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1. CRMUG SIG: CRM Administration
(ERP & CRM Integration Best
Practices)
Presenters:
Andy Kennedy
Brent Keilin

2. Agenda
• Staffing an Integration Project
• Capturing Integration requirements
- Defining integration points
o Common Integration points
- Integration Spreadsheet
o Source, Target, Frequency, Direction
• Data
- Clean workable data
- Data volume considerations
- Data Ownership
- ERP APIs
• Choosing an Integration Tool
• Questions?

3. Staffing an Integration Project
•
•
•
•
•
•
CRM Application Specialist
ERP Application Specialist
Integration Specialist
Project Manager (not a dual role)
ERP Technical Specialist*
CRM Technical Specialist

4. Capturing Integration Requirements
• An Integration Point is a cross section of data
between two integrated system where data is
common.
- ie: CRM Accounts to GP customers
- List Integration points at the lowest possible table
or entity. Sales Order Headers & Sales Order Lines

5. Capturing Integration Requirements

6. Capturing Integration Requirements
• Important Factors
- Source – Where is my data coming from
- Target – Where is my data going
- Direction – In which direction does the data need to
flow. One-way, Bi-Directional
- Frequency – How often to I need an integration
point to run. Hourly, Nightly, On-demand, Real
Time, etc.
- Key Fields – What are my primary keys and cross
reference points

7. Capturing Integration Requirements
Integration Point
Source (Spreadsheet,
Third Party, SQL,
Access, GP, etc…)
Target
Frequency (Hourly,
On Demand, Real
Time, etc…)
Direction
Key Fields
Notes
Accounts
MS CRM
AS 400
Real Time
Bi-Directional
Account Number
Trigger point – account becomes
customer.
Addresses
MS CRM
AS 400
Real Time
Bi-Directional
Account Number,
AddressID
Products
AS 400
MS CRM
Nightly
One Way
Product Number
CRM Data read only
Orders
MS CRM
AS 400
Real Time
Bi-Directional
Order Number
Creation of orders happen only in CRM.
Updates flow both ways.

8. DATA!
• Key Data Considerations
- Clean workable data –
o We all wish we could start fresh, but that’s not always an option. Clean data is
paramount to integration success.
- Data volume considerations –
o When planning integration projects, how much time to allot for data conversion.
o Cutover and go-live.
- Data Ownership*
o What is the system of record for each data entity
- ERP APIs*
o When at all possible, use ERP APIs to keep data integrity.
o Staging tables.

9. Choosing the Correct Integration Tool
• Considerations when choosing an integration
tool.
-
Cost
Speed
User Interface
Scheduling
Scalability
Customization Options

10. Choosing the Correct Integration Tool
Tool
Microsoft Dynamics
Connecter
Free!, Pre-configured
SMART Connect
Strong UI. Low-Med Cost.
Scribe
Strong Scheduling and UI.
Med – High Cost
SQL
High Speed, Probably free.
Informatica
High Gartner Numbers
BizTalk
InAport
Customization requires
SDK.
Requires SDK

11. Top 3 Topics
• Gaining buy in from ERP Team
• Data Ownership
• ERP APIs

12. Questions?