Integration of CRM Systems with Payment Gateway

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1 1 Integration of CRM Systems with Payment Gateway Niketa Singhal, Research Scholar, Computer Science & Engineering, ITM, Bhilwara. ABSTRACT CRM (Customer Relationship Management) is a system that manages all of a company's relationships and interactions with its customers, and gives it a single view of the client across the organization. Authorization of payments for e-businesses is done by payment gateway which is an e-commerce application service provider.this paper attempts to introduce that:- There are many existing and future channels of communication between customers and suppliers. Channels can range in type from telephone calls, faxes, direct mail and physical meetings to s, web forms and on-line demonstrations. When customer uses e-channel for communication and places an order then CRM systems, with the aim of to achieve the loyalty of customer, provide a comprehensive, easy to use and most secure payment solutions to the customers. Integration with payment gateways protect credit card details by encrypting sensitive information, such as credit card numbers, to ensure that information is passed securely between the customer and the merchant and also between merchant and the payment processor. Keywords: Payment Gateway, Customer Relationship Management, PayPal, Payment Procedure INTRODUCTION CRM as a strategy means managing customer relationships and involves tracking and collecting relevant information on consumers of products and services with the aim of understanding their behavior and needs in order to develop a stronger relationship. E-commerce allows customers to sit in their homes and buy goods from all over the world. Similarly allows Merchant to sell their products to all over the world from home. Most of the population is using online payments. There is need of a secure online payment gateway PRELIMINARIES 1. Online customer: A customer is an entity who will buy products by making payments in timely manner. 2. Merchants: A merchant is a seller who will receive payments made by customer. 3 Banks: Two banks are involved. 4 Client bank: Client bank holds client s bank account and validate customer during account registration. 5 Merchant bank: Merchant bank holds merchant bank account. It is responsible of management, fraud control etc. 6 Payment Gateway: A payment gateway is connected to all customers, merchants and banks through Internet and responsible for the speed and reliability and security of all transactions that take place. PAYMENT PROCESS In the payment process there are five participants: 1. Customer 2. Server (e-payment Gateway) 3. Client Bank 4. Merchant Bank 5. Merchant 1. Customer places the order on the website and it is sent to the merchant's web server in the encrypted format and encryption is done by using SSL (Secure Socket Layer) encryption. 2. The transaction details are then forwarded to the concerned payment gateway. 3. The transaction information is then passed to the merchant's acquiring bank by the payment gateway. 4. Merchant's acquiring bank then forwards the transaction information to the issuing bank(one that issue the credit card number to the customer). 5. Then the card issuing bank sends a response back to the payment gateway. The response include whether the payment has been approved or declined. In case of declination the reason is also sent to the payment gateway. 6. The response is then forwarded by the payment gateway to the merchant's server. At merchant's server the response is encrypted again and is relayed back to the customer. This allows the customer to know that whether the order has been placed successfully or not.

2 2 Figure 1:- Payment Process FRAMEWORK OF PAYMENT GATEWAY: There are five participants: 1. Customer 2. Server (e-payment Gateway) 3. Client Bank 4. Merchant Bank 5. Merchant Online Customer will connect to e-payment gateway through Internet. Gateway will connect to the Bank and check whether its bank accounts are enough to buy the required product. Online customer can also visit Merchant s website through Gateway. The payment gateway has systems in place to interact with various banks, clearing houses, credit card companies and other financial institutions. In online credit card payment mechanism, an organization performs the credit card processing on behalf of merchants. Such an organization-the payment processor-allows the merchants to link to its website and processes credit cards for them. Such a company hosts the payment webpage that prompts the customer to enter credit card information. Once the customer enters all details and completes payment transaction, the payment processor verifies these details and then redirects the customer back to the merchant's webpage. Figure:-Framework of Payment Gateways

3 3 FLOW OF INFORMATION IN PAYMENT GATEWAY ARCHITECTURE OF PAYPAL PAYMENT GATEWAY The PayPal API uses a client-server model in which our website is a client of the PayPal server. An action on a PayPal API server is initiated by the page on our website by sending a request to the server. The PayPal server responds with a confirmation that the requested action was taken or indicates that an error occurred. The response might also contain additional information related to the request. The following diagram shows the basic requestresponse mechanism. Some of the features, such as Express Checkout, require us to call multiple API operations. Figure:- Flow Chart Of Payment Gateway Typically, these features requires:- [1] Invoke an API operation, such as Set Express Checkout, that sets up the return URL to which PayPal redirects your buyer s browser after the buyer finishes on PayPal. Other setup also can be performed by this API operation. [2] Invoke additional API operations after receiving the buyer s permission on PayPal, for example, Get Express Checkout Details or Do Express Checkout Payment. Figure:- Execution Flow between our Site and Paypal

4 4 INTEGRATION OF CRM SYSTEMS WITH PAYMENT GATEWAY By integrating CRM systems with payment gateway when the customer sends request for order placement the payment webpage prompts the customer to enter credit card details such as the card number, expiration date, the name of the person, as it appears on the card. Once the customer enters all details and completes the payment transaction, the payment processor verifies these details and then redirects the customer back to the merchant's webpage. The advantage of integrating CRM systems with payment gateway is that it is very easy to set up. The merchant is free from the issues of setting up SSL at their website and worrying about the privacy of the customer's credit card details. Figure:- Integration of CRM Systems With Payment Gateway

5 5 EXPERIMENTAL RESULTS Our proposed system of integration of CRM systems with payment gateways will provide various features like:- 1. It reduces the geographical barrier. 2. Businesses will be done 24*7. 3. We can easily access worldwide market with easy money transfer. 4. It will provide high security in payments 5. It will increase performance. 6. It will provide high reliability. 7. It will increase the speed. 8. It will save time. 9. There will be less paperwork. CONCLUSIONS AND FUTURE WORK Online payment gateways are used in our country but they are not very secured. This proposed integration of CRM systems with payment gateways architecture is made secure by the implementation of secure socket layer. If this system is to be implemented in big and large companies then to achieve high gain, integration of CRM systems with mobile payment gateway is required. REFERENCES [1]Ailya Izhar, Aihab Khan, Malik Sikandar Hayat Khiyal, Wajeeh Javed, Shiraz Baig Designing and Implementation of Electronic Payment Gateway for Developing Countries April 30,2011. [2] t -gateway accessed on 20 Dec 2012 (DATE) [3] Book cryptography and network security: Principles and practice by William stalling 3rd edition, vol: 7, August 2004 [4] Book web technologies by Godbole, Achyut S Godbole, Atul kahate 5th edition. [5] cmd=_ rendercontent&content_id=developer/e_howto_api _NVPAPIBasics accessed on 20 Dec 2012(DATE).