Deploying CRM in the CloudHeath FlickerPlus Consulting

What is Cloud Computing?

One of the most overused terms in the industry today.

History of the Cloud

Early 90s Late 90s Early 00s 2004 2010

InternetBecome User Friendly

Dot Com Boom

on Demand

Web 2.0

Cloud Wars

“A style of computing where massively scalable IT-enabled capabilities are delivered ‘as a service’ to external customers using Internet technologies.”

Cloud Computing Definitions

“A standardized IT capability (services, software, or infrastructure) delivered via the Internet in a pay-per-use and self-service way.”

“Internet-based computing, whereby shared resources, software and information are provided to computers and other devices on-demand, like a public utility.”

Common Elements

What it Boils Down to

A pool of externally managed IT infrastructure

Immediately scalable Pay for consumption

$

Cloud Sub Categories

Software as a Service (SaaS)

Platform as a Service (PaaS)

Hardware as a Service Or (Utility Computing)

SaaS PaaS HaaS

Our Perspective for the Purposes of This Talk

Consulting partner with three core practices of CRM, Portal, and Business Intelligence

Our customers are various sizes and in multiple industries

Currently we have our customers contract directly with the Cloud providers

What Cloud is Not for the Purposes of This Talk

Co-location (dedicated managed servers)

OnDemand SaaS CRM

General Benefits of Deploying CRM in the Cloud

Ease of use: Deploy infrastructure with a mouse anywhere, any time

Time to first productive use

Lower Total Cost of Ownership

Less restrictions and overhead for outside partner access

Ease of UseDeploy infrastructure with a mouse anywhere, any time

Benefits of CRM Deployed on the Cloud: Time to First Productive Use

No procurement process or setup for hardware

Spin up pre-configured application images

Does not have to conform to the corp IT standard

(free open source stack for example)

Benefits of CRM Deployed on the Cloud: Lower Total TCO

Pay as You Go Computing, Infinite Resources on-

demand

Don't have to plan ahead in regards to capacity

Scale up or down for burst periods, No Contracts

Benefits of CRM Deployed on the Cloud: Less Restrictions on Outside Partner AccessEquals more productivity and greater support and easier privilege segmentation for internal IT staff

General Cons of Cloud Deployed CRM

Support (Potentially)

Data Sensitivity

Firewall issues for integration projects

Internet vs Intranet access

Benefits of Cloud Deployed CRM vs. SaaS CRM

FlexibleCustomization Access to

Backend DBSpin up

Additional Environments

Flexibility to Move Apps

Host Additional non-CRM apps

Benefits of SaaS Deployed CRM vs. Cloud Deployed

CRM App UpgradesApplied for You Supporting S/W

Licensing Built in

CRM Support More Seamless

Case Study:FamilySearch International

• Had deep IT project queue and long review cycles and procurement process

• Needed ability to deploy parallel CRM systems

• Tight timeframes (previous CRM contract expiring)

• Multi-phase implementation plan including integration to internal system

• May require move to internal infrastructure eventually

• Complex CRM customizations requiring database and file system access

• Concurrent development of a community portal

• Roadmap includes integration to CRM and Social Media

The Solution

• SugarCRM deployed on Amazon EC2 and S3

• Deployed on LAMP stack

• Drupal deployed on Firehost

• Considering switch to Microsoft Azure for:

• High availability• MS SQL Reporting Services for light Business Intelligence• Global deployment