📘 FULL DOCUMENTATION

Customer 360

A comprehensive guide to the Customer Engagement Platform for banks. This covers all menu sections, architecture, entity relationships, workflows, and frequently asked questions.

Customer 360 Banking CEP · v1.0.0 · April 4, 2026

Table of Contents

🏦 Overview

• What is Customer 360?

• Getting Started

📋 Menu Sections

• Dashboard

• Staff Management

• Departments & Teams

• Roles & Access

• Calendar

• File Manager

• Customers

• Segments

• Customer Groups

• Campaigns

• Products & Subscriptions

• Partners

• Locations

• Offer Builder

• Leads

• My Contacts

• Notes

• Pulse

• Import / Export

• Audit Log

• Email Template Builder

• User Profile

• Settings

• Workspace

🏗️ Architecture

• Microservices Overview

• Authentication Process

🔗 Entity Relationships

• Full Entity Map

• Key Relationships

⚙️ Workflows

• Onboarding a New Customer

• Converting a Lead to a Customer

• Launching a Campaign

• Sending an Email Campaign via Template

• Using Global Search

❓ Frequently Asked Questions

• General Questions

🏦 Overview

What is Customer 360?

Customer 360 is a unified Customer Engagement Platform (CEP) built specifically for banks and financial institutions. It integrates staff management, CRM, campaign management, a product catalog, a partner network, and workspace tools into a single application with role-based access control.

💡 Tip: Think of Customer 360 as the operational hub of your branch or bank: every employee—from a teller to the branch manager—works with the same data in a unified interface.

Core Features

• 360° Customer profiles with segments and groups

• Lead pipeline management with customer conversion

• Multi-channel campaign engine with a Kanban board

• Role-Based Access Control (RBAC) across all modules

• Outlook-style calendar for meetings and events

• File manager for uploading, viewing, and sharing

• Directory of bank partners and branch locations

• Multilingual offer builder (Armenian, Russian, English)

• Personal workspace: notes, contacts, and leads

• Audit log for compliance—every action is recorded

Who uses the system?

Getting Started

Logging In

Open the application URL and log in with your corporate email and password. In the demo environment, employee accounts have already been created.

Navigation

All navigation is located in the left sidebar. It can be collapsed into an "icons-only" mode using the arrow at the bottom. The "Workspace" section is a collapsible submenu containing leads, contacts, and notes.

💡 Tip: Press Ctrl+K (or Cmd+K on Mac) anywhere in the application to open the global search palette. Enter at least 2 characters to search across all entities.

Theme and Language

Use the sun/moon icon in the top bar to toggle between light and dark themes. Click the flag icon to switch the language between English and Russian. Both preferences are saved to your session.

📋 Menu Sections

Dashboard

The Dashboard is the main screen displaying real-time key metrics across the entire platform.

• Total customers, active leads, open campaigns, and partners

• A feed of recent activities from the audit log

• Quick action buttons: create customers, leads, campaigns

• Today’s calendar events

• Staff performance summary

💡 Tip: The Dashboard automatically aggregates data from all microservices upon loading. Manual refreshing is not required.

Staff Management

Manage all employee accounts. Administrators can create, edit, deactivate, and assign roles.

• Search by name or email

• Filter by role (Administrator, Manager, Retail, Marketing)

• Filter by status (Active / Inactive)

• Employee profile featuring an avatar, department, and phone number

• Assign single or multiple roles to a user

• Activate or deactivate without deleting

⚠️ Warning: Only users with the Administrator role can create or modify employee accounts. Deactivated users cannot log in, but their action history is preserved.

Departments & Teams

Organize the internal structure of the bank by creating departments and teams. Employees are assigned to teams, and teams belong to departments.

• Create departments (e.g., Retail Banking, Corporate, Compliance)

• Create teams within each department

• Assign employees to teams

• View team composition and headcount

Bank
├── Retail Banking Department
│   ├── Yerevan Branch Team
│   └── Gyumri Branch Team
├── Corporate Banking Department
│   └── Corporate Clients Team
└── Marketing Department
    └── Digital Campaigns Team

Roles & Access

The platform utilizes Role-Based Access Control (RBAC). Each employee can hold one or multiple roles. Roles are defined at the system level and can be customized.

💡 Tip: A user can hold multiple roles simultaneously. For example, a branch manager can hold both MANAGER and COMPLIANCE roles.

Calendar

An Outlook-style calendar for scheduling meetings and reminders. Each employee has a personalized calendar view.

• Views: Day, Week, Month

• Create events with a title, description, start, and end time

• Assign events to specific users

• Color-coded event categories

• Upcoming events widget on the dashboard

File Manager

Upload, organize, and share documents internally. Ideal for storing contracts, KYC documents, campaign materials, and internal memos.

• Upload files of any type (PDF, DOCX, images, etc.)

• Built-in preview for images and PDFs

• Search files by name

• Filter by type or upload date

• File metadata: size, uploader, date

⚠️ Warning: Files are stored on the server. In the demo environment, file records persist between restarts, but the actual file content may be cleared.

Customers

The primary CRM module. Each customer card provides a 360° profile: personal data, products, subscriptions, segment affiliation, and notes.

• Search by name, email, phone, or account number

• Filter by segment (VIP, PLUS, STANDARD, BASIC)

• Filter by status (Active, Inactive)

• Customer page: personal details, products, subscriptions, history

• Assign customers to segments and groups

• Create manually or via lead conversion

ENTITY: Customer

Segments

Customer segments are dynamic, rule-based groupings used for targeting. They automatically include customers who meet specific criteria.

• Segments: VIP, PLUS, STANDARD, BASIC (and custom)

• Criteria: income bracket, product count, account age, activity

• Segments are used directly in campaigns and offer targeting

• Customer count within a segment updates in real-time

💡 Tip: Use segments as a "single source of truth" for targeting, and then generate groups from segments for specific, one-off campaigns.

Customer Groups

Groups are static or semi-static collections of customers intended for one-off targeting or campaign assignment.

• Create manually or from a segment snapshot

• Generate by partner type or device type

• Add and remove individual customers

• Synchronize group composition with its source segment

• Assign groups to campaigns as target audiences

Campaigns

The campaign engine orchestrates multi-channel marketing and sales campaigns, featuring a Kanban task board to track execution.

• Campaign types: SMS, Email, Push, Call, Cross-sell

• Kanban board with columns: To Do, In Progress, In Review, Done

• Assign tasks to specific employees

• Campaign audience: Group or Segment

• Track status: DRAFT → ACTIVE → COMPLETED

• Schedule start and end dates

Campaign Lifecycle

[DRAFT] ──► [ACTIVE] ──► [COMPLETED]
   ↑           |
creation   tasks move along Kanban
               |
          [To Do] → [In Progress] → [Review] → [Done]

Products & Subscriptions

The product catalog contains all banking products available for subscription. Customers are linked to products via subscriptions.

• Product types: CARD, LOAN, DEPOSIT, ACCOUNT, INSURANCE, INVESTMENT, OTHER

• Product fields: name, type, description, interest rate, term, fee, currency

• Customers can subscribe to multiple products

• Subscriptions: status (ACTIVE/SUSPENDED/CANCELED), start/end dates, applied offer

• Assign offers to subscriptions via the Offer Builder

Partners

Manage the bank's partner network: merchants, insurance companies, loyalty programs, fintech providers, and others.

• Partner types: MERCHANT, INSURANCE, LOYALTY, FINTECH, TELECOM, RETAIL, OTHER

• Fields: company name, contact person, email, phone, website, status

• Toggle Active/Inactive status

• Partner data is used when generating customer groups based on partner type

Locations

A directory of all bank branches, ATMs, and service points.

• Types: BRANCH, ATM, SERVICE_POINT

• Fields: name, city, address, phone, operating hours, coordinates

• Status: Active/Inactive

• Filter by city or type

Offer Builder

Create multilingual promotional offers and assign them to product subscriptions. Offers are edited simultaneously in Armenian, Russian, and English.

• Name and description in 3 languages (HY, RU, EN)

• Discount type: percentage or fixed amount

• Validity period: start and end date

• Assign an offer to a specific subscription

• Toggle Active/Inactive status

💡 Tip: The Offer Builder is designed with compliance in mind—all language variants are edited together, eliminating the risk of incomplete localization.

Leads

Leads are potential customers who have not yet completed the onboarding process. Manage them through a sales pipeline with status tracking.

The "Convert" action creates a new customer card from the lead's data and links them.

My Contacts

My Contacts is a personal address book for each employee, separate from customer CRM records. Store personal and professional contacts with deep links to messengers.

• Contact types: PERSONAL, BUSINESS, COLLEAGUE, VIP, PARTNER, FAMILY, OTHER

• Fields: name, email, phone, company, title, notes

• Messengers: Quick links for WhatsApp, Telegram, Viber

• Toggle between grid and list views

• Search and filter by type

• Each user only sees their own contacts

Notes

A Google Keep-style note board for personal and shared records. Notes can be kept private or shared with specific colleagues.

• 8 color options for visual organization

• Title, content, and tags for each note

• Privacy: Private (only you) or Shared (selected colleagues)

• Pin notes to the top of the list

• Filters: All, Private, Shared

• Search by title, content, and tags

• Responsive masonry grid layout

💡 Tip: Use pinned notes for daily reminders. Use tags to group related notes—they are easily discoverable via search.

Pulse

Pulse is the team's internal feed—a LinkedIn-style social layer for bank employees. Here, any employee can share updates, announcements, tips, and achievements with the entire organization.

• Post text updates and URLs — links are auto-detected and made clickable

• Like any post with one click — the heart icon toggles your like

• Comments — expand any post to read and add comments

• Delete your own posts and comments from the feed

• Reverse-chronological feed with relative timestamps

• Avatars feature initials and a persistent color per user

• Publishing form expands on focus with a character counter (max 3,000)

• Press Ctrl+Enter to submit a post without using the mouse

💡 Tip: Pulse is ideal for bank-wide announcements, compliance reminders, quarterly goals, and welcoming new hires.

Import / Export

The Import / Export page provides tools for mass data management of customers and partners. Use the entity toggle at the top of the page to select the desired data type.

Importing Customers

1. Navigate to Import / Export → select Customers → Import tab.

2. Drag and drop a .csv file or click to browse.

3. Review the automatically mapped columns and the preview table.

4. Click Import — rows containing existing emails are skipped automatically.

5. Review the final summary: Created, Skipped, Errors.

💡 Tip: Download the sample template from the upload screen to ensure your column headers are correct. The parser also accepts variations like First Name, first_name, and firstname.

Exporting Customers

• Export All — downloads every customer in the system.

• Export by Segment — select a segment and download its members.

• Export by Group — select a group and download its assigned customers.

• Segment Definitions — exports segment metadata.

• Group Definitions — exports group metadata along with customer counts.

Importing and Exporting Partners

Toggle to Partners at the top of the page to import or export partner data. Deduplication is performed based on the name field (case-insensitive). Export filters are available for partner type and status.

⚠️ Warning: Exports are generated on the client side using live API data. For very large datasets, downloading may take a few seconds.

Audit Log

Every create, update, and delete action performed by staff is recorded in an immutable audit log for compliance and security purposes.

• Captures: user, action (CREATE/UPDATE/DELETE), resource type, resource ID, timestamp

• Filter by user, action type, and date range

• Table format is ready for export

• Cannot be altered or deleted by anyone

• Actions resulting in 4xx/5xx HTTP errors are not logged

⚠️ Warning: The audit log is a compliance tool. All successful write operations across all modules are logged automatically—manual logging is not required.

Email Template Builder

The Email Template Builder allows you to create, manage, and preview reusable HTML email templates for campaigns. Templates support dynamic variables that are populated at the time of sending.

Creating a Template

1. Navigate to "Email Templates" in the sidebar.

2. Click "New Template".

3. Enter a name and select a category (Marketing, Transactional, Notification, Newsletter, Other).

4. Write a subject line — supports variables like {{firstName}}, {{lastName}}, {{email}}.

5. Design the email body using the visual editor or paste custom HTML.

6. Click "Preview" to verify the output before saving.

7. Save the template — it is immediately available for use in campaigns.

Supported Variables

Template Categories

• Marketing — promotional offers, product announcements

• Transactional — account statements, payment confirmations

• Notification — alerts, reminders, system messages

• Newsletter — monthly digests, branch news

• Other — miscellaneous emails for any task

💡 Tip: Use the "Preview" button to check your layout before publishing the template. The preview renders the HTML exactly as an email client will display it.

⚠️ Warning: Templates are globally shared across all employees—any user with access can edit or delete them. Give your templates clear, descriptive names (e.g., "April 2026 — VIP Promo") to avoid confusion.

User Profile

Every employee has a personal profile page accessible via the avatar in the top right corner of the sidebar. The profile contains contact details, work information, and security settings.

Editable Fields

• Full Name — displayed in greetings, Pulse posts, and the audit log.

• Email — used for login and notifications (must be unique).

• Phone — optional direct contact number.

• Job Title — displayed on profile cards.

• Department & Team Assignment — managed by an administrator or manager.

• Avatar — upload a photo (JPEG/PNG, max 2MB); initials serve as a fallback.

Changing Your Password

1. Open your profile page.

2. Scroll down to the "Security" section.

3. Enter your current password, then enter your new password twice.

4. Click "Update Password".

5. You remain logged in—re-authentication is not required.

💡 Tip: Your display name (used in greetings and Pulse posts) is pulled from the "First Name" field. Keep it updated so colleagues can easily recognize your posts.

Settings

The settings page provides system configuration parameters for administrators, as well as personalization controls (theme and language) for all employees.

Theme

Toggle between light and dark themes using the switch on the settings page or at the bottom of the sidebar. Your chosen theme is persisted between sessions via localStorage.

Language

Switch the interface language between English (EN) and Russian (RU) at any time from the settings. All menu labels, form fields, buttons, and documentation update instantly without a page reload.

Admin-Only Settings

• Password Policy — minimum length and complexity requirements for new accounts.

• Audit Retention — retention period for audit events (demo: unlimited).

• Data Reset — reload demo data without restarting services.

• Mail Gateway — configure the outbound SMTP server for campaigns.

💡 Tip: Language and theme changes are instantaneous and personal—they do not affect other users' sessions.

⚠️ Warning: Administrator settings impact the entire system. Changes take effect immediately and cannot be undone via the UI.

Workspace

The "Workspace" section in the sidebar consolidates all personal productivity tools: Leads, My Contacts, Notes, and Pulse. These tools are user-centric—data is tied to your account by default.

💡 Tip: Think of the Workspace as your personal desk within the banking platform. The CRM (Customers, Campaigns) is the shared office; the Workspace is your private corner.

🏗️ Architecture

Microservices Overview

Customer 360 is structured as a microservices monorepo. Each service is an independent NestJS application utilizing its own in-memory MongoDB database. All external requests route through the API Gateway.

Browser / Frontend (React + Vite)
           :5000
             │
             ▼
┌─────────────────────────────┐
│ API Gateway                 │
│ /api/v2/* :3001   │
│ JWT Validation              │
│ Request Routing             │
└─┬────┬────┬────┬────┬───────┘
  │    │    │    │    │
  ▼    ▼    ▼    ▼    ▼
Auth User Role  Org Calendar
     :3002-3006
             │
           File :3007
             │
         Customer :3008
(customers, leads, contacts,
notes, segments, groups,
campaigns, products,
subscriptions, partners,
locations)
             │
           Audit :3009

Authentication Process

1. User enters email + password.

   ↓

2. Gateway → POST /auth/login → Auth Service (validates credentials against hashed password).

   ↓

3. Auth Service issues a JWT (payload: { sub, email, roles }).

   ↓

4. Frontend stores the token in localStorage.

   ↓

5. All subsequent requests include: Authorization: Bearer <token>.

   ↓

6. Gateway validates the JWT on every request, extracts the user context, and forwards it to the target service.

💡 Tip: JWT tokens encode the user's roles within the payload. A database lookup is not required on every request—permissions are resolved on the client side using the decoded token.

🔗 Entity Relationships

Full Entity Map

Employee ────────────┬──► Department
                     │
                     └──► Team
                     │
                     ├── creates ──► Customer ────────┬──► Segment (tag)
                     │                                ├──► Group (membership)
                     │                                └──► Product Subscription
                     │                                │
                     │                                └──► Offer
                     │
                     ├── manages ──► Lead ────────────► Customer (upon conversion)
                     │
                     ├── owns ─────► Contact (personal book)
                     │
                     ├── writes ───► Note ────────────► shared with employees
                     │
                     ├── creates ──► Campaign ────────┬──► Group (audience)
                     │                                │
                     │                                └──► Tasks (assigned to staff)
                     │
                     └── logins ───► Audit Event (every write action)

Partner ──────────────────────────────────────────────► Group (generation by partner type)
Location ─────────────────────────────────────────────► (used in customer data)

Key Relationships

Customer ↔ Segment

A customer's segment is a single tag (VIP, PLUS, STANDARD, BASIC) stored on their profile. Changing the segment immediately moves the customer into a different targeting bracket.

Customer ↔ Group

Groups function as a many-to-many relationship. A customer can belong to multiple groups; a group can contain many customers. Groups serve as the target audiences for campaigns.

Lead → Customer

When a lead is converted, a complete customer card is generated from the lead's data. The lead's status changes to CONVERTED, and the associated customerId is saved.

Campaign ↔ Group

A campaign targets a Group or a Segment. The target dictates who receives the campaign's communications.

Note ↔ Employee

Notes have an owner (userId) and an optional sharedWith array containing the userIds of recipients. Private notes are visible only to the owner. Shared notes appear for all specified recipients.

⚙️ Workflows

Onboarding a New Customer

1. Navigate to Customers → click "New Customer".

2. Fill out: Full Name, email, phone, segment, account number.

3. Save the customer card.

4. Open the customer's profile page.

5. In the "Products" section, click "Add Product" → select from the catalog → save.

6. If necessary, create a subscription and apply an offer via the Offer Builder.

7. Assign the customer to relevant groups.

8. The creation event is automatically recorded in the audit log.

Converting a Lead to a Customer

1. Navigate to Workspace → Leads.

2. Create a lead with contact details and product interest.

3. Move the lead through the pipeline: NEW → CONTACTED → QUALIFIED.

4. Once ready to convert, open the lead and click "Convert to Customer".

5. The system automatically generates a customer card using the lead's data.

6. The lead's status updates to CONVERTED, linking to the newly created customer.

7. Continue onboarding: assign products, a segment, and groups on the customer page.

Launching a Campaign

1. Define the target audience: create a segment or generate a group.

2. Navigate to Campaigns → "New Campaign".

3. Specify: title, type (SMS/Email/Push/Call/Cross-sell), target group, and dates.

4. Save as DRAFT.

5. Open the campaign → go to the Kanban board.

6. Create tasks for each operational step and assign them to employees.

7. Move the campaign status to ACTIVE.

8. Employees complete their tasks, moving cards across the Kanban columns.

9. Once all tasks are finished, change the campaign status to COMPLETED.

Sending an Email Campaign via Template

1. Navigate to "Email Templates" → create a new template or select an existing one.

2. Set a subject line with variables: e.g., "Exclusive offer for {{firstName}}".

3. Write the email body with a clear call-to-action and personalization variables.

4. Click "Preview" to ensure the HTML renders correctly.

5. Save the template.

6. Navigate to Campaigns → open an active campaign.

7. Click "Send Email" on the campaign details panel.

8. Select the saved template from the dropdown menu.

9. Click "Send" — the system will deliver the email to the campaign's target group.

10. Review the sending history from that same campaign panel.

💡 Tip: Templates using {{firstName}} personalization consistently outperform generic emails. Always utilize at least the first name variable in the subject line.

Using Global Search

1. Press Ctrl+K (or Cmd+K on Mac) from any screen.

2. Type at least 2 characters.

3. Results appear grouped by entity type in less than 500ms.

4. Use the ↑/↓ arrow keys to navigate the results.

5. Press Enter to navigate to the selected record's page.

6. Press Esc or click outside the box to close it.

Global search queries all 10 entity types simultaneously: Customers, Leads, Contacts, Staff, Products, Campaigns, Partners, Locations, Segments, and Groups.

❓ Frequently Asked Questions

General Questions

Is data saved between restarts?

In the demo environment, all data is stored in in-memory MongoDB databases. Data is lost upon restarting, but all seed data is automatically reloaded on boot. File metadata is saved to the disk and survives restarts. In a production deployment, a persistent MongoDB Atlas cluster or a self-hosted database is used.

How many users does the system support?

The platform has no hard limits on the number of users. The demo environment seeds 14 users. In a production environment with a persistent database, the system can support thousands of concurrent users.

Can an employee hold multiple roles?

Yes. Role assignment is a many-to-many relationship. If necessary, a user can hold the Admin, Manager, and Retail roles all at once.

What languages does the interface support?

The application UI supports English and Russian. Additionally, the Offer Builder supports Armenian (HY) for writing promotional copy.

Is the audit log tamper-proof?

At the application level, yes: there are no API endpoints available to delete or modify audit events. In the underlying MongoDB, a database administrator with direct access could alter records, which is why direct database access must be restricted in production.

How does global search work?

The API Gateway sends 10 parallel requests to all microservices simultaneously during a search. Results are normalized into a standard format (id, title, subtitle, url) and grouped by entity type. Each service returns up to 6 matches. Under typical conditions, the entire operation completes in under 500ms.

Can notes be shared with external users?

No. Notes can only be shared with employees who have active accounts in the system. The selection dropdown displays all employees retrieved from the User Service.

What happens if I convert a lead that already has a customer card?

The conversion endpoint creates a new customer card without running deduplication checks. It is highly recommended to search the lead's email against existing customers prior to conversion to prevent duplicate entries.

How are offers applied to subscriptions?

First, create an offer in the Offer Builder. Next, open a customer's subscription record and select the offer from the dropdown menu. The offer details (discount, validity period) are then attached to the subscription record.

Can data be exported?

Yes. The Import / Export page (located under CRM) supports CSV imports and exports for customers and partners. For customers: export all, by segment, by group, or export metadata. For partners: export all, by type, or by status. Switch between entities using the buttons at the top of the page.

How do I change the interface language?

Navigate to Settings (the gear icon in the sidebar) and select EN (English) or RU (Russian) under the "Language" section. The change is instantaneous—all labels, buttons, menus, and even this Documentation page will switch without requiring a page reload.

How do I switch between the light and dark themes?

Use the theme toggle in Settings or at the bottom of the sidebar. Your preference is saved in your browser and persists across sessions. Theme settings are independent for each user.

Can email templates be reused across multiple campaigns?

Yes. Templates are saved centrally and can be accessed from any campaign via the "Send Email" panel. A single template can be reused for an unlimited number of mailings. Editing a template after sending will not affect emails that have already been dispatched.

What is the difference between Segments and Groups?

A Segment is a customer's singular tag (VIP, PLUS, STANDARD, BASIC): every customer belongs to exactly one segment. A Group is a named collection of customers that can be curated manually, by segment, by partner type, or by loyalty program. A customer can belong to numerous groups simultaneously. Campaigns utilize Groups as their target audiences.

How do I update my profile or change my password?

Click your name or avatar in the top right corner of the sidebar to access your profile page. From there, you can update your name, phone number, job title, and avatar. Scroll down to the "Security" section to change your password. Changes are saved immediately.

What happens to notes when an employee is deleted?

Notes are tied to the userId. If an account is deleted, private notes remain in the database but become inaccessible via the UI. Shared notes created by the deleted employee will continue to be visible to the recipients they were shared with.

NOTE: the price is for the full ownership for the product with all rights 

Customer 360 Banking CEP · 2026