Bridging the Last Mile Gap with Server-side Integration NO Outlook Plug-ins Required Aldo Zanoni  CEO and Managing Directo...
Agenda <ul><li>Last Mile Adoption Gap Challenges </li></ul><ul><li>How Transparent Synchronization Helps Solves the Last M...
What Causes the Last Mile User Adoption Gap? x CRM
Last Mile Challenges – Audience Poll <ul><li>What causes this lack of adoption? </li></ul><ul><ul><li>CRM doesn’t align wi...
What are some of the legacy Plug-in Challenges/Limitations? <ul><li>Only work with the Windows Outlook  </li></ul><ul><li>...
And What are some of the Plug-in Challenges/Limitations?  <ul><li>Upgrading your desktop OS, Exchange or version of Outloo...
How Does Direct Server-side Synchronization Help Solve the Problem?   Transparency - Simplicity <ul><li>Microsoft Outlook ...
Riva was developed based on the premise that <ul><li>“ Simplicity is the ultimate sophistication.” </li></ul><ul><li>  Leo...
Riva Started out as a GroupWise Integration Solution <ul><li>There were no CRM integration options for GroupWise because o...
“ Allow me to live in my email client and access and manage my  CRM content.” MANDATE TO THE RIVA DEVELOPER TEAM:
Solution – Riva Integration Server
Exchange and GroupWise CRMs and  SQL-based LOB applications    Think of Riva Integration Server as  a bridge between...
Riva CRM Integrations...
Riva Server-side Integrations CRM Integrations SQL Integrations MS Dynamics CRM MS Dynamics NAV MS SharePoint Salesforce O...
CRM Deployment is a Business Decision CRMs, ERPs and LOB applications  play a strategic role for management, sales and ser...
#1 Objective for Corporate Buy-in? Sales and customer service are  highly collaborative experiences. Riva fosters and  enh...
#1 Criterion for User Buy-in? If the CRM application is not  easy to use , it will not be  used! If the application does n...
Riva’s Server-side Advantages <ul><li>No-touch TM  integration  (no software to install on clients) </li></ul><ul><li>Tran...
Riva’s Strongest Asset: Transparency Riva makes your  email clients  an integral part of your CRM business processes Trans...
Riva ConnectBar TM  , AssignTo TM  and SmartConvert TM <ul><li>Riva ConnectBar TM  allows you to  r eview and edit opportu...
Opportunity Folder Contains Email Versions of Your Opportunities
Riva ConnectBar – Open Opportunity
Direct Edit Opportunity in SugarCRM
SmartConvert TM  Folders – Email
Riva Smart Convert Drop Folders - Outlook
Three versions of Riva <ul><li>Riva on Premise:   Install Riva on a Windows XP workstation or Windows server in your envir...
Riva Live – Cloud Edition
Riva SQL SDK - Supported DBs <ul><li>Riva’s SQL SDK allows companies to integrate information from their proprietary SQL-b...
Riva SQL SDK – Integration Points Unidirectional Synchronization of: <ul><li>Starter SDK </li></ul><ul><li>Contacts </li><...
Riva Helps Close the User Adoption Gap: <ul><li>Highly scalable, server-to-server solution </li></ul><ul><li>Transparent t...
In Summary <ul><li>Single server-side installation - quick to deploy – no plug-ins to install on any client machines or mo...
Thank you! Aldo Zanoni  CEO and Managing Director  Omni Technology Solutions 780.423.4200 Ext. 232 www.omni-ts.com   Use o...
Outlook, Entourage, Snow Leopard  and GroupWise Client Screenshots
Outlook Inbox
Riva Live – Cloud Edition
Mac Snow Leopard Opportunities
Mac Snow Leopard SmartConvert
Mac Snow Leopard iCal
Mac Entourage Address Book
Mac Entourage CRM Calendar
Mac Entourage CRM Opportunities
Mac Entourage CRM Contact
Mac Snow Leopard Opportunities Folder
CRM – Opportunity Folder
MS Dynamics CRM – Open Opportunity
CRM – Opportunity View
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Riva CRM Integration For Exchange

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Riva Integration Server delivers transparent, bi-directional CRM integration for ALL Exchange and GroupWise clients – Microsoft Outlook, Outlook Web Access, Entourage for Mac (See Videos), ActiveSync mobile devices, BlackBerry and GroupWise. Synchronize contacts, leads, accounts, appointments, tasks and phone calls between your email system and CRM.

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  • Customers are dissatisfied with client-side CRM plug-ins for Outlook. They are looking for a simpler, more scalable, transparent solution. Senior-level contact at Microsoft Canada interested in WebAccess integration – cloud computing tie-in. CRM-specific information not available in Outlook (opportunities, quotes, cases). Client-side implementation – difficult to scale, costly implementation, multiple clicks, sync may not work, limited functionality, not core business for CRMs.
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  • Transcript of "Riva CRM Integration For Exchange"

    1. 1. Bridging the Last Mile Gap with Server-side Integration NO Outlook Plug-ins Required Aldo Zanoni CEO and Managing Director Omni Technology Solutions 780.423.4200 Ext. 232 [email_address] www.omni-ts.com
    2. 2. Agenda <ul><li>Last Mile Adoption Gap Challenges </li></ul><ul><li>How Transparent Synchronization Helps Solves the Last Mile Challenges </li></ul><ul><li>Riva Overview </li></ul><ul><li>Riva Screen Shots or Live Demo </li></ul><ul><li>Review Server-Side Screen Shots or Live Demo </li></ul><ul><li>Riva Live Promotion for SugarCon 2010 Attendees </li></ul><ul><li>Summary </li></ul>
    3. 3. What Causes the Last Mile User Adoption Gap? x CRM
    4. 4. Last Mile Challenges – Audience Poll <ul><li>What causes this lack of adoption? </li></ul><ul><ul><li>CRM doesn’t align with business processes </li></ul></ul><ul><ul><li>CRM interface is clunky </li></ul></ul><ul><ul><li>Problems caused by legacy Outlook plug-ins </li></ul></ul><ul><ul><li>Users don’t want to change the way they work </li></ul></ul><ul><ul><li>Perceived complexity </li></ul></ul><ul><ul><li>Takes too much time </li></ul></ul><ul><ul><li>Doesn’t work on my BlackBerry or iPhone </li></ul></ul><ul><ul><li>Double data entry </li></ul></ul><ul><ul><li>Poor integration </li></ul></ul><ul><ul><li>… </li></ul></ul>
    5. 5. What are some of the legacy Plug-in Challenges/Limitations? <ul><li>Only work with the Windows Outlook </li></ul><ul><li>No or few plug-ins for Mac, Linux or OWA </li></ul><ul><li>Need to be installed and maintained on your laptop, desktop and/or home machine </li></ul><ul><li>A separate and different application needs to be installed on your BlackBerry, iPhone or ActiveSync mobile device </li></ul><ul><li>Plug-in incompatibility between different versions of Exchange, Outlook and Windows desktop OS. </li></ul>
    6. 6. And What are some of the Plug-in Challenges/Limitations? <ul><li>Upgrading your desktop OS, Exchange or version of Outlook might require re-installing </li></ul><ul><li>Problems with plug-ins cause user frustration </li></ul><ul><li>Perceived complexity </li></ul><ul><li>How do you synchronize with more than one CRM? </li></ul><ul><li>Can you have more than one plug-in? </li></ul><ul><li>Just how reliable are the plug-ins? </li></ul>
    7. 7. How Does Direct Server-side Synchronization Help Solve the Problem? Transparency - Simplicity <ul><li>Microsoft Outlook </li></ul><ul><li>Microsoft Outlook, Outlook Web Access, BlackBerry, ActiveSync devices, Entourage for Mac, Mac Snow Leopard with iCal, Address Book and Mail </li></ul><ul><li>CRM System </li></ul>
    8. 8. Riva was developed based on the premise that <ul><li>“ Simplicity is the ultimate sophistication.” </li></ul><ul><li> Leonardo da Vinci </li></ul>
    9. 9. Riva Started out as a GroupWise Integration Solution <ul><li>There were no CRM integration options for GroupWise because of the complexity of developing plug-ins. </li></ul><ul><ul><li>(Lack of CRM integration is cited as one of the primary reasons companies migrate from GroupWise to Exchange) </li></ul></ul><ul><li>Omni chose a different strategy - direct server-side synchronization. </li></ul><ul><li>When we presented Riva to Exchange users, they asked, “ Why isn’t this available for Exchange? ” </li></ul><ul><li>Released Riva for Exchange in October, 2009. </li></ul>
    10. 10. “ Allow me to live in my email client and access and manage my CRM content.” MANDATE TO THE RIVA DEVELOPER TEAM:
    11. 11. Solution – Riva Integration Server
    12. 12. Exchange and GroupWise CRMs and SQL-based LOB applications Think of Riva Integration Server as a bridge between...
    13. 13. Riva CRM Integrations...
    14. 14. Riva Server-side Integrations CRM Integrations SQL Integrations MS Dynamics CRM MS Dynamics NAV MS SharePoint Salesforce Oracle CRM SAP CRM SugarCRM SageCRM Saleslogix NetSuite CRM GoldMine [email_address] And others... MS SQL Server Oracle MySQL Postgres …
    15. 15. CRM Deployment is a Business Decision CRMs, ERPs and LOB applications play a strategic role for management, sales and service staff. Businesses depend on and users LIVE in their CRM applications. But users also live in their Exchange clients! Riva is strategic with customers because it transparently integrates their CRM and Exchange .
    16. 16. #1 Objective for Corporate Buy-in? Sales and customer service are highly collaborative experiences. Riva fosters and enhanced productivity and collaboration without changing how people use their email client. Riva enhances profitability, sales and customer service by giving your employees access to accurate CRM information anytime and anywhere they have access to Outlook ® or GroupWise ® ! Increased Profitability (better customer service, more sales)
    17. 17. #1 Criterion for User Buy-in? If the CRM application is not easy to use , it will not be used! If the application does not work the way users expect it to work , it will not be used! Time is the most precious commodity users have. Riva gives time back to your users. Riva gives users access to accurate and updated information inside the CRM or inside their email client — any time and anywhere. Ease of Use
    18. 18. Riva’s Server-side Advantages <ul><li>No-touch TM integration (no software to install on clients) </li></ul><ul><li>Transparent to Exchange, GroupWise and CRMs </li></ul><ul><li>Compatible with hosted or on-premise CRMs and Exchange and GroupWise running on all server platforms </li></ul><ul><li>No new infrastructure or firewall changes required </li></ul><ul><li>Turns all email clients into transparent integrated CRM clients with support for caching and remote modes </li></ul>
    19. 19. Riva’s Strongest Asset: Transparency Riva makes your email clients an integral part of your CRM business processes Transparent, bi-directional synchronisation of appointments, phone calls, tasks, notes, address book contacts, accounts and organizations Transparent synchronisation of opportunities, quotes, sale orders, invoices, cases and others from CRM* to Exchange/Outlook and GroupWis e . *Synchronised modules are CRM specific
    20. 20. Riva ConnectBar TM , AssignTo TM and SmartConvert TM <ul><li>Riva ConnectBar TM allows you to r eview and edit opportunities, quotes, projects and cases directly from your Exchange client. </li></ul><ul><li>Riva SmartConvert Drop Folders TM allows users to drag-and-drop emails into a SmartConver folder (from all Exchange clients). Riva converts the email into a new opportunity, case, quote, etc. in your CRM. </li></ul><ul><li>Riva AssignTo TM allows users to drag-and-drop emails and automatically archive them against an existing CRM opportunity, case or quote. (The email is archived into the history.) </li></ul>See: www.omni-ts.com/crm-integration
    21. 21. Opportunity Folder Contains Email Versions of Your Opportunities
    22. 22. Riva ConnectBar – Open Opportunity
    23. 23. Direct Edit Opportunity in SugarCRM
    24. 24. SmartConvert TM Folders – Email
    25. 25. Riva Smart Convert Drop Folders - Outlook
    26. 26. Three versions of Riva <ul><li>Riva on Premise: Install Riva on a Windows XP workstation or Windows server in your environment to synchronize multiple accounts. </li></ul><ul><li>Riva Live: Riva offered in the cloud as SaaS. No hardware or software to install in your environment. Now in Public Beta . </li></ul><ul><li>(All SugarCon 2010 attendees are eligible to receive a free six-month Riva Live Premium Edition account. Drop your card off at our booth. Sign up at http://riva.omni-ts.com.) </li></ul><ul><li>Riva Hosted: Available for hosted email or CRM providers who want to offer Riva as a hosted solution to their customers. </li></ul>
    27. 27. Riva Live – Cloud Edition
    28. 28. Riva SQL SDK - Supported DBs <ul><li>Riva’s SQL SDK allows companies to integrate information from their proprietary SQL-based systems to Exchange or GroupWise </li></ul><ul><ul><li>Any ADO.NET supported DB </li></ul></ul><ul><ul><li>Any OLE DB or ODBC supported connection - MySQL, MS SQL Server, Oracle, PostGres, Microsoft Access, … </li></ul></ul><ul><ul><li>SQL queries extract the information and provide the information to Riva. </li></ul></ul><ul><ul><li>Riva provides all communication with GroupWise </li></ul></ul>
    29. 29. Riva SQL SDK – Integration Points Unidirectional Synchronization of: <ul><li>Starter SDK </li></ul><ul><li>Contacts </li></ul><ul><li>Organizations </li></ul><ul><li>Appointments </li></ul><ul><li>Tasks </li></ul><ul><li>Phone Calls </li></ul><ul><li>Advanced SDK* </li></ul><ul><li>Opportunities </li></ul><ul><li>Support Cases (incidents) </li></ul><ul><li>Quotes </li></ul><ul><li>Archive Email </li></ul><ul><li>Smart Convert </li></ul><ul><li>Riva Connect Bar </li></ul>* Available in Q2 2011
    30. 30. Riva Helps Close the User Adoption Gap: <ul><li>Highly scalable, server-to-server solution </li></ul><ul><li>Transparent to end-users - no plug-ins or mobile applications to install and manage </li></ul><ul><li>Resolves many of the causes of lack of adoption </li></ul><ul><ul><li>CRM Interface is clunky </li></ul></ul><ul><ul><li>Problems caused by legacy Outlook plug-ins </li></ul></ul><ul><ul><li>Users don’t want to change the way they work </li></ul></ul><ul><ul><li>Perceived complexity </li></ul></ul><ul><ul><li>Takes too much time </li></ul></ul><ul><ul><li>Doesn’t work on my BlackBerry or iPhone </li></ul></ul><ul><ul><li>Double data entry </li></ul></ul><ul><ul><li>Poor integration </li></ul></ul>
    31. 31. In Summary <ul><li>Single server-side installation - quick to deploy – no plug-ins to install on any client machines or mobile devices </li></ul><ul><li>Support for multiple CRMs – hosted or on premise </li></ul><ul><li>Supports hosted or on-premise Exchange 2010, 2007, 2003 and GroupWise 7.0.3 and 8 (Gmail support in Q4 2010) </li></ul><ul><li>Supports ALL Exchange desktop and mobile clients including Macs </li></ul><ul><li>Provides Advanced Smart Integration and interoperability with SmartConvert, AssignTo and ConnectBar </li></ul><ul><li>Riva Live: Cloud-based CRM integration – try it on-line at: http://www.omni-ts.com/crm-integration/riva-live.html </li></ul>
    32. 32. Thank you! Aldo Zanoni CEO and Managing Director Omni Technology Solutions 780.423.4200 Ext. 232 www.omni-ts.com Use our Contact Us link to get more information about Riva.
    33. 33. Outlook, Entourage, Snow Leopard and GroupWise Client Screenshots
    34. 34. Outlook Inbox
    35. 35. Riva Live – Cloud Edition
    36. 36. Mac Snow Leopard Opportunities
    37. 37. Mac Snow Leopard SmartConvert
    38. 38. Mac Snow Leopard iCal
    39. 39. Mac Entourage Address Book
    40. 40. Mac Entourage CRM Calendar
    41. 41. Mac Entourage CRM Opportunities
    42. 42. Mac Entourage CRM Contact
    43. 43. Mac Snow Leopard Opportunities Folder
    44. 44. CRM – Opportunity Folder
    45. 45. MS Dynamics CRM – Open Opportunity
    46. 46. CRM – Opportunity View
    47. 47. Riva Sync Policy Target
    48. 48. Riva Scheduling
    49. 49. Riva Address Books
    50. 50. Riva Calendar Settings
    51. 51. Riva Task Settings
    52. 52. Riva Other Settings
    53. 53. Riva SmartConvert Settings
    54. 54. Riva “Assign To” Settings
    55. 55. Riva Connection Option Settings
    56. 56. CRM Address Book in GroupWise ®
    57. 57. CRM Calendar in GroupWise ®
    58. 58. CRM Quotes, Opportunities, Cases …
    59. 59. Integrated CRM Dashboard View in GroupWise ®
    60. 60. Contact Integration – Microsoft CRM
    61. 61. Organization/Account Integration – Oracle CRM On Demand
    62. 62. Organization/Account Integration - SugarCRM
    63. 63. Task and Calendar Integration - Salesforce
    64. 64. Call, Appointment and Task Integration - GoldMine
    65. 65. Phone Call Integration – Info@hand
    66. 66. Lead Integration - SageCRM
    67. 67. Opportunities Integration - Salesforce
    68. 68. Service Request (Case) Integration - Salesforce
    69. 69. Dashboard Views – info@hand and GroupWise ®
    70. 70. SharePoint ® Integration for GroupWise
    71. 71. GroupWise Web Part Integration for SharePoint
    72. 72. Add GroupWise ® Web Parts to SharePoint ®
    73. 73. Facebook ® Integration for GroupWise ®
    74. 74. Representative Customers <ul><li>Corporate </li></ul><ul><ul><li>Hill Dickinson, UK </li></ul></ul><ul><ul><li>CPU Consultores, Portugal </li></ul></ul><ul><ul><li>GWAVA, Canada </li></ul></ul><ul><ul><li>Adaris Technologies, Canada </li></ul></ul><ul><li>Government </li></ul><ul><ul><li>East Texas Medical Center, US </li></ul></ul><ul><ul><li>Philadelphia Airports, US </li></ul></ul><ul><li>Education </li></ul><ul><ul><li>Large University, Germany </li></ul></ul>
    75. 75. Riva Live Configuration Screen Shots NO Outlook Plug-ins Required Aldo Zanoni CEO and Managing Director Omni Technology Solutions 780.423.4200 Ext. 232 [email_address] www.omni-ts.com
    76. 76. Riva Live – Cloud Edition Login
    77. 77. Riva Live – Welcome Screen
    78. 78. Riva Live – Select Your CRM
    79. 79. Riva Live – Provide CRM Credentials
    80. 80. Riva Live – Select Your Email Platform
    81. 81. Provide Exchange Connection Type and Credentials
    82. 82. Edit Connections, Sync Policy and View Logs
    83. 83. Configure Sync Start Time and Schedule
    84. 84. Configure Objects to Synchronize
    85. 85. Configure SmartConvert Settings
    86. 86. Configure AssignTo Settings
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