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
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
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)
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
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
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
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 External Wholesalers – “Out in the field” meeting with Reps in their territories to educate them on our funds Sales Distribution Model – External Wholesalers
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
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 Riva: Calendar integration Meeting with client Phone call with client
14 Riva: Calendar integration Meeting with manager Private appointment Team sales meeting
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 Riva: Email integration (received and sent items) Log emails to CRM
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.
20 Riva: Contact and lead integration CRM contacts
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 Riva: Administration console Set Riva sync interval
23 Riva: Administration console Show event monitor Set peak time settings
24 Riva Event Monitor View sync processes in real time
Riva – Fault Tolerant Implementation at New York Life 25
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 Riva CRM Integration Server-side CRM integration for IBM Notes and Domino
Why did New York Life Investments choose Riva? Server-side synchronization 28
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
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
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)
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.
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
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 Screenshots Salesforce integration for IBM Notes and Domino