Eximee Case Repository

Eximee Case Repository is the central repository of bank customer cases, serving as a common reference point for all channels and applications supporting customer processes. Its main task is to store, share and track the history of contacts and case statuses regardless of which system they were initiated or executed in.

Role and purpose

Eximee Case Repository serves as an integration and archiving layer, enabling a consistent view of case statuses and data from multiple sources. The repository collects data about all customer interactions with the bank — both those handled automatically by systems and those carried out by employees. This makes it possible to:

• preserve the complete history of the customer's cases,

• build a consolidated “360°” view of the customer,

• present current statuses and activities regardless of the service channel.

Functional scope

Main functions of the Case Repository

• Storage of customer cases – recording data about cases originating from various banking applications, regardless of technology and channel.

• History register of actions – recording all actions performed by users and systems in the context of a specific case.

• Data aggregation – combining information from Eximee BPMS processes, forms, APIs and external systems.

• Unified data model – each case object complies with a common data schema (data model) used across the Eximee platform.

• Publication of case data – exposing case information for display in various channels, e.g. CRM, online banking or back-office applications.

Operating principles and data integration

Any applications supporting customer processes — both those created in Eximee Low-Code Platform, as well as bank-independent systems — can feed the Case Repository with data. To do this, they must:

1. create an object compliant with the common data model,

2. publish it in the repository using an event mechanism (e.g. Apache Kafka).

The repository operates based on an event-driven architecture, which allows status updates and events to be processed in real time and propagated to all interested systems.

Presentation and use of data

The list of a customer's cases, together with their business statuses, can be:

• displayed as a microfrontend in client applications (e.g. online banking, mobile),

• embedded in bank employee applications (e.g. CRM, Contact Center, Back-Office),

• made available to external systems via the Eximee API.

This approach provides a consistent user experience and central access to information about all customer processes.

Architecture and information flow

Eximee Case Repository is a central element of the platform's information architecture. Case data:

1. are created in various components (BPMS, Forms, API, Customer Panel, Service Zone),

2. are aggregated and published in the Case Repository,

3. are made available to other modules and external systems in the form of a structured “Case” object.

The repository can be used both in online (presentation of active cases), and archival (history of closed cases).

Data model

Each record in the Eximee Case Repository has a unified data model containing, among others:

• case identifier (Case ID),

• customer data and product context,

• status and process stage,

• metadata (creation, update, closure dates),

• a list of events and actions,

• links to documents and processes (BPMN, Forms).

The model is consistent with the data definitions stored in Eximee Data Model Runtime, which enables seamless integration between components.

Security and access

• Authorization: based on domain roles and organizational context.

• Availability: control of case visibility with respect to the user and channel.

• Integration with the Eximee Security Framework: inheritance of authorization rules from the platform.

• Audit: every publish and read operation is recorded.

• Encryption of sensitive data: TLS 1.2+ and integration with the bank KeyVault.

Key features of Eximee Case Repository

• Central repository for all customer cases.

• Support for data from multiple sources – Eximee processes and external systems.

• Unified data model (Case Data Model).

• Event-driven architecture.

• Support for microfrontends and multichannel integration.

• Full security and audit.

• Scalability and high availability.

• Compliance with the Omnichannel approach.

Summary

Eximee Case Repository is a key integration element of the Eximee ecosystem. It provides a central source of truth about all customer cases, regardless of which system or channel they were created in. This enables building consistent customer views, automating processes and increasing service efficiency. It is the foundation for reporting, analytics and communication between channels in the Omnichannel Banking.