Design and Validation of a Web-Based E-CRM System for Baby Fashion Business: A Case Study of PT Rhinno Makmur Jaya Using Black Box and UAT Testing

Abstract

This study aims to design and validate a web-based Electronic Customer Relationship Management (E-CRM) system tailored for the baby fashion business sector. The system was developed in response to operational limitations experienced by companies that rely on third-party marketplaces, particularly issues related to restricted access to customer data and the inability to implement loyalty programs. The development approach followed the Waterfall model, encompassing stages such as requirements analysis, system design, implementation, and testing. The system incorporates key features including user registration, product catalog management, coupon integration, payment confirmation, and reward point redemption. Validation was performed using Black Box Testing to assess functional accuracy and User Acceptance Testing (UAT) to evaluate usability and user satisfaction. The test results confirmed that all functions operated as intended, with UAT yielding a strong approval rating. The implementation of the E-CRM system is expected to enhance operational efficiency, provide better control over customer interactions, and support long-term engagement strategies. These improvements position the business for sustainable growth in the digital market landscape.