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Bridging the CRM User Adoption Gap with
Riva Server-side IntegrationBeyond the Outlook Plug-in
Aldo Zanoni CEO and Managing Director
Omni Technology Solutions780.423.4200 Ext. 232
Agenda
1. Accelerate Dynamics Adoption by Solving the Last Mile User Adoption Gap Challenges
2. How Riva Helps Solve the Last Mile Challenges
3. Riva Overview
4. Riva Live Demo
5. Summary / Questions
What Causes the Last Mile User Adoption Gap?
x
Last Mile Challenges – Audience Poll
• What are the causes of lack of adoption?– CRM doesn’t align with business processes– Outlook plug-ins don’t do what I need– CRM interface is clunky– Users don’t want to change the way they work– Complexity (real or perceived)
– Takes too much time (sales people aren’t paid for data entry)
– Mobile phone integration challenges– Double data entry– Poor integration– Lack of management buy-in– …
Identifying Gap Users
1. Outlook Web Access users who need to synchronize
2. Mobile users who are so disconnected they can’t benefit from the Outlook plug-in
3. Users who need to synchronise recurring appointments
4. iPhone, BlackBerry, Android, or ActiveSync users who would like to see their opportunities, cases, quotes on their devices
5. Accounts with Macs or GroupWise that need to sync
Identifying Gap Users
6. Users who need to synchronize with more than one instance of Dynamics CRM or with two different CRMs
7. Accounts with custom requirements (display Service Activity notes on mobile devices) or need to sync custom fields
8. BPOS (Exchange On-line) users whose needs aren't being satisfied with the Outlook plug-in
9. Accounts where administrators want to control what gets synched to user accounts
What are some of the Plug-in Challenges?
• 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
• Support issues caused by upgrading the desktop OS, version of Office, Exchange or version of Outlook
• Perceived complexity
• User frustration causes lack of adoption or poor adoption
• Limited to one instance of CRM
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 Mail / iCal / Address Book and all GroupWise clients
CRM
“Allow me to live in my email clientand access and manage my
CRM content.”
MANDATE TO THE RIVA DEVELOPER TEAM:
Exchange and GroupWise
Think of Riva Integration Server as a bridge or gateway between...
Solution – Riva Integration Server
Riva CRM Integrations...
Three versions of Riva
Riva On Premise: Install Riva on a Windows XP workstation or Windows server in your environment to synchronize multiple accounts. (Central Administration)
Riva Live: Riva offered in the cloud as SaaS. Nothing to install in your environment. Individual users set up their own sync policies. (Went live May 17.)
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
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
Transparent integration for all Exchange and GroupWise email clients becomes an integral part of your CRM business processes
Transparent, bi-directional synchronization of appointments, phone calls, tasks, notes, address book contacts, accounts and organizations
Transparent synchronization 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 AssignToTM allows users to drag-and-drop/copy emails and automatically archive them against an existing CRM opportunity, case or quote. (The email is archived into the opportunity history.)
Riva SmartConvert Drop FoldersTM allows users to drag-and-drop/copy emails into a SmartConver folder from all Exchange clients. Riva converts the email into a new opportunity, case, quote, etc. in your CRM.
See: www.omni-ts.com/crm-integration
Riva SmartNotesTM and Recurring AppointmentsM
Riva SmartNotesTM allow users to view and update Service Activies Notes from all Exchange clients – highly desirable for mobile technicians.
Riva Recurring Appointments translates Outlook recurring appointments series into linked CRM appointments. Modifying an individual recurring appointment or the entire series in Exchange or CRM automatically updates the target appointment(s).
Opportunity Folder - Contains HTML Email Representations of Your Opportunities
Riva ConnectBar – View Opportunity
Riva ConnectBar - Link to Opportunity
SmartNotesTM for Service Activities
SmartConvertTM Folders – Email
AssignTo – Archive Email to Existing Opportunity
Riva Client Experience: OWA and Outlook Client
Riva Management Interface
Live Presentation:
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 or decreased satisfaction by users who aren’t able to fully leverage the Outlook Client Plug-in
In Summary
• Server-side installation - quick to deploy – no plug-ins to install or update on any client machines or mobile devices
• Supports Dynamics CRM hosted or on premise
• Supports hosted or on-premise Exchange 2010, 2007, 2003 and GroupWise 7.0.3 and 8
• Supports ALL Exchange and GroupWise desktop, web and mobile clients including Macs, BlackBerry, iPhone, …
• Provides Advanced Integration and Interoperability with ConnectBar, AssignTo, SmartConvert, SmartNotes and recurring appointments
• Riva Live: Cloud-based CRM integration – try it on-line at:https://www.rivasync.com
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
Mac Address Book
Mac Snow Leopard iCal
Mac Snow Leopard SmartConvert
Mac Entourage Opportunities Folder
Mac Entourage CRM Calendar
Mac Entourage Opportunities
Integrated CRM Dashboard View in GroupWise®
Contact Integration – Microsoft CRM
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
