driving social business from the cloud with sugarcrm on ibm lotuslive

©2010 SugarCRM Inc. All rights reserved.

Driving Social Business from the Cloud with SugarCRM on IBM LotusLive

Chris Bucholtz, SugarCRMEditor in Chief, CRM Outsiders

Beverly DeWitt, IBM Program Director, LotusLive Partners



Chris Bucholtz, Editor in Chief, SugarCRM

©2010 SugarCRM Inc. All rights reserved. 3

Agenda

Introduction to the Cloud, Social Business, and Social CRM LotusLive OverviewSugarCRM and LotusLive IntegrationDemoQ&A


Some brief definitions

The Cloud:A virtualized and distributed computing

environment and the software designed to take advantage of it.

Social Business: A business that has built a strategy around

leveraging social technologies and social media to maximize the relationships with all company stakeholders.

7/21/11 ©2010 SugarCRM Inc. All rights reserved. 4


Some definitions

Social CRMA philosophy and a business strategy, supported by

a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation.

7/21/11 ©2010 SugarCRM Inc. All rights reserved. 5



Beverly DeWitt, Program Director, IBM

Engaged Transparent Nimble

A Social Business embraces networks of people to create business value

A Social Business solves business problems faster, smarter -- by deepening client relationships, driving operational effectiveness and

optimizing their workforce


Social Business Leads Cloud Adoption

Public cloud workload attractiveness for companies with 1,000+ employees

Source: IBM MAP Cloud Workload Adoption Survey, June/July 2009 , n: 731 , 9 countries: US, Canada ,UK, Germany, France, Italy, Japan, China & India,

Audio / Video / Web Conferencing

CRM / Sales Force Automation

WAN Capacity

e-mail

Development Environment

Data Mining / Analytics

Test Environment Infrastructure

Transactional Databases

Currently Using Plan < 12 Months

6%

6%

7%

8%

14%

16%

18%

22%

6%

6%

11%

9%

5%

3%

4%

5%

...


IBM is the Leader in Social BusinessIBM is innovating the Social Business space – IBM introduced Social Business to the enterprise in

2007 (Lotus Connections)“first-ever social software platform for business”†

– IBM enabled Social Business in the cloud in 2009 (LotusLive)

IBM is driving the revolution of Social Business– Driving New Markets and New Solution Spaces: Social

Commerce, Web Analytics, Employee Sentiment Analysis.

IBM delivers social business today - to customers globally - large and small, across diverse industries– IDC ranks IBM number one in worldwide market share

for social platform software for 2009 and 2010

† see http://www-03.ibm.com/press/us/en/pressrelease/20941.wss


Files

Meetings Events

Chat

Survey FormsCharts

eMail

Communities

Activities

My Network


LotusLive Portfolio of Offerings

LotusLive MeetingsA full-featured, easy to use Web conferencing service

LotusLive EventsProvides tools to create, manage and conduct large-scale webinars for up to 999 attendees

LotusLive EngageAn integrated set of tools for file sharing, web conferencing, instant messaging, social networking and communities

LotusLive ConnectionsIntegrates your business network with file sharing, instant messaging, social networking and communities.

LotusLive NotesFull-featured e-mail, calendaring, contact management and instant messaging – via a browser or Notes client from the IBM cloud

LotusLive iNotesEssential Web mail, calendar and contact management.

Starting at $7 user/month

Starting at $79 named host





Meetings Collaboration Messaging

LotusLive collaboration suite Starting at $10 per/user/month

Prices are USD


Customer Service

Working with Clients

Operational Efficiency

Social Business on Cloud

• 700 translators collaborate with 200 clients by sharing documents in LotusLive for translation

• Helping 24 franchisees operate as one business -- one that is connected, informed, and cohesive

• Connecting product development with clients to transform customer service.

LotusLive CustomersSocial Business Solutions

Loan Processing• Applications returned

within 24-48 hours – compared to 7 – 10 days increases revenue and client satisfaction

Leveraging Existing Investments: An Extensible Open Integration Platform

Open Rest APIs and extension points make LotusLive a flexible SaaS platform ISV and customers can integrate LotusLive services in their own applications, surfacing the social experience Partner applications can be integrated into LotusLive Customers benefit from integrated collaborative business processes


Infusion of social business capability in business processes

IntegratedCommerce

IntegratedSelling

IntegratedDoc Editing

IntegratedLogistics

IntegratedArchiving

IntegratedCommunications

IntegratedeSigning

IntegratedFile Viewer

LotusLive Value

Social: LotusLive leverages market leading social software technology. Extranet: LotusLive provides a secure extranet for working with customers and partners. Storage: LotusLive provides a minimum 5x more collaboration storage, with no artificially low file size limits.Partner: LotusLive offers integrated partner solutions with obvious and intuitive business value.Integrated: LotusLive provides a thoughtfully integrated set of rich, value-add services.

Free guest account: Invite guests and they get access to all collaborative services.Profile and contacts: Connect with colleagues, business partners, and customers and build project teams that span company firewalls.Communities: Create social sharing spaces to collaborate and innovate on new ideas.Activities: Create lightweight, ad-hoc project team rooms to effectively manage projects and tasks.

Key Differentiators Unique Features


SugarCRM for LotusLive places social business capabilities into the hands of SugarCRM users

LotusLive is a social business platform that delivers cloud-based collaboration tools and social networking services

Sales, marketing, and support professionals can engage with their prospects and customers more efficiently, resulting in shortened sales cycles and increased customer satisfaction and loyalty

Special Offer / Price Point• SugarCRM customers can receive a no-charge

subscription to LotusLive Engage• LotusLive customers can receive three months

free with a 12 month SugarCRM subscription

Advantage• Open collaboration among employees and with

external parties such as customers and partners

• Clients looking to increase customer retention, attract new customers and maintain competitive advantage

Target Market

+


SugarCRM for LotusLive Demo

Jennifer Yim, Sr. Product Manager, SugarCRM


SugarCRM for LotusLive – Feature Overview

Access LotusLive without ever leaving Sugar!

LotusLive MeetingsHost (create and start) LotusLive meetingsJoin LotusLive meetingsHold meetings including both Sugar users and other people

LotusLive FilesShare and collaborate on files with both Sugar users and other people through LotusLiveUpload files to LotusLiveAccess LotusLive


Lotus Notes

Lotus Domino

Cognos

CastIron

Other SugarCRM-IBM Software Integrations & Supported Technologies


Q&A

Social Business Summary

Work more closely with your customers by using LotusLive and SugarCRM together

•Increase customer retention and maintain customer advantage

•Intuitively pool collective intelligence

•Foster innovation that outpaces your competition

Get Social. Do B us ines s .