Riva Case Study (PPT)

© 2014 IBM Corporation

SPOT110: IBM Notes and Salesforce IntegrationCustomer Case StudyArt Altman, Director, New York Life InvestmentsAldo Zanoni, CEO, Riva CRM Integration

Agenda

Customer relationship management: $36 billion industry by 2017 (Gartner)

The critical role of integration in CRM success

Customer case study: New York Life Investments

Benefits of server-side CRM and email integration

CRM and email systems supported by Riva

Riva by the numbers

What Riva syncs between CRM and IBM Notes

Riva screenshots for IBM Notes 9

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One of fastest-growing segments of business software

Customer relationship management software is one of the fastest-growing segments in business software. Gartner expects the CRM industry to reach $36.5 billion by 2017.

CRM systems help you keep track of customers and manage interactions with them as they move through complicated sales cycles.

Ease of use and integration with business processes help drive CRM adoption and satisfaction.

Many companies still try to track customers in shared spreadsheets or other documents. This approach becomes unwieldy as you try to scale.

There are only 20 million users of commercial CRM today compared to at least 500 million people with customer-facing roles in sales, support, and marketing.1

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Source: “SugarCRM CEO Augustin on his 2014 Outlook and Limitations of the Cloud.” Silicon Valley Business Journal.

http://www.bizjournals.com/sanjose/news/2013/12/23/sugarcrms-larry-augustin-talks-market.html

CRM trends in 2014: What’s coming…

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CRM

Big data and

predictive analytics

Enterprise

social media

integration

Gamification

Integrated

marketing automation

Better integration of cross-channel

customer engagement

Custom mobile apps that

are more closely integrated

with business processes

Mobile security

Differentiated

customer experiences

Platform integrations

(ERP, financials, HCM,

email systems, databases,

Force.com)

The critical role of integration in CRM success

“It’s about the heterogeneous process—linking apps together in a seamless continuum that is a business process and not simply an attempt to automate data retrieval.”

“To achieve this, integration at the platform level is required. This is why companies such as Oracle, Salesforce.com, Microsoft, and Workday are all announcing integrations among their platforms. The plane on which vendors compete is shifting from applications to processes.”

“They need to be able to show enterprise customers that their platforms are extensible and can play with the other big boys, because one company will not own the cloud.”

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Source: “New Year, New Strategies” DestinationCRM.com

http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/New-Year-New-Strategies-93248.aspx%22

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New York Life Investments Customer Case Study


New York Life Investments is an indirect, wholly-owned subsidiary of New York Life Insurance Company.

New York Life Investments has $407 billion* in assets under management and it serves a variety of sectors—retail, institutional, bundled defined contribution and defined benefit, and guaranteed products.

New York Life Investments is the 29th-largest asset management firm in the U.S.

Headquartered in New York, NY with major locations in New York , NY, Parsippany, NJ, Westwood, MA, and Chicago, IL.

Over 2,000 employees.

*As of November, 2013

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Introduction to our Sales Distribution Model

Intermediaries

Our products are sold through registered intermediaries including:Large wire-house brokers (national and full service)Financial Advisors (regional)Registered Investment Advisors (Independent)New York Life Agents

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Customers

Introduction to our Sales Distribution Model

Sales Distribution includes collaboration among:Internal Sales Desk: (Internal Wholesalers)Wholesalers (External sales force)Key Account Managers

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Intermediaries Customers

NYLIM External Wholesalers

Key AccountsRep Service


NYLIM Internal Wholesalers

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External Wholesalers – “Out in the field” meeting with Reps in their territories to educate them on our funds

Sales Distribution Model – External Wholesalers

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Internal Sales Desk - Viewed as the “Command and Control Center”

Sales Distribution Model – Internal Sales Desk


NYLIM External Wholesalers

Key AccountsRep Service


NYLIM Internal Wholesalers


Provide a consolidated calendar for our internal sales desk, external reps and sales managers.

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NEED: SOLUTION:

Riva syncs IBM Notes, IBM Notes Traveler and Salesforce calendars bi-directionally.

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Riva: Calendar integration

Meeting with client

Phone call with client

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Riva: Calendar integration

Meeting with manager Private appointment

Team sales meeting


Sync specific inbound and outbound emails from IBM Notes to CRM as completed tasks.

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NEED:

With Riva, you can select which emails you want

to sync from IBM Notes to Salesforce.

SOLUTION:

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Riva: Email integration (received and sent items)

Log emails to CRM

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Riva: Email integration

View completed email tasks


Sync contact email addresses for sending outbound emails from IBM Notes. Filter contacts by territory.

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NEED: SOLUTION:

Riva syncs contact email addresses from CRM

to the IBM Notes contacts list.

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Riva: Contact and lead integration

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Riva: Contact and lead integration

CRM contacts


Sync calendars, contacts and email as close to real-time as possible.

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NEED:

Riva is configured to sync automatically once

every 5 minutes.

SOLUTION:

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Riva: Administration console

Set Riva sync interval

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Riva: Administration console

Show event monitor

Set peak time settings

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Riva Event Monitor

View sync processes in real time

Riva – Fault Tolerant Implementation at New York Life

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Riva implementation at New York Life Investments

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311122

Current number of Riva users at New York Life Investments.

Number of Notes Mail databases that Riva is connected to at New York Life Investments.

Number of IBM Domino servers used by Riva (one for Production,one for Failover). New York Life-supported Domino versions includeDomino server version 8.5.3 and the client is 8.5.2.

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Riva CRM IntegrationServer-side CRM integrationfor IBM Notes and Domino

Why did New York Life Investments choose Riva? Server-side synchronization

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Supported cloud and on-premise CRM systems

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Salesforce ProfessionalSalesforce EnterpriseSalesforce UnlimitedSalesforce DeveloperSalesforce Force.comSalesforce Portal

Microsoft Dynamics CRM 2013Microsoft Dynamics CRM 2011Microsoft Dynamics CRM 4.0Microsoft Dynamics NAV

Oracle Sales CloudOracle CRM On Demand

Sugar CESugar ProfessionalSugar CorporateSugar EnterpriseSugar Ultimate

Sage CRM Professional CloudSage CRM On-Premise 7.0Sage CRM On-Premise 6.0

Saleslogix CloudSaleslogix On-Premise 8.0+Saleslogix On-Premise 7.0+Saleslogix On-Premise 6.0+

GoldMine 2013GoldMine 9.xGoldMine 8.5+

NetSuite CRM

Supported email systems, clients, and mobile devices

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IBM Notes and DominoIBM SmartCloud (future support)IBM Notes TravelerBES for Notes

Exchange 2013Exchange 2010Exchange 2007Exchange 2003Exchange ActiveSyncBES for Exchange

Novell GroupWise 2014Novell GroupWise 2012Novell GroupWise 8.0+Novell GroupWise 7.3+Novell Data SynchronizerBES for GroupWise

Outlook 2013Outlook 2010Outlook 2007Outlook 2003Outlook Web AppOutlook on CitrixOutlook on Terminal ServerOutlook 2011 for MacApple Mail (Mac OS X)Entourage 2008 for MacEntourage 2004 for MacAll mobile devices…

Office 365Outlook 2013Outlook 2010Outlook 2007Outlook 2003Outlook Web AppOutlook on CitrixOutlook 2011 for MacApple MailEntourage 2008 and 2004All mobile devices…

Novell GroupWiseGroupWise WebAccess

GroupWise for Mac

All mobile devices…

IBM Notes 9IBM Notes 8IBM Notes 7IBM Notes 6IBM Notes for MacIBM Notes on CitrixIBM Notes for LinuxIBM iNotesAll mobile devices…

Office 365Exchange OnlineHosted ExchangeExchange ActiveSyncBES for Exchange

No separate plug-ins or mobile apps to install or manage

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Windows desktops and laptops Mac desktops and laptops Virtual desktops(Citrix, Terminal Services)

Web-based email clients(iNotes, Office 365, Outlook Web App,

GroupWise WebAccess)

Smartphones and tablet PCs(iPad, iPhone, Android, BlackBerry, Windows

Phone, Surface)

What Riva syncs between CRM and IBM Notes

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* Custom configuration required

to sync these objects.

Riva value proposition

Reliable, server-side synchronization No IBM Notes or Outlook plug-ins to install, configure, or manage Supports all IBM Notes, Exchange, Office 365, and GroupWise email clients Native mobile CRM integration (iPad, iPhone, Android, BlackBerry, Windows Phone) Syncs more CRM data than most IBM Notes and Outlook plug-ins (e.g., custom objects) Advanced email tracking capabilities (from desktops and mobile devices) Centralized user management with support for complex messaging environments Rule-based sync policies controls what Riva syncs for different users and groups Time-saving email-to-opportunity and email-to-case features Improves CRM adoption and satisfaction through better, seamless integration

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Riva by the numbers

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8001020

20080%2008

Number of Riva On-Premiseand Riva Cloud customers

Number of major banks that use Riva

Number of Fortune 500 companies that use Riva

Total number of Riva partners and resellers

Revenue growth in FY 2013

Year we launched Riva

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ScreenshotsSalesforce integration forIBM Notes and Domino

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Sync Salesforce contacts and leads…

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…to IBM Notes 9 and 8.5

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…and IBM iNotes

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Sync Salesforce accounts…

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…and IBM iNotes

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Sync Salesforce calendar events…

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…and IBM iNotes

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Sync Salesforce tasks…

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…to IBM Notes 9 and 8.5 To Do lists

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…and IBM iNotes To Do lists

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Sync IBM Notes emails to Salesforce…

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Sync IBM iNotes emails to Salesforce…

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IBM Notes emails logged in Salesforce

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Sync Salesforce opportunities…

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…and IBM iNotes

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Sync Salesforce cases…

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Sync Salesforce custom objects to IBM Notes 9 and 8.5

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Riva SmartCreate: Create Salesforce accounts and contacts

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…from IBM Notes 9 and 8.5

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Riva SmartConvert: Create Salesforce opportunities and cases

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…from IBM Notes 9 and 8.5

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Riva AssignTo: Track emails against CRM objects…

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…from IBM Notes to Salesforce

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Questions and Answers

Access Connect Online to complete your session surveys using any:– Web or mobile browser – Connect Online kiosk onsite

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Acknowledgements and Disclaimers

© Copyright IBM Corporation 2014. All rights reserved. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. IBM, the IBM logo, ibm.com, IBM Notes, IBM Domino, and IBM Notes Traveler are trademarks or registered trademarks of International Business Machines Corporation in the United

States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml

Salesforce.com, Microsoft, Sage, Oracle, New York Life, Saleslogix, GoldMine, NetSuite, Riva CRM Integration, Office 365, BlackBerry, iPad, iPhone, Android, and other company, product, or service names may be trademarks or service marks of others.

Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates.

The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.

All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.

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Riva Case Study (PPT)

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