Unit: 3

Collaborating Using Cloud Services

3.1.1.1 Email Communication Over the Cloud

It is a cloud based email technology which provides all in one solution for email security, continuity
and archiving. It reduces cost and complexity of managing emails. It also protects the business from
security and risk management.

Cloud email is a modern approach to managing electronic communication that leverages the power of
cloud computing. Instead of hosting email servers on-premise, businesses and individuals can host their
email infrastructure on the cloud, which is essentially a network of servers located in various parts of
the world. This method of email management has several advantages, including scalability, cost-
effectiveness, and enhanced security features.

3.1.1.2 Email Protocols

Email protocols establish communication between the sender and receiver for the transmission of email.
Email forwarding includes components like two computers sending and receiving emails and the mail
server. There are three basic types of email protocols.

Types of Email Protocols: SMTP, IMAP, POP

SMTP (Simple Mail Transfer Protocol):

Simple Mail Transfer Protocol is used to send mails over the internet. SMTP is an application layer and
connection-oriented protocol. SMTP is efficient and reliable for sending emails.

POP(Post Office Protocol):

Post Office Protocol is used to retrieve email for a single client. POP3 version is the current version of
POP used.

IMAP(Internet Message Access Protocol):

Internet Message Access Protocol is used to retrieve mails for multiple clients. There are several IMAP
versions: IMAP, IMAP2, IMAP3, IMAP4, etc.

MIME(Multipurpose Internet Mail Extension Protocol):

Multipurpose Internet Mail Extension Protocol is an additional email protocol that allows non-ASCII
data to be sent through SMTP. It allows users to send and receive different types of data like audio,
images, videos and other application programs on the Internet. It allows to send multiple attachments
with single message. It allows to send message of unlimited length.

(Non-ASCII characters are those that are not encoded in ASCII, such as Unicode, EBCDIC, etc. ASCII
is limited to 128 characters and was initially developed for the English language.)
Cloud email works by storing email data on remote servers, which are maintained by a third-party
provider. This is a departure from traditional email systems, which typically involve storing data on
local servers. With cloud email, users can access their emails from anywhere, at any time, as long as
they have an internet connection. Cloud email providers offer a range of services, including email
hosting, spam filtering, virus protection, and email archiving. These services are typically offered on a
subscription basis, with users paying a monthly or annual fee. The cost of a cloud email service can
vary depending on the provider and the specific features included in the package.
3.1.1.3 Benefits of Cloud Email

One of the main benefits of cloud email is scalability. As a business grows, its email needs can change.
With cloud email, businesses can easily scale up or down their email services to match their needs. This
flexibility can help businesses save money and resources.
Another benefit of cloud email is its cost-effectiveness. Because cloud email providers manage the
infrastructure, businesses can save on the costs associated with maintaining on-premise servers. This
includes hardware costs, software costs, and the cost of hiring IT staff to manage the servers.

3.1.1.4 Challenges of Cloud Email

While cloud email offers many benefits, it also presents some challenges. One of the main challenges is
data security. Because email data is stored on remote servers, there is a risk of data breaches. However,
many cloud email providers offer robust security features to mitigate this risk.
Another challenge is data privacy. When using a cloud email service, businesses must trust the provider
to handle their data responsibly. This requires careful consideration of the provider’s privacy policies
and practices.

3.2.1 CRM Management

Customer Relationship Management (CRM) is a technology for managing company's relationships and
interactions with customers and potential customers. The goal is simple: Improve business
relationships. CRM system is to provide small businesses and enterprise customers with a central place
to store prospect/customer information, track interactions, and manage these relationships.

Some examples of CRM Systems:

Salesforce—integrated CRM system
Hubspot—inbound marketing CRM
Zendesk—sales CRM

3.2.1.1 How Does a CRM System Work?

A CRM system stores prospect/customer data obtained from different channels such as company
website, live chats, social media, PR, and others. One can also manually add data from offline sources,
such as events, in-store purchases, third parties, etc. After storing the data, you can leverage CRM
and email marketing to automate interactions between you and your customers, nurture and convert
prospects into repeat customers, and establish long-term, mutually beneficial customer relationships.
You can also track subscribers’ behaviors to learn about their buying habits and preferences. These
insights can help stakeholders make accurate customer-informed decisions, as well as empower your
sales reps to identify and bridge gaps in the sales funnel.

3.2.1.2 CRM Model

The realm of enterprise systems has changed dramatically from being standalone systems that
enable specific departments to carry out a specific set of tasks. They now play a much bigger role
in modern enterprise.

3.2.1.3 Cloud Based CRM

In today’s highly integrated IT environment, enterprises need to work in a cohesive manner with all
other systems within (and without) the enterprise, so organizations can drive better value.
For this reason, organizations need to make strategic moves to rationalize their IT environment so that
the underlying applications fit into the new cloud CRM strategy.
With intuitive UIs, deep integration capabilities, and round-the-clock accessibility, cloud CRMs are a
great tool to improve team productivity and enhance business agility. Teams can seamlessly carry out
tasks across multiple departments, and locations with ease.

Definition: Cloud-Based CRM

A cloud-based CRM (or cloud CRM) is CRM software hosted on the cloud. It can be accessed from any
device, enabling users to access the same information at the same time. By offering instant access to
real-time insights, it allows to automate critical processes such as qualifying leads, closing sales deals,
and ensuring better customer service for increased customer retention rates.

3.2.1.4 Reasons to Implement a Cloud CRM

1. Easy Set Up
For any enterprise system to be widely adopted, it should be easy to set up and use. With cloud CRM,
one can get up and running in no time. Only need is to do is purchase the CRM software, log into the
system.

2. Seamless Integration
Ensuring fulfilling customer experiences tops the list for any sales organization. Cloud CRM can
provide teams with end-to-end visibility into customer information such as personal details, and order
history. With instant access to important customer data, teams can make better sales decisions, and
boost customer experience with timely service and support.

3. Around-the-Clock Accessibility
With cloud CRM, teams can enjoy around-the-clock access to data and respond to customer queries in
real-time. From the office, to on the road, even from the comfort of their own home, the sales team can
access these data using the device of their choice. Teams can make urgent sales calls on-the-go, make
changes to sales proposals, quickly sift through the prospect list, send emails to their managers, and
more.

4. Unlimited Sales Capabilities

Using cloud CRM, teams can run multi-channel campaigns, nurture leads, personalize customer
journeys, get insight into sales performance, track metrics, and communicate and collaborate with
resources across the sales organization. It allows organizations of different sizes and industries
customize the solution to suit specific business requirements.

5. Increased Productivity
Whether it is contacting a lead, unearthing insights into customer behavior, making a sales call or
personalizing an interaction, a cloud CRM enables sales teams to have access to a variety of tools
needed to drive better sales outcomes.
Because teams have real-time access to the data they need, there is a clear increase in productivity
levels; teams no longer must sort through different applications to find the data they need.

3.3.1. Main Components of a CRM Strategy:

 Customer service,
 HR (Human Resources) management,
 Lead management,
 Marketing, analytics,
 Pipeline management,
 Workflow automation,
 Sales,
 Automation, and Business reporting

3.3.2.1 Types of CRM

3.3.2.1.1 Strategic CRM
Strategic CRM is a type of CRM in which the business puts the customers first. It collects, segregates,
and applies information about customers and market trends to come up with better value proposition for
the customer.

3.3.2.1.2 Operational CRM:

Operational CRM is oriented towards customer-centric business processes such as marketing, selling,
and services. It includes the following automations: Sales Force Automation, Marketing Automation,
and Service Automation.

Salesforce is the best suitable CRM for large established businesses and Zoho is the best CRM for
growing or small-scale businesses.

3.3.2.3 Marketing Automation:

Marketing automation involves market segmentation, campaigns management, event-based marketing,
and promotions. The campaign modules of Marketing Automation enable the marketing force to access
customer-related data for designing, executing and evaluating targeted offers, and communications.
3.3.2.4 Analytical CRM:
Analytical CRM is based on capturing, interpreting, segregating, storing, modifying, processing, and
reporting customer-related data. It also contains internal business-wide data such as Sales Data
(products, volume, purchasing history), Finance Data (purchase history, credit score) and Marketing
Data (response to campaign figures, customer loyalty schemes data). Base CRM is an example of
analytical CRM. It provides detailed analytics and customized reports

3.3.2.5 Collaborative CRM

Collaborative CRM is an alignment of resources and strategies between separate businesses for
identifying, acquiring, developing, retaining, and maintaining valuable customers. It is employed in
B2B scenario, where multiple businesses can conduct product development, market research, and
marketing jointly.
4.1 CRM Software Buying Considerations:

4.2 Salesforce.com and CRM SaaS

Perhaps the best-known example of Software as a Service (SaaS) is the Customer Relationship
Management software offered by Salesforce.com whose solution offers sales, service, support,
marketing, content, analytical analysis, and even collaboration through a platform called Chatter.
Salesforce.com was founded in 1999 by a group of Oracle executives and early adopters of many of the
technologies that are becoming cloud computing staples.
Salesforce.com extended its SaaS offering to allow developers to create add-on applications, essentially
turning the SaaS service into a Platform as a Service (PaaS) offering called the Force.com Platform.
Applications built on Force.com are in the form of the Java variant called Apex using an XML syntax
for creating user interfaces in HTML, Ajax, and Flex. Nearly a thousand applications now exist for this
platform from hundreds of vendors
4.2.1 Reasons why Companies find Salesforce CRM to be the Best CRM

a. Scalability & Customization:

CRM software is an investment. So, not only should it take care of a business’ present requirements, but
also of future needs as well; and every company that makes such an investment requires THAT
assurance. That is exactly what Salesforce is capable of doing.
b. Multitenant Architecture:
One of the major advantages of Salesforce is that its performance does not vary between large or small
clients. Every business client – big or small, has the advantage of having access to one infrastructure
and one platform. That means all customers have common networking, hardware and software
platform. The multitenant architecture also ensures that updates and upgrades are instantaneous, without
any requirement of customer intervention.

5.1.1 Project & Project Management

A project is a temporary endeavor undertaken to produce a unique product, service, or result. A project
is also a problem scheduled for solution. Project management is application of knowledge, skills,
tools, and techniques to project activities to meet project requirements. Project management is
accomplished by applying the processes of initiating, planning, executing, monitoring and controlling,
and closing. All projects are constrained by Performance, Time, Cost, and Scope requirements. Only
three of these can have values assigned. The fourth must be determined by the project team.
Projects tend to fail because the team does not take time to ensure that they have developed a proper
definition of the problem being solved. The major phases of a project include concept, definition,
planning, execution and control, and closeout.
5.1.2 Cloud Based Project Management:
This type of system enables team leaders and employees to work using several network tools inside the
software, rather than relying on old-fashioned tools, such as a whiteboard. Cloud project management
can make managing projects easier for both employees and managers. Using this type of software varies
from company to company, but it ultimately provides the same uses and benefits.

Definition:
A cloud-based project management software coordinates the planning, collaborating, monitoring, and
delivering of a project. It allows project managers and teams to get work done using a network of tools
available within the software, rather than using a plain old whiteboard and sticky notes

Team & Tools

If any team is going to work, well, like a team, they are going to need to have the tools to do it. By
supplying them with software that is actually hosted in the cloud, they have access to these necessary
tools whenever they have access to the Internet.
These solutions mean that collaboration is n’t reliant on the mall being in the same place to work, or
even working on it at the same time. It is very easy to guarantee that the entire staff will be working
with the same toolkit, as one can push out updates through the cloud as well

5.1.3 Data Visualization

Part of running an effective business is the capability to take the information Collect during your
operations and use it to improve the operations in the future. A helpful means of doing so is by using a
cloud platform to collect the data that all of your users generate, aggregating it and identifying patterns
and trends that appear. Since the amount of data involved is staggeringly massive, a cloud solution is
the preferable option for most businesses to do so. In this way, a business can pool the collaborative
efforts of their staff in to a single endeavor.

5.2 Event Management:

Definition:
Event management is the application of project management to the creation and development of small
and/or large-scale personal or corporate events such as conferences, ceremonies or conventions etc..

5.3 Task Management:

As one of the environment that involve a large number of participants, information, and resources, also
tend to benefit from the use of a time-efficient task management system.
Definition:
Task management is the process of monitoring project's tasks through their various stages from start to
finish. This involves actively making decisions for various tasks to accommodate changes that can
occur real-time, with project end goal being the successful completion of all tasks.

5. 3.1 Task Management Using Cloud Services:

Accessing information in today’s world has taken a leap with the development in technology which
given way to Cloud based task management system to be the new task management system. The need
of online system has increased rapidly during these past years. Online task management system has
been doing a very good task in eliminating the need of hardcopies, spaces, protocols and time. Cloud
based task management system indicates the need of connection between the users and system.

Users submit tasks to the cloud system, and the cloud system includes three modules: task manager,
resource manager and scheduler. The cloud system sends tasks to the task manager, which processes
tasks in batch mode and obtains information such as the sizes of tasks. The resource manager uniformly
manages all virtual machines and obtains information such as the computing speeds of virtual
machines.
After obtaining information such as the sizes of tasks submitted by the task manager and the computing
speeds of virtual machines submitted by the resource manager, the scheduler starts working.

The scheduler is the core component and is responsible for allocating tasks to virtual machines

3.6.1 Calendar
Calendars are useful tools for keeping track of upcoming meetings, deadlines, and milestones. They can
help you visualize your schedule and remind you of important events, such as holidays and vacation
time.

3.6.1.1 Calendar in Cloud Computing:

A digital calendar is a collaborative or personal time management software with a calendar that can be
used to keep track of planned events. The calendar can also contain an appointment book, address book
or contact list. Common features of digital calendars are that users can: Enter their own events.

With an overview to others’ calendar schedule, it negates the need to personally contact everyone for
scheduling any meeting or an event. Just share your availability in online calendar to keep everyone in
your immediate work circle informed. Having an easy to use online calendar and task scheduling
tool helps in keeping a track of all upcoming events and tasks. It allows you to be better organized by
staying in sync with all your team members.
An online calendar and task scheduling tool can be used for prioritizing tasks. It ensures timely
completion of high priority tasks, while assuring rest of the tasks are also done within the estimated
timelines. It eliminates the need to go back and forth through work emails and choose what needs to be
done first.
A task calendar represent a base calendar that you can apply to individual tasks to control their
scheduling, usually independent of the project calendar or any assigned resources' calendars. By
default, all tasks use the project calendar as the base calendar.

3.6.1.2 Hunt Calendars

Hunt Calendars (offers event-based web calendars.)
Useful features include reminders, notification of event conflicts, notification of new and updated
events, and the like. The calendar’s site lets you add web links and images to calendar events, which is
fairly unique Ability to customize the color scheme and graphics to reflect your organization’s look and
feel. Hunt Calendars particularly attractive to businesses and community groups.

3.6.2 Word Processing

Word Processing refers to the act of using a computer to create, edit, save and print documents. In order
to perform word processing, specialized software (known as a Word Processor) is needed. One example
of a Word Processor is Microsoft Word, but other word processing applications are also widely used.

An online 3.6.2.1 Web Based Word Processor

word processor provides the ability to create, edit, share, save, and access your documents from
anywhere, anytime. The online versions of these programs work in real-time, so you don't have to
worry about saving your work, and they allow multiple contributors to collaborate and edit documents
all at once. Web-based word processors such as Office Online or Google Docs are a relatively new
category.

Benefits:
Browser-based word processors make it easy for multiple people to collaborate on the same document.
For example, Word on Office.com lets users track their changes, leave comments, tag and assign
tasks to others, and review previous versions of the document.

3.6.3 Presentation:
Presentations are typically demonstrations, introduction, lecture, or speech meant to inform, persuade,
inspire, motivate, build goodwill, or present a new idea/product. Presentations usually require
preparation, organization, event planning, writing, use of visual aids, dealing with stress, and answering
questions.

A presentation conveys information from a speaker to an audience. Presentations are typically

demonstrations, introduction, lecture, or speech meant to inform, persuade, inspire, motivate, build
goodwill, or present a new idea/product.Presentations usually require preparation, organization, event
planning, writing, use of visual aids, dealing with stress, and answering questions. “The key elements of
a presentation consists of presenter, audience, message, reaction and method to deliver speech for
organizational success in an effective manner.” Presentations are widely used in tertiary work settings
such as accountants giving a detailed report of a company's financials or an entrepreneur pitching their
venture idea to investors. The term can also be used for a formal or ritualized introduction or offering,
as with the presentation of a debutante. Presentations in certain formats are also known as keynote
address. Interactive presentations, in which the audience is involved, are also represented more and
more frequently. Instead of a monologue, this creates a dialogue between the speaker and the audience.
The advantages of an interactive presentation is for example, that it attracts more attention from the
audience and that the interaction creates a sense of community.

3.7.1. Spreadsheet
A spreadsheet is a tool that is used to store, manipulate and analyze data. Data in a
spreadsheet is organized in a series of rows and columns and can be searched, sorted,
calculated and used in a variety of charts and graphs. A spreadsheet consists of cells in
which one can enter and calculate data. The cells are organized into columns and rows.
A spreadsheet (worksheet) is always stored in a workbook. A workbook can contain
many worksheets. Think of it as a book.

3.7.2 Databases:
Database, any collection of data, or information, that is specially organized for rapid search and
retrieval by a computer. Databases are structured to facilitate the storage, retrieval, modification, and
deletion of data in conjunction with various data-processing operations.
3.7.3 Desktop:
A desktop computer (often abbreviated desktop is a personal computer designed for regular use at a
stationary location on or near a desk (as opposed to a portable computer) due to its size and power
requirements. The most common configuration has a case that houses the power supply, motherboard (a
printed circuit board with a microprocessor as the central processing unit, memory, bus, certain
peripherals and other electronic components), disk storage (usually one or more hard disk drives, solid-
state drives, optical disc drives, and in early models floppy disk drives); a keyboard and mouse for
input; and a monitor, speakers, and, often, a printer for output. The case may be oriented horizontally or
vertically and placed either underneath, beside, or on top of a desk.
Desktop computers with their cases oriented vertically are referred to as towers. As the majority of
cases offered since the mid-1990s are in this form factor, the term desktop has been metonymically used
to refer to modern cases offered in the traditional horizontal orientation.

3.8.1: Social Networks and Groupware

3.8.1.1 Social Network Group: Virtual Meeting or Community Space

Instead of posting notices on a physical bulletin board, one can post notices on a virtual message board.
Instead of exchanging brochures and papers by hand, upload photos, documents, and other files for all
to share. Points to remember when building a Social Network Groups:

1)Be specific with the group theme.

2) Encourage members to get involved.
3) Be active in moderating and managing discussion.
4) Aim for a diverse range of content and topics.
5) Make sure the group offers something unique.

Social Applications:
Social cloud applications allow a large number of users to connect with each other using social
networking applications such as Facebook, Twitter, Linkedln, etc. There are the following cloud based
social applications:

i.Facebook
Facebook is a social networking website which allows active users to share files, photos, videos, status,
more to their friends, relatives, and business partners using the cloud storage system. On Facebook,
users’ will always get notifications when our friends like and comment on the posts.

ii. Twitter
Twitter is a social networking site. It is a microblogging system. It allows users to follow high profile
celebrities, friends, relatives, and receive news. It sends and receives short posts called tweets.

iii. Yammer
Yammer is the best team collaboration tool that allows a team of employees to chat, share images,
documents, and videos.

iv. LinkedIn
LinkedIn is a social network for students, fresher’s, and professionals.

3.8.1.2 Groupware:
Groupware refers to software that allows multiple users work together on one project while sitting in
locally and remotely with each other at the real time, so it is also known as “Collaboration Software“.
With the help of groupware, multiple users can exchange emails, documents, shared database access,
organized online meeting in between various users and they able to see each other as well as view
information to other users, collective writing, calendaring, task management, scheduling, and more
activities.

i. Evaluating Online Groupware

For larger businesses, a social network group probably won’t suffice. What you need instead is a
collection of web-based collaborative tools that help your team members not only communicate with
each other but also manage their group projects. This type of solution is commonly known as
groupware, and when it’s based in the cloud it’s called online groupware.

ii.Groupware is Collaboration Software for Workgroups

Online groupware does away with the physical constraints of traditional groupware, letting members
from throughout an organization, in any location, access group assets. In practicality, online groupware
typically includes some or all of the following tools:

File and document uploading and sharing Web calendar Task/project manager Message boards Text-
based chat rooms / instant messaging Wiki-like collaborative pages Blogs

iii. Online Groupware

It puts all group communications (and, in some cases, files) all in one place—and that one place is
accessible to group members in any location, as long as they have an Internet connection.
Second, groupware makes it easier to communicate, which should reduce the number of meetings and
conferences calls, as well as traffic. Finally, all this could increase group’s collective and members’
individual productivity.
Features of Social Media Sites:

 No IT support is necessary, nor do you have to lease web hosting space;

 The social network site maintains all the servers and technology.
 All of these sites are easy to join and easy to use.
 Social Network Groups are less useful for larger business
 Finally, many businesses aren’t comfortable posting their business on a non-secure third- party
site, especially when more secure options are available