CRM on a Cloud Challenges Software-as-a-Service
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There are a lot of buzzwords being tossed around the Web these days when it comes to enterprise applications. But when it comes how enterprise computing environments are going to integrate with applications in the cloud they need to think about what their ultimate end goal is. For example, if the goal is to simply outsource an application service to be managed by somebody other than IT, then existing software-as-a-service models exemplified by Salesforce.com fit the bill just fine. But if the goal is to create a set of integrated business processes that are supported by a pool of on-demand compute resources then it might be well worth your time to take a look at a CRM in the cloud approach being pioneered by Enterprise Wizard. Enterprise Wizard isn't a well known brand name but it does count Chevron and Conde Naste Publications among hundreds of customers that wanted the ability to take advantage of a software-as-a-service model without sacrificing anything in terms of business process integration. In short, they wanted to maintain the flexibility that on-premise software can provide without having to invest in the IT infrastructure usually required to power enterprise applications. To provide that capability Enterprise Wizard has partnered with 3Tera, a provider of grid computing resources, that now hosts the Enterprise Wizard CRM application. What makes the Enterprise Wizard CRM application different is the depth of access that Enterprise Wizard gives to its customers because each instance of the application is a unique instance rather than a shared-tenet model used widely in most software-as-a-service models. This means that Enterprise Wizard can give customers direct access to the underlying database that powers the company's CRM application, which means they can create custom tables that are directly integrated inside the CRM application. They can also create a true peer relationship with other on-premise ERP applications to allow customers to create an integrated set of business processes that span CRM and ERP applications. In effect, that means that IT organizations can take advantage of a cloud computing architecture to deliver a CRM front end to any set of existing ERP applications across a tightly coupled set of business processes. That model differs sharply from software-as-a-service models that provide limited access to the underlying database because that database is supporting multiple customers. In addition, support for business process integration with on premise applications is typically limited by the extent of support offered for Web Services protocols. Furthermore, should the day come that a customer decides the time has come to move its Enterprise Wizard implementation on premise, it can because the Enterprise Wizard service is based on a single tenant architecture based on J2EE standards that is relatively easy to transfer from the cloud to the customer's local servers. There are a lot of issues that still need to be dealt with when it comes to bringing cloud computing to the enterprise, but one thing for sure is that what ultimately is arrived at is something that will look a lot more akin to a blended computing model that combines the best of on-premise and cloud computing models as opposed to one architecture becoming completely overshadowed by the other. |
Comments (3)
Michael,
Your blog peeked my interest, so I did a little research about other companies like Enterprise Wizard that support SaaS providers and companies transitioning to SaaS. I found one company that particularly captured my interest eVapt (www.eVapt.com). eVapt supports SaaS companies through metering, billing mediation, and other services. There are some obvious differences between eVapt and Enterprise Wizard, but I was wondering if you would indepthly discuss the differences between the two companies and perhaps comment on the role of companies like eVapt in the future. Great post! I would love to hear more on this topic!
Posted by Landon Hoover | June 17, 2008 12:43 PM
Businesses worldwide have to confront the challenges of an ever progressively intricate, competitive and challenging business environment. Numerous aspects are involved in the process from winning bids with the right margins, producing goods or services per agreed upon requirements, managing resources and costs, and others. If effective planning and execution are not present, negative financial consequences are inevitable. As a result, companies develop systems and processes to reduce or eliminate potential pitfalls, streamline operations, ensure cohesive relationships between functions. ISO 9001 Standard provides well-tested and recognized foundation for such an environment.
Posted by iso 9000 training | December 19, 2008 9:27 PM
The Web-based EnterpriseWizard (News - Alert) CRM solution now incorporates 3Tera’s AppLogic utility computing platform for better scalability, reliability, security and more, "at commodity-level pricing," EnterpriseWizard officials announced.
EnterpriseWizard CRM is an out-of-the-box J2EE-based product. The Web-based application can be adapted for issue tracking, helpdesk, customer support, sales, e-mail, and marketing automation.
By combining the application with 3Tera's utility infrastructure, EnterpriseWizard officials say, users will have improved scalability and reliability, as well as "the security, direct database access and upgrade control of an on-premises product."
"3Tera is the industry standout in utility computing," said Colin Earl, chief executive officer of EnterpriseWizard. "This combination is a breakthrough in the CRM field."
3Tera's AppLogic utility computing platform runs and scales existing real-world Web applications on grids of commodity servers. It moves applications from a fraction of a server to hundreds with a single command, 3Tera officials say, adding that "if any one machine in the grid dies, service is restored on another machine in a matter of minutes."
EnterpriseWizard's base CRM system can handle more than 60,000 tickets per hour, company officials say, and "is comfortable with databases containing over 10 million records." EnterpriseWizard Grid CRM is available with Version 2.1 of EnterpriseWizard CRM.
Last October EnterpriseWizard announced the release of Version 2.0 of its flagship EnterpriseWizard adaptive CRM application, described by company officials as "an out-of-the-box, browser-based, end user-customizable J2EE product for issue tracking, helpdesk, customer support, sales, email and marketing automation."
The new edition allows business managers to "automate department workflow without IT assistance, extending the on-the-spot customization capabilities provided by the product's adaptive CRM engine," company officials say.
The upgrade lets information from a user's PC be captured automatically when a job ticket is submitted, for insight into the user's computing environment and possible problem areas. It provides an improved full-text search engine that searches both the file database and the text of attached files; and offers a variety of other enhancements designed to strengthen the support operation.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Posted by rajdeep dasgupta | December 25, 2008 2:25 AM