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Drive Superior Customer Experiences With Integration Appliances

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Drive Superior Customer Experiences With Integration Appliances

  1. 1. Drive Superior Customer Experiences With Integration Appliances David Burnett VP of IT March 2008 • PGP Corporation • Confidential
  2. 2. © 2008 PGP Corporation | Confidential | 2 Agenda • About PGP Corporation • Challenges and Opportunities • Solutions Implemented • Results & What We Learned • Next Steps
  3. 3. © 2008 PGP Corporation | Confidential | 3 About PGP • Leading Global Security Software Firm • Based out of Palo Alto, CA • Global Use by 80,000+ Organizations • Unique PGP® Encryption Platform • High Growth – 22 quarters of consecutive bookings growth – Over 1 million customer transactions • Multi-channel sales model – Web Sales – Channel – Enterprise
  4. 4. © 2008 PGP Corporation | Confidential | 4 Our Environment • Mix of software-as-a-service (SaaS) and in-house applications – RightNow • Service & support – Salesforce.com • Sales force automation – POMS • Order management • Digital product fulfillment • Very common data problems – Siloed applications – Duplicate and/or only partially consistent data Custom Purchase Order Management (POMS)
  5. 5. © 2008 PGP Corporation | Confidential | 5 Business Need for Integration • Migrate data from legacy CRM to RightNow • Consolidate reporting across multiple systems • Synchronize data between ordering and support • Create data consistency • Goal: ensure syndication and federation of data across applications Picture here Application Environment PGP Portal EDI Enterprise Customer Renewal Opportunities Support Entitlement Fulfillment Orders
  6. 6. © 2008 PGP Corporation | Confidential | 6 Service & Support Integration Challenges • Build or buy? • The tradeoffs – Skilled resources – Budgets – Technologies • Strict project deadlines Picture here Oracle-based ERP  CRM Build or Buy?
  7. 7. © 2008 PGP Corporation | Confidential | 7 Options Tested: Custom Code + EAI • Custom code didn’t scale: – Hand coding Java interfaces – SQL, Web services, etc. – Limited visibility of errors • EAI (TIBCO, webMethods) – Heavy lifting (overkill) – Too expensive to justify • Deeply technical resources required • Focus: “technology, not the solution” Picture here Oracle-based ERP  CRM Needed a better alternative!
  8. 8. © 2008 PGP Corporation | Confidential | 8 Solution Chosen: Cast Iron • Simple Experience – Out-of-the-box installation – Configuration, not coding – Focus: “solving business problem, not technology” • Deeply technical skills not required • Functionality: – Connectivity, data mapping, workflow rules – Extract support data from POMS (SQL) – Update RightNow in real time using XML/HTTP POMS  RightNow Integration
  9. 9. © 2008 PGP Corporation | Confidential | 9 Results • Solution – Cast Iron connects Order Mgmt (Oracle) with On-Demand CRM (Right Now) in real time – No coding to complete entire project – Single console to track transactions • Results – Entire project completed in 10 days – Customer configured entire project without any training – Payback in less than two quarters POMS  RightNow Integration
  10. 10. © 2008 PGP Corporation | Confidential | 10 Cast Iron as Platform • Expanded to use Cast Iron as platform for enterprise integration needs – Automated – Stable – 24 x 7 availability • Results – Eliminates dependencies on individual applications for integration – Increases ROI as more applications are integrated – Configuration, not coding to make integration changes Platform Integration EDI Orders Digital Product Fulfillment
  11. 11. © 2008 PGP Corporation | Confidential | 11 Cast Iron as Platform • Expanded to use Cast Iron as platform for enterprise integration needs – Automated – Stable – 24 x 7 availability • Results – Eliminates dependencies on individual applications for integration – Increases ROI as more applications are integrated – Configuration, not coding to make integration changes – Facilitates data portability Platform Integration EDI Orders Digital Product Fulfillment
  12. 12. © 2008 PGP Corporation | Confidential | 12 Lessons Learned • Rapid RightNow adoption requires rapid integration • Application integration takes careful planning • Custom coding projects are harder than anticipated • Off-the-shelf solutions can be fast/easy • Integration Appliances are attractive because: – Simple to install, configure and maintain – “Configuration, not coding” experience – Lets us focus on the business!
  13. 13. © 2008 PGP Corporation | Confidential | 13 Thank You

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