Development of a Cost-Optimized Customer Engagement and Partner Portal with Data Archiving and Integration Capabilities

The organization faces performance issues due to legacy CRM systems constrained by limited data storage capacity, leading to inefficient customer and lead management. Additionally, the company manages numerous regional partners and franchisees whose access to customer data is unstructured and costly, impacting operational efficiency and compliance amid evolving legal jurisdictions.

A global financial organization with a large customer base and multiple regional operations seeking to modernize their CRM and partner engagement systems.

• Implement scalable data storage solutions to handle millions of records without performance degradation, utilizing large data archiving techniques.
• Design and develop a cost-effective partner portal within the existing CRM ecosystem to facilitate partner access, collaboration, and management at a significantly reduced licensing cost.
• Automate customer request processes and enable real-time activity tracking to improve service quality and internal operations.
• Ensure compliance with varying regional legal requirements through adaptable system configurations and ongoing updates.
• Establish seamless integrations with external systems such as message brokers for real-time event processing and communication channels.

• Large data archiving mechanism utilizing big data storage objects to enable millions of records without performance decline
• Automated data lifecycle management including periodic deletion of inactive records and automatic restoration upon reactivation
• A customized partner portal for affiliates and franchisees with secure, role-based access to customer, lead, and activity data
• Tools for executing calls, sending emails/SMS, creating auto-tasks, and viewing reports within the partner portal
• Logic for tracking the origin of customer referrals and adjusting processes based on partner-specific requirements
• Automated request handling system for customer inquiries, increasing automation rates to around 50%
• Real-time event tracking and notifications for enhanced operational visibility

• Message broker system (e.g., Kafka) for real-time event tracking and data processing
• Email/SMS communication services for outbound messaging
• Internal or external systems for data synchronization and restoration of archived records
• Legal compliance modules to adapt configurations based on regional regulations

• System scalability to support millions of customer and lead records without performance loss
• High data retrieval and processing speed to ensure real-time updates and activity tracking
• Compliance with international data protection regulations (GDPR and region-specific laws)
• Secure access controls to protect sensitive customer and partner data
• System availability and reliability aligned with enterprise standards

The project aims to significantly reduce storage and licensing costs—by up to 75%—while enhancing CRM performance and operational efficiency. Automated processes and real-time tracking will improve customer service responsiveness, and the partner portal will foster deeper collaboration with affiliate networks. Overall, these improvements are expected to boost sales management effectiveness, ensure legal compliance across regions, and provide scalable infrastructure to support future growth.