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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
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
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
