Pryhoda A. Design and Development of a CRM System Based on Microservice Architecture

The dissertation is a comprehensive study on the modeling, development and application of a customer relationship management (CRM) information system based on microservice architecture. The relevance of the research topic is due to the need of enterprises for flexible digital solutions for automation of sales, communications and order support in the conditions of increasing complexity of business processes, integration with external services and increasing requirements for scalability and reliability of information systems. Monolithic approaches to building CRM complicate the controlled expansion of functionality, updating components without stopping the service and targeted scaling of subsystems. Microservice architecture provides a basis for building modular systems with autonomous services and intensive interaction through interfaces, however, its application requires reasonable decisions regarding decomposition, technological stack, life cycle organization, deployment and quality and security control. The purpose of the work is to study the principles of building a microservice architecture for web applications and develop a CRM system based on it for companies in the field of architectural visualization. The subject of the research is models and methods of design, development, testing, ensuring fault tolerance, reliability and security, deployment, containerization and orchestration, and assessing the quality of a CRM system based on a microservice architecture. The theoretical and methodological basis of the research is modern approaches to the architectural design of web-oriented information systems, engineering practices for building microservices, and methods for ensuring software quality. The methods used are system analysis, comparative analysis of technologies, modeling of architecture and business processes, design of data structures and component interaction scenarios, as well as experimental approaches to testing the performance of implemented services in a containerized deployment environment. The dissertation forms a coherent theoretical basis for choosing a microservice paradigm in the development of CRM systems and identifies its practical advantages and limitations from the standpoint of change management, scalability and support. The analytical part of the study is focused on the subject area of architectural visualisation and 3D modeling companies. It is determined that for such companies, CRM should provide not only the classic functions of managing customers and agreements, but also support the order life cycle with recording changes, participant roles, project parameters and communication results that affect the timing and quality of work. The practical part of the work includes the design of a microservice CRM system, including an architectural model, a description of the interaction of components and the formation of information support. The conceptual model of the system is based on the domain division of functions and data, which aligns the structure of services with the operational needs of the business in the field of architectural visualisation. The composition of key information flows, reference data and indicators necessary to support order management processes, customer relations and internal company activities has been determined. A prototype of a CRM system based on a microservice architecture was implemented with the allocation of basic functional components that support typical work scenarios: user registration, order creation and notification processing. Architectural models in the form of a component diagram and a sequence diagram capture a consistent scheme of service interaction and the logic of business event flow. The class diagram and the deployment diagram reflect the structure of domain entities and the placement of components in the execution environment, providing a formalised description of the system implementation. The implementation stage includes containerised deployment of the prototype in a local environment, initial database filling and reproduction of typical usage scenarios. Functional testing includes checking the correctness of interface responses, data validation, error handling and monitoring the compliance of the system behavior with the declared business logic. Prerequisites for further evaluation of operational characteristics, in particular performance and scalability, have been formed, and the direction of integration readiness for the use of Power BI class analytical tools as a source of management reporting has been determined. The practical value of the results obtained lies in the possibility of using the proposed architectural and technological solutions as a reference basis for the development of microservice CRM systems in subject areas with intensive event interaction. The proposed structure and approaches to assessing quality and reliability can be used during the design and modernisation of corporate information systems