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

    1. 1. Hybrid IT: The Importance of Integration to SalesforceSuccess<br />IT Professionals <br />Darren Cunningham, Informatica Cloud<br />Andrew Bartels, PSA Insurance & Financial Services<br />MartijnHoppenbrouwers and Don Franklin, Topcon <br />Mark Silber, Qualcomm<br />
    2. 2. Session Agenda<br />Hear from IT leaders about their Salesforce integration strategy<br />Andrew Bartels, PSA Insurance & Financial Services<br />MartijnHoppenbrouwers, Topcon <br />Mark Silber, Qualcomm<br />Gain insight into best practices and outcomes<br />Discuss potential pitfalls and recommended next steps<br />www.InformaticaCloud.com<br />Visit us @ Booth #1115<br />Tweet: #DF11 @infacloud to Win<br />
    3. 3. Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”<br />Enterprises procuring more Cloud solutions<br />Do you know how many SaaS apps you have running in your company?<br />
    4. 4. Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”<br />Enterprises procuring more Cloud solutions<br />To be valuable, they must integrate with other systems<br /><ul><li>To make into a whole by bringing all parts together; unify
    5. 5. To join with something else; unite</li></li></ul><li>Cloud Adoption Requires Data IntegrationBut the right approach to integration must be established early…<br />From SaaS Sprawl to SaaS Spaghetti?<br />
    6. 6. Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”<br />Value of Cloud deployments maximized when integrated with other systems<br />Greater Adoption<br />Stronger Connection<br />More Business Value<br />
    7. 7. Custom<br />Application<br />Custom<br />Application<br />Custom<br />Application<br />Custom<br />Application<br />Custom<br />Application<br />Mainframe<br />Welcome to Hybrid ITRequires cloud to ground and cloud to cloud integration<br />SaaS<br />PaaS<br />IaaS<br />YourNew<br />IT<br />Org<br />Your<br />Company<br />
    8. 8. www.InformaticaCloud.com<br />
    9. 9. Andrew Bartels<br />Director of IT<br />PSA Insurance & Financial Services<br />Twitter: @adb1146<br />
    10. 10. About PSA Insurance & Financial Services<br />PSA is a diversified insurance and financial services provider <br />Practice areas<br />P&C Insurance Broker<br />Employee Benefits Consulting<br />Retirement Plan Services / Fiduciary Consulting<br />Wealth Management<br />Headquartered in Hunt Valley, Maryland<br />Satellite offices in DC Metro & SE PA<br />150 Associates<br />Revenue $30 million<br />Recognized as a “Top 100 Broker” in US<br />
    11. 11. The Normal Industry Model<br />P&C Insurance<br />Personal<br />Insurance<br />Business Owner / Executive<br />Retirement Plan<br />Wealth <br />Management<br />Employee Benefits<br />
    12. 12. The PSA Differentiator<br />P&C Insurance<br />Personal<br />Insurance<br />Business Owner / Executive<br />Retirement Plan<br />Wealth <br />Management<br />Employee Benefits<br />
    13. 13. Growth is good…buuuut<br />PSA has grown primarily through acquisition<br />Result - multiple silos of transactional data<br />Result - critical customer information was hidden or hard to access<br />
    14. 14. Our Challenge<br /><ul><li>Create campaigns
    15. 15. Identify cross sell opps
    16. 16. Targeted marketing</li></ul>Translate complex account & remuneration logic from AMS to Salesforce<br />Enhance Client relationship visibility<br />
    17. 17. Solution<br />Salesforce has actually been implemented twice at PSA<br />1st Implementation - Stand alone CRM in 2009<br /><ul><li>Outcome: Low levels of adoption </li></ul>2nd Implementation – Full Integrated CRM in 2011<br /><ul><li>Outcome: Currently used by 61 associates everyday
    18. 18. Fully integrated into day to day work flows across all business practices</li></li></ul><li>Solution<br />Flexibility<br />Scalability<br />Reliability<br />Adopted a “Workflow first approach” within a very “inclusive” andhighly “agile” development process.<br />
    19. 19. Our Approach: We Had to Become “Cloud First”<br />Requirements for new solutions:<br />Business Continuity<br />Disaster Recovery<br />Scalability <br />Other systems?<br /><ul><li>Compliance
    20. 20. BI in the cloud
    21. 21. DR in the cloud
    22. 22. Backup to the cloud</li></li></ul><li>Topography<br /><ul><li>AWS Disaster Recovery
    23. 23. S3 Backup / Zmanda
    24. 24. GoodData BI / Dashboards
    25. 25. Jigsaw
    26. 26. BranchIT
    27. 27. Cloud Extend</li></li></ul><li>Integration @ Work Example 1<br />
    28. 28. Integration @ Work Example 2<br />
    29. 29. Results<br />Cross-Sell<br />Metrics<br />Currently no more than 10% to 15% of our customer base is cross sold<br />Prior to integrating our backend data into SF this was even a hard metric to ascertain<br />Deploying Informatica Cloud and Salesforcehas opened the door to almost infinite possibilities<br />
    30. 30. Impact on the Salesforce Implementation<br />Lessons Learned:<br /><ul><li>Importance of salesforce.com as a PARTNER
    31. 31. Resilience of Informatica Cloud
    32. 32. Automated Complexity (Account > Opportunity Split Ownership)
    33. 33. Cross Platform Workflows (AMS <> Salesforce)</li></ul>Key Benefits:<br /><ul><li>Much greater visibility into data
    34. 34. Ability to create cross sell campaigns based on client data
    35. 35. Effective tracking and forecasting of new revenues</li></li></ul><li>Feedback from Execs: <br />“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.”<br />Chip Lewis, <br />PSA Managing Director<br />
    36. 36. What’s Next?<br />Integration with our strategic partners<br />Integration with Wealth Management data<br />Integration with our primary Employee Benefits Application<br />Informatica Cloud<br />
    37. 37. Lesson’s Learned<br />Understand your Workflows<br />What data do I need to collect?<br />Make sure everyone that needs to be in the room is during the design phase<br />Make sure you have a great Partner<br />Big <br />Shout Out<br />To… <br />00<br />
    38. 38. Don Franklin<br />IT Project Manager, <br />Topcon Positioning Systems<br />MartijnHoppenbrouwers<br />Sr. Manager of Business Applications<br />Topcon Positioning Systems<br />
    39. 39. About Topcon<br />Founded in 1932: Tokyo Optical Instrument Company<br />World leader in Precision Measurement and Positioning Solutions<br />Consolidated sales of approx $1.4 Billion in 2008<br />Toshiba Corporation is major shareholder<br />3 Major Business Units: <br />FineTech<br />Eye Care<br />Positioning<br />
    40. 40. Our Challenge<br />Move all global support, service and repair operations to one system<br />Operations cover multiple companies, locations and time zones<br />Master data from three separate ERP systems to be integrated into one service solution<br />
    41. 41. Solution: Service Cloud and Informatica Cloud<br />Selection of cloud was easy!<br />We need global coverage and would not be able to reach this level of performance and scalability on premise<br />Salesforce.com for Support and Service<br />Informatica Cloud for integrations<br />
    42. 42. Informatica Cloud @ Work:Integration of Accounts, Products, Install Base, Inventory and Sales<br />
    43. 43. Results<br />Live on time and on schedule<br />Continuous rollout to other locations and companies in the Topcon Family<br />
    44. 44. Results: Mobile Exec Dashboards<br />Requirements<br />Anytime, Anywhere<br />Secure<br />Real time<br />Easy to use<br />KPI: Status vs Target (Daily and Monthly)<br />Using dashboards, Salesforcemobile lite, feeding Sales and Shipments information via Informatica Cloud<br />Data from Multiple Sources<br />
    45. 45. What’s Next?<br />2011 Integrations and Reporting with SAP<br />2012 Continued rollout of Portals<br />2012 Introduction and rollout at Topcon family<br />
    46. 46. Lessons Learned<br />Integration was key to the success of Salesforce<br />Integration and consolidation of information are valuable targets<br />Learn to become self sufficient on both Salesforce and Informatica<br />Combination of the two = true application platform<br />
    47. 47. Mark Silber<br />IT Architect<br />
    48. 48.
    49. 49. Qualcomm Incorporated is the world leader in next-generation mobile technologies <br /><ul><li>INDUSTRY: High Tech
    50. 50. SALES: $11B
    51. 51. EMPLOYEES: 17,000+
    52. 52. GEOGRAPHY: 139 Worldwide Locations
    53. 53. HQ: San Diego, California</li></li></ul><li>Our Challenge<br />Outgrew Salesforce.com Apex Data Loader <br />Rapidly changing business and integration requirements<br />Resource challenged for building integrations with our existing tools<br />And …….<br />
    54. 54. We couldn’t give our users 8 monitors<br />
    55. 55. Solution<br />From this …<br />Replaced Apex Data Loader with Informatica Cloud in 2009<br />Built dozens of integrations<br />No fuss – upgrades automatically<br />Also have TIBCO, Oracle BEPL, Informatica on premise<br />To this …<br />
    56. 56. What do we integrate?<br />Oracle Customer Master, Shipments, AR Aging<br />Salesforce Opportunities to Oracle Demantra for forecasting<br />Employees, departments and locations (from our internal directory to Salesforce as Contacts and custom objects)<br />Other business data from internal systems<br />Salesforce to Salesforce<br />Custom Apps<br />
    57. 57. Use Case: Salesforce Sandbox Refresh<br />Need to populate empty Salesforce sandboxes with limited production data<br />Before Informatica Cloud manually export and import data using Apex Data Loader<br />Configured Informatica Cloud to move the data automatically using Task Flows<br />4<br />hours of manual effort for every sandbox data refresh<br />4<br />hours to build the integration in Informatica Cloud<br />10<br />minutes to run with just 1 button click<br />
    58. 58. Before you move data to Salesforce, ask the right questions …<br />
    59. 59. Does the data need to be in Salesforce?<br /><ul><li>Need to include the data in dashboards and reports?
    60. 60. Need workflow / approvals on the data?
    61. 61. Need Mobile access (via Salesforce mobile)?
    62. 62. Need to display in lists versus on a single record?
    63. 63. Is the data reliable and accurate?
    64. 64. Data mash-up from external system too slow/complex?</li></li></ul><li>Results<br />Having all relevant data in Salesforce has drastically improved core business processes and increased user adoption<br />Users only have to look in one place to get the answers they need about our customers<br />Integrating the data has enabled key business processes to be developed in Salesforce<br />Business analysts can prototype and develop integrations without having to rely on scarce IT integration development resources<br />
    65. 65. Andrew Bartels<br />IT Director, @adb1146<br />MartijnHoppenbrouwers<br />Sr. Manager of Business Applications<br />Mark Silber<br />IT Architect, @SalesforceGuru<br />Darren Cunningham<br />VP Marketing, @dcunni<br />Visit us @ Booth #1115<br />Tweet: #DF11 @infacloud to Win<br />
    66. 66. Visit Us @ Booth #1115<br />www.InformaticaCloud.com<br />
    67. 67. How Could Dreamforce Be Even Better? Tell Us!<br />Every session survey you submit is a chance to win an iPad 2!<br />Watch your inbox at the end of each day for an email from our survey partner, Alliance Tech.<br />Click on the personalized link to be directed to the survey page for the sessions you attended. <br />