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By 2020 most companies are expected to have cloud-first or cloud-only policies according to Gartner. According to a study by the Cloud Security Alliance, 79% of companies receive regular requests from end users each month to buy more cloud applications with file sharing collaboration, and communication at the topping the most requested applications. So, is it any wonder Cloud CCM is rapidly gaining a foothold?
What’s driving the move toward Cloud CCM? Predictable factors like cost of ownership, scalability and flexibility top the list while other more subtle factors like control and security play a significant role.
Cloud CCCM is Business User Configurable
Let’s take on one of the less obvious factors first. Most legacy CCM solutions are bespoke, and making changes requires a lengthy process of engaging vendors and developing customizations. Modern CCM solutions developed for the Cloud put a premium on configurability. Vendors needed this to migrate legacy platforms and keep the cost down when adding future customers.
As a result, Cloud CCM solutions have tools for managing business rules and developing and maintaining workflows. These tools move ongoing management and changes of CCM platforms from vendors to business users, putting business users in control.
Cloud CCCM is Scalable
From the word go, one of the biggest challenges CCM platforms have faced is the ability to scale up to meet peak demands. Whether you’re a financial services company dealing with a major market shift or insurance provider managing open enrollment, demand can peak suddenly.
A properly architected CCM platform can scale infinitely in the Cloud. In the past, we built CCM platforms on infrastructures to support peak demand. Still these platforms often came up short when peaks occurred.
Today’s modern CCM platforms are agile and adaptable. They not only scale up to meet peak demand but also scale down when demand is minimal. Cloud infrastructure has really provided the best of all worlds.
Cloud CCM is Secure
With all the large data breaches in the news over the last couple of years, businesses have become very security sensitive. When the Cloud first started to become a viable option, security was one of the reason companies were skeptical. Now, it is one of the Cloud’s primary advantages.
One of the key roles a Cloud provider takes on is monitoring security. They have resources that far exceed anything an individual company could assemble to do the same. RapidScale claims that 94% of businesses saw an improvement in security after switching to the cloud, and 91% said the cloud makes it easier to meet government compliance requirements.
Another reason why Cloud providers are uniquely suited to provide security is most data breaches can be tied to internal perpetrators. This is why it is safer to have data security in the hands of a third party expert.
Cloud CCM can be Easily Integrated
CCM solutions need to connect to internal and external data sources. In the past, passing data from system to system was done through klugey methods of sharing files through FTP. These methods were error prone and often caused downtime.
A well architected Cloud solution comes with an application program interface (API). An API is a set of procedures, methods, and tools for connecting diverse systems. This allows born in the cloud CCM platforms to be easily integrated with internal and external systems.
Cloud CCM has the Lowest Total Cost of Ownership
Many companies are worried about the cost of implementing or migrating legacy CCM systems in the Cloud, and they should be. Using a cloud infrastructure takes time to learn and master. Standing up a legacy system can be expensive.
But looking at the Cloud like that really misses the point. You don’t want to migrate legacy systems you want to replace them with solutions built for the Cloud. Born in the Cloud solutions are designed to be easily configured and are built to take advantage of Cloud infrastructure.
With a born in the Cloud solution you don’t migrate or stand-up a new solution, you simply subscribe. No need to learn Cloud architecture that cost is shifted to the provider. Also, you eliminate large capex expenses and simply pay as you go. Better yet, you only pay for what you need/use. You also eliminate large IT staffing costs by letting the provider manage the infrastructure.
Costs related to downtime are also reduced, since downtime is rare in the Cloud. Cloud solutions are built with redundancy in mind. Eliminate or significantly reduce time and money fixing issues related to downtime.
Automatic Software Updates:
Bespoke CCM solutions of the past tended to stagnate unless the customer was willing to devote significant funds towards new features. As vendors took on more customers their resources go primarily towards supporting all the derivative system.
With multi-tenanted Cloud solutions all customers are on one instance of the software. This reduces the cost of maintenance for the provider and allows them to devote more resources to new features. All customers benefit as these new features are brought to market.
This saves valuable IT staff time and money spent on outside IT consultation. PCWorld lists that 50% of cloud adopters cited requiring fewer internal IT resources as a cloud benefit.