Abstract

LOSAVIO, FRANCISCA; ORTEGA, DINARLE; PEREZ, MARÍA  and  GONZALEZ, MARTHA. Modeling a CRM system with an EAI* frameworkModelado de un sistema crm utilizando un framework para eai. Rev. Fac. Ing. UCV [online]. 2006, vol.21, n.2, pp.39-55. ISSN 0798-4065.

Some Enterprise Architectures and Information Systems frameworks can be used to model different aspects of Enterprise Application Integration  EAI). Considering several of these frameworks and in particular the approaches proposed by the Brown’s Conceptual Model of Integration and the Integration Views of Sandoe, we have defined an EAI Framework (EAIF), expressed as a standard UML model. Its main contributions are on one hand, to unify concepts and terminology related to integration aspects and on the other hand to model the main features related with processes, services, mechanisms and people involved in business integration. Moreover, EAIF can be used within the enterprise to help integration project managers. The main goals of this work are: - present the EAIF specification, which complements the standard UML model, and - experiment the modeling of the processes, services, mechanisms and people of a CRM (Customer Relationship Management) system using the specification to  llustrate the EAIF instantiation process. The application to the case study allowed the detection of inconsistencies in the definition of some of the CRM integration processes and the corresponding services suggesting changes in business strategies.

Keywords : EAI; EAIF; EA; frameworks; CRM; IS.