Event-Driven CRM Architecture for Real-Time Order Fulfillment and Product Provisioning
DOI:
https://doi.org/10.15662/IJEETR.2024.0602020Keywords:
Event-Driven Architecture, Customer Relationship Management, Asynchronous Processing, Order Fulfillment, Product Provisioning, Event Reliability, IdempotencyAbstract
CRM systems today need to have a dependable, scalable and responsive integration system to allow real time order fulfillment and product provisioning on heterogeneous enterprise platforms. The recommended event CRM reference architecture is proposed in the suggested Configure, Price, Quote (CPQ), Enterprise Resource Planning (ERP/SAP), MuleSoft, Salesforce, Platform Events and provisioning CRM reference architecture. The architecture offers an integration process with a weak, yet consecutive, process of commercial set up and enterprise processing being followed by release of CRM events and subsequent activation of downstream services. Asynchronous processing overcomes the direct system dependency, agility on workloads, and capability of the services of the provisioning to deal with business events independently. There are also event reliability processes in the structure and controlled retries, idempotent processing and failure-handling methods to minimize redundant actions and recovery of the ad hoc integration errors. Explicit events-state management and reconciliation cover eventual consistency, observability features imply a system boundary traceability by correlation identifiers, structured logs, metrics, and distributed tracing. The architecture also takes into account the issues of distributed transactions, where compensating actions and coordinated transitions of states are stressed instead of a single, atomic transaction being used through all the participating platforms. The proposed reference architecture offers a strategic foundation of determining integration resiliency, operational transparency, scalability and provisioning appropriateness in enterprise CRM environments
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