVC: The Controller.
[Online].
Available: http://developer.sugarcrm.com/2008/09/23/sugarcrm-and-mvc-thecontroller

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