CRM

CRM .
NET
Customer Relationship Management System
A Project for Components Programming and Middleware, SS 2004 07/01/2004
Christian Kochs Jan Schaffner Jan Schulz-Hofen Gaurav Singh
HASSO - PLATTNER - INSTITUTE for Software Systems Engineering
Customer Management: Challenges
Manage distributed Customer Data Serve multiple Users Ensure Consistency Store different Aspects for each Customer Profile
HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh
HASSO - PLATTNER - INSTITUTE
Structure of Presentation
Requirements and Scenario of Application
Architecture of System Technologies used Live Demonstration with Technology Workshop Development Process and Experiences
Outlook: Conceivable Extensions
Use Case Diagram (UML 2.0)

CRM System
Read Customer Information

extends extends
Edit Memo
extends extends *
Evaluate extends Import Pics from eRasm-Gallery
Manage Customers
* extends <<includes>> extends
Modify Customer Information

extends
extends Change Picture extends
User
extends Edit Contact Information
Import Outlook Contact Information
Add New Customer Authenticate

<<includes>> <<includes>> Enter Name
Remove Existing Customer
Manage Security Privileges

*
extends * * *
Add Component
Deploy Components
extends
Admin
Remove Component
Architecture of System
Multi-User-System Follows Model-View-Controller (MVC) Pattern Own Implementation of Naming Service (Registry) Distributed Architecture (.NET Remoting) Flexible Creation of Components (offered Functionalities)
Dynamic management of heterogeneous and distributed components Component Dynamics on both Client and Server GUI is deployed together with specific component, not in the client Each Component is responsible for its individual Data Storage
Compositional Structure (FMC)

Clients Server
Contact Data Evaluation Data
Contact Model
R
Evaluation Model
Memo Data
Dynamic Management of many heterogeneous and distributed Components which carry their own GUI and Data
View
R
R R
Memo Model
Image Data
Controller
R R R R
Image Model
R
View
R R
Registry
R
Customers
Registered Components
CRM Base
Class Diagram (UML 2.0)

Clients Server
Crm::View
-GuiExtensions : SortedList -EntryList : SortedList -Ticket : int +UpdateGuiExtensions() +UpdateTitleList() -ReadCustomer() -ModifyCustomer() -RemoveCustomer() -AddCustomer() * 1
Controller
-ModelList : SortedList -AuthenticatedSessions : Hashtable +ReadProfile() +ModifyProfile() +AddProfile() +RemoveProfile() +Authenticate() +GetTitlesForGui() +GetGuiExtensionsAsCoffList() : SortedList -UpdateModelList() 1
AbstractModel
#ClassBytes : byte[] #GUI_DLL_FILENAME : string #GUI_DLL_SIZE : int +AddAspect() +RemoveAspect() +ModifyAspect() +ReadAspect() +GetGuiExtensionAsCoff()
interface GuiExtensionInterface
+FetchBody() +PutBody() +GetContentType() +Clear()
MemoModel
+ReadAspect() +AddAspect() +RemoveAspect() +ModifyAspect()
ContactModel
+AddAspect() +RemoveAspect() +ModifyAspect() +ReadAspect()
ContactGuiExtension
+FetchBody() +PutBody() +GetContentType() +Clear()
MemoGuiExtension
1 +FetchBody() +PutBody() +GetContentType() +Clear()
Crm::Registry
+ModelsTable : DataTable +GetRegisteredModels() +RegisterModel() +UnRegisterModel()
CRM Base
Featured Technologies
Distribution and Communication via .NET Remoting:
Server Activated Object (SAO) Singleton Pattern Binary Formatter (Performance)
Dynamic Assembly Loading (of Components UIs) Data Storage: MS SQL Server, ADO .NET, J2EE-Entity-Beans Components implemented in C# and J# COM-Interop: Microsoft Office Integration Webservices via SOAP / XML
System Startup Sequence (UML 2.0)

Admin :Controller start :Registry start :ContactModel start register model User
CRM Base
Additional Model
synchronize customers data start register model
:WinAppView
start login dialog
synchronize customers data
confirm authentification session id
provide login/ password
request UI components get UI component deliver UI component get UI component deliver UI component
request customer list

CRM Base
Additional Model
:WinAppView
start login dialog
10
Customer Profile Data Structure: E/R-Diagram (FMC)

Modular Architecture of CRM .NET requires modular Design of Data Structure
CRM Base manages Customer Base Data (Profile Set) and object specific Security Privileges Each Profile consists of one or more Customer Aspects Aspects are managed individually by CRM .NET Components ContentType is Linking Element between Model, View and Controller
Aspect - ContentType - Body TextAspect Eval.Aspect ContactAspect Profile - Name - Security Privileges
ImageAspect
11

CRM Base
Additional Model
:WinAppView
start login dialog
12
Dynamic Assembly-Loading in .NET
13
Framework Comparison
Extending the GUI dynamically in Java
Defining a Classloader extending the abstract ClassLoader Class
14
Framework Comparison (contd.)

Extending the GUI dynamically in Java
Using the defined GuiExtensionLoader to load a Class
15
Multi-User Facility
Global Data Synchronization Lets open up a second View !
16
COM Interop fr Einbindung von MS Outlook (FMC)
.NETApplikation
.NET-Aufruf
COM-Aufruf
RCW
R R
COMObjekt
new()
Interop Marshaler (CLR)
Interop Assembly
Managed Code
Unmanaged Code
17
COM Interop
Create an Instance of the referenced COM-Component
Use of the Type Library Importer (tlbimp.exe) to create a .NET Interop Assembly containing the Metadata of the COM Type Library
tlbimp <COM-Component> <.NET Interop Assembly> / <Options>
At Runtime, the .NET CLR will create an RCW for each COM Object RCW serves as a Bridge to the Unmanaged Code
Translating calls consumes COM Interfaces Marshalling data Managing lifetime of the wrapped object
In Source Code:
18
Security Concept
User- and Group-based Authentication Item-based Authorisation
19
Authentication and Authorization (FMC Petri-Net) Authentication and Authorization (FMC Petri-Net)
Dynamics of Controllers Session Management
CRM .NET Client Application (View)
CRM .NET Base (Controller)

interface ControllerInterface +ReadProfile(in ID : int, in Ticket : AuthTicket) : Profile +ModifyProfile(in ID : int, in ProfileToModify : Profile, in Ticket : AuthTicket) : void +AddProfile(in ProfileToAdd : Profile, in TitleToAdd : string, in Ticket : AuthTicket) : void +RemoveProfile(in ID : int, in Ticket : AuthTicket) +Authenticate(in username : string, in password : string) : AuthTicket +GetFilteredCustomerList(in Ticket : AuthTicket) : CustomerList
Read reference auth. info from storage
Provide authentication info and request connection
else Auth Info correct
Generate and provide unique session ticket Store ticket and corresponding user identity in list in RAM
Store session ticket in RAM
Request operation (provide ticket and involved customer profile)
Main Cycle

else
20
Webservices: Talking to the J2EE-eRasm-Gallery
Client Proxy is required to access Webservice Proxy Class is generated from WSDL-File by a tool Proxy is instantiated in Client
21
Development Process and Experiences
Process Model applied: Extreme Programming (XP) Testing with NUnit Experiences with Tools
Microsoft Visual Studio 2003 .NET Subversion and Tortoise Client Microsoft (R) Web Services Description Language Utility Type Library Importer (tlbimp.exe) for COM-Interop
22
Outlook: Conceivable Extensions
Functionality
Stronger diversification within component hierarchy Additional administration frontend
Security
Extend our item-based authorization: Access Control Lists Possible to implement encryption-algorithm in additional remoting-layer
Performance
Improve caching algorithms Increase efficiency of in-memory data structures
23
Sources
Gosling, J., Yellin, F.: The Java Application Programming Interface, Vol. 1, Addison-Wesley, 1996 MSDN Library: msdn.microsoft.com The Code Project: www.codeproject.com Thai: .NET Framework Essentials, OReilly, 2001 The C# Corner: www.c-sharpcorner.com Hamilton, MacDonald: ADO.NET in a Nutshell, OReilly, 2003
24

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CRM .

Christian Kochs Jan Schaffner Jan Schulz-Hofen Gaurav Singh

HASSO - PLATTNER - INSTITUTE for Software Systems Engineering

Customer Management: Challenges

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

Requirements and Scenario of Application

Outlook: Conceivable Extensions

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

Use Case Diagram (UML 2.0)

Read Customer Information

Evaluate extends Import Pics from eRasm-Gallery

Modify Customer Information

extends Change Picture extends

extends Edit Contact Information

Import Outlook Contact Information

Add New Customer Authenticate

Remove Existing Customer

Manage Security Privileges

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

Compositional Structure (FMC)

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

Class Diagram (UML 2.0)

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

System Startup Sequence (UML 2.0)

synchronize customers data start register model

start login dialog

synchronize customers data

confirm authentification session id

provide login/ password

request customer list

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

System Startup Sequence (UML 2.0)

synchronize customers data start register model

start login dialog

synchronize customers data

confirm authentification session id

provide login/ password

request customer list

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

Customer Profile Data Structure: E/R-Diagram (FMC)

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE

System Startup Sequence (UML 2.0)

synchronize customers data start register model

start login dialog

synchronize customers data

confirm authentification session id

provide login/ password

request customer list

HPI, SS 2004: C.Kochs, J.Schaffner, J.Schulz-Hofen, G.Singh

HASSO - PLATTNER - INSTITUTE