Hybrid IT: The Importance of Integration to Salesforce Success
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Hybrid IT: The Importance of Integration to Salesforce Success

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Are you struggling to integrate Salesforce with other systems? Are you looking for ways to get more from both cloud and on-premise investments? According to IDC research, “IT organizations are......

Are you struggling to integrate Salesforce with other systems? Are you looking for ways to get more from both cloud and on-premise investments? According to IDC research, “IT organizations are looking for ways to improve cloud governance and control, while also ensuring business continuity and continued innovation.” This session will feature three case studies outlining best practices and examples of how the right approach to data integration can accelerate Salesforce adoption and ROI. This session is brought to you by Informatica, a proud sponsor of Dreamforce.

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  • Goal:To solve business problems and to get out of the hardware business
  • Understand your WorkflowsSFDC is a great workflow but simply implementing a broken workflow in SFDC will not make it betterUnderstand what & how your workflows need to work on paper before you build your integrationYou’ll be surprised how many people “do it their way”What data do I need to collect?Moving data between systems means that you need to understand what data you collect in advanceHow does that Data need to be formatted / InformaticaCloud can do it but knowing you need to format it means you will get it right first timeMake sure everyone that needs to be in the room is during the design phaseMake sure all stake holders are included in the conversationNobody knows all the answers. The more stake holders right down to individual producers that are included in the design process the more buy in your will get.Make sure you have a great PartnerInformaticaCloud is a very powerful productHaving the right partner relationship in place will help you get the most out of your investment
  • No – this isn’t where I work, but it’s what most people think when they hear the word “Qualcomm”

Transcript

  • 1. 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
  • 2. 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
  • 3. 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?
  • 4. Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”
    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
    • 5. 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?
  • 6. Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”
    Value of Cloud deployments maximized when integrated with other systems
    Greater Adoption
    Stronger Connection
    More Business Value
  • 7. 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
  • 8. www.InformaticaCloud.com
  • 9. Andrew Bartels
    Director of IT
    PSA Insurance & Financial Services
    Twitter: @adb1146
  • 10. 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
  • 11. The Normal Industry Model
    P&C Insurance
    Personal
    Insurance
    Business Owner / Executive
    Retirement Plan
    Wealth
    Management
    Employee Benefits
  • 12. The PSA Differentiator
    P&C Insurance
    Personal
    Insurance
    Business Owner / Executive
    Retirement Plan
    Wealth
    Management
    Employee Benefits
  • 13. 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
  • 14. Our Challenge
    • Create campaigns
    • 15. Identify cross sell opps
    • 16. Targeted marketing
    Translate complex account & remuneration logic from AMS to Salesforce
    Enhance Client relationship visibility
  • 17. 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
    • 18. 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.
  • 19. Our Approach: We Had to Become “Cloud First”
    Requirements for new solutions:
    Business Continuity
    Disaster Recovery
    Scalability
    Other systems?
  • Topography
  • Integration @ Work Example 1
  • 28. Integration @ Work Example 2
  • 29. 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
  • 30. Impact on the Salesforce Implementation
    Lessons Learned:
    • Importance of salesforce.com as a PARTNER
    • 31. Resilience of Informatica Cloud
    • 32. Automated Complexity (Account > Opportunity Split Ownership)
    • 33. Cross Platform Workflows (AMS <> Salesforce)
    Key Benefits:
    • Much greater visibility into data
    • 34. Ability to create cross sell campaigns based on client data
    • 35. 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
  • 36. What’s Next?
    Integration with our strategic partners
    Integration with Wealth Management data
    Integration with our primary Employee Benefits Application
    Informatica Cloud
  • 37. 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
  • 38. Don Franklin
    IT Project Manager,
    Topcon Positioning Systems
    MartijnHoppenbrouwers
    Sr. Manager of Business Applications
    Topcon Positioning Systems
  • 39. 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
  • 40. 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
  • 41. 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
  • 42. Informatica Cloud @ Work:Integration of Accounts, Products, Install Base, Inventory and Sales
  • 43. Results
    Live on time and on schedule
    Continuous rollout to other locations and companies in the Topcon Family
  • 44. 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
  • 45. What’s Next?
    2011 Integrations and Reporting with SAP
    2012 Continued rollout of Portals
    2012 Introduction and rollout at Topcon family
  • 46. 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
  • 47. Mark Silber
    IT Architect
  • 48.
  • 49. Qualcomm Incorporated is the world leader in next-generation mobile technologies
    • INDUSTRY: High Tech
    • 50. SALES: $11B
    • 51. EMPLOYEES: 17,000+
    • 52. GEOGRAPHY: 139 Worldwide Locations
    • 53. 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 …….
  • 54. We couldn’t give our users 8 monitors
  • 55. 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 …
  • 56. 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
  • 57. 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
  • 58. Before you move data to Salesforce, ask the right questions …
  • 59. Does the data need to be in Salesforce?
    • Need to include the data in dashboards and reports?
    • 60. Need workflow / approvals on the data?
    • 61. Need Mobile access (via Salesforce mobile)?
    • 62. Need to display in lists versus on a single record?
    • 63. Is the data reliable and accurate?
    • 64. 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
  • 65. 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
  • 66. Visit Us @ Booth #1115
    www.InformaticaCloud.com
  • 67. 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.