bridging the last mile gap with server-side integration no outlook plug-ins required aldo zanoni ceo...

Bridging the Last Mile Gapwith Server-side Integration

NO Outlook Plug-ins Required

Aldo Zanoni CEO and Managing Director

Omni Technology Solutions780.423.4200 Ext. 232

aldo@omni-ts.comwww.omni-ts.com

Agenda

1. Last Mile Adoption Gap Challenges

2. How Transparent Synchronization Helps Solves the Last Mile Challenges

3. Riva Overview

4. Riva Screen Shots or Live Demo

5. Review Server-Side Screen Shots or Live Demo

6. Riva Live Promotion for SugarCon 2010 Attendees

7. Summary

What Causes the Last Mile User Adoption Gap?

x

CRM

Last Mile Challenges – Audience Poll

• What causes this lack of adoption?– CRM doesn’t align with business processes

– CRM interface is clunky

– Problems caused by legacy Outlook plug-ins

– Users don’t want to change the way they work

– Perceived complexity

– Takes too much time

– Doesn’t work on my BlackBerry or iPhone

– Double data entry

– Poor integration

– …

What are some of the legacy Plug-in Challenges/Limitations?

• Only work with the Windows Outlook

• No or few plug-ins for Mac, Linux or OWA

• Need to be installed and maintained on your laptop, desktop and/or home machine

• A separate and different application needs to be installed on your BlackBerry, iPhone or ActiveSync mobile device

• Plug-in incompatibility between different versions of Exchange, Outlook and Windows desktop OS.

And What are some of the Plug-in Challenges/Limitations?

• Upgrading your desktop OS, Exchange or version of Outlook might require re-installing

• Problems with plug-ins cause user frustration

• Perceived complexity

• How do you synchronize with more than one CRM?

• Can you have more than one plug-in?

• Just how reliable are the plug-ins?

How Does Direct Server-side Synchronization Help Solve the Problem? Transparency - Simplicity

Microsoft Outlook

Microsoft Outlook, Outlook Web Access, BlackBerry,

ActiveSync devices, Entourage for Mac,

Mac Snow Leopard with iCal, Address Book and Mail

CRM System

Riva was developed based on the premise that

“Simplicity is the ultimate sophistication.”

Leonardo da Vinci

Riva Started out as a GroupWise Integration Solution

• There were no CRM integration options for GroupWise because of the complexity of developing plug-ins.

– (Lack of CRM integration is cited as one of the primary reasons companies migrate from GroupWise to Exchange)

• Omni chose a different strategy - direct server-side synchronization.

• When we presented Riva to Exchange users, they asked, “Why isn’t this available for Exchange?”

• Released Riva for Exchange in October, 2009.

“Allow me to live in my email clientand access and manage my

CRM content.”

MANDATE TO THE RIVA DEVELOPER TEAM:

Solution – Riva Integration Server

Exchange and GroupWise

CRMs and SQL-based LOB applications

Think of Riva Integration Server as a bridge between...

Riva CRM Integrations...

Riva Server-side Integrations

CRM Integrations SQL Integrations

MS Dynamics CRM

MS Dynamics NAV

MS SharePoint

Salesforce

Oracle CRM

SAP CRM

SugarCRM

SageCRM

Saleslogix

NetSuite CRM

GoldMine

info@hand

And others...

MS SQL Server

Oracle

MySQL

Postgres

…

CRM Deployment is a Business Decision

CRMs, ERPs and LOB applications play a strategic role for management, sales and service staff.

Businesses depend on and users LIVE in their CRM applications.

But users also live in their Exchange clients!

Riva is strategic with customers because it transparently integrates their CRM and Exchange.

#1 Objective for Corporate Buy-in?

Sales and customer service are highly collaborative experiences.

Riva fosters and enhanced productivity and collaboration without changing how people use their email client.

Riva enhances profitability, sales and customer service by giving your employees access to accurate CRM information anytime and anywhere they have access to Outlook® or GroupWise®!

Increased Profitability (better customer service, more sales)

#1 Criterion for User Buy-in?

If the CRM application is not easy to use, it will not be used! If the application does not work the way users expect it to work, it will not be used!

Time is the most precious commodity users have. Riva gives time back to your users.

Riva gives users access to accurate and updated information inside the CRM or inside their email client — any time and anywhere.

Ease of Use

Riva’s Server-side Advantages

• No-touchTM integration (no software to install on clients)

• Transparent to Exchange, GroupWise and CRMs

• Compatible with hosted or on-premise CRMs and Exchange and GroupWise running on all server platforms

• No new infrastructure or firewall changes required

• Turns all email clients into transparent integrated CRM clients with support for caching and remote modes

Riva’s Strongest Asset: Transparency

Riva makes your email clients an integral part of your CRM business processes

Transparent, bi-directional synchronisation of appointments, phone calls, tasks, notes, address book contacts, accounts and organizations

Transparent synchronisation of opportunities, quotes, sale orders, invoices, cases and others from CRM* to Exchange/Outlook and GroupWise.

*Synchronised modules are CRM specific

Riva ConnectBarTM , AssignToTM and SmartConvertTM

Riva ConnectBarTM allows you to review and edit opportunities, quotes, projects and cases directly from your Exchange client.

Riva SmartConvert Drop FoldersTM allows users to drag-and-drop emails into a SmartConver folder (from all Exchange clients). Riva converts the email into a new opportunity, case, quote, etc. in your CRM.

Riva AssignToTM allows users to drag-and-drop emails and automatically archive them against an existing CRM opportunity, case or quote. (The email is archived into the history.)

See: www.omni-ts.com/crm-integration

Opportunity Folder Contains Email Versions of Your Opportunities

Riva ConnectBar – Open Opportunity

Direct Edit Opportunity in SugarCRM

SmartConvertTM Folders – Email

Riva Smart Convert Drop Folders - Outlook

Three versions of Riva

Riva on Premise: Install Riva on a Windows XP workstation or Windows server in your environment to synchronize multiple accounts.

Riva Live: Riva offered in the cloud as SaaS. No hardware or software to install in your environment. Now in Public Beta.

(All SugarCon 2010 attendees are eligible to receive a free six-month Riva Live Premium Edition account. Drop your card off at our booth. Sign up at http://riva.omni-ts.com.)

Riva Hosted: Available for hosted email or CRM providers who want to offer Riva as a hosted solution to their customers.

Riva Live – Cloud Edition

Riva SQL SDK - Supported DBs

Riva’s SQL SDK allows companies to integrate information from their proprietary SQL-based systems to Exchange or GroupWise

• Any ADO.NET supported DB

• Any OLE DB or ODBC supported connection - MySQL, MS SQL Server, Oracle, PostGres, Microsoft Access, …

• SQL queries extract the information and provide the information to Riva.

• Riva provides all communication with GroupWise

Riva SQL SDK – Integration Points

Unidirectional Synchronization of:

Starter SDK• Contacts

• Organizations

• Appointments

• Tasks

• Phone Calls

Advanced SDK*• Opportunities

• Support Cases (incidents)

• Quotes

• Archive Email

• Smart Convert

• Riva Connect Bar

* Available in Q2 2011

Riva Helps Close the User Adoption Gap:

• Highly scalable, server-to-server solution

• Transparent to end-users - no plug-ins or mobile applications to install and manage

• Resolves many of the causes of lack of adoption

– CRM Interface is clunky– Problems caused by legacy Outlook plug-ins– Users don’t want to change the way they work– Perceived complexity– Takes too much time– Doesn’t work on my BlackBerry or iPhone– Double data entry– Poor integration

In Summary

• Single server-side installation - quick to deploy – no plug-ins to install on any client machines or mobile devices

• Support for multiple CRMs – hosted or on premise

• Supports hosted or on-premise Exchange 2010, 2007, 2003 and GroupWise 7.0.3 and 8 (Gmail support in Q4 2010)

• Supports ALL Exchange desktop and mobile clients including Macs

• Provides Advanced Smart Integration and interoperability with SmartConvert, AssignTo and ConnectBar

• Riva Live: Cloud-based CRM integration – try it on-line at:http://www.omni-ts.com/crm-integration/riva-live.html

Thank you!

Aldo Zanoni CEO and Managing Director

Omni Technology Solutions780.423.4200 Ext. 232

www.omni-ts.com

Use our Contact Us linkto get more information

about Riva.

Outlook, Entourage, Snow Leopard and GroupWise

Client Screenshots

Outlook Inbox

Riva Live – Cloud Edition

Mac Snow Leopard Opportunities

Mac Snow Leopard SmartConvert

Mac Snow Leopard iCal

Mac Entourage Address Book

Mac Entourage CRM Calendar

Mac Entourage CRM Opportunities

Mac Entourage CRM Contact

Mac Snow Leopard Opportunities Folder

CRM – Opportunity Folder

MS Dynamics CRM – Open Opportunity

CRM – Opportunity View

Riva Sync Policy Target

Riva Scheduling

Riva Address Books

Riva Calendar Settings

Riva Task Settings

Riva Other Settings

Riva SmartConvert Settings

Riva “Assign To” Settings

Riva Connection Option Settings

CRM Address Book in GroupWise®

CRM Calendar in GroupWise®

CRM Quotes, Opportunities, Cases …

Integrated CRM Dashboard View in GroupWise®

Contact Integration – Microsoft CRM

Organization/Account Integration – Oracle CRM On Demand

Organization/Account Integration - SugarCRM

Task and Calendar Integration - Salesforce

Call, Appointment and Task Integration - GoldMine

Phone Call Integration – Info@hand

Lead Integration - SageCRM

Opportunities Integration - Salesforce

Service Request (Case) Integration - Salesforce

Dashboard Views – info@hand and GroupWise®

SharePoint® Integration for GroupWise

GroupWise Web Part Integration for SharePoint

Add GroupWise® Web Parts to SharePoint®

Facebook® Integration for GroupWise®

Representative Customers

• Corporate– Hill Dickinson, UK– CPU Consultores, Portugal– GWAVA, Canada– Adaris Technologies, Canada

• Government– East Texas Medical Center, US– Philadelphia Airports, US

• Education– Large University, Germany

Riva Live ConfigurationScreen Shots

NO Outlook Plug-ins Required

Aldo Zanoni CEO and Managing Director

Omni Technology Solutions780.423.4200 Ext. 232

aldo@omni-ts.comwww.omni-ts.com

Riva Live – Cloud Edition Login

Riva Live – Welcome Screen

Riva Live – Select Your CRM

Riva Live – Provide CRM Credentials

Riva Live – Select Your Email Platform

Provide Exchange Connection Type and Credentials

Edit Connections, Sync Policy and View Logs

Configure Sync Start Time and Schedule

Configure Objects to Synchronize

Configure SmartConvert Settings

Configure AssignTo Settings