1. © 2014 IBM Corporation SPOT110: IBM Notes and Salesforce Integration Customer Case Study Art Altman, Director, New York Life Investments Aldo Zanoni, CEO, Riva CRM Integration

2. Agenda  Customer relationship management: $36 billion industry by 2017 (Gartner)  The critical role of integration in CRM success  Customer case study: New York Life Investments  Benefits of server-side CRM and email integration  CRM and email systems supported by Riva  Riva by the numbers  What Riva syncs between CRM and IBM Notes  Riva screenshots for IBM Notes 9 2

3. One of fastest-growing segments of business software  Customer relationship management software is one of the fastest-growing segments in business software. Gartner expects the CRM industry to reach $36.5 billion by 2017.  CRM systems help you keep track of customers and manage interactions with them as they move through complicated sales cycles.  Ease of use and integration with business processes help drive CRM adoption and satisfaction.  Many companies still try to track customers in shared spreadsheets or other documents. This approach becomes unwieldy as you try to scale.  There are only 20 million users of commercial CRM today compared to at least 500 million people with customer-facing roles in sales, support, and marketing. 1 3 Source: “SugarCRM CEO Augustin on his 2014 Outlook and Limitations of the Cloud.” Silicon Valley Business Journal. http://www.bizjournals.com/sanjose/news/2013/12/23/sugarcrms-larry-augustin-talks-market.html

4. CRM trends in 2014: What’s coming… 4 CRM Big data and predictive analytics Enterprise social media integration Gamification Integrated marketing automation Better integration of cross-channel customer engagement Custom mobile apps that are more closely integrated with business processes Mobile security Differentiated customer experiences Platform integrations (ERP, financials, HCM, email systems, databases, Force.com)

5. The critical role of integration in CRM success  “It’s about the heterogeneous process—linking apps together in a seamless continuum that is a business process and not simply an attempt to automate data retrieval.”  “To achieve this, integration at the platform level is required. This is why companies such as Oracle, Salesforce.com, Microsoft, and Workday are all announcing integrations among their platforms. The plane on which vendors compete is shifting from applications to processes.”  “They need to be able to show enterprise customers that their platforms are extensible and can play with the other big boys, because one company will not own the cloud.” 5 Source: “New Year, New Strategies” DestinationCRM.com http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/New-Year-New-Strategies-93248.aspx%22

6. 6 New York Life Investments Customer Case Study

7. Customer case study: New York Life Investments  New York Life Investments is an indirect, wholly-owned subsidiary of New York Life Insurance Company.  New York Life Investments has $407 billion* in assets under management and it serves a variety of sectors—retail, institutional, bundled defined contribution and defined benefit, and guaranteed products.  New York Life Investments is the 29 th -largest asset management firm in the U.S.  Headquartered in New York, NY with major locations in New York, NY, Parsippany, NJ, Westwood, MA, and Chicago, IL.  Over 2,000 employees. *As of November, 2013 7

8. Introduction to our Sales Distribution Model Intermediaries Our products are sold through registered intermediaries including:  Large wire-house brokers (national and full service)  Financial Advisors (regional)  Registered Investment Advisors (Independent)  New York Life Agents 8 Customers

9. Introduction to our Sales Distribution Model Sales Distribution includes collaboration among:  Internal Sales Desk: (Internal Wholesalers)  Wholesalers (External sales force)  Key Account Managers 9 IntermediariesCustomers NYLIM External Wholesalers Key Accounts Rep Service Intermediaries Customers NYLIM Internal Wholesalers

10. 10 External Wholesalers – “Out in the field” meeting with Reps in their territories to educate them on our funds Sales Distribution Model – External Wholesalers

11. 11 Internal Sales Desk - Viewed as the “Command and Control Center” Sales Distribution Model – Internal Sales Desk IntermediariesCustomers NYLIM External Wholesalers Key Accounts Rep Service Intermediaries Customers NYLIM Internal Wholesalers

12. Customer case study: New York Life Investments Provide a consolidated calendar for our internal sales desk, external reps and sales managers. 12 NEED: SOLUTION: Riva syncs IBM Notes, IBM Notes Traveler and Salesforce calendars bi-directionally.

13. 13 Riva: Calendar integration Meeting with client Phone call with client

14. 14 Riva: Calendar integration Meeting with manager Private appointment Team sales meeting

15. Customer case study: New York Life Investments Sync specific inbound and outbound emails from IBM Notes to CRM as completed tasks. 15 NEED: With Riva, you can select which emails you want to sync from IBM Notes to Salesforce. SOLUTION:

16. 16 Riva: Email integration (received and sent items) Log emails to CRM

17. 17 Riva: Email integration View completed email tasks

18. Customer case study: New York Life Investments Sync contact email addresses for sending outbound emails from IBM Notes. Filter contacts by territory. 18 NEED: SOLUTION: Riva syncs contact email addresses from CRM to the IBM Notes contacts list.

19. 19 Riva: Contact and lead integration

20. 20 Riva: Contact and lead integration CRM contacts

21. Customer case study: New York Life Investments Sync calendars, contacts and email as close to real-time as possible. 21 NEED: Riva is configured to sync automatically once every 5 minutes. SOLUTION:

22. 22 Riva: Administration console Set Riva sync interval

23. 23 Riva: Administration console Show event monitor Set peak time settings

24. 24 Riva Event Monitor View sync processes in real time

25. Riva – Fault Tolerant Implementation at New York Life 25

26. Riva implementation at New York Life Investments 26 311 12 2 Current number of Riva users at New York Life Investments. Number of Notes Mail databases that Riva is connected to at New York Life Investments. Number of IBM Domino servers used by Riva (one for Production, one for Failover). New York Life-supported Domino versions include Domino server version 8.5.3 and the client is 8.5.2.

27. 27 Riva CRM Integration Server-side CRM integration for IBM Notes and Domino

28. Why did New York Life Investments choose Riva? Server-side synchronization 28

29. Supported cloud and on-premise CRM systems 29 Salesforce Professional Salesforce Enterprise Salesforce Unlimited Salesforce Developer Salesforce Force.com Salesforce Portal Microsoft Dynamics CRM 2013 Microsoft Dynamics CRM 2011 Microsoft Dynamics CRM 4.0 Microsoft Dynamics NAV Oracle Sales Cloud Oracle CRM On Demand Sugar CE Sugar Professional Sugar Corporate Sugar Enterprise Sugar Ultimate Sage CRM Professional Cloud Sage CRM On-Premise 7.0 Sage CRM On-Premise 6.0 Saleslogix Cloud Saleslogix On-Premise 8.0+ Saleslogix On-Premise 7.0+ Saleslogix On-Premise 6.0+ GoldMine 2013 GoldMine 9.x GoldMine 8.5+ NetSuite CRM

30. Supported email systems, clients, and mobile devices 30 IBM Notes and Domino IBM SmartCloud (future support) IBM Notes Traveler BES for Notes Exchange 2013 Exchange 2010 Exchange 2007 Exchange 2003 Exchange ActiveSync BES for Exchange Novell GroupWise 2014 Novell GroupWise 2012 Novell GroupWise 8.0+ Novell GroupWise 7.3+ Novell Data Synchronizer BES for GroupWise Outlook 2013 Outlook 2010 Outlook 2007 Outlook 2003 Outlook Web App Outlook on Citrix Outlook on Terminal Server Outlook 2011 for Mac Apple Mail (Mac OS X) Entourage 2008 for Mac Entourage 2004 for Mac All mobile devices… Office 365 Outlook 2013 Outlook 2010 Outlook 2007 Outlook 2003 Outlook Web App Outlook on Citrix Outlook 2011 for Mac Apple Mail Entourage 2008 and 2004 All mobile devices… Novell GroupWise GroupWise WebAccess GroupWise for Mac All mobile devices… IBM Notes 9 IBM Notes 8 IBM Notes 7 IBM Notes 6 IBM Notes for Mac IBM Notes on Citrix IBM Notes for Linux IBM iNotes All mobile devices… Office 365 Exchange Online Hosted Exchange Exchange ActiveSync BES for Exchange

31. No separate plug-ins or mobile apps to install or manage 31 Windows desktops and laptopsMac desktops and laptopsVirtual desktops (Citrix, Terminal Services) Web-based email clients (iNotes, Office 365, Outlook Web App, GroupWise WebAccess) Smartphones and tablet PCs (iPad, iPhone, Android, BlackBerry, Windows Phone, Surface)

32. What Riva syncs between CRM and IBM Notes  Accounts  Contacts  Leads  Person accounts  Contact comments  Appointments  Meetings  Recurring events  Phone calls  Tasks  Email  Opportunities  Cases  Contracts  Custom fields*  Custom objects*  Custom categories* 32 * Custom configuration required to sync these objects.

33. Riva value proposition  Reliable, server-side synchronization  No IBM Notes or Outlook plug-ins to install, configure, or manage  Supports all IBM Notes, Exchange, Office 365, and GroupWise email clients  Native mobile CRM integration (iPad, iPhone, Android, BlackBerry, Windows Phone)  Syncs more CRM data than most IBM Notes and Outlook plug-ins (e.g., custom objects)  Advanced email tracking capabilities (from desktops and mobile devices)  Centralized user management with support for complex messaging environments  Rule-based sync policies controls what Riva syncs for different users and groups  Time-saving email-to-opportunity and email-to-case features  Improves CRM adoption and satisfaction through better, seamless integration 33

34. Riva by the numbers 34 800 10 20 200 80% 2008 Number of Riva On-Premise and Riva Cloud customers Number of major banks that use Riva Number of Fortune 500 companies that use Riva Total number of Riva partners and resellers Revenue growth in FY 2013 Year we launched Riva

35. 35 Screenshots Salesforce integration for IBM Notes and Domino

36. 36 Sync Salesforce contacts and leads…

37. 37 …to IBM Notes 9 and 8.5

38. 38 …and IBM iNotes

39. 39 Sync Salesforce accounts…

40. 40 …to IBM Notes 9 and 8.5

41. 41 …and IBM iNotes

42. 42 Sync Salesforce calendar events…

43. 43 …to IBM Notes 9 and 8.5

44. 44 …and IBM iNotes

45. 45 Sync Salesforce tasks…

46. 46 …to IBM Notes 9 and 8.5 To Do lists

47. 47 …and IBM iNotes To Do lists

48. 48 Sync IBM Notes emails to Salesforce…

49. 49 Sync IBM iNotes emails to Salesforce…

50. 50 IBM Notes emails logged in Salesforce

51. 51 Sync Salesforce opportunities…

52. 52 …to IBM Notes 9 and 8.5

53. 53 …and IBM iNotes

54. 54 Sync Salesforce cases…

55. 55 …to IBM Notes 9 and 8.5

56. 56 Sync Salesforce custom objects to IBM Notes 9 and 8.5

57. 57 Riva SmartCreate: Create Salesforce accounts and contacts

58. 58 …from IBM Notes 9 and 8.5

59. 59 Riva SmartConvert: Create Salesforce opportunities and cases

60. 60 …from IBM Notes 9 and 8.5

61. 61 Riva AssignTo: Track emails against CRM objects…

62. 62 …from IBM Notes to Salesforce

63. 63 Questions and Answers

64.  Access Connect Online to complete your session surveys using any: –Web or mobile browser –Connect Online kiosk onsite 64

65. 65 Acknowledgements and Disclaimers © Copyright IBM Corporation 2014. All rights reserved.  U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.  IBM, the IBM logo, ibm.com, IBM Notes, IBM Domino, and IBM Notes Traveler are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtmlwww.ibm.com/legal/copytrade.shtml  Salesforce.com, Microsoft, Sage, Oracle, New York Life, Saleslogix, GoldMine, NetSuite, Riva CRM Integration, Office 365, BlackBerry, iPad, iPhone, Android, and other company, product, or service names may be trademarks or service marks of others. Availability. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. The workshops, sessions and materials have been prepared by IBM or the session speakers and reflect their own views. They are provided for informational purposes only, and are neither intended to, nor shall have the effect of being, legal or other guidance or advice to any participant. While efforts were made to verify the completeness and accuracy of the information contained in this presentation, it is provided AS-IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this presentation or any other materials. Nothing contained in this presentation is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.