INSTITUTE CRM AND ERP SYSTEM

International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395-0056
Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072
© 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 113
INSTITUTE CRM AND ERP SYSTEM
Saurabh Nagarkar1, Romal Tillu2, Donald Sahu3, Vaibhav Narnawre4
1Saurabh Nagarkar, Dept. of Computer Engineering, JSCOE, Pune, Maharashtra, India
2Romal Tillu, Dept. of Computer Engineering, JSCOE, Pune, Maharashtra, India
3Donald Sahu, Dept. of Computer Engineering, JSCOE, Pune, Maharashtra, India
4Vaibhav Narnawre, Dept. of Computer Engineering, JSCOE, Pune, Maharashtra, India
5Prof. Darshana Patil, Dept. of Computer Engineering, JSCOE, Pune, Maharashtra, India
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Abstract - The paper presents a review of the current
literature published in journals in the field of information
system application ‘enterprise resource planning’ (ERP)
and ‘Customer Relationship Management (CRM)’ in
institutes. The proposed system is an automated Institute
CRM and ERP System. As we can see the existing system
has so many drawbacks to overcome that this system has
been proposed. Our system is highly scalable which means
we can store the data on multiple servers. But it is really
difficult to manage manually because if we try to do it
manually then we have to maintain multiple registers for it
which is time-consuming and not economically feasible.
Key Words: CRM(Customer Relationship Management),
ERP(Enterprise Resource Planning), Institutes, Higher
Education Institutions, selection criteria.
1.INTRODUCTION
As time has changed dramatically. Now everything is
computer based, i.e. a lot of work we rely on technology as
it saves a lot of time and effort etc. But there are still too
many institutions with no client-side programs available,
so all work is handled manually and should be recorded in
another register.
The proposed system is an automated Institute CRM and
an ERP system. As we see the current system has many
issues that need to be completed so that this plan has been
proposed.
Through our website, the administrator can arrange a
course, manage an academic record, manage a student
record, course record, tuition fee length etc. in the system
there is no need for any registers or any kind of manual
labor.
With this system we will be able to replace the registers
and store the data or records of student, course, faculty,
revenue etc. in Database, due to which the paper work is
reduced.
As the manual work is very time consuming so this system
is less time-consuming to maintaining the records.
This System is easy to handle because in an existing
system we are using the registers and we are not having a
single register for maintaining record so it becomes so
difficult to handle it.
2. CRM
CRM has been described as “a customer-focused business
strategy that aims to increase customer satisfaction and
customer loyalty by offering a more responsive and
customized service to each customer” (Croteau and Li,
2003)
CRM systems allow customers to interact with the business
in an individualized way, tailored to specific needs, and
incorporate processes to integrate information about both
customers and the business.
The CRM system we are implementing in our project will
fullfill functions in two main categories - operations and
analysis. In short, the operating side collects data from a
variety of touch points; analytical systems make sense of it.
The Customer Relationship Management Strategy connects
the three basic components of organization, strategy,
philosophy and technology. Additionally, the success of a
Customer Relationship Management strategy depends on
the right balance between the three critical organizational
resources, people, technologies and processes
In our project Electronic customer relationship education
program helps Higher Education Institutions to have a
complete understanding of students' requirements as it
collects customer information collected at all stages of
student engagement (admission, enrollment, payment,
conclusion of the lesson, etc.
3. ERP
The Enterprise Resource Planning (ERP) system allows an
organization to integrate all it's key business processes to
improve efficiency and maintain cut-throat position.
In this project, ERP will be a business software that
automates the institute's core processes, such as enrolling
students, manage courses, department management,
subject specific update from teachers, student and staff
management fees, reviews from faculty and students to
admin etc.

It has long been associated with large private and public
corporations, now. ERP software is suitable for medium or
small companies.
Organisation’s competitive advantage and ultimate
survival depend in the use of extended information
systems and / or technologies. This has led to an increase
in interest among retailers to develop future ERP
programs to support an even better customer organization
using emerging technologies.
The 3 major modules in our project will be Admin, Faculty
and Student.
The admin will have privilege of user management, staff
management, student management, course management,
exam management, etc.
The staff will have a role to manage batch, teaching
allotted subject, exam management, etc.
The roles of student will be less in number like accessing
the course, fulfilling attendance at assigned batches,
paying fees, etc.
4. LITERATURE REVIEW
4.1 SELECTION OF AN ORGANIZATION SPECIFIC ERP
Radut and Codreanu (2012) asserted that the most
important part of adopting ERP system is part of the
selection process and the selection process should
understand the organization as it considers the needs of
the organization and should be an analytical method based
on standards. The most important ones are performance,
technology and expertise, flexibility , scalable ability of
application, cost, implementation and ease of usability.
Their offer is a simple model of quality sequencing with six
characteristics functionality, reliability, efficiency,
usability, maintainability, and portability.
4.2 ERP SELECTION CRITERIA:
THEORETICAL AND PRACTICAL VIEWS
Ratkevicius et al. (2012) presented an analysis of the
various stages of the ERP system selection process, and
describes two main groups - software-related, and
application-related. The importance of the ERP system
performance is emphasized by the software-specific ERP
selection principle.
The other eleven methods were described are important
to consider such as a whole project cost of ERP
implementation project, vendor reputation, ERP
reliability, ease of integration with other systems,
technological continuity, flexibility, development
capability, customization / parameter opportunities; easy
to use; flexibility and modularity. The importance of
complete information on the effective use of ERP is
emphasized which includes ERP software implementation,
project management and transformation, business
processes, training organization etc. All of these places are
integrated with ERP selection factors related to
implementation: organization equity, end user readiness,
training, quality system support
4.3 CUSTOMER RELATIONSHIP MANAGE-MENT IN
HIGHER EDUCATION
Elaine D. Seeman and Margaret O’Hara(2006)
The benefits of using CRM in a college setting include
student focus, improved customer data and process
management, increased student loyalty, retention and
satisfaction with college programs and services. In order
to support the goal of student-centered learning, the
student information system incorporates a systematic
application application that allows at any time, any
subscription by date-based setup to support regular offers
and distribution of learning.
Access to student services is provided, and students can
access and update their own information without the need
for assistance or assistance from the employee unless
problems arise. In addition, complete date tracking keeps
all history and status changes for student records available
on the web. Everything that is done is immediately
displayed on the website and related processes (such as a
student dropping out of school and immediately re-
enacting financial aid). Information about students and
staff is accessible to all activities (with due security).
With the removal of archives and duplicate records,
student views are no longer separated from the
organization as a whole. Instead, student data is stored in
one location on a single system. This integration of data
enhances interoperability between workplaces and
streamlines processes, thereby enhancing customer
service.
As colleges increasingly embrace distance learning and e-
business, CRM will be strong and very widespread.
Viewing students as customers provides a competitive
advantage and enhances the college's ability to attract
store and deliver to its customers.
4.4 CUSTOMER RELATIONSHIP MANAGE-MENT IN
HIGHER EDUCATION
Jehad J. Badwan, Mazen J. Al Shobaki, Samy S. Abu Naser,
Youssef M. Abu Amuna(2017) The educational
environment is not only extremely flexible but also
challenging. Competition is intensifying in Higher
Education Institutes(HEI). There is a lot of discussion in
academic literature about how current conditions in
higher education organize students as clients. Student

satisfaction and loyalty are part of the HEI strategy. To
find out this they have e-CRM received.
The issue of e-CRM is increasingly becoming more
effective in identifying the effective use of CRM allowing
organizations to earn the highest value in their e-business
investment. In order to achieve better results, HEI
institutions adopted the CRM (Customer Relationship
Management) strategy. As industry executives in other
business sectors, HEI executives, by adopting CRM
programs, aim to expand work, develop better
management practices, and improve HEI relationships
with current and potential students.
To achieve better results, higher education institutions
(HEI) adopt CRM (Customer Relationship Management) .
Like industry executives in other business sectors, HEI
executives, by adopting CRM programs, aim to expand
work, develop better management practices, and improve
HEI relationships with current and potential students.
fig.-The Conceptual Framework
5. CONCLUSIONS
In this paper we have proposed a predictive model of CRM
and ERP System for institutions. With the help of the
survey of above research papers we will definitely
improve our system in every possible way.
The aim of project is to develop well performance to the
Elite Institution. According to project plan system is to
cover this function Registering, calculate payment and
manage and generates reports. The main objective of this
project is to provide easy management to the Intuition.
There is no doubt that is interactive system will increase
the customer convenience in future
REFERENCES
[1] Radut and Codreanu (2012) “SELECTION OF AN
ORGANIZATION SPECIFIC ERP”.
Sr
no.
Author Technique Remarks
1
.
Radut and
Codreanu
(2012)
Specific to
organisation,
analytical
method based
on criteria.
High
Subjectivity,
lacks of
measurable
approach
2. Ratkevicius
et al. (2012)
Defines two
main groups for
selection-
Software
related and
implementation
related.
Necessity
of a
quantitative
evaluation of
the identified
ERP selection
criteria
3. Elaine D.
Seeman and
Margaret
O’Hara
(2006)
Viewing
students as
customers
provides a
competitive
advantage and
enhances
college’s ability
to attract, retain
and serve its
customers.
Student-
centric focus,
improved
customer
data and
process
management,
increased
student
loyalty
4. Jehad J.
Badwan,
Mazen J. Al
Shobaki, Abu
Naser,Youssef
M. Abu Amuna
(2017)
Customer
relationship
management’s
three key
dimensions of
people, process,
and technology
Some
statistical
tools were
used for
analyzing the
data and
testing the
hypotheses

[2] Ratkevicius et al. (2012) “ERP SELECTION CRITERIA:
THEORETICAL AND PRACTICAL VIEWS”.
[3] Elaine D. Seeman and Margaret O’Hara(2006)
“CUSTOMER RELATIONSHIP MANAGEMENT IN
HIGHER EDUCATION”.
[4] Jehad J. Badwan, Mazen J. Al Shobaki, Samy S. Abu
Naser, Youssef M. Abu Amuna(2017) “CUSTOMER
RELATIONSHIP MANAGEMENT IN HIGHER
EDUCATION”.

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