How Cloud Computing Works for the CRM

How Cloud Computing Works for the CRM

Cloud computing and CRM (Customer Relationship Management) are words that are synonymous while doing business in today’s digital world.

A CRM is a system that utilizes technological tools to strategize techniques for developing, retaining, and acquiring customers.

It helps manage customer data, streamline workflow through all departments, strategize effective and targeted marketing campaigns to increase sales,  and helps your customer service agents build better relationships with your customers.

Basically, it helps your organization to grow your relationship with your customers and potential customers.

It improves business relationships, streamlines processes and improves profitability.

Before we go any further on how CRM in cloud computing can help your CRM system, let’s take a look at what cloud computing is and at its benefits and features.

How Cloud Computing Works for the CRM

Cloud computing

What is cloud computing?

Cloud computing is the delivery of computing services like servers, storage, databases, networking, software, etc. over the internet (‘the cloud’).

It is an on-demand computing utility that offers instant and flexible resources and economies of scale for an organization.

The name ‘cloud computing’ is derived from the cloud symbol that usually depicts the Internet in flowcharts and diagrams.

It can help your organization to save costs, be more flexible and mobile, increase collaboration and productivity and minimize downtime.

Since cloud computing lets you access data from anywhere, you can have a more collaborative and productive work environment.

Cloud computing saves and backs up in the cloud and not at any one physical location. 

So, your data will be protected and secure in a safe location from any kind of natural disasters, power failures, and other crises.

This will minimize your downtime and not have an effect on your productivity.

What is cloud-based CRM?

Cloud computing and now CRM, you might ask, what is cloud-based CRM

The answer to that is, it’s a cloud-based remotely hosted CRM system that keeps customers and other data in a remote location. Data is accessed via the internet to a computer, laptop, tablet, mobile, or any other compatible device.

There are two types of CRM platforms:

On-premise CRM:

This type of CRM is installed ‘on premise’ which means that the CRM systems software and database are integrated with the organization’s server on site.

In this type of installation, the user has to manage the security, administration, and maintenance of the CRM system.

Licenses for this type of CRM are purchased upfront and require a prolonged installation process to integrate it with the company’s other traditional software.

This type of CRM platform is beneficial for mostly very large organizations with highly complex CRM requirements.

Cloud-based CRM:

These CRM systems which are also called SaaS help desk software (software as a service), store data in remote external network servers.

Users can access the network from anywhere at any time with the help of an internet connection.

These cloud CRM platforms are cost-effective as vendors usually charge on a subscription model like annually, quarterly or monthly.

This type of CRM is relatively easy and quick to install and is perfect for organizations with limited expertise, technology, or resources.

Differences between cloud-based CRM & on-premise CRM

The differences between a cloud-based CRM and an on-premise CRM are listed in the table below:

Cloud-based CRMOn-premise CRM
Stores data in remote network systemsStores data in local on-site servers
Requires internet to access dataNo internet needed to access data
Quick and easy installationProlonged and cumbersome installation process
Cost-effective as minimal hardware and maintenance is requiredExpensive as hardware and maintenance have to be procured and taken care of by the company
Usually charged on a subscription model

(Annually, quarterly, monthly, etc.)

Have to purchase licensing fees upfront before implementing the system

(Able to upgrade or downgrade system according to company needs)

Difficult to make changes

(Whole system has to be revamped to make changes)

Can be installed with limited resources, technology, and expertiseNeeds resources, technology, and expertise for installation
Promote collaboration and productivity as anyone authorized can access data from anywhereLimited collaboration as the user has to be on-site to access data
Data is safe and secure as it is saved and stored in remote network systemsData is saved in on-site systems so damage to the system can lead to loss of data

Who benefits from a cloud-based CRM?

Major benefits of these systems can be taken by most medium and small businesses, although that thought is rapidly changing.

The versatility and flexibility of these systems and the advancements in security and data protection are starting to make even large companies migrate to these CRM systems.

Since these CRM systems are designed to be flexible, they can be tailored to meet your company’s requirements.

The system’s costs are based on the number of users and storage requirements, it can be scaled up or down depending on your needs.

This flexibility is also another reason why medium and small businesses can benefit from these CRM systems.

Cloud CRM systems also include easy integration with commonly used communication channels, office applications, and social media channels.

This integration delivers all relevant data directly to your employees in one customizable helpdesk in real-time. 

This will benefit your employees to have meaningful interactions with your customers during their customer journey.

Top Benefits of a Cloud-Based CRM

There are many benefits to be had from a CRM system that is cloud-based, listed below are 9 of the major benefits.

1. Easy Installation

Ease of installation is one of the biggest reasons organizations prefer these CRM systems over on-premise CRM systems.

There’s no hardware to be installed and no need to set up your servers. Also, there’s zero maintenance required.

The only thing that you require is a decent internet connection and you’re good to go.

2. Remote Access

Another benefit of adopting these systems is their ability to access data from anywhere at any time.

All the user needs are internet connectivity, login credentials, and a device to access the data from like a desktop, laptop, tablet, or smartphone.

On-premise CRM systems make it mandatory for your employees to be on-site, i.e. the office or workplace, to access data.

The systems’ remote access capabilities make it easy for your employees to collaborate on projects and your customers from various locations in real-time.

This will improve your company’s productivity and team collaborations

This feature was especially highlighted in the recent covid-19 pandemic were working from the office wasn’t possible but organizations using remote CRM systems didn’t face too much downtime or loss in productivity.

Sales and marketing teams could still collaborate as customer data weren’t in silos but available to all.

They were still able to come up with effective sales and marketing plans because of this fact.

Customer service teams could also still keep in touch with their customers as they didn’t have to work from a central workplace due to the system’s remote access facility.

3. Cost-effective

There are various ways in which these CRM systems can cut costs for your company. Some savings may be quite noticeable while some maybe not.

But it’s a fact that there’s a huge difference in cost savings between cloud-based and on-premise CRM systems.

The most significant savings will be on hardware requirements or rather, the lack of it.

These systems don’t need any investments in hardware. This in itself leads to savings in manpower and IT power consumption.

When there isn’t much IT equipment to look after, maintenance too will be minimal.

Maintenance for Cloud CRM systems is generally software upgrades which are usually taken care of by the vendor.

Reduction of e-waste from the IT department reduced power usage and online accessibility help in keeping your organization’s carbon footprint low.

Though it doesn’t sound like much, this is also saving for not just your company, but also the environment as every little bit helps.

4. Upgradation Costs

As your company evolves and grows, you might need to scale up or add some more services to your CRM system.

This would involve upgrading your CRM system.

To do that on an on-premise CRM system, you’d have to call your IT team and have them work on it physically.

During the upgrade process, your CRM system would be pretty much non-functional or at the very least wouldn’t be working at full capacity.

This will result in loss of productivity and downtime till the upgrade gets done.

These systems save you from this headache.

Unless you’re doing a major revamp, you won’t even have to call your IT team.

Most of the time if you need an upgrade, you just have to download it.

All you have to do is download and install it, then you’re done. 

The only other thing that you might have to do is send out a company-wide circular reminding everyone to download and install the upgrade.

This will ensure everyone is using the same version of the CRM system.

5. Easy to Use

Another benefit of these CRM systems is their ease of use.

Simple and easy-to-use user interfaces mean that they’re easy to use. Simple onboarding processes will let you have your system up and running in no time.

You can sync existing data from your traditional systems to the CRM system and continue what you were doing seamlessly.

This CRM  manages data from all departments like sales and marketing, customer services, etc. then stores it in a centralized database that can be accessed by authorized employees.

This will let your employees have access to data when and where they need it so they can better serve your customers.

If you do face problems, you can always get in touch with your vendor’s support team to help you figure it out.

6. Secure

These CRM systems come with built-in security features to keep your data safe.

On top of that, the systems store your data externally in the cloud which means it’ll be more secure than an on-premise CRM system with weak security features.

The automated backup will ensure that you’ll never lose your data as the systems allow you to back up your data at regular fixed intervals.

Also, check to see if your vendor follows the GDPR (General Data Protection Regulation) guidelines for an added layer of security for your data.

7. Flexibility

As mentioned earlier, these systems can adapt and grow with the requirements of your company.

This flexibility can be taken advantage of by businesses of any size, be it a startup or an established company looking to expand more.

The scalability of these CRM systems means that businesses can choose only what they require and just pay for that.

This flexibility allows businesses to increase their productivity and efficiency.

8. Simple Integration

The right CRM systems can easily be integrated with your current systems.

This means seamless integration with your workflow. This will allow you to save costs by not having to invest in other piecemeal systems.

Seamless integration of these systems with everyday services that your employees already use for productivity like emails, chats, Whatsapp, etc. will make their tasks much easier to do and more productive.

9. Centralized Database

In these systems all of your data gets stored in a centralized database, this will benefit your organization by:

  • Providing inter-departmental access to data
  • Preventing data duplication
  • Fosters collaboration
  • Teams can be set up from various departments to analyze and strategize
  • Improved reporting
  • Promotes better and faster resolutions
  • Can design a KMS(Knowledge Management System) to help employees and customers resolve issues faster
  • Can design an LMS(Learning Management System) to upgrade and update employees’ knowledge or use it when onboarding a new employee

Now that you know about the benefits of cloud CRM systems, let’s see why your business needs it.

How Cloud Computing Works for the CRM

Benefits of Cloud-Based CRM

Why Cloud CRM is critical for your business

CRM in cloud computing allows you to provide excellent customer service. It can help centralize your customer database and automate key processes.

This will give you comprehensive and instant insights about your customers which can help your employees to deliver a more enhanced customer experience for them.

CRM systems are easy and affordable to install, scalable according to your needs, offer access 24/7 from anywhere, are secure, and offer seamless integrations with your present systems.

All of these benefits translate to a streamlined workflow that benefits your employees, your customers and your organization.

Among other things, these systems can also help you with your customers on:

  • Customer Loyalty

Your CRM system can help you keep your customers happy by enhancing their customer experience throughout their customer journey.

Customers’ historical and behavioral data can be analyzed by your CRM systems and personalized offers and reminders can be sent to them.

Enhancing their experience along all of their various touchpoints will turn them from just customers into loyal brand ambassadors.

  • Customer Retention

These CRM systems are critical for your business to acquire new customers as well as retain existing ones.

These systems can design personalized and targeted marketing campaigns from data gathered and analyzed by your CRM system.

  • Customer Feedback

Remote CRM systems also help you to gather and analyze customer feedback

Feedback is an important strategy for any company to identify its positive and negative points.

Feedback can help your company to plug any gaps that are detrimental to your business.

It helps to improve and grow your organization by working on issues pointed out by your customers.

How Cloud Computing Works for the CRM

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Have you made the switch yet?

Now that you know about the benefits of cloud CRM, It’s high time that you make the switch to cloud-based CRM systems if you already haven’t.

Waiting for the ‘right time’ might be too late. Your competitors who are already in the cloud will have a huge advantage over you.

No matter how big or small your business, the benefits of CRM in cloud computing outweighs any negatives by a mile.

Kapture can help you ease into utilizing these CRM systems with our new and improved world-class Cloud-based CRM which can take care of all your customer support needs.

Implementing Kapture can save a lot of your agent’s time. It eliminates repetitive tasks by automating them. It helps the agents to deliver fast resolution with the help of the agent assistant window which is an AI-powered bot. 

So, if you were sitting on the fence about remote CRM systems, it’s time to get off and go fly among the clouds.


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