CRM Technical Integration Scenarios

Lead Management System Scenarios

Contact Import & Data Processing

Scenario: Bulk Lead Import from Multiple Sources

Example: Marketing team imports 5,000 leads from DistribuTECH trade show CSV, 2,000 from webinar platform API, and 1,500 from LinkedIn campaign export simultaneously or they upload 5 lakh contacts upfront

Checks and balance - data formats -> mapping -> data quality -> data enrichment (contact information) (validation of data)--- out of scope for phase 1 , will take care in phase 2

Test Case: System processes all imports without data corruption, maintains source attribution, completes within 10 minutes
Expected: Duplicate detection across sources, data validation, import status tracking, rollback capability on failure

Scenario: Real-time Lead Capture During High Traffic

Example: Viral blog post generates 500 form submissions per minute for 2 hours straight
Test Case: All leads captured without loss, form response times under 3 seconds, database remains responsive
Expected: Auto-scaling infrastructure, queue management, graceful degradation messaging

Scenario: Excel File Corruption During Import

Example: Marketing manager uploads corrupted Excel file with mixed data types in phone number column (some text, some numbers, some formulas)
Test Case: System detects corruption, shows detailed error report, allows field-by-field correction
Expected: Data validation with specific error messages, preview before commit, partial import capability

Lead Scoring & Routing Engine

Scenario: Real-time Score Calculation Under Load

Example: 1,000 leads engage with email campaign simultaneously (opens, clicks, downloads), triggering score recalculations
Test Case: All score updates complete within 30 seconds, lead routing happens automatically, no calculation conflicts
Expected: Async processing queue, score change audit trail, routing rule prioritization

Scenario: Scoring Algorithm Update Mid-Campaign

Example: Data team deploys new scoring model while 500 leads are actively being processed in nurture campaigns
Test Case: Existing leads complete with old algorithm, new leads use new algorithm, no score corruption
Expected: Version control for algorithms, gradual rollout capability, A/B testing framework

Scenario: Lead Assignment Conflicts

Example: Two sales reps simultaneously claim the same hot lead that just hit score threshold of 100
Test Case: Only one rep gets assigned, other gets clear notification, audit trail shows assignment logic
Expected: Database locks, conflict resolution rules, transparent assignment logic

Campaign Management System Scenarios

Email Campaign Execution

Scenario: SendGrid API Failure Mid-Campaign

Example: Sending 10,000 email campaign, SendGrid API goes down after 3,000 emails sent
Test Case: System detects failure, switches to backup provider (Amazon SES), resumes from exact stopping point
Expected: Provider failover within 2 minutes, no duplicate sends, complete delivery tracking

Scenario: Campaign Personalization at Scale

Example: Email to 15,000 leads requires dynamic content insertion: company name, industry, recent download, and personalized subject lines
Test Case: All emails personalize correctly, sending completes within 30 minutes, tracking URLs work properly
Expected: Template processing optimization, merge field validation, performance monitoring

Scenario: A/B Test Execution with Uneven Split

Example: A/B testing subject lines on 5,000 lead campaign, but database query returns different lead counts for test groups due to recent imports
Test Case: System auto-balances groups, maintains statistical validity, handles mid-test lead additions
Expected: Dynamic group balancing, sample size calculations, test integrity monitoring

Multi-Channel Campaign Coordination

Scenario: Cross-Channel Engagement Tracking

Example: Lead receives email (opens), visits website (downloads whitepaper), attends webinar, then sales rep calls
Test Case: All touchpoints attributed correctly, engagement score updates in real-time, sales rep sees complete history
Expected: Universal lead tracking, cross-system data sync, unified engagement timeline

Scenario: Campaign Frequency Capping

Example: Lead qualifies for 3 different campaigns running simultaneously: product launch, webinar invite, and monthly newsletter
Test Case: System enforces max 2 emails per week rule, prioritizes by campaign importance, reschedules lower priority
Expected: Global frequency management, priority-based scheduling, suppression list management

Scenario: Time Zone Optimization Across Regions

Example: Global campaign targeting water utilities in US (3 time zones), Canada (6 time zones), and Australia (3 time zones)
Test Case: Each lead receives email at optimal local time (9 AM their timezone), delivery spreads over 24 hours
Expected: Timezone-aware scheduling, send time optimization, delivery window management

Analytics & Reporting Engine Scenarios

Real-time Dashboard Performance

Scenario: Executive Dashboard During Peak Usage

Example: Monthly board meeting, 10 executives simultaneously access dashboards showing 2M+ records of campaign data
Test Case: Dashboards load within 5 seconds, data refreshes every 30 seconds, no performance degradation
Expected: Cached query results, pre-aggregated data tables, progressive loading

Scenario: Complex Attribution Calculation

Example: Closed deal worth $250K had 15 touchpoints across 6 months: 3 emails, 2 webinars, 1 trade show, 4 website visits, 5 sales calls
Test Case: Attribution algorithm processes all touchpoints, assigns weighted credit, updates ROI calculations in real-time
Expected: Multi-touch attribution engine, configurable attribution models, audit trail for calculations

Scenario: Custom Report Generation Under Load

Example: Marketing manager generates complex report analyzing campaign performance by industry, geography, and lead source for Q4 data
Test Case: Report generates within 2 minutes despite processing 500K records, allows export to Excel/PDF
Expected: Optimized query execution, background processing, report status tracking

Data Synchronization & Integrity

Scenario: PostHog Event Tracking Failure

Example: PostHog service experiences 4-hour outage, missing analytics events for 2,500 user interactions
Test Case: System queues events locally, replays to PostHog when service recovers, no data loss
Expected: Event queuing mechanism, retry logic, data consistency validation

Scenario: Lead Data Corruption Detection

Example: Database update script accidentally changes 500 lead email addresses to null values
Test Case: System detects anomaly within 15 minutes, automatically rolls back changes, alerts admin team
Expected: Data integrity monitoring, automated anomaly detection, rollback procedures

Scenario: Cross-System Data Sync Conflicts

Example: Lead updates contact info in CRM while simultaneously updating same lead in external system via API
Test Case: Conflict resolution uses last-write-wins with audit trail, user gets notification of conflict
Expected: Conflict detection algorithms, merge strategies, audit logging

User Management & Security Scenarios

Authentication & Authorization

Scenario: Role-Based Access During Team Reorganization

Example: Sales rep transfers to marketing team, needs access to campaign creation but should lose access to sales pipeline data
Test Case: Role change takes effect immediately, old permissions revoked, new permissions granted, audit trail maintained
Expected: Granular permission system, immediate role updates, access audit logging

Scenario: Multi-Factor Authentication Failure

Example: User's phone is lost/broken, can't receive MFA codes, needs emergency access during critical campaign launch
Test Case: Admin can temporarily bypass MFA with approval workflow, emergency access expires in 24 hours
Expected: Emergency access procedures, admin override capabilities, security audit compliance

Scenario: Session Management During System Updates

Example: System maintenance requires restart while 25 users are actively working on campaigns
Test Case: Users get 15-minute warning, work auto-saves, seamless re-authentication after restart
Expected: Graceful session handling, auto-save functionality, maintenance mode communication

Data Privacy & Compliance

Example: EU lead requests complete data export including all email interactions, campaign touches, and scoring history
Test Case: System generates comprehensive report within 72 hours, includes all related data, maintains audit trail
Expected: Data discovery automation, export format standardization, compliance workflow tracking

Scenario: Data Retention Policy Enforcement

Example: System automatically archives lead data older than 7 years but preserves analytics aggregates for reporting
Test Case: Individual records archived, aggregated data preserved, no impact on historical reports
Expected: Automated archival processes, data lifecycle management, reporting continuity

Example: Lead withdraws email consent via preference center, system must stop all marketing emails but preserve sales communications
Test Case: Consent change propagates to all campaigns within 5 minutes, existing queued emails suppressed
Expected: Real-time consent updates, granular consent types, suppression list management

Integration Layer Scenarios

SendGrid Email Service Integration

Scenario: Webhook Processing During High Volume

Example: 50,000 email campaign generates 500 webhook events per minute (opens, clicks, bounces, unsubscribes)
Test Case: All webhooks processed within 30 seconds, engagement data updates in real-time, no data loss
Expected: Webhook queue management, retry logic for failures, idempotency handling

Scenario: Email Template Synchronization

Example: Marketing team updates email template in CRM, changes must sync to SendGrid maintaining merge field mappings
Test Case: Template updates in SendGrid within 2 minutes, merge fields validated, test emails work correctly
Expected: Template versioning, merge field validation, sync status tracking

Scenario: Deliverability Monitoring & Alerts

Example: Email deliverability drops from 98% to 85% over 2 days due to spam complaints
Test Case: System detects trend, alerts marketing team, provides detailed bounce/complaint analysis
Expected: Deliverability monitoring, automated alerting, detailed failure analysis

External API Integrations

Scenario: Lead Enrichment Service Rate Limiting

Example: Data enrichment API allows 100 requests/minute, but system needs to enrich 500 new leads simultaneously
Test Case: System queues requests, processes within rate limits, shows progress to users, completes within 10 minutes
Expected: Rate limiting compliance, queue management, progress tracking

Scenario: Calendar Integration for Demo Scheduling

Example: High-scoring lead wants to schedule demo, system integrates with sales rep's Google Calendar to show availability
Test Case: Real-time availability shown, booking confirms in both systems, prevents double-booking
Expected: Calendar API integration, conflict prevention, two-way sync

Scenario: CRM-to-Sales Tool Data Sync

Example: Qualified lead handoff to Salesforce requires complete data transfer including scoring, interaction history, and campaign attribution
Test Case: All data transfers accurately, maintains relationships, creates proper Salesforce objects
Expected: Complete data mapping, relationship preservation, error handling

Performance & Scalability Scenarios

Database Performance Under Load

Scenario: Complex Query Optimization

Example: Executive requests lead attribution report requiring joins across leads, campaigns, emails, and deals tables (2M+ records each)
Test Case: Query executes within 30 seconds, doesn't impact other system operations, results are accurate
Expected: Query optimization, database indexing strategy, resource isolation

Scenario: Concurrent User Operations

Example: 50 users simultaneously creating campaigns, updating leads, and running reports during peak hours
Test Case: All operations complete within normal response times, no data conflicts, system remains stable
Expected: Connection pooling, transaction isolation, deadlock prevention

Scenario: Data Growth Impact on Performance

Example: Database grows from 100K to 1M leads over 6 months, query response times must remain under 5 seconds
Test Case: Performance monitoring shows no degradation, automated optimization recommendations provided
Expected: Performance monitoring, automatic indexing, data archival strategies

Auto-Scaling & Resource Management

Scenario: Traffic Spike from Viral Content

Example: Company blog post goes viral, generates 10x normal website traffic and 5,000 form submissions in 2 hours
Test Case: System auto-scales to handle load, all leads captured, response times under 3 seconds
Expected: Auto-scaling infrastructure, load balancing, performance monitoring

Scenario: Campaign Execution Resource Planning

Example: Simultaneous execution of 5 large campaigns (10K+ recipients each) requires careful resource allocation
Test Case: System schedules campaigns to prevent resource conflicts, maintains performance for other operations
Expected: Resource allocation algorithms, campaign scheduling optimization, priority management

Scenario: Backup and Disaster Recovery

Example: Primary database server failure during active campaign execution affecting 15,000 leads in flight
Test Case: Failover to backup server within 5 minutes, no data loss, campaigns resume from exact stopping point
Expected: Hot standby systems, automatic failover, state preservation

Error Handling & Recovery Scenarios

Campaign Failure Recovery

Scenario: Mid-Campaign Template Corruption

Example: Email template gets corrupted during campaign execution after 2,000 emails sent, remaining 8,000 fail with merge errors
Test Case: System detects template issues, pauses campaign, allows template fix, resumes from exact stopping point
Expected: Error detection, campaign pause/resume, state management

Scenario: Lead Scoring Calculation Errors

Example: Algorithm update introduces bug causing negative lead scores for 500 leads currently in sales pipeline
Test Case: System detects anomaly, rolls back scoring changes, alerts admin team, provides impact analysis
Expected: Score validation, automatic rollback, impact assessment

Scenario: Data Import Validation Failures

Example: CSV import contains 5,000 leads but 500 have invalid email formats, 200 have missing required fields
Test Case: System processes valid records, provides detailed error report, allows fixing and re-import of failed records
Expected: Partial import capability, detailed error reporting, data fixing workflows

System Recovery Procedures

Scenario: Database Corruption After Hardware Failure

Example: Storage failure corrupts lead database during peak usage, affecting 50,000 lead records
Test Case: System detects corruption, initiates restore from latest backup, validates data integrity, completes within 2 hours
Expected: Corruption detection, automated recovery, data validation

Scenario: Campaign State Recovery After Outage

Example: 4-hour system outage affects 10 running campaigns in various stages of execution
Test Case: System analyzes campaign states, resumes each from correct checkpoint, prevents duplicate sends
Expected: Campaign state persistence, recovery procedures, duplicate prevention

Scenario: Lead Assignment Recovery

Example: System crash during lead routing leaves 200 leads in "assigning" state without assigned sales reps
Test Case: Recovery process detects orphaned leads, re-runs assignment algorithm, notifies affected reps
Expected: Orphan detection, state recovery, notification systems

User Experience Scenarios

Mobile Application Performance

Scenario: Campaign Creation on Mobile Device

Example: Marketing manager creates email campaign using tablet while traveling, including template selection and audience segmentation
Test Case: Full campaign creation functionality available, interface responsive, campaign saves properly
Expected: Mobile-optimized interfaces, feature parity, reliable state management

Scenario: Lead Management During Poor Connectivity

Example: Sales rep at trade show with intermittent WiFi needs to update lead information and log interactions
Test Case: App queues changes locally, syncs when connectivity improves, shows clear offline/online status
Expected: Offline capability, sync conflict resolution, status indicators

Scenario: Dashboard Access on Low-End Devices

Example: Executive using older smartphone needs to check campaign performance during board meeting
Test Case: Dashboard loads within 10 seconds, core metrics visible, interactive elements work properly
Expected: Progressive loading, performance optimization, accessibility compliance

Admin Interface Operations

Scenario: Bulk User Management

Example: IT admin needs to update permissions for 50 users after company reorganization
Test Case: Bulk operations complete within 5 minutes, changes take effect immediately, audit trail maintained
Expected: Batch processing, immediate updates, comprehensive logging

Scenario: System Configuration During Live Operations

Example: Admin updates lead scoring algorithm while campaigns are running and users are actively working
Test Case: Configuration changes deploy without system restart, existing operations continue unaffected
Expected: Hot configuration updates, zero-downtime deployment, rollback capability

Scenario: Data Export for Compliance Audit

Example: Legal team requests complete export of all lead interactions for regulatory audit
Test Case: Export generates within 24 hours, includes all required data, maintains data relationships
Expected: Comprehensive export capability, data integrity preservation, audit trail

Business Logic Scenarios

Lead Lifecycle Management

Scenario: Lead Status Progression Validation

Example: Lead automatically progresses from "New" → "Qualified" → "Sales Accepted" based on score and activities
Test Case: Status changes trigger appropriate workflows, notifications sent to relevant teams, audit trail maintained
Expected: State machine validation, workflow triggers, comprehensive logging

Scenario: Duplicate Lead Merge Operations

Example: Same person submits forms on company website and partner website, creating two lead records
Test Case: System detects duplicates, suggests merge, preserves all interaction history, maintains campaign attribution
Expected: Intelligent duplicate detection, merge conflict resolution, history preservation

Scenario: Lead Nurture Sequence Management

Example: Lead enters 6-email nurture sequence but unsubscribes after email 3
Test Case: Sequence stops immediately, lead status updated, suppression rules applied to future campaigns
Expected: Real-time sequence control, status synchronization, suppression management

Campaign Business Rules

Scenario: Budget-Based Campaign Limits

Example: Campaign set with $5,000 budget limit, email costs $0.50 per send, should stop at 10,000 sends
Test Case: Campaign automatically stops at budget limit, remaining audience gets queued for next period
Expected: Real-time budget tracking, automatic stopping, queue management

Scenario: Compliance-Based Content Restrictions

Example: Campaign targeting EU leads must include GDPR-compliant unsubscribe links and privacy notices
Test Case: System validates compliance before sending, blocks non-compliant campaigns, provides correction guidance
Expected: Compliance validation, automatic blocking, guidance systems

Scenario: Lead Qualification Scoring Thresholds

Example: Lead scoring reaches 85 (threshold: 80), should auto-assign to sales rep and trigger immediate notification
Test Case: Assignment happens within 1 minute, rep gets mobile notification, lead status updates appropriately
Expected: Real-time threshold monitoring, immediate assignment, multi-channel notifications

Advanced Integration Scenarios

AI/ML Model Integration

Scenario: Predictive Lead Scoring Model Updates

Example: Monthly model retraining improves accuracy from 82% to 87%, needs deployment without service interruption
Test Case: New model deploys seamlessly, A/B tests against old model, gradual rollout based on performance
Expected: Model versioning, A/B testing framework, gradual deployment

Scenario: Campaign Optimization Recommendations

Example: AI analyzes 100,000 historical campaigns to recommend optimal send times for new campaign
Test Case: Recommendations generated within 30 seconds, include confidence scores, integrate with campaign scheduler
Expected: Real-time ML inference, confidence scoring, seamless integration

Scenario: Churn Prediction Model Integration

Example: Customer engagement pattern analysis identifies 50 leads at risk of going dormant
Test Case: Risk scores update daily, trigger automated re-engagement campaigns, track intervention effectiveness
Expected: Automated risk assessment, trigger-based campaigns, effectiveness tracking

Third-Party Platform Integrations

Example: LinkedIn campaign generates 200 leads, data must sync to CRM with proper attribution and source tracking
Test Case: All leads import with complete LinkedIn interaction data, attribution preserved, no duplicates created
Expected: Platform-specific data mapping, attribution preservation, duplicate prevention

Scenario: Event Management Platform Integration

Example: Webinar platform sends 500 attendee records with engagement data (attended, questions asked, polls answered)
Test Case: Engagement data enriches lead profiles, triggers appropriate follow-up campaigns, updates lead scores
Expected: Rich data integration, automated enrichment, score updates

Scenario: Customer Support System Sync

Example: Lead submits support ticket before becoming customer, interaction history should be available to sales team
Test Case: Support interactions visible in CRM timeline, influence lead scoring, provide context for sales calls
Expected: Cross-system timeline integration, scoring impact, contextual information