Eximee Case Repository

Eximee Case Repository It is the central repository of the bank's customer cases, serving as a common point of reference for all channels and applications supporting customer processes. Its main task is storing, sharing and tracking the history of contacts and case statuses regardless of which system they were initiated or carried out in.

Role and purpose

Eximee Case Repository serves as an integration and archiving layer, enabling a consistent view of statuses and case data from multiple sources. The repository collects data on 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 full 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 Case Repository

• Storing customer cases – persisting case data from various banking applications, regardless of technology and channel.
• Activity history log – 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 conforms to the common data schema (data model) used across the entire Eximee platform.
• Publishing 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 created in Eximee Low-Code Platform, as well as the bank's independent systems — can feed Case Repository with data. To do this, they must:

1. create an object compliant with the common data model,
2. publish it to the repository using an event-based mechanism (e.g. Apache Kafka).

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

Presentation and use of data

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

• displayed as a microfrontend in customer applications (e.g. online banking, mobile banking),
• embedded in bank employee applications (e.g. CRM, Contact Center, Back Office),
• made available to external systems via Eximee API.

This approach ensures 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 Case Repository,
3. made available to other modules and external systems in the form of a structured “Case” object.

The repository can be used both in online (display of active cases), as well as archive (history of completed cases).

Data model

Each record in 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 definitions of data 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 according to user and channel.
• Integration with Eximee Security Framework: inheritance of authorization rules from the platform.
• Audit: each publish and read operation is logged.
• Sensitive data encryption: TLS 1.2+ and integration with the bank's 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 (event-driven).
• 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 for all customer cases, regardless of which system or channel they were created in. As a result, it enables the creation of consistent customer views, process automation and increased service efficiency. It is the foundation for reporting, analytics and inter-channel communication in the architecture Omnichannel Banking.