Digital Business Support System

Contents…..
• ERP as a e-business Backbone
• Knowledge Tope App
• Information And Referral system
• Building Digital Business Application and Infrastructure
Why ERP??
•Solution to this is ERP
ERP

• ERP stands for Enterprise Resource Planning. It refers to a type of

software system that organizations use to manage and integrate core
business processes such as finance, human resources, procurement,
manufacturing, supply chain management, and customer relationship
management.

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• An ERP system typically consists of a suite of integrated applications
that collect, store, manage, and interpret data from various business
activities. This integration allows for seamless flow of information
across departments, enabling better decision-making, resource
planning, and efficiency across the organization. ERP systems are
often customizable to fit the specific needs of different industries and
businesses. They can be implemented on-premises or accessed
through cloud-based services.
Why ERP Is needed

• Enterprise Resource Planning (ERP) systems offer several advantages

that make them essential for many organizations:
• Integration: ERP systems integrate various business functions and
processes into a single system. This integration eliminates data silos
and ensures that different departments have access to consistent,
up-to-date information. For example, finance, inventory
management, sales, and human resources can all be interconnected
within an ERP system, facilitating smoother operations and decision-
making.
• Efficiency: By streamlining processes and providing centralized access
to information, ERP systems help improve operational efficiency.
Automation of repetitive tasks, such as data entry and reporting,
reduces manual effort and the potential for errors. This efficiency
translates into cost savings and increased productivity for the
organization.
• Data Accuracy: ERP systems promote data accuracy by maintaining a
single source of truth for business information. With standardized
processes and centralized data management, organizations can
reduce the risk of errors and inconsistencies in their data. This
accuracy is crucial for making informed decisions and complying with
regulatory requirements.
• Better Decision-Making: With real-time access to comprehensive
data and reporting tools, ERP systems empower decision-makers to
analyze trends, identify opportunities, and anticipate challenges
more effectively. Timely and accurate information enables informed
decision-making at all levels of the organization, leading to better
outcomes.
• Scalability: ERP systems are designed to support the growth and
scalability of organizations. They can adapt to changing business
needs and accommodate increased transaction volumes, users, and
complexity without significant disruption. This scalability ensures that
the ERP system remains relevant and valuable as the organization
evolves.
• Customer Satisfaction: ERP systems can improve customer
satisfaction by enabling faster order processing, accurate order
fulfillment, and responsive customer service. With integrated
customer relationship management (CRM) functionality,
organizations can better understand and meet customer needs,
enhancing loyalty and retention.
• Compliance: Many industries face regulatory requirements related to
data security, financial reporting, and industry-specific standards. ERP
systems often include features and controls to help organizations
comply with these regulations, reducing the risk of non-compliance
penalties and reputational damage.
Enterprise Has Departments…….
Before ERP
But sometimes it tends to……
And……
 Introduction……

• Enterprise-wide system which integrates the business

functions and processes of an org

• Integration of business functions into one

seamless app

• Replaces Countless Dept. & Workgroup Information

Systems

• Usually runs on a RDBMS

 SO…ERP IS
Enterprise:
A unit of economic organization or activity.

Resource:
An ability to meet and handle a situation.
Planning:
The establishment of goals, policies, and procedures for a social or
economic unit.

OR
An enterprise-wide set of management tools that balances
demand and supply containing the ability to link customers and
suppliers into a complete supply chain.
 Why ERP? Need of ERP
• ERP helps in managing data and information that is saves in
different database by integrating the traditional business
function.

• Proper implementation of ERP help to predict trends that

can be beneficial for future.

• Integration of various business department helps to

improve performance and increase efficiency.

• A successful ERP implementation helps to establish a

successful and efficient communication network.

• ERP can provides high quality service.

• It breaks down the walls and
Advantages of an
barriers within ERP System
a company.

Too, it removes the obstacles that

can be related to a differences in
geographical locations of external
resources. Internally and externally.
It Helps management to make better decisions

ERP’s information is very

Expected Sales
visible and up to the second. 1st Quarter 2019
5
4
Examples: Inventory
3
Mgmt., Financial Status,
2
Hiring
1
Training, Customer
0
Credit
 Advantages of an ERP System

• Transactions are processed efficiently and

quickly
ERP Processes Data Instantly!

The time that it takes for

Enter Shipping
information to be transaction
delivered within an
integrated system from
the resource to the Relational Database
target is instant! stores raw data

Data is
instantly
available
Provides a High Level of Customer
Service
Promotes Customer Loyalty
Major Reasons for Adopting ERP

• Integrate financial information

• Integrate customer order information
• Standardize and speed up operations
processes
• Reduce inventory
• Standardize Human Resources information
Potential Benefits of ERP

Internal Benefits
• Integration of a single source of data
• Common data definition
• A real-time system
• Increased productivity
• Reduced operating costs
• Improved internal communication
• Foundation for future improvement
Potential Benefits of ERP

• External Benefits
• Improved customer service and order fulfillment
(e.g. [Link])
• Improved communication with suppliers and
customers
• Enhanced competitive position
• Increased sales and profits
ERP MODULES
Plan generation

Receivable Purchasing

Shipping ERP Subcontracting

SYSTEM

sales Receiving

Stock order issue Payment

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ERP Architecture

• It is the layout of layers of application deployment

among servers ,desktops , interfaces and software
objects.
• The architectures are of different types.
• 2 tire and 3 tire architecture

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2 Tier and 3 Tier Architecture
• The two-tier is based on Client Server architecture.
The two-tier architecture is like client server
application. The direct communication takes place
between client and server. There is no intermediate
between client and server.

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3 Tier Architecture
• Three-tier architecture typically comprise
a presentation tier, a business or data access tier, and
a data tier. Three layers in the three tier architecture
are as follows:
• Client layer
• Business layer
• Data layer

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Web based architecture
• This architecture is also called as four tier architecture.

Client computers

Web architecture

Internet

Firewall

Web Server Business logic tier Database tier

Application Server Database server

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Web Architecture Contains:

• Web Server:
• A web server is a software application or hardware
device responsible for serving web content to clients
over the internet or an intranet. It responds to requests
from web browsers or other web clients and delivers
the requested web pages, files, or other resources.
• The Business Logic tier, also known as the Business
Layer or Application Layer, is a component of the multi-
tier architecture commonly used in software
development. It is responsible for implementing the
business logic of an application, which encapsulates the
rules, processes, and workflows that govern how data is
processed and manipulated within the system.
Database Tier

• In web-based architecture, the Database Tier refers to

the component responsible for storing, managing, and
retrieving data used by the application. It typically
consists of one or more database management systems
(DBMS) where structured data is organized and stored.
The Database Tier interacts with the other tiers of the
architecture to fulfill data-related requests from the
application's users or processes.
Advantage of web based
architecture

It helps a large number of end users to access a ERP

application across the world

It allows integration of ERP applications with the existing

system easily

It eliminates the need for expensive client software

It provides better to better system integration

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Service oriented architecture

• It is also known as object oriented software for different platforms.

• The service layer supports the ERP functional module .
• It helps in message interaction between any service consumer and
service provider.

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 service-oriented
• architecture
In the business world, where companies and people offer to
perform a service in exchange for money.
• Developers adopted the idea to create software services, which
are repeatable business activities performed by a software
program for the system’s users.
• Examples of services include invoicing and shipping as well as
managing orders. These services can be deployed on-premises
or over the web.
• Service-oriented architecture connects various applications and
services and facilitates the sharing of data in one system.
• An application's business logic or individual functions are
modularized and presented as services for consumer/client
applications

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service
• A service is a function that is well-defined, self-contained, and
does not depend on the context or state of other services.

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SOA

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Advantages of SOA

It offers business level software services across

heterogeneous platforms

It allows a modular structure across

application services

It supports the granular architecture and

authorization support

It reduces the hardware acquisition support

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Cloud computing
architecture
• It is software service that is provided over the
internet and is offered by service provider.

• It also helps to build customized application and

allow host these application.

• It is adapted by those organizations which do not

want to purchase , install and maintain the software
application

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Advantages of Cloud
Computing Architecture
It allows for organization to pay only for
subscription

It allows access to ERP application across the

world over the internet

It provides dynamic stability

It provides guaranteed reliability, as the

application maintained by service provider

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ERP IN E-COMMERCE

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ERP in E-COMMERCE
• A successful integration between an E-Commerce store and an
Enterprise Resource Planning (ERP) is not just the mere
exchange of data but also a flawless integration of the business
processes.

• There is a variety of ERPs that are designed to handle data

across various verticals such as technology, accounting &
finance, human resources, services, and manufacturing &
distribution.

• Basically businesses selling online are using ERPs at the

backend to handle Customer Information, Product Information,
Product Price, Inventory Management, Order Management,
Shipping, Tax, Payments Processing and so on.
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E-COMMERCE SUPPORT
SYSTEM

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 Advantage of ERP in E-
commerce
• It helps in handling the customer related issues more efficiently.
• It allows real time updates to handle the customer’s related query.
• Reduces human efforts thus saves time.
• Is effective and efficient in managing Inventory synchronization,
Customer Information, and Order Management.
• Automatically notifies the customer when the orders are out for
delivery, in real time
• Automatically updates the Product information, Product price, and
Quantity in E-Commerce sites.
• Acts as a centralized repository for maintaining the data in both
online and offline sales.
• Prevents duplication of data.

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 Advantage of ERP in E-
commerce
• Reduction in human errors in the integration process.
• Notifications will be sent in real-time to the customers.
• Duplication of data will reduce.
• Easy management and synchronization of customers
orders and details, inventory details.

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 ERP processing of Order
management
• When the customer places an order from the E-Commerce site,
following information will be displayed in ERP,
• Order Number
• Customer Information
• Product Information
• Quantity
• Shipping method
• Tax Calculation
• Coupon code (if applicable)
• Invoice information
• Payment method
• Decrease/increase in the inventory with respect to the quantity that the
customer purchased/cancelled.

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ERP processing of Order
management
Customer Information which will be stored in ERP ,
• Customer Name
• Customer Email
• Billing and Shipping Address
• Verify the other custom information like (if applicable)
• Apply for credit
• Apply for Tax Exemption
• PO# required

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Advantage of ERP in E-
commerce

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Advantage of ERP in E-
commerce

Handling Manage Provide Support

Inventory revenue in automated scalability
Levels real time customer to demand
updates

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Knowledge Tope Apps

• A knowledge-based app is an application designed to provide users

with access to information, learning resources, or tools to enhance
their understanding of various subjects or skills. These apps typically
offer a range of features to facilitate learning, such as:
• Educational Content: Knowledge-based apps often include articles,
videos, tutorials, or interactive lessons on specific topics. These
resources aim to educate users and expand their knowledge base.

• Quizzes and Assessments: Many knowledge-based apps offer quizzes,

tests, or assessments to help users gauge their understanding of a
subject matter. These interactive features can be used for self-
assessment and skill improvement.
• Personalized Learning Paths: Some apps utilize algorithms to create
personalized learning paths for users based on their interests, goals,
or proficiency levels. This approach allows users to tailor their
learning experience to their individual needs.

• Community Interaction: Certain knowledge-based apps foster

community interaction by enabling users to engage in discussions,
ask questions, or share insights with other learners. Community
features can enhance collaboration and peer-to-peer learning.
• Progress Tracking: To help users monitor their learning progress,
knowledge-based apps often include features for tracking
achievements, completing milestones, or earning badges and
rewards. These visual indicators can motivate users to continue
learning and reaching their goals.
Knowledge Tope Apps: ADVANATGES

[Link]: Knowledge-based apps provide access to

information and learning resources anytime, anywhere,
as long as users have an internet connection. This
accessibility enables users to learn at their own pace
and convenience, without being limited by time or
location constraints.
[Link]: These apps often offer a variety of learning
materials, including articles, videos, quizzes, and
interactive lessons, allowing users to choose the format
that best suits their learning preferences and styles.
Users can also customize their learning paths based on
their interests, goals, and proficiency levels.
[Link]-effectiveness: Many knowledge-based apps offer
free or affordable access to educational content,
making learning more accessible to individuals who
may not have the financial means to invest in
traditional educational resources or courses. This cost-
effectiveness reduces barriers to entry and
democratizes access to knowledge.
[Link]: Some knowledge-based apps use
algorithms and user data to personalize the learning
experience for individual users. By analyzing user
preferences, behaviors, and performance, these apps
can recommend relevant content, tailor learning paths,
and provide targeted feedback, enhancing the
effectiveness of learning outcomes.
[Link]: Knowledge-based apps often incorporate
interactive features such as quizzes, simulations,
games, and community forums to engage users and
facilitate active learning. These interactive elements
can increase user motivation, participation, and
retention of information, resulting in a more engaging
and enjoyable learning experience.
[Link]: Knowledge-based apps can reach a wide
audience of learners, regardless of geographical
location or demographic characteristics, making them
highly scalable. This scalability allows organizations to
efficiently deliver educational content to large numbers
of users and expand their reach without significant
overhead costs.
• Performance Tracking: Many knowledge-based apps
include features for tracking user progress,
achievements, and performance metrics. These
analytics provide valuable insights into user
engagement, learning outcomes, and areas for
improvement, enabling users and organizations to
measure success and adjust learning strategies
accordingly.
• Knowledge-based apps in e-commerce leverage
educational content and interactive features to
enhance the shopping experience, educate customers
about products, and facilitate informed purchasing
decisions. Here are some examples of how knowledge-
based apps are used in e-commerce:
[Link] Guides and Tutorials: E-commerce apps
may include guides, tutorials, or how-to videos to
educate customers about product features, benefits,
and usage. These resources help customers understand
how products work and how they can best meet their
needs.
[Link] Guides and Recommendations:
Knowledge-based apps can offer buying guides and
product recommendations based on customer
preferences, usage scenarios, or specific requirements.
These guides help customers navigate the vast array of
products available and make informed purchasing
decisions.
• User Reviews and Ratings: E-commerce apps often include user
reviews and ratings to provide social proof and help customers gauge
the quality and reliability of products. Customers can read reviews
from other buyers to learn about their experiences and make more
confident purchasing decisions.

• Product Comparison Tools: Some e-commerce apps feature product

comparison tools that allow customers to compare multiple products
side by side based on various attributes such as price, features,
specifications, and customer reviews. These tools help customers
evaluate their options and choose the product that best fits their
needs.
• Interactive Product Demonstrations: Knowledge-based apps may
include interactive product demonstrations or virtual try-on features
that allow customers to visualize and experience products before
making a purchase. These immersive experiences help customers feel
more confident about their buying decisions and reduce the
likelihood of returns.

• Educational Content and Buying Guides: E-commerce apps can offer

educational content such as blog posts, articles, or buying guides that
provide tips, advice, and recommendations related to specific
product categories or industries. This content helps customers learn
more about products and make informed decisions.
• Customer Support and FAQs: Knowledge-based apps may include
customer support features such as live chat, chatbots, or FAQs to
help customers find answers to their questions and resolve any issues
they encounter during the shopping process. These support
resources enhance the overall customer experience and increase
customer satisfaction.
Advantages of knowledge
base systems in e commerce
Better
customer
support

More
Mobile
online
friendly
content
Advanta
ges

Improve Improve
customer employee
experience onboarding

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Knowledge based system in
E-commerce

itrix24 Flowlu FreshDesk

ProProfs
Knowledge Zoho Desk
Base

10/10/2025 ERP MODULES 71

Bitrix24

CRM PM

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Communication
• Intranet,
• chat,
• videoconferencing,
• calendars,
• workspaces,
• documents,
• tasks and internal communication tools in one place!

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Task and Projects

• Gantt, Kanban, time tracking, workload planning, external users and

more

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Flowlu

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 CRM
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freshworks

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With Freshdesk, you can…

• Streamline all your customer conversations in one place

• Automate your repetitive work and save time
• Collaborate with other teams to resolve issues faster

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Proprofs

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10/10/2025 ERP MODULES 80
Information and Referral
system in
E-commerce
• An Information and Referral System in e-commerce is a
platform or feature designed to assist users in finding
relevant products, services, or information within the e-
commerce ecosystem.
[Link] Functionality: The system should offer
robust search functionality allowing users to input
keywords, phrases, or specific criteria related to the
products or services they are seeking.
[Link] Mechanism: It should include a referral
mechanism that suggests related or complementary
products/services based on the user's search history,
preferences, or browsing behavior. This can enhance
the user experience by providing personalized
recommendations.
[Link] and Filtering: Products and services
should be categorized logically, and users should be
able to filter search results based on various
parameters such as price range, brand, size, color, etc.
This helps users narrow down their options quickly.
[Link] Reviews and Ratings: Integrating user-
generated reviews and ratings into the system can help
users make informed decisions by providing insights
into the quality, reliability, and user satisfaction level of
the products or services.
• Integration with Customer Support: The system should seamlessly
integrate with customer support channels such as live chat, email, or
phone support to assist users with any queries or concerns they may
have during their search or purchase journey.

• Cross-selling and Up-selling Opportunities: The system can also be

utilized to promote cross-selling and up-selling opportunities by
suggesting additional items or upgrades that complement the user's
selected products or services.
• Analytics and Insights: It's essential to track user interactions and
behaviors within the system to gather valuable data and insights. This
data can be used to optimize search algorithms, improve product
recommendations, and enhance overall user satisfaction.

• Mobile Compatibility: Given the increasing prevalence of mobile

commerce, the system should be optimized for mobile devices to
ensure a seamless user experience across different platforms and
screen sizes.
Information and Referral system in
E-commerce
• A information and referral system helps to promote e business
which can boost sales and expand the customer base.
• It helps to identify need of people
• It helps to find appropriate service provider
• It helps to understands customer situation
• The system helps to promote products and services through
referral from existing or new customer.
• It can be done by
• Sharing link on social media
• Offering promo code
• Sending e-mails
• Inviting people

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Referral program metrics

Clicks/link refers to no. of

shared referral links

Referral
Participation Clicks /link conversion rate

Refers to no. f unique users It refers to the percentage of

who participate for certain the users who perform the
time desired action, once they have
10/10/2025 ERP MODULES been referred 87
Guidelines to create the
successful Referral Programs

Make the participation easily

Enforce simple rules

Offer appropriate reward
Offer an instant reward
10/10/2025 ERP MODULES 88
 Other E business support system

• Live chat software solutions

• Customer relationship management tools

• Supply chain management tools

• Help desk software solutions

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Building Digital business Applications

• A business application is a collection of components that provides a

business functionality that you can use internally, externally, or with
other business applications. You can create business applications of
individual components, which are related to each other.

• For example, Order Management, Inventory Management, and Billing

are business applications that might use individual components such
as a Java EE application server, LDAP, and a database that runs on the
Solaris server.
• Business application is a type of a custom collection. You can also
create the following types of custom collections:
• Collection, which is a group of any resources that you can select
according to your needs.
• Access collection, which is a collection that is used to control the
access to configuration items (CIs) and permissions to modify
configuration items. You can create access collections only when
data-level security is enabled.
• The following methods are provided for creating business
applications:
• By using grouping patterns in Data Management Portal.
• By using application descriptors.
• By using grouping patterns that are created with Java API and loaded
by the bulk load program.