Hermann Alvino

ACME Pharma-CRM Technical presentation

These presentations are based on a scenario described at the beginning. Names of Seller, Products and Customer are fictitious; rest of elements corresponds with different real business and technical situations.

ACME

CRM

ACME-CRM topology ACME-CRM SFA 3-tier model

ACME-CRM topology
Front-Office (CRM) Call Center Channels Face to Face Web Customer Employee Partner E-Mail Fax WAP
Web Server Gateway Firewall

ACME

CRM

eCommerce Analitics Employee ...

Db CRM DW Analiics

Sales Field Service Marketing ....

Stakeholder

Chat
Phone

Procurement

.... Projects SW Library HHRR

Legacy Db Inventory Finance HHRR,

Inventory
Finance Administration

Encript, LDAP

Logistics Back-Office (ERP)

Client

Web Servers

Application Servers

Database Servers

ACME-CRM SFA 3-tier model(1/3)

Presentation Client
Tick UI (dedicated) Thin UI (browser)

ACME

CRM

Web Server Application Server

Objects: logic, business rules

Database Server

Data

Database

ACME-CRM SFA 3-tier model(2/3)

DHTML:

ACME

CRM

Activex Applets

Javascript html CCS

Presentation Client
Tick UI (dedicated) Thin UI (browser) IE, Mozilla, Firefox (browser)

Object X: Data Methods

PhP

Web Server
Enterprise Java Microsoft

Application Server
SQL

Microsoft, Sun, IBM, Apache, Solaris, MS CRM, Oracle & Siebel, SAP,

Objects definition: logic, business rules

Object Y: Data Methods

Object Z: Data Methods

Database Server

Data Model

w v

Database
r

ACME-CRM SFA 3-tier model(3/3)

Mobile (thick) Client Web (thin)Clientbrowser

ACME

CRM

Local Database

Gateway
Web engine Web Server Application Server Object Manager Server Components File System Database Server

Database

ACME

CRM

Thank you