Isn't the issue with the "primitive" customer loyalty company a classic case for abstraction? They should build an ORM like internal API to deal with the loyalt

Isn't the issue with the "primitive" customer loyalty company a classic case for abstraction? They should build an ORM like internal API to deal with the loyalty program. It can send emails or even order a person to make a phone call if necessary. Whatever "primitive" means the "Invented-here" API can abstract that functionality, so that the internal API devs can access and update the data from the external company.