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CTOCRMAPP

CloudOps and Governance for Multi-Tenant CRM

Short Description

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.

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.

Project Info

  • Client:

    CTOCRMAPP

  • Services:

    CloudOps and Governance for Multi-Tenant CRM

  • Category:

    Technology

Proposed Solution & Architecture

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.

Outcomes of Project & Success Metrics

  • Operational Efficiency: Reduced CRM account provisioning time from 3–5 days to <4 hours with AFT.
  • Security & Compliance:
  • Achieved >90% compliance score in Security Hub.
  • 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.

TCO Analysis Performed

  • 30% savings on operations by automating account creation and enforcing preventive guardrails.
  • 20–25% cost optimization with Graviton EC2 adoption for CRM workloads.
  • Eliminated need for external governance tools, cutting ~25% compliance costs.

Lessons Learned

Early governance adoption prevents compliance drift and ensures consistent CRM tenant isolation.

AFT + IaC accelerates SaaS onboarding but requires strong version control.

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

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