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SPOT110: IBM Notes and

Salesforce Integration
Customer Case Study
Art Altman, Director, New York Life Investments
Aldo Zanoni, CEO, Riva CRM Integration

2014 IBM Corporation

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

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
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: Whats coming


Big data and

Better integration of cross-channel

predictive analytics

customer engagement

Enterprise

Custom mobile apps that

social media
integration
Gamification

CRM

are more closely integrated


with business processes
Mobile security

Integrated
marketing automation

Platform integrations
(ERP, financials, HCM,
email systems, databases,

Force.com)

Differentiated
customer experiences

The critical role of integration in CRM success


Its about the heterogeneous processlinking 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.

Source: New Year, New Strategies DestinationCRM.com


http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/New-Year-New-Strategies-93248.aspx%22

New York Life Investments


Customer Case Study

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 sectorsretail, institutional, bundled defined contribution
and defined benefit, and guaranteed products.
New York Life Investments is the 29th-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


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Introduction to our Sales Distribution Model

Intermediaries

Customers

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
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Introduction to our Sales Distribution Model

NYLIM External Wholesalers

Rep Service

Intermediaries

Key Accounts

Intermediaries

NYLIM Internal Wholesalers

Sales Distribution includes collaboration among:


Internal Sales Desk: (Internal Wholesalers)
Wholesalers (External sales force)
Key Account Managers
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Customers

Customers

Sales Distribution Model External Wholesalers

External Wholesalers Out in the field meeting with Reps in their territories
to educate them on our funds

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Sales Distribution Model Internal Sales Desk

NYLIM External Wholesalers

Key Accounts

Rep Service

Intermediaries

Intermediaries

Customers

Customers

NYLIM Internal Wholesalers

Internal Sales Desk - Viewed as the Command and Control Center


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Customer case study: New York Life Investments


NEED:

Provide a consolidated calendar for


our internal sales desk, external
reps and sales managers.

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SOLUTION:
Riva syncs IBM Notes, IBM Notes Traveler and
Salesforce calendars bi-directionally.

Riva: Calendar integration

Phone call with client

Meeting with client

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Riva: Calendar integration

Team sales meeting

Meeting with manager

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Private appointment

Customer case study: New York Life Investments


NEED:

Sync specific inbound and


outbound emails from IBM Notes
to CRM as completed tasks.

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SOLUTION:
With Riva, you can select which emails you want
to sync from IBM Notes to Salesforce.

Riva: Email integration (received and sent items)

Log emails to CRM

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Riva: Email integration

View completed email tasks


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Customer case study: New York Life Investments


NEED:

Sync contact email addresses for


sending outbound emails from IBM
Notes. Filter contacts by territory.

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SOLUTION:
Riva syncs contact email addresses from CRM to
the IBM Notes contacts list.

Riva: Contact and lead integration

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Riva: Contact and lead integration

CRM contacts

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Customer case study: New York Life Investments


NEED:

Sync calendars, contacts and email


as close to real-time as possible.

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SOLUTION:
Riva is configured to sync automatically once
every 5 minutes.

Riva: Administration console

Set Riva sync interval

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Riva: Administration console

Show event monitor

Set peak time settings

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Riva Event Monitor

View sync processes in real time

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Riva Fault Tolerant Implementation at New York Life

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Riva implementation at New York Life Investments

311
12
2
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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.

Riva CRM Integration


Server-side CRM integration
for IBM Notes and Domino

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Why did New York Life Investments choose Riva?


Server-side synchronization

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Supported cloud and on-premise CRM systems

Salesforce Professional
Salesforce Enterprise
Salesforce Unlimited
Salesforce Developer
Salesforce Force.com
Salesforce Portal

NetSuite CRM

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Microsoft Dynamics CRM 2013


Microsoft Dynamics CRM 2011
Microsoft Dynamics CRM 4.0
Microsoft Dynamics NAV

Sage CRM Professional Cloud


Sage CRM On-Premise 7.0
Sage CRM On-Premise 6.0

Oracle Sales Cloud


Oracle CRM On Demand

Sugar CE
Sugar Professional
Sugar Corporate
Sugar Enterprise
Sugar Ultimate

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+

Supported email systems, clients, and mobile devices

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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

Office 365
Exchange Online
Hosted Exchange
Exchange ActiveSync
BES for Exchange

Novell GroupWise 2014


Novell GroupWise 2012
Novell GroupWise 8.0+

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

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

Novell GroupWise 7.3+


Novell Data Synchronizer
BES for GroupWise

GroupWise for Mac


All mobile devices

No separate plug-ins or mobile apps to install or manage

Windows desktops and laptops

Web-based email clients


(iNotes, Office 365, Outlook Web App,
GroupWise WebAccess)

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Mac desktops and laptops

Virtual desktops
(Citrix, Terminal Services)

Smartphones and tablet PCs


(iPad, iPhone, Android, BlackBerry, Windows
Phone, Surface)

What Riva syncs between CRM and IBM Notes

* Custom configuration required


to sync these objects.

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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

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Riva by the numbers

800
10
20
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Number of Riva On-Premise


and Riva Cloud customers

Number of major banks


that use Riva

Number of Fortune 500


companies that use Riva

200
80%
2008

Total number of Riva


partners and resellers

Revenue growth in FY 2013

Year we launched Riva

Screenshots
Salesforce integration for
IBM Notes and Domino

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Sync Salesforce contacts and leads

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to IBM Notes 9 and 8.5

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and IBM iNotes

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Sync Salesforce accounts

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to IBM Notes 9 and 8.5

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and IBM iNotes

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Sync Salesforce calendar events

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to IBM Notes 9 and 8.5

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and IBM iNotes

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Sync Salesforce tasks

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to IBM Notes 9 and 8.5 To Do lists

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and IBM iNotes To Do lists

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Sync IBM Notes emails to Salesforce

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Sync IBM iNotes emails to Salesforce

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IBM Notes emails logged in Salesforce

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Sync Salesforce opportunities

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to IBM Notes 9 and 8.5

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and IBM iNotes

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Sync Salesforce cases

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to IBM Notes 9 and 8.5

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Sync Salesforce custom objects to IBM Notes 9 and 8.5

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Riva SmartCreate: Create Salesforce accounts and contacts

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from IBM Notes 9 and 8.5

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Riva SmartConvert: Create Salesforce opportunities and cases

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from IBM Notes 9 and 8.5

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Riva AssignTo: Track emails against CRM objects

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from IBM Notes to Salesforce

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Questions and Answers

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Access Connect Online to complete your session surveys using any:


Web or mobile browser
Connect Online kiosk onsite

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Acknowledgements and Disclaimers


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.

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.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.

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