Request channels
Data and process-ownership map
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DELIVERY PRACTICE · Automation
Connected enterprise systems
CRM, 1C, email, telephony and internal services integrated into a unified process.
Year2023Timeline15 weeksSales and services group · 9 systems
Initial situation
Internal process digitalization projects
A customer request crossed CRM, telephony, email and ERP with repeated data entry and spreadsheet-based status updates.
Architecture
Connected enterprise systems
Integration bus
API gateway and durable message queue
CRM and ERP
CRM, ERP, telephony and email integrations
End-to-end analytics
Exchange monitoring and KPI layer
Solution scope
Sales and services group · 9 systems
- Data and process-ownership map
- API gateway and durable message queue
- CRM, ERP, telephony and email integrations
- Exchange monitoring and KPI layer
Measured outcomes
Engineer’s comment
The key was a shared data model and retry policy rather than another point-to-point integration. One service failure no longer breaks the entire journey.
Customer testimonial
Each request now has one status and employees no longer copy the same data between systems.
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