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Astadia joint webinar final slide deck 072109

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Astadia joint webinar final slide deck 072109

  1. 1. Astadia and Cast Iron Systems: Boost Salesforce.com Value with Rapid ERP Integration Mike Lingo CTO Astadia Greg Glaser Program Manager CRM Solutions AmerisourceBergen Specialty Group Sean O’Connell Product Marketing Cast Iron Systems
  2. 2. Agenda Q&A All Why Integration with Cloud solutions is transforming the enterprise Mike Lingo CTO Astadia AmerisourceBergen Specialty Group Customer Case Study Greg Glaser Program Manager CRM Solutions AmerisourceBergen Specialty Group How it Works — 3-minute Demo Sean O’Connell Product Marketing Cast Iron Systems The Business Value of Integration Sean O’Connell Product Marketing Cast Iron Systems
  3. 3. What’s the state of the enterprise?
  4. 4. The “Facepalm”
  5. 5. Sales Pressures Sell More with Less Client Management Lack of Data and Analytics Marketing Pressures Shrinking Budgets Database segmentation ROI on marketing budget Business Model Innovation Center Customer Stickiness Partner Strategy Service Pressures First Call Resolution Access to customer data Workflow and Forecasting Business Pressures
  6. 6. Project Portfolio Application Backlog Application Silos Adoption and Productivity TCO & ROI Shrinking Project Budgets Reconcile Skillset Matrix ROI and TCO Scrutiny Business Model Innovation Center Partner Enablement Customer Stickiness Business Expectation Integration is not optional 360° Customer View Cost Avoidance CIO Pressures
  7. 7. Technology isn’t a Silver Bullet  Requires execution of project fundamentals  Requirements  Business Alignment  Technical specifications  User Acceptance  What does make a difference? Tools that enable:  Speed to Market for testing  Simplified deployment and management  Change Management and Ease of Use  Best Practices/Expertise baked into tools and process
  8. 8. Why Integration with Cloud solutions is transforming the enterprise
  9. 9. Integration: The Achilles Heel of Cloud Satisfaction / Experience 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% User community or network Integration capabilities Customization capabilities Workflow capabilities Personalization capabilities Data access and analysis capabilities Security and privacy Responsiveness to support requests Accountability for quality of service Backup and recovery capability Pricing terms and conditions Availability or uptime System response time Solution functionality
  10. 10. Cloud Delivery Rises to the Challenge • Business feels constrained by IT, not enabled • TCO and ROI metrics always in doubt, Value questioned by business Traditional IT Delivery • Business and IT craft value together, shared focus and goals and new business models • Shift from Cost Center to business transformation focus for IT Cloud-focused IT Delivery
  11. 11. Applications and Platforms Moving to the Cloud 1960’s Mainframe 1980’s Client/server Software as a Service Platform as a Service
  12. 12. Distributed Enterprise Architecture is here
  13. 13. Integrate to unlock value in legacy apps  Integrate with the cloud  All relevant data visible  Capture 360 degree view of customer, processes  Increase value of legacy apps  Salesforce unifies the working views/reporting for legacy + cloud apps Legacy Applications
  14. 14. Workflow Engine A B D C Reporting & Analytics Multi-Language Multi-Device Turbo-charge Salesforce CRM Making data relevant and actionable
  15. 15. Enterprise Cloud Integration Cast Iron Delivers Success Connect the Clouds Connect with legacy on-premise applications ERP Mktg. Service Finance Assets
  16. 16. Cloud Integration Changes the Gameboard  Focus on Business Impact  Accelerate Speed to Market  Increase Adoption  Validate Business Models quickly and thoroughly  Provides Lower TCO and Higher ROI  Significant ROI due to Cost Avoidance and Supply Savings vs. traditional custom code or heritage integration tools  Responds Well to Change  Plan. Deploy. Innovate.  Tools in hands of business to enact change in CRM apps  Development, Governance and Compliance tools in hands of IT to manage integrations and application controls 16
  17. 17. The Benefits of Integrating Salesforce CRM Sean O’Connell, Product Marketing, Cast Iron Systems soconnell@castiron.com Twitter: @CastIronSystems
  18. 18. 18 Cast Iron Systems Overview
  19. 19. 19 Cast Iron Systems Overview
  20. 20. 20 Cast Iron Systems Overview
  21. 21. 21 Cast Iron Systems Overview
  22. 22. 22 Cast Iron Systems Overview
  23. 23. 23 Cast Iron Systems Overview
  24. 24. 24 Cast Iron Systems Overview
  25. 25. 25 Integrating the Sales Cloud Marketing Shipping Finance What are my hottest leads? ? Where are my orders? ? Has this customer paid? ? I need to do a credit check ? Where are my invoices? ? Sales IMPACT Lost revenue Disappointed prospects
  26. 26. 26 Integrating the Sales Cloud Hottest Leads Sales Marketing Shipping Finance Invoices Customers & Orders
  27. 27. 27 Integrating the Service Cloud Finance ShippingRMA Service Is her warranty valid? ? ? When is her service appointment? Is he a paying customer? ? ? Is that part available? Was he really billed twice? ? IMPACT Angry customers Low satisfaction rating
  28. 28. 28 Integrating the Service Cloud Service Shipping Finance RMA Warranty Invoices Customers & Orders
  29. 29. Rapid Call Center Integration using Cast Iron Greg Glaser Program Manager, CRM Solutions
  30. 30. Corporate Overview AmerisourceBergen Corporation (10,000 Associates) • Fortune 28 company (NYSE: ABC) with annual revenues exceeding USD$70 billion • Customers include: hospital systems, physician offices, clinics, alternate care and mail order facilities, independent community pharmacies, regional chain pharmacies AmerisourceBergen Specialty Group (2,200 Associates) • USD$7 billion per year processed through ABSG eCommerce systems • Pharmaceutical products used to treat patients with chronic and/or complex diseases (e.g. cancer, MS, HIV/AIDS) • Nation’s largest distributor of flu vaccine, oncology, blood plasma, and nephrology products • 90% of hospitals in the United States are active customers
  31. 31. Business Landscape  13 Divisions in North America  Five call centers  600 call center associates  50 outsides sales reps  Centralized IT infrastructure, support, services  Telecom  CRM  ERP (Baan)
  32. 32. Application Landscape (Simplified)  “Hub and Spoke” model  Salesforce.com (800 seats)  Business Objects & custom Data Marts  Custom eCommerce platform Data Warehouse (SQL Server) CRM E-commerce (Custom) Data Marts Custom ERP
  33. 33. Business Challenge Data Warehouse (SQL Server) Business Improvements  Replace six legacy CRM systems with salesforce.com  Phase delivery and avoid service disruptions  Integrate more business intel to empower faster action by CSRs Call Center Reps ERP ? Legacy CRM Systems
  34. 34. Data Warehouse (SQL Server) Business Challenge Organizational Improvements  Reduce dependency on higher-skilled, higher-cost resources  Shift higher skills to strategic/innovation initiatives ERP ? Legacy CRM Systems Call Center Reps Developers Developers
  35. 35. Data Warehouse (SQL Server) Options Considered  Custom code  Learning curve to adapt .Net to SFDC  Not aligned with org improvement goals  Incumbent third-party vendors  Powerful platform, but as complex as custom development  New candidates  Professional Services partnerships ERP Custom Code Legacy CRM Systems Call Center Reps Developers Developers
  36. 36. Solutions  Cast Iron Solution for real-time and batch integration  Professional Services partnership with Astadia  A/R, credit, and sales intel are “pushed” to SFDC  Orders and quotes created in eCommerce system are “pulled” real time from data warehouse Call Center Data Warehouse (SQL Server) ERP
  37. 37. Solutions  Cast Iron Solution for real-time and batch integration  ProServ partnership with Astadia  A/R, credit, and sales intel are “pushed” to SFDC  Orders and quotes created in e- commerce system are “pulled” real time from data warehouse Call Center Data Warehouse (SQL Server) ERP
  38. 38. Results Business Improvements  Replaced six legacy systems in eight divisions  Delivered 45 discrete integration processes  200,000 records processed per day  Overnight batch; real-time, on- demand data integration Call Center Data Warehouse (SQL Server) ERP “PUSH” = History, credit and A/R info “PULL” = Orders, quotes and account validation
  39. 39. Results Organizational Improvements  Development and support with 1 FTE  80% reallocation in resources  $250k annual savings  Reduced dependency on higher-skilled, higher-cost resources  Less support, more innovation Call Center Data Warehouse (SQL Server) ERP “PUSH” = History, credit and A/R info “PULL” = Orders, quotes and account validation
  40. 40. Lessons Learned  Select your partners and solutions based on business goals  Adapt your processes after you’re proficient with the solution  Invest in training and refreshers  Leverage Cast Iron support
  41. 41. Use Cases & 3 Minute Demo Sean O’Connell, Product Marketing, Cast Iron Systems soconnell@castiron.com Twitter: @CastIronSystems
  42. 42. 42 Proven Results Company Systems Integrated Integration Scenario Project Duration (# days) SFDC, SQL Data Warehouse Customer and account info 21 SFDC & SAP Invoice & order line visibility 11 SFDC, Web Portals, SQL Customer master 15 SFDC & Oracle Customer & catalog info 16 SFDC & PeopleSoft Fund raising information 14 SFDC, PeopleSoft, SQL Server Doctor billing & scheduling 16 SFDC & Store ERP Customer & inventory visibility 9
  43. 43. 43 Salesforce CRM Integration Lifecycle Migrate 1 Legacy CRM App Synchro nize 2 Home Grown Extract 3
  44. 44. 44 Integrating Salesforce CRM and the Enterprise Salesforce CRM Enterprise
  45. 45. 45 3 Minute Demo Hottest Leads Sales Marketing Shipping Finance Invoices Customers & Orders
  46. 46. 46 3 Minute Demo Hottest Leads Sales Shipping Invoices Customers & Orders Marketing Finance
  47. 47. 47 3 Minute Demo Template Integration Process
  48. 48. 48 Why Cast Iron? Solving All Integration Needs For Companies of All Sizes SaaS to Enterprise SaaS to Midmarket Enterprise SaaS to SaaS $50M $3B Using Pre-built Templates Beyond Configuration Pre-configured TemplatesNo Coding
  49. 49. Next Steps  Sign up for a free Integration Design Workshop from Astadia  Call Astadia at 1.877.7ASTADIA (1.877.727.8234) and mention our free Integration workshop  If your project qualifies, Astadia will conduct a discovery workshop and deliver:  A TCO model for integration projects like yours  A best-practices integration design strategy for your specific project  A project estimate for delivery of that project Call Now
  50. 50. Contact @ Mike Lingo CTO Astadia (407) 409-7000 mlingo@astadia.com | @MikeLingo Sean O’Connell Product Marketing Cast Iron Systems (650) 230-8424 soconnell@castiron.com Twitter: @CastIronSystems Greg Glasser Program Manager CRM Solutions AmerisourceBergen Specialty Group (469) 365-7129 greg.glaser@absg.com

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