Tutorials System Design Tutorial
Enterprise CRM Architecture — Complete Guide
Enterprise CRM Architecture — Complete Guide: free step-by-step lesson with examples, common mistakes, and interview tips — part of System Design Tutorial on Toolliyo Academy.
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System Design Tutorial · Lesson 98 of 100
Enterprise CRM Architecture
Basics ✓ → Scale ✓ → Interview
Interview · 3 — Case studies · ~10 min · Module 10: Real-World System Design Projects
What is this?
CRM architectures unify customer profiles, interactions, and workflows — often with a system of record plus engagement channels.
Why should you care?
ShopNest support, sales, and marketing need one customer timeline without five conflicting databases.
See it live — copy this example
Sketch the architecture on paper. These lessons focus on concepts and trade-offs.
Profile service (SoR)
Interactions: tickets, calls, chats as events
Channels: email/SMS/push via providers
Consent flags gate outreach
Lesson: event timeline + strict consentRun Example »
This lesson uses terminal or setup steps. Run commands on your computer — the live editor appears on coding lessons.
What happened?
- One profile identity; interactions append as events.
- Consent blocks illegal outreach.
- Integrations wrap providers behind interfaces.
Practice next
- Define ShopNest customer id as SoR key.
- Append support tickets as events.
- Check consent before campaigns.
- Dedupe profiles with merge tool.
- Realtime ticket events to agent UI.
Remember
Single profile SoR. Interaction timeline. Consent enforced.
Unified ShopNest customer 360
Support sees orders + tickets in one timeline.
Outcome: Faster resolution, fewer duplicate contacts.
Interview prep for this lesson
Practice these questions aloud after reading—each links to a full structured answer.
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