Sean O’ConnellProduct and Channel MarketingTurbo-Charge RightNow With CloudIntegration                                   ©...
Agenda Why Integrate RightNow? Cast Iron for RightNow Overview                                   © 2010 IBM Corporation
Integrating the RightNow Sales Cloud         Marketing           I need to do                                     Shipping...
Integrating the RightNow Sales Cloud           Marketing                                              Shipping            ...
Integrating the RightNow Service Cloud                                                            Is her warranty         ...
Integrating the RightNow Service Cloud          RMA                                                    Shipping           ...
Common Integration Scenarios          Legacy CRM App                                   Home                               ...
Cast Iron — Company Overview            Corporate Facts                                Buzz    Founded in 2001 by integrat...
Post Acquisition Momentum                                                 Buzz   IBMs acquisition of Cast Iron Systems put...
Post Acquisition Momentum                                                 Buzz   Cast Iron acquisition helps IBMs Cloud Co...
Cloud Application Use is Exploding                   Global Public Cloud Market: $55.5B in 201411     Source: IDC         ...
And It’s Created a Hybrid World         Companies have both Cloud and On Premise Applications      Public Clouds          ...
Which Demands Integration                     Integration is Critical in a Hybrid World     Public Clouds                 ...
Needs Getting More and More Complex              Integration Maximizes Value of Cloud Investments       Packaged          ...
Existing Solutions are Incomplete               Integration Maximizes Value of Cloud Investments     Custom Code          ...
Which Has Led to Dissatisfaction                                   © 2010 IBM Corporation
And Companies Re-evaluating the Cloud                                        © 2010 IBM Corporation
Cast Iron Integration Platform                Integration Maximizes Proven. Trusted.                            Complete. ...
Complete     Complete Flexibility    Total Connectivity   Complete Reusability     For All Types of Projects              ...
Complete     Complete Flexibility     Total Connectivity   Complete Reusability   For All Types of Projects               ...
Complete                                                          OnDemand    On Premise   Cast Iron             Capabilit...
Trusted22        © 2010 IBM Corporation
Proven23       © 2010 IBM Corporation
Proven Results     Company         Description           Systems Connected         Integration Scenario                   ...
Case Study: Customer Support Integration, B2B and Partner Integration                    Leading security software vendor ...
Case Study: Customer Support Integration, B2B and Partner Integration                     Real-time integration delivered ...
Case Study: Customer Master, Lead Qualification Integration                       Leading market research company Business...
Case Study: Customer Master, Lead Qualification Integration                     Real-time integration delivered in 14 days...
10-min Live Demo What            Configure   Run   Manage How                                  © 2010 IBM Corporation
Summary: Cast Iron Integration Platform                                          Proven     Thousands of customer integrat...
Sean O’ConnellProduct and Channel MarketingTurbo-Charge RightNow With Cloud               Great Customer Experience No. 3,...
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Turbo-Charge RightNow with Cloud Integration

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Turbo-Charge RightNow with Cloud Integration

  1. 1. Sean O’ConnellProduct and Channel MarketingTurbo-Charge RightNow With CloudIntegration © 2009 IBM Corporation
  2. 2. Agenda Why Integrate RightNow? Cast Iron for RightNow Overview © 2010 IBM Corporation
  3. 3. Integrating the RightNow Sales Cloud Marketing I need to do Shipping a credit check Sales Where are my orders? ? ? ? What are my hottest leads? ? ? Has this Where are customer paid? my invoices? IMPACT Disappointed Finance prospects Lost revenue © 2010 IBM Corporation
  4. 4. Integrating the RightNow Sales Cloud Marketing Shipping Sales Hottest Leads Customers & Orders Invoices Finance © 2010 IBM Corporation
  5. 5. Integrating the RightNow Service Cloud Is her warranty Shipping RMA Is he a paying valid? customer? Service ? ? ? When is her ? service appointment? ? Is that part Was he available? really billed twice? IMPACT Angry Finance customers Low satisfaction rating © 2010 IBM Corporation
  6. 6. Integrating the RightNow Service Cloud RMA Shipping Service Warranty Customers & Orders Invoices Finance © 2010 IBM Corporation
  7. 7. Common Integration Scenarios Legacy CRM App Home Grown 1 2 3 Migrate Synchronize Extract © 2010 IBM Corporation
  8. 8. Cast Iron — Company Overview Corporate Facts Buzz Founded in 2001 by integration IBM and Cast Iron…this pair could be industry experts match made in enterprise heaven. Acquired by IBM May 2010 Pioneered SaaS / cloud integration With Cast Iron, IBM gets a proven Cloud integration-as-a-service solution. Unique focus on speed & simplicity — “Integration in Days” Thousands of customer integrations Recent Awards 96% customer retention Patented, Best-Of-Breed, Award- Winning technology8 © 2010 IBM Corporation
  9. 9. Post Acquisition Momentum Buzz IBMs acquisition of Cast Iron Systems puts together a dominant on- premise applications provider…with a top SaaS integration leader. This pair could be a match made in enterprise heaven. IBM bought Cast Iron Systems because…they do inter-enterprise integration better than anyone else…. …is a really good move for IBM as it establishes IBM as the de facto leader in Cloud integration. Cast Iron Systems…will allow IBM to offer…a complete platform to integrate cloud applications…with on-premise applications.... Overall, we consider this deal to be good for Cast Iron and IBM…. It’s a great way for IBM to go back to customers and say, ‘we can be your one-stop-shop for integration in the cloud’. With Cast Iron, IBM gets a proven Cloud integration-as-a-service solution. © 2010 IBM Corporation
  10. 10. Post Acquisition Momentum Buzz Cast Iron acquisition helps IBMs Cloud Computing ecosystem expand. Cast Iron…has a stellar list of partners…. Pretty much every SaaS company of note is on the roster. With the acquisition of Cast Iron Systems, IBM improves its cloud-based data integration capabilities. Cast Iron…will help IBM customers build hybrid clouds…. IBM bolstered its data-integration portfolio…. Cast Iron…will help IBM customers build hybrid clouds…. …IBM is not just getting powerful technology but also in one move it is taking control of the linkage between Cloud and anything else.... Cast Iron’s offerings will…advance IBM’s capabilities for a hybrid cloud model. © 2010 IBM Corporation
  11. 11. Cloud Application Use is Exploding Global Public Cloud Market: $55.5B in 201411 Source: IDC © 2010 IBM Corporation
  12. 12. And It’s Created a Hybrid World Companies have both Cloud and On Premise Applications Public Clouds Private Clouds Packaged Home-grown Applications Applications12 © 2010 IBM Corporation
  13. 13. Which Demands Integration Integration is Critical in a Hybrid World Public Clouds Private Clouds Packaged Home-grown Applications Applications13 © 2010 IBM Corporation
  14. 14. Needs Getting More and More Complex Integration Maximizes Value of Cloud Investments Packaged Home-grown Applications Applications14 © 2010 IBM Corporation
  15. 15. Existing Solutions are Incomplete Integration Maximizes Value of Cloud Investments Custom Code On-Demand On-Premise People intensive Rudimentary Capabilities Cloud is an Afterthought15 © 2010 IBM Corporation
  16. 16. Which Has Led to Dissatisfaction © 2010 IBM Corporation
  17. 17. And Companies Re-evaluating the Cloud © 2010 IBM Corporation
  18. 18. Cast Iron Integration Platform Integration Maximizes Proven. Trusted. Complete. Value of Cloud Investments Custom Code On-Demand On-Premise People intensive Rudimentary Capabilities Cloud is an Afterthought18 © 2010 IBM Corporation
  19. 19. Complete Complete Flexibility Total Connectivity Complete Reusability For All Types of Projects UI Mashups TIP Exchange Cast Iron Cloud2™ TIP Development Kit Process Integration Physical Appliances Virtual Appliances TIP Community Data Migration19 © 2010 IBM Corporation
  20. 20. Complete Complete Flexibility Total Connectivity Complete Reusability For All Types of Projects UI Mashups TIP Exchange Reduce Cast Iron Cloud2™ Save Up to 50% Save Up to 80% Increase Risk in Time & in Time Return Costs & Costs TIP Development Kit Process Integration Physical Appliances Virtual Appliances TIP Community Data Migration20 © 2010 IBM Corporation
  21. 21. Complete OnDemand On Premise Cast Iron Capabilities Custom Code Services Tools SolutionMultiple Deployment ModelsData MigrationBatch Process IntegrationReal-time Process Integration * *Workflow * *TIPsBasic & SaaS/Midmarket Connectivity *Complete Enterprise Connectivity *Data QualityUI MashupsMultiple Env. Included (Dev & DR)Template Development KitWeb Services API GatewayManagement APIsAutomatic 24*7 SupportHigh Availability * * * Partial Functionality21 © 2010 IBM Corporation
  22. 22. Trusted22 © 2010 IBM Corporation
  23. 23. Proven23 © 2010 IBM Corporation
  24. 24. Proven Results Company Description Systems Connected Integration Scenario RightNow, Oracle, Web Customers, support Leading security vendor Portal contracts, licenses, EDI Leading Project-based RightNow, Costpoint, Customer, License, A/R ERP provider SFA, H/R vendors sync, benefits data Leading Online Survey & RightNow, SQL Server, Panelists, Leads, Panelist provider Salesforce.com Opportunities, Support Business Process Flat-files/FTP, XML and Customer support tickets Outsourcing provider RightNow Online recruitment RightNow, Netsuite, DB Shop-floor Integration marketplace24 © 2010 IBM Corporation
  25. 25. Case Study: Customer Support Integration, B2B and Partner Integration Leading security software vendor Business Problems Enable Customer Support to have instant access of customer SLAs Integrate Oracle-based order mgmt. application (POMS) with On-Demand CRM (RightNow) 20 day deadline Abandoned in-house effort due to product limitations Competing Technologies Rejected custom code as it doesn’t scale Rejected AboveAll as it could not connect to RightNow RightNow — Oracle DB25 © 2010 IBM Corporation
  26. 26. Case Study: Customer Support Integration, B2B and Partner Integration Real-time integration delivered in 10 days Solution Cast Iron connects Order Mgmt. (Oracle) with On-Demand CRM (RightNow) in real-time Extract support data from POMS (SQL) Update RightNow in real-time using XML?HTTP No Coding to complete entire project Single Console to track transactions Simple Experience Deeply technical skills not required Results Entire project completed in 10 days Customer configured entire project without any training RightNow — Oracle DB Payback in less than two quarters26 © 2010 IBM Corporation
  27. 27. Case Study: Customer Master, Lead Qualification Integration Leading market research company Business Problems Multi-system integration Extract panelist info into RightNow Customer Support Extract Opportunities from RightNow to Salesforce.com Opportunity status sync from Salesforce.com to RightNow Tight deadlines Competing Technologies Rejected Custom code – Uses too many resources (coding and database admin) – Lacks scalability or visibility Database — salesforce.com — RightNow27 © 2010 IBM Corporation
  28. 28. Case Study: Customer Master, Lead Qualification Integration Real-time integration delivered in 14 days Solution Phase I – Move Panelist data to RightNow – Provided 360 degree view – Reps and Engagement team fully informed Phase II – Leads created in Salesforce.com from RightNow Opps – Campaigns with webforms create Opps in RightNow Results Phase I completed in 14 days Estimated $25K in labor savings in just 1st month, projected $150K savings in first year Data Warehouse — salesforce.com28 © 2010 IBM Corporation
  29. 29. 10-min Live Demo What Configure Run Manage How © 2010 IBM Corporation
  30. 30. Summary: Cast Iron Integration Platform Proven Thousands of customer integrations Trusted Strategic integration partner for all the leading cloud and on premise providers Complete A single platform for all your cloud and on premise integration needs30 © 2010 IBM Corporation
  31. 31. Sean O’ConnellProduct and Channel MarketingTurbo-Charge RightNow With Cloud Great Customer Experience No. 3,911,881Integration 3,911,881 that quintessential light © 2009 IBM Corporation
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