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CTOCRMAPP

CloudOps and Governance for Multi-Tenant CRM

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Case Study

CTOCRMAPP, a SaaS CRM platform, required a governed multi-account AWS environment to support tenant isolation, compliance, and automated deployments. By leveraging AWS Control Tower with CfCTv2 and AFT, the customer established standardized governance, preventive and detective guardrails, and DevOps automation, enabling secure, scalable CRM delivery with reduced operational overhead.
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Problem Statement & Definition

Needed separate Dev, Test, and Prod accounts with consistent guardrails for CRM tenants.

Existing manual account provisioning caused delays and inconsistencies in deployments.

IAM and compliance drift created risks for customer data protection.

Lack of centralized monitoring and cost governance increased operational overhead.

Investors and customers demanded a governed SaaS CRM environment with strong compliance and automation.
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Proposed Solution & Architecture

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Governance

  • Deployed AWS Control Tower with OUs for Sandbox, Dev, and Production.
  • Enforced SCPs to restrict risky services, enforce encryption, and block public S3
    access.
  • Implemented IAM SOPs with least privilege roles and mandatory MFA.

Preventive Controls

  • Applied custom guardrails via CfCTv2 manifest.yaml.
  • Automated account provisioning through Account Factory for Terraform (AFT) for
    consistent tenant onboarding.

Detective Controls

  • Enabled AWS Config rules across accounts for compliance validation.
  • Integrated Security Hub and GuardDuty for continuous monitoring.

Automation

  • Built CI/CD pipelines using CodePipeline and Terraform for CRM workload
    deployments.
  • Integrated CloudFront with Lambda@Edge for global delivery and bot mitigation.

Cost Controls

  • Enforced tagging policies for tenant-level cost visibility.
  • Configured AWS Budgets and Cost Explorer for proactive spend tracking.

Our Approach

Outcomes of Project & Success Metrics

  • Operational Efficiency: Reduced CRM account provisioning time from 3–5 days to <4 hours with AFT.
  • Security & Compliance:
    o Achieved >90% compliance score in Security Hub.
    o IAM misconfigurations reduced by 65% through SOP enforcement.
  • Governance at Scale: 100% of tenant accounts inherit SCPs, logging, and monitoring baselines.
  • Developer Agility: Enabled faster feature testing with isolated Dev/Test environments.
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TCO @CloudTechon

TCO Analysis Performed

1. 30% savings on operations by automating account creation and enforcing
preventive guardrails.

2. 20–25% cost optimization with Graviton EC2 adoption for CRM workloads.

3. Eliminated need for external governance tools, cutting ~25% compliance costs

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Lessons Learned!

Early governance adoption

Prevents compliance drift and ensures consistent CRM tenant isolation

AFT + IaC

Accelerates SaaS onboarding but requires strong version control.

Compliance

Balancing developer agility with compliance is crucial—sandbox guardrails must allow flexibility without breaking governance.

Cost visibility

Cost visibility at the tenant level improves financial accountability and customer trust.

Pre / Post Migration Support
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