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CRM Architecture Assesment (1)

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Aj Mahesh
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35 views5 pages

CRM Architecture Assesment (1)

Uploaded by

Aj Mahesh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Overview

The architecture is designed using a distributed, multi-tiered approach that seamlessly


integrates various systems and services to support business operations. At the forefront are the
customer-facing interfaces, including a call center and a customer portal, which serve as the
primary points of interaction for customers. These interfaces are underpinned by the core
business logic, managed through a robust CRM system that handles essential customer
relationship management tasks. The architecture also includes backend services, which consist
of a legacy database, a Vehicle Information Service hosted on AWS Cloud, and a Customer
Accounting System provided as a SaaS solution. To ensure seamless communication and data
exchange between these components, an integration layer featuring an API interface is
employed, enabling efficient and secure connectivity across the entire system

Key Highlights

Integration
Use of APIs and Service Interfaces for Loose Coupling:

The architecture is designed with a strong focus on loose coupling, a best practice in system
integration. By utilizing APIs and service interfaces, the architecture ensures that each
component remains independent and self-contained. This separation allows for individual
components to be updated, replaced, or scaled without affecting the overall system. Loose
coupling enhances the flexibility and maintainability of the architecture, making it easier to adapt
to new business needs or technological advancements.

API Interface Layer for Mediation:

A dedicated API Interface layer is implemented to act as a mediator between the CRM system
and other integrated components, such as legacy databases, cloud services, and third-party
applications. This layer is crucial for managing the interactions between these diverse systems,
ensuring that data and commands are transmitted efficiently and securely. By abstracting the
complexities of the underlying systems, the API Interface layer provides a unified point of
communication, simplifying the integration process and enabling a more streamlined and
coherent interaction across the architecture
.
Use of REST APIs to Enable Interoperability:

The architecture leverages RESTful APIs, employing standard methods like GET and POST to
enable seamless interoperability between different systems. REST APIs are chosen for their
simplicity, scalability, and ability to support communication between systems with varying
technologies. This standardization ensures that the various components can exchange
information in a structured and predictable manner, promoting a more cohesive and efficient
system. The use of REST APIs also supports future expansion, as additional systems or
services can be integrated with minimal effort.

Data Management
Distributed Data Across Multiple Systems:

Data within the architecture is stored across a variety of systems, including the CRM, legacy
databases, and cloud-based services. This distribution allows each system to manage its data
according to its specific requirements and optimizes the overall performance and scalability of
the architecture.

Unified Data Retrieval for a Cohesive User Experience using orchestrators:

The architecture is designed to retrieve and consolidate data from these various sources,
ensuring that users are presented with a unified and consistent view of information. This
approach enables the system to deliver comprehensive insights by seamlessly integrating data
from different systems into a single, coherent interface.

Cloud
Utilization of AWS Cloud for Vehicle Information Services:

The architecture incorporates AWS Cloud for hosting Vehicle Information Services,
demonstrating a strategic adoption of cloud technologies. This approach enhances scalability,
reliability, and access to advanced cloud features.

SaaS-Based Customer Accounting System:

The Customer Accounting System operates as a SaaS solution, further capitalizing on cloud
capabilities. This setup reduces the need for on-premises infrastructure, providing flexibility,
ease of maintenance, and the ability to quickly adapt to changing business needs.

Security
The Logical Architecture diagram outlines several important security measures to ensure robust
protection across the system:

OAuth 2.0 for API Authentication:

The architecture employs OAuth 2.0 as a standard protocol for securing API authentication.
OAuth 2.0 provides a secure method for applications to access resources on behalf of a user
without exposing their credentials. This protocol is widely recognized for its ability to safeguard
user data and ensure that only authorized applications can interact with the system's APIs.
Client Authentication with Client ID and Secret:

To further strengthen security, the architecture implements client authentication using a Client
ID and Secret. This method ensures that only verified clients can access the system, adding an
additional layer of protection. The Client ID acts as a unique identifier, while the Secret functions
as a password, both of which are required to establish a secure connection between the client
and the system.

VPC Peering for Secure Cloud Connections:

VPC Peering is utilized to establish secure and private connections between different cloud
environments within the architecture. By using VPC Peering, data can be transmitted securely
across cloud services without traversing the public internet, significantly reducing the risk of
unauthorized access or data breaches. This ensures that communication between cloud-based
components is both secure and efficient, maintaining the integrity and confidentiality of the data.

Workflow
The Business Workflow Architecture.presents the following

Clear Process Flows for Customer Interactions:

The architecture clearly outlines the step-by-step workflows that guide customer interactions,
ensuring that each process is logically structured and easy to follow. These workflows are
designed to streamline customer engagement, making it easier for both the business and the
customers to navigate various services and inquiries.

Comprehensive Coverage of Call Center and Self-Service Portal Scenarios:

The architecture is designed to accommodate different customer interaction scenarios, including


those through the call center and the self-service portal. It carefully maps out the distinct
processes for each channel, ensuring that whether a customer is seeking assistance via a call
center representative or using the self-service portal, their experience is seamless and
consistent. This dual approach ensures that all customer needs are addressed efficiently,
regardless of the channel they choose to engage with.

Modernization
The architecture effectively integrates legacy systems, such as the Legacy Database (Legacy
DB), with modern cloud services, reflecting a strategic and gradual approach to modernization.

Integration of Legacy Systems with Modern Cloud Services:


By combining legacy systems with cloud-based solutions, the architecture allows the
organization to leverage the strengths of both traditional and modern technologies. The Legacy
Database, which likely houses critical historical data and supports long-standing business
processes, is maintained within the architecture to ensure continuity and stability. This
integration ensures that existing investments in legacy technology are preserved while still
benefiting from the advancements and scalability offered by cloud services.

Gradual Modernization Approach:

The architecture’s design indicates a deliberate, phased approach to modernization. Instead of


attempting a complete overhaul, which could be risky and disruptive, the organization is
incrementally incorporating modern cloud technologies alongside existing systems. This
strategy minimizes operational risk, reduces downtime, and allows for a smoother transition by
enabling the legacy systems and cloud services to coexist and complement each other. As the
modernization progresses, the architecture can continue to evolve, gradually shifting more
functions to the cloud as the organization’s needs and capabilities grow.

Balancing Innovation with Stability:

This approach highlights a balance between embracing innovation and maintaining stability.
While the modern cloud services introduce new features, improved performance, and greater
scalability, the legacy systems provide a proven and reliable foundation. By integrating these
elements, the architecture supports current operations while positioning the organization to take
full advantage of emerging technologies in the future.

Summary
Strengths
Modular Design:

● Simplifies maintenance and updates by allowing changes to individual modules without


affecting the entire system.
● Facilitates streamlined updates and adaptations to new technologies or business
requirements.

Cloud and SaaS Solutions:

● Provides scalability by adjusting resources based on demand, accommodating growth


and increased loads.
● Reduces infrastructure management by shifting hardware maintenance to cloud
providers, allowing focus on optimizing system performance.
Integration and API-Based Communication:

● Emphasizes integration through APIs, enabling seamless interaction and data exchange
between system components and external services.
● Ensures efficient and standardized communication, supporting system adaptability and
future expansion.

Security Considerations:

● Implements robust security measures, such as OAuth 2.0 for API authentication and
VPC Peering for secure cloud connections.
● Focuses on protecting data and maintaining system integrity and confidentiality.

Opportunities/Recommendations

Adopt Microservices Architecture:

● Enhances modularity and scalability by breaking down the system into smaller,
independent services.
● Allows for independent scaling and easier maintenance, with updates affecting only
specific services.

Explore Event-Driven Architecture:

● Enables real-time updates and dynamic data handling by triggering changes based on
events.
● Improves responsiveness and operational efficiency across systems.

Implement Centralized Identity and Access Management (IAM):

● Streamlines security and access control by managing user identities and permissions
from a single point.
● Ensures consistent security policies and simplifies user management.

Consider Data Replication or Caching:

● Enhances performance by reducing data retrieval times and minimizing load on primary
data sources.
● Data replication duplicates data across locations, while caching stores frequently
accessed data in memory.

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