Track: Modeling and Simulation

Abstract

Information broadcast is one of the main shafts in the business service process so that the wheels of business can run properly. This is relevant to service efforts based on the Customer Relationship Management (CRM) component. There are many mechanisms that can be used to broadcast information, one of which is using an SMS Gateway. In the results of the implementation of the CRM approach through the SMS Gateway, an information broadcasting system was developed. This study aims to improve the performance of sending SMS in a conventional way. The system can work efficiently because it has artificial intelligence integrated into it (by C4.5 algorithm), such as smart data sending, smart operator classification, data transmission cost efficiency, and auto resend information under certain conditions. By implementing the ISO/IEC 25010:2011 standard, the proposed system is capable to run 100% without errors with a usability test result rate of 93%. Based on the results of the delivery trial, 92.4% of SMS were received and 7.6% were not received. The results were satisfying the customers as the system has high successful rate of sent messages for them.