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Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
Turbo-Charge RightNow with Cloud Integration
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Turbo-Charge RightNow with Cloud Integration

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  • 1. Sean O’ConnellProduct and Channel MarketingTurbo-Charge RightNow With CloudIntegration © 2009 IBM Corporation
  • 2. Agenda Why Integrate RightNow? Cast Iron for RightNow Overview © 2010 IBM Corporation
  • 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. Integrating the RightNow Sales Cloud Marketing Shipping Sales Hottest Leads Customers & Orders Invoices Finance © 2010 IBM Corporation
  • 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. Integrating the RightNow Service Cloud RMA Shipping Service Warranty Customers & Orders Invoices Finance © 2010 IBM Corporation
  • 7. Common Integration Scenarios Legacy CRM App Home Grown 1 2 3 Migrate Synchronize Extract © 2010 IBM Corporation
  • 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. 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. 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. Cloud Application Use is Exploding Global Public Cloud Market: $55.5B in 201411 Source: IDC © 2010 IBM Corporation
  • 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. Which Demands Integration Integration is Critical in a Hybrid World Public Clouds Private Clouds Packaged Home-grown Applications Applications13 © 2010 IBM Corporation
  • 14. Needs Getting More and More Complex Integration Maximizes Value of Cloud Investments Packaged Home-grown Applications Applications14 © 2010 IBM Corporation
  • 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. Which Has Led to Dissatisfaction © 2010 IBM Corporation
  • 17. And Companies Re-evaluating the Cloud © 2010 IBM Corporation
  • 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. 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. 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. 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. Trusted22 © 2010 IBM Corporation
  • 23. Proven23 © 2010 IBM Corporation
  • 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. 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. 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. 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. 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. 10-min Live Demo What Configure Run Manage How © 2010 IBM Corporation
  • 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. 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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