IMPLEMENTATION OF SALES MODULES USING CRM

International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395-0056
Volume: 10 Issue: 12 | Dec 2023 www.irjet.net p-ISSN: 2395-0072
© 2023, IRJET | Impact Factor value: 8.226 | ISO 9001:2008 Certified Journal | Page 65
IMPLEMENTATION OF SALES MODULES USING CRM
Darshan Mahajan1, Jinal Patel2, Jash Sanghavi3
1 Student, Dept. of Electronics & Telecommunication, K.J. Somaiya Institute of Engineering & IT, Mumbai
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Abstract - With the rapid increase in the amount of
information available on the Internet, it has now become
common practice to use such vital pieces of information with
extreme caution. Businesses frequently use such data because
it allows them to keep track of their customers’ data and
provide them with a better experience in the future. This is
where a CRM software can help. CRM is a system that allows a
company to efficiently manage various types of data. This
frequently deals with the difficulty of maintainingcontrolover
employees while also providing the best possible experience to
customers. Our main objective in undertaking thisprojectisto
create a system that will assist organizations in increasing
their customer retention rates while maintainingproperwork
ethics. Better management leads to a larger customer base,
which leads to increased profit for the organization. ThisCRM
system has been developed to achieve such objectives. The
system is made up of distinct modules. Lead management,
Product management, Quotation management and Report
Management are a few of them. All these modules, will assist
an organization in tracking the movementoftheirwork. Lead,
product and quotation modules work in tandem to improve
efficiency, increase performance, and save resources for the
organization. In contrast, report management can provide a
necessary overlook on the data of the other 3 modules to
improve performance. It has beenobserved thatorganizations
that adapt to CRM features and capabilities are able to bridge
the gap left by traditional database methods.
Key Words:crm,managementmodule,customerexperience,
work ethics, data.
1.INTRODUCTION
In the early years, primarily in the late 80’s, businesses
across the globe were not accustomed to proper data
management. As a result, it was difficult for an enterprise to
work around with heavy loads of data without any database
management system. As the requirement of any product in
the market inflates, there is anincreaseinthecustomerrates
as well. At times like these, enterprises might fail to increase
their customer rates since there is no presence of a
management system. As a matter of fact, in order to keep
track of their business, organisations would resort to some
traditional methods. Back in the day, the most common
approach was to record every detail about the customer in a
register or directory. This method is also known as” register
entry.” So, if a customer decides to return, the organization
will have spent a significant amount of time searching for
their customer history. As a result, these methods were
frequently time consuming and resulted in the occasional
depletion of a few resources. This method is still used by a
large number of small businesses today because upgrading
to a powerful method is most likely out of their budget.
Businesses that could afford to upgrade to better database
management systems eventually switched to” excel sheets.”
Users had to manually enter the relevant information of a
customer in an excel sheet, just like the” register entry”
method. The main benefit of using this system is that any
data can be easily searched by a user. The time it took to
search for data was drastically reduced comparison to prior
methods, and this alone prompted many businesses to
switch to excel sheets. Another advantageof” excel sheets”is
that it is easily accessible, as opposed to the” register entry”
method, which required the user to pile up different
registers based on the date. “Excel sheets” did assist many
customers in building their businesses from rags to riches,
but to take their businesses to the next level, a better
database management system was required. The” register
entry” approach did the worthwhile job for the businesses,
but it clearly lacked user-friendliness. It was alsodifficultfor
businesses to carry multiple registers and keep track of
them. This method was one of the most primitive methods
used to date, and a change was required. When the use of”
excel sheets” became public, many organizations flourished
in their respective fields and eventually made significant
progress. The problem with this method was that the
businesses desired a more secure system. The organizations
also desired a system that would assist them in determining
whether or not the customer was satisfied with the
experience. CRM was introduced to the world to usher in a
new era of business information systems. CRM became an
integral part of large corporations after its introduction to
manage the high volume of customer data available to them.
CRM versions introduced decades ago proved worthwhile
for such large enterprises to invest in the system.
In the coming decades after the 90’s, a diverse amount of
CRM systems was developed in the managementeco-system
itself. Due to this diversity, a few enterprises reached their
peak performance level in a noticeablybriefperiod. With the
introduction of innovative technologies in every era, there
was a possibility that these technologies could be integrated
with a CRM system that might give rise to an updated
version. This miniscule changecouldhavea biggerimpacton

the management system industry. Thisledtheenterprisesto
broaden their perspective towards such systems. Each
iteration of CRM brings the latest changes to the industry
thus leading to more versatility and fluency of the system in
the present market. In the coming years, it can be easily
predicted that CRM ecosystem can bring forward the age of
database handling to its peak. Due to such an immense
reputation, even a newly built startup cannotunderestimate
the value a CRM system brings to the table.
2. THEORY
In this project, wecreate aCRM out of modules. In particular,
we will show the Sales modules, which include a number of
sub-modules such as Lead Management, Product
Management,QuotationAnnouncementManagement,Report
Management. Firstand foremost, there wouldbealoginpage
for each of the three Directors, Managers, and Executives. All
three of these roles would be given their own login
credentials, with the option to change them as well. The user
will be directed to the Dashboardoncethepropercredentials
have been entered. The dashboard is made up of a sidebar, a
navbar, and general user information. In the sidebar,
however, all of the modules mentioned can be seen. The
director has access to all of the modules listed above. The
manager and executive are initially denied access to any
modules. The director must grant access to each user in
relation to their work. The access level can be set to ’read
only’ or ’full access.’ ’Read only’ access allows users to ’view’
specific modules, whereas ’Full Access’accessallowsusersto
’view’ and ’edit’ the desired data. Each role has its own
functionality that allows them to be granted ’Read only’ or
’Full access’ access.
Sales Module generally servers the purpose to understand a
business’ customers and to maintain an overall customer
retention rate by satisfying them. This often helps to
understand the nature of a customer and to provide them
with a better experience every time. To achieve such results
the following modules have been developed.
3. LEAD MANAGEMENT
The basic meaning of a lead would be a potential customer.
This module is developed to keep a track of all the leads
that are known by an organization. Basically, this lead
module consists of all the basic details about a lead. It is by
far the most important module in the system as all the other
modules are indirectly dependent on this module. If the
director wishes to view this module, he or she will be able to
see the list of all the leads across all the existing firms. Since,
the director is granted full access to this module, he or she
can edit the details of any existing lead or add a new lead to
the system. Similarly, the manager and executives will be
able to see that leads that are added by them only. It is rare
for a director to add a new lead but the feature has still been
provided to him or her. The usual job of adding or editing a
new lead is handled by the managers and then by their
respective executives in the system that will be working on
different firms for the director. Once any user clicks on ’add
lead’ they are directed to that designated page where in a
form will appear. Over here, all the details of a lead have to
be manually entered by the user. Additionally, certain fields
have been validated in the form so that duplication of data is
not possible and the database is distinct. If a user tries to
submit a lead information that consist of a duplicate data,
then the form will not be submitted. After that, the user will
be displayed with an alert at that respective field. Once the
necessary data is properly filled by the user, the form can be
submitted. This lead will now be visible on under the list
section. The details of the lead can nowbeeditedany timeby
the user.
4. PRODUCT MANAGEMENT
This module serves the purpose to manage different
products categories and product that an organization puts
up for retail. The access to this modulecandependaccording
to the role that has been granted by the director. Product
category has been developed in the system so that all the
products that will be listed can be bifurcated accordingly.
Additionally, each category that has been listed here will be
unique. This is to prevent duplication of multiple categories
at the same time. One can also set the status of the category
whether it is active or inactive. This implies whether the
stock of the products is available or not. Initially, the user
will be displayed a list of all the products. Keeping in mind
the role of the user, he or she can add new products in the
list. In order to do so, the user has to click on” Add products”
and he or she will be re-directed to that page. Over here all
the necessary details with regards to the product has to be
filled up. Whilst doing so, the user has to mention which
category the product belongs to, what is the price of the
product and the price of it’s packaging as well. The details
can also be edited by the user so that if there is a price surge
in the future, it is easy to change the price of that product.
Just like product category, you can change the status of a
single product to alter its availability totheconsumers.So, in
case, if a customer seeks out for a particularproducttheuser
can just inform them whether it is available. This entire
module is inter-dependent with the quotation management
module.
5. QUOTATION MANAGEMENT
Quotation is the document that an organization provides to
it’s leads or customers prior to them buying the products.
This document contains a stated price of the products that
are requested by the leads or customers. This is generated
and distributed as to let the consumers know the price of a
product before they commit to it. As a result, quotation
module is generally associated with the sales opportunity. In
this CRM the director will be able to view all the quotation
details of its consumers. Furthermore, the managers and the
executives will be creating new quotations for their

respective leads. To do so, the user has to click on ’generate
quotation’. Similar to the lead form, this form also consist
validation. The user has to enter the details of the customer
and the details of its organization. Then he has to select the
name of the product and the quantity for the same. The price
and the packaging cost of the product is already displayed
once you select the product name. The user can change the
tag percentage with respect to the tax charges issued on that
specific product. This feature is granted so that the product
price can remain dynamic in the near future. Once all the
required products are selected, their price will be tallied
automatically.
6. CUSTOMER MANAGEMENT
As the name suggests, the customer management module
deals with managing the customer’s personal information.
Unlike other modules present in the system, this module is
directly interconnected to the lead management module.
Once a user opens up this page, he/she will be directed to a
list of all the customers that they have fed into the system.
There are 2 ways through which a particular user can add
new customers to their list. One method is to convert any
existing lead into a customer through the lead management
module. This needs to be performed with utmost caution as
this function can one be carriedoutinonedirectionimplying
that a customer cannot revert back to a lead. The second
method is to click on the “Add” button on the customer
management module page. Once done the user will be
redirected to a form wherein the details of the customer
have to be manually entered. Specific input fields are
automatically validated in the form to avoid duplication of
data and any marginal errors for the same. After the form is
submitted the customer details will be visible to the user.
Apart from the details, the user can additionallymentionthe
interactions with customers. These include customer
appointments, call logs, customer complaints and notes to
remember during future interactions. All these features
make up for a better customer experience and good
retention rates in the company.
7. ORDER MANAGEMENT
Order management as a module serves the purpose of
maintaining a record of all the orders given by a customer.
As it gets difficult to organize multiple orders from multiple
customers, this module is developed in such a way so that
every order issued by the customer will be automatically
sorted respectively. The idea behind this is to integrate this
module with the customer management module. So once a
specific customer wants to issue a new order, the userhasto
view the details of that particularcustomerandthencreatea
new order under that customer. Once the user clicks on
orders, he/she will be redirected to the order history of that
customer. If the user clicks on a new order a form will
appear. In this form the user has to enter all the details
required to initiate the order. When the details are filled in
the user can submit the order and it will be visible to
him/her under order history. With this method, a company
can easily keep track of order history for all the customers.
Since this method of entry is integrated with other modules,
it becomes easy for the company to bifurcate order history
with respect to their customers and keep track of the same
without any hassle.
6. REPORT MANAGEMENT
At times, there aresituationswhereacompanytriestosearch
in for their old data in order to look up for solutions which
will help them in their future business practices. Data that is
fed into this system is very delicate and should be handled
with precaution so that there is no margin of error in the
data. So, if someone wants to trace back their old data it is
advised to the users to check the reports for the same.
This is the reason why report management is introduced in
the system. Once a user clicks on this module, he/she is
redirected to a page where multiple report options are
available to the them. This consist of Lead reports, Job sheet
reports, Order reports and complaint reports. Since the data
available to the company is immense, therearefiltersin-built
in the reports section along withthesuitabledateranges.The
user has to mention the details in order to regenerate a new
report. Once the necessary information is fed to the system,
the user can easily export the report for any future
references.
7. IMPLEMENTATION
7.1 Login
Fig -1: Login Page
Figure 1 shows the image of the login page. This is where
the user has to enter his/her login credentials in ordertoget
access to the system and based on his/her role the modules
will be served. All the pages visible to the user here on are
authenticated and cannot be seen by the user until and
unless a valid token is found in the user’s browser local
storage. The user gets logged out as soon as the browser
window is terminated.

7.2 Dashboard
Fig -2: Dashboard view (a)
Fig -3: Dashboard view (b)
Figure 2 and 3 shows the dashboard screen where in the
user will be re-directed once his/her login credentials get
validated. A brief statistic of all the leads, customer,
employees and products will be shown here. The statistics
shown are dynamic and can be checked for any Day, Month,
Year using the top right date picker
7.3 Lead Management
Lead profile: This section of the lead’s module contains the
details of the leads such as name, email address website
information, office contact details along with its district and
taluka details. We can see Figure-4 that there is a track of
lead being created by labelled as “Added By” and the
employee who is looking after this leadlabelledas“Assigned
To”. The above data helps us in keeping track of lead region
wise, taluka wise, district wise and also helps us understand
how an employee is serving the lead.
Fig -4: List of Leads
Fig -5: Lead Info
Fig -6: Lead Appointment History
Fig -7: Lead Call Details

7.4 Product Management
Product Details: In this module the list of products that are
available to sell is visible in the table. The product details
shown are category name, product name, price, origin,
packaging and status. These Products are categorized
according to categorieslikePigments,Plasticizers,Molds and
Machines. This table acts as a Product Catalog to the
employee, so that the employee has all the information
handy while he is pitching to customer or lead. This table
also shows the status which helps the employee to check if
the product is currently available for sale or not.
Fig -7: List of product categories
Fig -8: List of products
7.5 Sales Transactions
Figure-9. shows us how to create new quotation for an
existing lead. As the quotation form is relevant to the lead,
the lead information is automatically retrieved. The” Select
Product” dropdown allows you to choose from a list of
products to add. To reduce human error, the product price
and packaging are automatically filled once the product is
selected. Aside from the” Nos,” the” +” and”-” buttons can be
used to increase or decrease the quantity of the goods.
A new product can be added by clicking the” Add Item”
button, which will generate a new row for the new product.
The cross button” x” beside each row can be used to
eliminate the rows. The” Approximate InvoiceTotal,”aswell
as the tax percentage, is calculated and displayed below
Fig -9: Quotation Generation
Fig -10: Sales Transactions List
7.6 Customer Management
Figure-11 shows the list of customers that have been added
by a user and the general module view for customer
management. Here list of all the customers is shown to the
Director i.e., Super Admin and other roles get a list of their
own customer assigned by the superior role or added by
themselves. In this table we can also search for thecustomer
using the search box present in the top right corner of the
table. The search can be performed on all the column fields
that are visible in the table

Fig -11: Customer List
Fig -12: Customer Details
Fig -13: Customer Call Details
Fig -14: Customer Appointment Details
7.7 Order Management
This module shows the order summary of the system. Here
all the orders from all the customers are shown so as to
quickly access the order information. The order information
includes Employee Name, Order Date and Time, Billing Firm
also Client Shipping Details like the address, contact details.
The Order information also includes the Dispatch Mode that
is the mode of shipment, Dispatch Date and Status of
dispatch. The Payment information includes the Transport
Payment, Approximate Invoice Total along with if the
payment conditions.
The Payment Condition includes the number of days, weeks
or months the customer will take to pay the Approximate
Invoice Total. For this there is a open field along with a drop
down to select the time that is days, weeks, and months.
There is also an option to select the payment type that is if
the customer has purchased the order on the form of credits
or if the customer has made some advance payment. This
keeps a record of all the payment-related activities done
with the customer so as to reduce human errors
7.8 Report Management
Figure-15 shows us the different types of reports generated
in the system. The reports consist of all the data requiredfor
the decision-making process. The main parameter includes
the “Lead Conversion Ratio” in the lead reports. Figure-16
shows us the lead report section and how reports can be
exported. These reports not only help in tracking the
company’s performance but alsotakeintointegrityofgetting
to know the performance of each and every employee
working in the company.
Fig -15: List of Reports
Fig -16: Lead Reports

This helps the company to decide if the employees are
working in the right direction and the decisions made on
behalf of the company by the employees are accurate
enough.
8. RESULTS
This CRM system follows a hierarchical pattern that
comprises of the ’director’ at the top most position.Thenthe
’manager’ who further takes control over the ’executives’.
Apart from these 3 roles, other roles can also be created to
assist the ’director’ or the ’manager’. However, this does not
break the hierarchical pattern that is maintained in the
system. Such a feature can help the organization to achieve
versatility in the roles. Managing enterprises’ leads and
customers is relatively easy because of lead management
and customer management. Conversion from lead to a
potential customer is properly tracked and their data is
readily available to the user. Product categories can be
efficiently filtered to understand which product belongs to
which category. Managing products can help the user to
better understand the availability of stock of products as
well as easily update the product details for future use.
Generating a quotation in this system has proven to be
hassle free. The quotation is extensively customizable and
can be quickly generated. Order history is effectively
structured with respecttocustomermanagementmodule.At
the same time, new orders can be accepted at any point of
time which can be further sorted out in their respective
customer details. Reports can be generated for any given
module.
9. FUTURE SCOPE
Since decades, CRM software as web - based applications
have always been at the forefront of many businesses’
database management. So, in order to prevent its extinction
in the industry, many different versions of CRM have been
developed to adapt to the changes that every business
undergoes. This adaptability with different businessesisnot
only possible with CRM, but it is also highly versatile. For
instance, if a business is already using a CRM system but are
in desperate need for an update, developers can create new
modules that adhere to the requirements of a business with
consideration of existing modules available to them.
Automation of modules can be one of the future additions
that will impact the CRM industry to bring forth the age of
new information system. Automation of modules is totally
dependent on the need of the businesses.
10. CONCLUSION
Overall goal of business to manage their leads and to
customize the classified work assignedtothemwassatisfied.
For every business success partially relies upon managing
the leads. In order to achieve that goal, the business should
have the knowledge on how to manage their leads. With
CRM, it helps to get in-depth information from the leads
regarding their experience and their requirements which in
turn can be applied in business to make more successful.
11. REFERENCES
[1] Jaideep Srivastava , Jau-Hwang Wang , Ee-PengLim,and
San-Yih Hwang, “A Case for Analytical Customer
Relationship Management,” DBLP ,May 2002.
[2] Juergen Schroeter, Man Mohan Sondhi ,” A Survey on
Customer Relationship Management,” IEEE , 24 August
2017.
[3] Maruthi Rohit Ayyagari,”A Framework for Analytical
CRM Assessments Challenges and Recommendations,”
Vol. 10 , No. 6 , June 2019.
[4] T.R.Thiruvenkatraj,” A Study on Customer Relationship
Management,” Volume 19, Issue 5. Ver. I (May. 2017).
[5] Francis Buttle, Stan Maklan,” Customer Relationship
Management: Concepts and Technologies,” May 9, 2019
by Routledge.

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