This document discusses deploying a CRM system in the cloud. It provides definitions of cloud computing, outlines the history and categories of cloud services, and discusses the benefits and cons of deploying CRM specifically in the cloud versus traditional on-premise or SaaS options. These include ease of use, faster deployment, lower costs, and more flexible customization options with cloud-based CRM. A case study of FamilySearch International is presented where they deployed SugarCRM on Amazon Web Services to meet their specific customization, integration, and deployment timeline needs.

1. Deploying CRM
in the Cloud
Heath Flicker
Plus Consulting

2. What is Cloud
Computing?

3. One of the most
overused terms
in the industry
today.

4. History of the
Cloud
Web 2.0
Internet
Become User
Friendly
Dot Com
Boom
on
Demand
Cloud
Wars
Early 90s Late 90s Early 00s 2004 2010

5. Cloud Computing
Definitions
“A style of computing “A standardized IT “Internet-based
where massively scalable capability (services, computing, whereby
IT-enabled capabilities are software, or shared resources, software
delivered ‘as a service’ to infrastructure) delivered and information are
external customers using via the Internet in a pay- provided to computers
Internet technologies.” per-use and self-service and other devices on-
way.” demand, like a public
utility.”

6. What it Boils
Down to
Common Elements
A pool of Immediately scalable
$
Pay for
consumption
externally managed
IT infrastructure

7. Cloud Sub
Categories
SaaS PaaS HaaS
Software as a Service Platform as a Service Hardware as a Service Or
(SaaS) (PaaS) (Utility Computing)

8. 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

9. What Cloud is Not for the
Purposes of This Talk
Co-location (dedicated OnDemand SaaS
managed servers) CRM

10. 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

11. Ease of Use
Deploy infrastructure with a
mouse anywhere, any time

12. Benefits of CRM Deployed on the Cloud:
Time to First Productive Use
No procurement process Spin up pre-configured Does not have to conform
or setup for hardware application images to the corp IT standard
(free open source stack for
example)

13. Benefits of CRM
Deployed on the Cloud:
Lower Total TCO
Pay as You Go Computing, Don't have to plan ahead Scale up or down for burst
Infinite Resources on- in regards to capacity periods, No Contracts
demand

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

15. General Cons of Cloud
Deployed CRM
Support Data Firewall issues for
(Potentially) Sensitivity integration projects
Internet vs Intranet access

16. Benefits of Cloud Deployed
CRM vs. SaaS CRM
Flexible Host Additional
Customization non-CRM apps
Access to Spin up Flexibility to
Backend DB Additional Move Apps
Environments

17. Benefits of SaaS Deployed
CRM vs. Cloud Deployed
CRM App Upgrades CRM Support
Applied for You Supporting S/W More Seamless
Licensing Built in

18. 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

19. 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