In the contemporary e-commerce landscape, customer data is frequently distributed across multiple disconnected and heterogeneous systems, preventing staff at all levels from obtaining a unified, real-time view of customer information. This fragmentation results in inconsistent service delivery, poor personalization, and ineffective decision-making. The proposed system addresses this challenge by designing and developing a Unified Customer Relationship Management (CRM) platform built on a microservices architecture. The platform consolidates customer profiles, transaction histories, membership details, loyalty rewards, and behavioral patterns into a single, role-sensitive interface accessible to administrators, store managers, and customer-facing consultants. A fine-grained, role-based access control mechanism governs the visibility and editability of data for each user category. An event-driven integration layer ensures near real-time synchronization of customer data across heterogeneous backend systems, while a distributed in-memory caching layer guarantees low-latency response times during peak operational periods. Scheduled background synchronization tasks handle data ingestion from external systems that cannot be directly connected to the platform. The proposed solution demonstrably enhances customer engagement, improves operational efficiency, reduces service resolution times, and enables data-driven decision-making across the retail enterprise. Performance evaluations confirm that the system meets latency, throughput, and availability targets under realistic load conditions.
Srivarshini et al. (Wed,) studied this question.