Case Study: Implementing Cloud CRM at Sam's Office Plants (BCO1102)

This case study analyzes the implementation of a cloud Customer Relationship Management (CRM) system for Sam's Office Plants, a retail business specializing in office plant hire. It defines cloud CRM, emphasizing its accessibility and data consolidation benefits. The case study recommends a Software as a Service (SaaS) cloud model due to its suitability for businesses with IT resource challenges. It discusses the benefits of cloud CRM, including scalability, flexibility, availability, enhanced accuracy, speed, and cost savings, while also addressing potential issues like security risks and operational errors. The report further explores current trends such as the integration of Internet of Things (IoT) and Big Data with cloud CRM, along with examples of popular cloud CRM systems. Desklib provides access to similar case studies and solved assignments to aid students in their academic pursuits.

Running head: INFORMATION SYSTEM FOR BUSINESS
INFORMATION SYSTEM FOR BUSINESS
NAME OF THE STUDENT:
NAME OF THE UNIVERSITY:

1INFORMATION SYSTEM FOR BUSINESS
A. THE MEANING OF (INSERT SPECIFIC CONCEPT CRM OR E-COMMERCE)
The e-commerce solution that is recommended for Sam’s Business is cloud CRM.
Cloud Customer Relationship Management (CRM) system is the system in which CRM
software and tools reside over the Internet along with the CRM data and are provided to the
end-system users through the same (Chen, Lin and Chuang, 2016). A web-based interface is
made available for the end-users to access the system and the CRM activities, data storage,
and its management is done over the cloud.
Cloud CRM system is an e-commerce solution that will be apt for Sam’s business. It
will allow the consolidation of the sales data and information provided by different resources
and the time spent in consolidating all of the data will be saved. There will be a central
repository that will be available and accessible to the cloud CRM users and the remote access
will also be provided (Al-nsour, Alryalat and Alhawari, 2014). The sales resources that will
not be able to return to the office will be able to provide the information from their end using
the cloud access which will avoid the synchronization issues.
MODEL OF CLOUD CRM
The cloud CRM system that shall be deployed at the Sam’s office shall use Software
as a Service (SaaS) as the cloud model. It is the model in which cloud vendors hosts the
infrastructure and the components needed for the system. The access to the virtualized
computing resources is provided to the users. The model is suitable for the businesses that
have IT resource challenges and may not be able to handle the infrastructure. It will be apt for
Sam’s Business.
There are three different types of cloud models available and based on the business
specifications and requirements the most suitable model should be chosen by Sam’s Office.
The details of SaaS and IaaS are elaborated in the below section:

2INFORMATION SYSTEM FOR BUSINESS
Software as a Service (SaaS): Software as a Service is also referred to as an
application based service that represents one of the commonly used options of business
within the cloud market. In order to deliver on time successful deliveries to the clients the
SaaS application is used by the developers with the proper application of internet. Though,
the applications are managed by the third parties. In case of SaaS application the clients are
not require any installation or download rather all the applications can run directly through
the web browsers.
Infrastructure as a Service (IaaS): The IaaS model is comprises of high scalable as
well as automated computing resources. In order to access and monitor the network, storage
and all the other services the IaaS is applicable. Apart from this, on demand purchase or
resources allowed during the application of this specific model (Medium, 2017). This model
is one of the most flexible models based on cloud computing technology. This model is
extremely scalable and as per the demand it allows purchase of new hardware setup. Beside
this the application of the IaaS can be completely controlled by the clients.
Platform as a service (PaaS): In order to create as well as design of any business
application based on software components the PaaS model is used. Regardless of the size of
the business organization this model can be applied as it given high scalability, availability
and flexibility at the same time. The net amount if coding can be reduced and also it has the
ability to automate the business policies (Freshdesk, 2018). The applications can easily
migrate to the hybrid model in this specific application. The developer can also successfully
design customized mobile application through maintaining all the system software.
WORKING MECHANISM
Among three if the above mentioned cloud mode SaaS is the most suitable one. The
cloud CRM as per the SaaS cloud model will work by providing the employees of Sam’s
organization with the virtual access to the components and software that will set up by the
cloud vendors. The web delivery model offers by the SaaS has the ability to eliminate the
requirement of download and other installation (Al-nsour, Alryalat and Alhawari, 2014). All
possible issues that were interrupting the successful operation and functions of Sam’s
Organization can be minimized rather resolved with the application of the SaaS model. It is
the responsibility of the vendors to manage all the technical issues in terms of servers, data
storage, middleware etc.

3INFORMATION SYSTEM FOR BUSINESS
B. ISSUES AND BENEFITS
There will be several benefits that will be provided with the deployment of Cloud
CRM in Sam’s business. The benefits have been listed below.
 Scalability and Flexibility: There may be changes that may be required by Sam and
the co-owners with the change in the business functions, alterations of the customer
expectations, and modifications in technology (Fendy, Handoko and Gaol, 2012).
 Availability: The cloud CRM system will be available and accessible to the users at
all times. It will be available from any location which will allow the employees of
Sam’s business to access the information at any time.
 Enhanced accuracy and speed: The consolidation of the data sets is an issue at the
present time that minimizes the processing speed and also has a negative implication
on the accuracy of the results (Anshari et al., 2015). This
 Cost-Savings: IaaS cloud model will not have any of the infrastructural costs and the
cost of set-up will be low. The streamlined execution of the business operations will
give enhanced revenues will little investment.
There are certain issues that may also come up with the installation of cloud CRM for
Sam’s Business. Cloud platforms and applications are exposed to the security risks and
attacks that may become an issue for Sam’s business as well. These may include breaching
and leakage of the data sets, malware attacks, denial of service attacks, eavesdropping
attacks, injection attacks, man in the middle attacks, and data manipulation issues (Aruna,
2017). The information properties associated with the data sets of Sam’s Business, such as
confidentiality, availability, integrity, and privacy of the data sets will be negatively
impacted. The occurrence of the security risks and attacks may lead to the legal obligations
and punishments as well. The users may file legal suite against Sam’s Business in case the
information privacy is hampered. There are operational and implementation errors that may
come up with the cloud CRM systems. This may enhance the costs associated with the
system.
There are advanced access control, multi-fold authentication, encryption, anti-
malware, and anti-denial tools that shall be used and integrated to avoid and prevent these
issues

4INFORMATION SYSTEM FOR BUSINESS
C. CURRENT TRENDS AND EXAMPLES IN INSERT SPECIFIC CONCEPT CLOUDS
CRM OR ECOMMERCE]
There is involvement of other technologies that is being done with cloud CRM to
enhance the functionalities. Two such technologies that are on a rise are Internet of Things
(IoT) and Big Data. The data management of cloud CRM systems is now being handled with
the aid of Big Data tools that come with automated data analytics (Chen, Lin and Chuang,
2016). IoT is being used as a technology to develop smart cloud-based CRM systems. IoT
platforms provide the cloud CRM systems with connected platforms which allow the
organization to sync their other business operations and activities. Social CRM is another
technology that is being integrated with cloud CRMs (Medium, 2017). These are the systems
that extend the cloud CRM systems and involve the data sets from the social channels and
platforms.
Some of the popular and widely used cloud CRM systems in the current times include
Freshdesk, Five9, Bullhorn, Nutshell CRM, and Marketo (Freshdesk, 2018). These are the
tools that offer the customers with the ready to use infrastructure and services. These may be
analysed and utilized by Sam for his business.

5INFORMATION SYSTEM FOR BUSINESS
REFERENCES
Al-nsour, S., Alryalat, H. and Alhawari, S. (2014). Integration between Cloud Computing
Benefits and Customer Relationship Management (CRM) Processes to Improve
Organization's Performance. International Journal of Cloud Applications and
Computing, 4(1), pp.1-14.
Anshari, M., Alas, Y., Yunus, N., Sabtu, N. and Hamid, M. (2015). Social customer
relationship management and student empowerment in online learning systems.
International Journal of Electronic Customer Relationship Management, 9(2/3),
p.104.
Aruna, D., (2017). Cloud Computing Security Challenges and Risks. International Journal
for Research in Applied Science and Engineering Technology, V(XI), pp.1635-1641.
Chen, Y., Lin, C. and Chuang, H. (2016). Closing the Skill Gap of Cloud CRM Application
Services in Cloud Computing for Evaluating Big Data Solutions. ISPRS International
Journal of Geo-Information, 5(12), p.227.
Fendy, Handoko, I. and Gaol, F. (2012). Performance Evaluation of CRM System Based on
Cloud Computing. Applied Mechanics and Materials, 234, pp.110-123.
Freshdesk., (2018). Customer Support Software & Ticketing System | Freshdesk. [online]
Freshdesk.com. Available at: https://freshdesk.com/ [Accessed 16 Sep. 2018].
Medium., (2017). 4 Trends for CRM in 2018 – SoftClouds – Medium. [online] Medium.
Available at: https://medium.com/@SoftClouds/4-trends-for-crm-in-2018-
be3163af4ef8 [Accessed 16 Sep. 2018].