Customer Experience Hub - Business Capabilities

Service Overview: The Customer Experience Hub provides unified customer-facing capabilities including order tracking, delivery notifications, self-service portals, preference management, and omnichannel communication to enhance end-customer satisfaction.

Architecture: API Gateway Pattern with BFF (Backend for Frontend) Technology Stack: Spring Boot 3.2, PostgreSQL, Redis, Apache Kafka, React, Mobile SDKs Domain Model: Customer-centric aggregates with preference-driven personalization

L1: Unified Customer Engagement

L1.1: Strategic Value

• Customer Satisfaction: 4.5+ CSAT score across touchpoints
• Transparency: Real-time visibility into order lifecycle
• Self-Service: 70% issue resolution without agent contact
• Loyalty: 25% increase in repeat customer rate

L2: Core Capabilities

L2.1: Order Tracking & Visibility

• Real-time order status updates
• Shipment tracking integration
• Estimated delivery time (EDT) predictions
• Proactive delay notifications

L2.2: Self-Service Portal

• Order modification (before fulfillment)
• Delivery preference management (date, time, location)
• Return initiation and label printing
• Address book and payment management

L2.3: Omnichannel Communication

• Multi-channel notifications (SMS, email, push, WhatsApp)
• Channel preference management
• Chatbot integration for common queries
• Escalation to human agents

L2.4: Personalization & Preferences

• Delivery instruction management (gate codes, safe drop)
• Communication frequency preferences
• Product preferences and favorites
• Accessibility accommodations

Key Metrics

• CSAT score: 4.5+
• Self-service resolution rate: 70%
• Notification delivery rate: 99.5%
• Portal active users: 60% of customer base

Performance Targets

• Order status query: < 300ms
• Notification delivery: < 5 seconds
• Portal page load: < 1 second
• System availability: 99.95%