Hybrid IT: The Importance of Integration to Salesforce Success

Hybrid IT: The Importance of Integration to SalesforceSuccess
IT Professionals
Darren Cunningham, Informatica Cloud
Andrew Bartels, PSA Insurance & Financial Services
MartijnHoppenbrouwers and Don Franklin, Topcon
Mark Silber, Qualcomm

Session Agenda
Hear from IT leaders about their Salesforce integration strategy
Andrew Bartels, PSA Insurance & Financial Services
MartijnHoppenbrouwers, Topcon
Mark Silber, Qualcomm
Gain insight into best practices and outcomes
Discuss potential pitfalls and recommended next steps
www.InformaticaCloud.com
Visit us @ Booth #1115
Tweet: #DF11 @infacloud to Win

Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”
Enterprises procuring more Cloud solutions
Do you know how many SaaS apps you have running in your company?

Enterprises procuring more Cloud solutions
To be valuable, they must integrate with other systems
To make into a whole by bringing all parts together; unify
To join with something else; unite

Cloud Adoption Requires Data IntegrationBut the right approach to integration must be established early…
From SaaS Sprawl to SaaS Spaghetti?

Value of Cloud deployments maximized when integrated with other systems
Greater Adoption
Stronger Connection
More Business Value

Custom
Application
Custom
Application
Custom
Application
Custom
Application
Custom
Application
Mainframe
Welcome to Hybrid ITRequires cloud to ground and cloud to cloud integration
SaaS
PaaS
IaaS
YourNew
IT
Org
Your
Company

Andrew Bartels
Director of IT
PSA Insurance & Financial Services
Twitter: @adb1146

About PSA Insurance & Financial Services
PSA is a diversified insurance and financial services provider
Practice areas
P&C Insurance Broker
Employee Benefits Consulting
Retirement Plan Services / Fiduciary Consulting
Wealth Management
Headquartered in Hunt Valley, Maryland
Satellite offices in DC Metro & SE PA
150 Associates
Revenue $30 million
Recognized as a “Top 100 Broker” in US

The Normal Industry Model
P&C Insurance
Personal
Insurance
Business Owner / Executive
Retirement Plan
Wealth
Management
Employee Benefits

The PSA Differentiator
P&C Insurance
Personal
Insurance
Business Owner / Executive
Retirement Plan
Wealth
Management
Employee Benefits

Growth is good…buuuut
PSA has grown primarily through acquisition
Result - multiple silos of transactional data
Result - critical customer information was hidden or hard to access

Our Challenge
Create campaigns
Identify cross sell opps
Targeted marketing
Translate complex account & remuneration logic from AMS to Salesforce
Enhance Client relationship visibility

Solution
Salesforce has actually been implemented twice at PSA
1st Implementation - Stand alone CRM in 2009
Outcome: Low levels of adoption
2nd Implementation – Full Integrated CRM in 2011
Outcome: Currently used by 61 associates everyday
Fully integrated into day to day work flows across all business practices

Solution
Flexibility
Scalability
Reliability
Adopted a “Workflow first approach” within a very “inclusive” andhighly “agile” development process.

Our Approach: We Had to Become “Cloud First”
Requirements for new solutions:
Business Continuity
Disaster Recovery
Scalability
Other systems?
Compliance
BI in the cloud
DR in the cloud
Backup to the cloud

Topography
AWS Disaster Recovery
S3 Backup / Zmanda
GoodData BI / Dashboards
Jigsaw
BranchIT
Cloud Extend

Integration @ Work Example 1

Integration @ Work Example 2

Results
Cross-Sell
Metrics
Currently no more than 10% to 15% of our customer base is cross sold
Prior to integrating our backend data into SF this was even a hard metric to ascertain
Deploying Informatica Cloud and Salesforcehas opened the door to almost infinite possibilities

Impact on the Salesforce Implementation
Lessons Learned:
Importance of salesforce.com as a PARTNER
Resilience of Informatica Cloud
Automated Complexity (Account > Opportunity Split Ownership)
Cross Platform Workflows (AMS <> Salesforce)
Key Benefits:
Much greater visibility into data
Ability to create cross sell campaigns based on client data
Effective tracking and forecasting of new revenues

Feedback from Execs:
“For the majority of my career, I’ve been seeking a solution that brings together all of the information from our numerous disparate systems into one easy-to-use interface. For us, having our information in such a reportable and accessible fashion is the Holy Grail. With our new abilities, we’ll be able to both serve our clients better and enhance our revenues though more efficient and smarter cross-selling and account rounding initiatives.”
Chip Lewis,
PSA Managing Director

What’s Next?
Integration with our strategic partners
Integration with Wealth Management data
Integration with our primary Employee Benefits Application
Informatica Cloud

Lesson’s Learned
Understand your Workflows
What data do I need to collect?
Make sure everyone that needs to be in the room is during the design phase
Make sure you have a great Partner
Big
Shout Out
To…
00

Don Franklin
IT Project Manager,
Topcon Positioning Systems
MartijnHoppenbrouwers
Sr. Manager of Business Applications
Topcon Positioning Systems

About Topcon
Founded in 1932: Tokyo Optical Instrument Company
World leader in Precision Measurement and Positioning Solutions
Consolidated sales of approx $1.4 Billion in 2008
Toshiba Corporation is major shareholder
3 Major Business Units:
FineTech
Eye Care
Positioning

Our Challenge
Move all global support, service and repair operations to one system
Operations cover multiple companies, locations and time zones
Master data from three separate ERP systems to be integrated into one service solution

Solution: Service Cloud and Informatica Cloud
Selection of cloud was easy!
We need global coverage and would not be able to reach this level of performance and scalability on premise
Salesforce.com for Support and Service
Informatica Cloud for integrations

Informatica Cloud @ Work:Integration of Accounts, Products, Install Base, Inventory and Sales

Results
Live on time and on schedule
Continuous rollout to other locations and companies in the Topcon Family

Results: Mobile Exec Dashboards
Requirements
Anytime, Anywhere
Secure
Real time
Easy to use
KPI: Status vs Target (Daily and Monthly)
Using dashboards, Salesforcemobile lite, feeding Sales and Shipments information via Informatica Cloud
Data from Multiple Sources

What’s Next?
2011 Integrations and Reporting with SAP
2012 Continued rollout of Portals
2012 Introduction and rollout at Topcon family

Lessons Learned
Integration was key to the success of Salesforce
Integration and consolidation of information are valuable targets
Learn to become self sufficient on both Salesforce and Informatica
Combination of the two = true application platform

Mark Silber
IT Architect

Qualcomm Incorporated is the world leader in next-generation mobile technologies
INDUSTRY: High Tech
SALES: $11B
EMPLOYEES: 17,000+
GEOGRAPHY: 139 Worldwide Locations
HQ: San Diego, California

Our Challenge
Outgrew Salesforce.com Apex Data Loader
Rapidly changing business and integration requirements
Resource challenged for building integrations with our existing tools
And …….

We couldn’t give our users 8 monitors

Solution
From this …
Replaced Apex Data Loader with Informatica Cloud in 2009
Built dozens of integrations
No fuss – upgrades automatically
Also have TIBCO, Oracle BEPL, Informatica on premise
To this …

What do we integrate?
Oracle Customer Master, Shipments, AR Aging
Salesforce Opportunities to Oracle Demantra for forecasting
Employees, departments and locations (from our internal directory to Salesforce as Contacts and custom objects)
Other business data from internal systems
Salesforce to Salesforce
Custom Apps

Use Case: Salesforce Sandbox Refresh
Need to populate empty Salesforce sandboxes with limited production data
Before Informatica Cloud manually export and import data using Apex Data Loader
Configured Informatica Cloud to move the data automatically using Task Flows
4
hours of manual effort for every sandbox data refresh
4
hours to build the integration in Informatica Cloud
10
minutes to run with just 1 button click

Before you move data to Salesforce, ask the right questions …

Does the data need to be in Salesforce?
Need to include the data in dashboards and reports?
Need workflow / approvals on the data?
Need Mobile access (via Salesforce mobile)?
Need to display in lists versus on a single record?
Is the data reliable and accurate?
Data mash-up from external system too slow/complex?

Results
Having all relevant data in Salesforce has drastically improved core business processes and increased user adoption
Users only have to look in one place to get the answers they need about our customers
Integrating the data has enabled key business processes to be developed in Salesforce
Business analysts can prototype and develop integrations without having to rely on scarce IT integration development resources

Andrew Bartels
IT Director, @adb1146
MartijnHoppenbrouwers
Sr. Manager of Business Applications
Mark Silber
IT Architect, @SalesforceGuru
Darren Cunningham
VP Marketing, @dcunni
Visit us @ Booth #1115
Tweet: #DF11 @infacloud to Win

Visit Us @ Booth #1115

How Could Dreamforce Be Even Better? Tell Us!
Every session survey you submit is a chance to win an iPad 2!
Watch your inbox at the end of each day for an email from our survey partner, Alliance Tech.
Click on the personalized link to be directed to the survey page for the sessions you attended.

http://cloudintegration.wordpress.com	243
http://paper.li	90
http://feeds.feedburner.com	1

Hybrid IT: The Importance of Integration to Salesforce Success

by Darren Cunningham on Sep 07, 2011

Accessibility

Categories

Tags

Upload Details

Usage Rights

3 Embeds 334

Statistics

Hybrid IT: The Importance of Integration to Salesforce Success — Presentation Transcript