Development of Customer Service Management using Design Science Research Methodology (DSRM) as support for the Implementation of Digital Transformation for the Property Management Industry in Indonesia

Abstract

Tenants or customers play a very important role in the property management industry. Their role is not only limited to tenants who live or use the property, but also includes various aspects that influence the operations, strategy and sustainability of the property management business. Digital transformation in the property management industry is increasingly becoming a necessity to increase operational efficiency and increase tenant or customer satisfaction.  This research aims to develop a prototype Integrated Property Management System (IPMS) application designed to meet tenant/customer needs, as well as support digital transformation in this industry. The Design Science Research Methodology (DSRM) method is used to guide the development process from problem identification to evaluation of the resulting artifact. The research results show that the IPMS application prototype developed can increase tenant interaction and involvement, facilitate property management, and provide added value through automation and data integration. It is hoped that these findings can become the basis for further development and implementation of similar applications on a wider scale.