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Bridging the GoldMine CRM User Adoption Gap
with Server-side Integration
Beyond Outlook Plug-in Synchronization
Aldo Zanoni CEO and Managing Director
Omni Technology Solutions780.423.4200 Ext. 232
Agenda
1. Accelerate GoldMine Adoption by Solving the Last Mile User Adoption Gap Challenges
2. How Riva Transparent Synchronization Helps Solve the Last Mile Challenges
3. Riva Overview
4. Riva Screen Shots or Live Demo
5. Summary
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– Only one CRM instance – …
Going Beyond the Plug-in: Gap Users
1. Outlook Web Access, Citrix, Terminal Services users who need to synchronize
2. Mobile users who are so disconnected they can’t benefit from the Outlook plug-in
3. Accounts with Macs or GroupWise that need to sync
4. Users who need to synchronise recurring appointments
5. iPad, iPhone, BlackBerry, Android, or ActiveSync users who would like to see CRM calendar and contact information on their devices
Identifying Gap Users
6. Users who need to synchronize with more than one instance of GoldMine or with two different CRMs
7. Accounts with custom requirements or need to sync custom fields or categories
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
10. Administration requirements that can’t be met by the current options
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
• No or little customization options
How Does Direct Server-side Synchronization Help Solve the Problem? Transparency - Simplicity
Microsoft Outlook
Microsoft Outlook, Outlook Web Access, BlackBerry, iPad, Android, ActiveSync devices,
Outlook 2011 for Mac, Entourage for Mac, Mac Mail / iCal / Address Book and
all GroupWise clients
“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 between...
Riva CRM Integrations...
Solution – Riva Integration Server
Call, Appointment and Task Integration - GoldMine
Riva Requirements:
Riva on Premise: Install Riva on a Windows workstation or Windows server in your environment to synchronize multiple accounts.
• Operating System: Windows XP, Windows 7, Windows Server 2003 / 2003 R2 / 2008 / 2008 R2
• Software Requirements: Microsoft .NET 3.5 SP1 (recommended) • Minimum Processor (CPU): Intel P4 / AMD Athlon XP (supports x86 and x64
architectures) • Minimum Memory (RAM): 256 MB • Minimum Disk Space: 500 MB
Why do Companies Deploy a CRM?
In order, the top three CIO objectives, according to CIO Insight and other surveys, are:
Increased productivity and decreased costs Business Agility and Speed to MarketIT and business alignment
Riva decreases costs and enhances profitability by giving your employees access to CRM information anytime and anywhere they have access to Exchange!
Riva supports these objectives by enhancing corporate productivity, agility and collaboration
Increased profitability (through better customer service and 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
• Excellent hardware disaster recovery options
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 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
• Supports GoldMine 8.5 and 9.0
• Supports for multiple instances of CRMs – hosted or on premise
• Supports hosted or on-premise Exchange 2010, 2007, 2003 and GroupWise 7.0.3 and 8
• Supports ALL Exchange desktop and mobile clients including Macs
Thank you!
Aldo Zanoni CEO and Managing Director
Omni Technology Solutions780.423.4200 Ext. 232
www.rivacrmintegration.com
Use our Contact Us linkto get more information
about Riva.
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