Pivotal CRM PowerPoint Template

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Transcript Pivotal CRM PowerPoint Template

Architecture Topics

Overview 2.

Integration 3.

Scalability

Deliverability

Security 6.

Internationalization 7.

On Premise Requirements 8.

Hosted Requirements 9.

Future Roadmap 10.

Diagnostic Tools © Copyright CDC Software 1

Overview

Architectural Design Goals

  – Cost efficiency Technology centric – Multi-threaded, object oriented, modular architecture – – – – User centric – – – – Multiple user access and security Extensibility & customizability without programming Ease of use Ease of deployment & maintenance Scalability Performance Database independence via ODBC Standards compliant and open interfaces © Copyright CDC Software 3

Designed for Sophisticated Marketing Programs

   Marketing Automation is not just email blasts: it is true multi-step personalized (1-to-1) communication Sophisticated Marketing Workflow Demands flexible Process Flow Engine – MarketFirst’s unique Process Flow Engine – – Event driven workflow model optimized for unique characteristics of eMarketing Interactions. Persistent data centric and data (& event) driven model Real-Time Results – – Integrated Report Server and de-normalized reporting DataMart Excel or HTML © Copyright CDC Software 4

Architectural Overview

Employee WAN/LAN Power User Java Client Distributed/Remote Marketing/Sales Employee Campaign Portal Audience (End User) Web User Employee (Manager) Reports Corporate Servers Corporate Web Server Deliverability Email Server Corporate Fax Server SMS provider Print Provider MarketFirst Platform MarketFirst Application Server Data Mart Relational Database Import/Export Engine M1 Integration Server External Systems CRM / ERP Applications Other 3rd Party Applications Enterprise Data Stores Pivotal CRM Sales System Relational Database

Server Components

    Core MarketFirst Servers – Data Access Server – – – – Adobe JRun Application Server (can be multiple) • Sits behind IIS • • Interactive Communication Server (ICS) Web Communication Server (WCS) Action Server (or Automated Program Director) • Requires SMTP compliant email server • Operates with optional RightFax fax server, SMS gateway Report (Data Access) Server Report Sync Server Integration Server for SFA integration Campaign portal server extensions (in WCS, optional) MS SQL Server Database © Copyright CDC Software 6

Client Components

   Employee centric – – MarketFirst Architect (Java installable application) Campaign Portal (Browser based) Audience Centric – – – – Email : MIME compliant email readers Browser: Most HTTP compliant supporting Java Script Fax machine Wireless/PDA devices Advanced integration toolkit

– –

SDK* : Java XML adapter configuration *Requires PS engagement © Copyright CDC Software 7

Software Makeup

      – – – – – Most components Java 2 (SDK 1.4+) – All multithreaded scalable architecture Data Access Server written in C++ Server API SDK available in Java* Secure communication and password protection Pre-packaged 3 rd – Party components used Adobe JRUN Application Server Roguewave libraries ODBC drivers for MS-SQL Server and Oracle Jsockets (optional component) Excel for Reports Few other smaller open source components Other 3 rd – party S/W required IIS web server – – – – SNMP compliant email server MS SQL Server or Oracle database server RightFax Fax Server (optional) SMS Gateway (optional) © Copyright CDC Software 8 *Requires PS engagement

Integration

Integration Topics

Overview 2.

DataBridge Middleware 3.

SDK Software Developers Kit 4.

Integration via XML & Connector 5.

Pivotal Integration © Copyright CDC Software 10

Integration Overview

Why Do Customers Want Integration?

Proprietary Service or Database



e.g. determine geographic service availability E-Commerce



information Drive traffic and exchange Intelligent Parsing

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Categorize nonstandard inbound email Marketing Database

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Add Contacts and Overlay Data Customer Service leads to M1 for marketing contact

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Pass Lead Management Partner Sales

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Distribute Leads to Direct or M1 Sales Force Automation

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Distribute Leads to Direct Sales Website (e.g. Contact Us)

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register new leads Middleware/EAI

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Simplify integration across enterprise Content

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Organize and update often-used content (not supported) Enterprise Resource Planning closed loop marketing

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Overlay customer information, enable Analytics System

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Discover patterns and correlations

Integration Options

    Rich set of options Selected according to your need and budget Complex Application Level Integration (API) support – Software Developer’s Kit (SDK) using Java API* Focused CRM/Sales Integration Solutions – Light – Using DataBridge Import Export Utility – Tighter integration using the MarketFirst Connector *Requires PS engagement © Copyright CDC Software 13

Databridge

Light Integration using Databridge Manager

     Common choice for import/export type requirements Fast deployments – normally under 7 days Easy to use graphical user interface Rich Data format support: – ODBC, delimited file, or fixed record length file support – – – Data transformation functions for Text, Math, and Date De-duplication or unique key mode for import Data cleansing, enrichment and standardization – Integration points for third party solutions Various Modes and scheduling options – Scheduled or event-driven import or export – – – – – Update or reject duplicate records mode for imports Append or replace, all records or delta updates mode for exports Batch or single contact transaction based in process flow Support for preparatory and clean-up queries for staging data Support for user-defined where clause © Copyright CDC Software 15

Databridge Manager Wizard

Databridge Example

Import Example: 1.

Receive command to import 5. Write record(s) to import

MarketFirst Database Databridge Manager DataBridge Configurations

2. Read Config 3. Run Prep Query (optional)

3 rd party Database

4. Read record(s) to import 6. Update status and error logs

Status & Error Logs

SDK*

*Requires PS engagement

MarketFirst SDK*

     Live integration of MarketFirst with other enterprise and web transaction applications Provides read/write access to MarketFirst objects via Java Ability to get, create, update and delete information in the MarketFirst database Ability to filter information before inserting into the database Makes use of business logic in data access server to authenticate the flow of information *Requires PS engagement © Copyright CDC Software 19

Scope*

 Provides programmatic access to a wide variety of MarketFirst items Action Code Contact Document Field Choice List Program Segment System Exception Block Code Set Contact Address Event File Attachment Profile Program Validation Result Site User Exception Campaign Company Custom Exception Exception Interface Profile Field Section SysLog Utils *Requires PS engagement © Copyright CDC Software 20

Deep CRM Integration via XML Connector

Functional Scope of CRM Integration

    Used for initial load of the MarketFirst DB Manual or within a workflow MarketFirst to Sales – New Lead – – – Changed Leads New Activity Changed contact info Sales to MarketFirst – New contacts – – Changed contacts Associated summary data needed for segmentation and driving personalization © Copyright CDC Software 22

  MarketFirst’s CRM integration has been designed to work with any CRM system CDC Software has integrated MarketFirst with: – – – Pivotal Salesforce.com

Saleslogix – Siebel © Copyright CDC Software 23

What is MarketFirst used for?

Marketing

   eMarketing (Web, Email, SMS, Fax, Print) Campaign management & execution Lead acquisition, qualification & distribution

MarketFirst

 Nurturing & upselling     Retention Events Marcom Customer care © Copyright CDC Software 24

What is Sales/CRM used for?

     Contact & activity management Team selling Contact and activity mgt Opportunity management Upselling & cross-selling

Sales

CRM

How they fit together

Marketing

MarketFirst

• New Leads • Updates to Leads/Contacts • Activities • Campaigns & Programs • Updates to Leads/Contacts • Associated Summary Data

Sales

CRM

Technology Components Installed

    MarketFirst – Install with the “Integrated” Option – Update marketing programs to use new integration tasks: Send Lead, Update Lead, Update Contact, Send Activity Connector – XML Connector Sales/CRM – – Sales/CRM Adapter – Isolates integration code – Provides functional and data model – Monitor Configuration ASP code provides starting points for integration Connector Console – Mapping & Validation • Interprets the XML config files into a graphical view • • Fetches metadata from Integration and Pick & choose from available fields to map – Connector Monitors and Utilities © Copyright CDC Software 27

MarketFirst Connector

 MarketFirst controls the Connector & initiates all data flow   “Inbound” data flow: Sales/CRM  MarketFirst “Outbound” data flow: MarketFirst  Sales/CRM © Copyright CDC Software 28

Inbound Sync: Sales/CRM



MarketFirst

   When: Initiated by MarketFirst (scheduled) What: All changed Leads, Contacts, summary data & enrollment requests since last sync How: XML requests to build & fetch data, Sales Adapter prepares data

MarketFirst

Campaign

Sales

Company Program Lead Contact Contact Leads, Contacts + Summary information Activity Opp, Order, Support © Copyright CDC Software 29 Contact profiles

OutBound Sync: MarketFirst



Sales/CRM

   When: Event-driven data push (via M1 program workflows) What: Create lead, update lead or contact, create activity, marketing project How: XML posted to Sales Adapters to process and handle incoming data

MarketFirst

Campaign

Sales

Company Program Lead Contact Contact - New Leads, Activities - Update Lead or Contact - Marketing Campaign and Project Activity Opp, Order, Support © Copyright CDC Software 30 Contact profiles

Pivotal CRM Integration Functional Capabilities

    Data Synchronization Integration Console Access Pivotal CRM data from MarketFirst Contact Enrollment © Copyright CDC Software 31

Data Synchronization

Pivotal CRM Integration Overview

  Data and process integration allows Marketing and Sales groups to share information and best practices Having separate systems allows each to perform well in its domain  CDC MarketFirst – – High volume communications engine with sophisticated document creation and publication capabilities Manage interactions over web, email, SMS, print, fax – – Low user volume All contacts tracked in MarketFirst database (customers, leads, targets, suspects, lists, etc.)  Pivotal CRM – Interactive customer management system – – High user volume Only important contacts tracked in Pivotal CRM database (customers, sales leads) © Copyright CDC Software 33

Key Integration Capabilities

 Qualified prospects  Pivotal leads table  Update contact information in Pivotal  Create activities in Pivotal  Campaign/program synchronization  Access Pivotal-based prospect information  Sales users can enroll contacts in MarketFirst programs  Closed loop ROI reports  Single sign-on using NT-authentication © Copyright CDC Software 34

Pivotal CRM Integration Overview

List Purchase Campaigns Enrollment

Complete Market Segments Leads Qualified Opportunities Sales Customers

CDC MarketFirst

Updates to Leads, Contacts + related data

Pivotal CRM

Integration Architecture

M1 Integration Console UI M1 Integration Server © Copyright CDC Software 36 M1 Client UI

CUSTOMIZATION & DIAGNOSTICS SCHEDULED INBOUND/OUTBOUND SYNC; PROGRAM /CAMPAIGN SYNC; REFRESH SEARCH CACHE

M1 AppServer

SEND LEAD, SEND ACTIVITY HTTP/XML

Pivotal Business Server M1 Action Server

Integration Architecture

    Both products are multi-tier client/server Loosely coupled integration – – Separate database instances & data Models Data synchronization for data of common interest Platform independent XML over HTTP Single sign-on: though separate security model © Copyright CDC Software 37

Details of Data sync

 Sales  – – – – – Marketing data sync Batch – initial and incremental Initiated by MarketFirst (scheduled) Data is prepared by App Server Rules in Pivotal Sales (I.e. summary fields are calculated) Via integration Active forms (getFormData) Leads, contacts, and summary information from opportunities, orders, incidents etc.

 Marketing  – – – – – Sales data sync Real-time data push Via integration Active forms (saveFormData) Marketers decide in each program what to push and when Three new task types: • Send leads, Send activity, Update contact Custom handlers on the Sales side process and handle the incoming data © Copyright CDC Software 38

Integration ‘Glue’

 Pivotal Sales – Business Server XML interfaces via ASP page – Integration forms, Visual basic routines  MarketFirst – – – Marketing XML Connector configuration panel Data mapping (customization) Integration Tasks © Copyright CDC Software 39

MarketFirst

 MarketFirst captures, organizes and automates marketing activity related to contacts Campaign Program Contact © Copyright CDC Software 40 Contact profiles

Pivotal Sales

 Pivotal Sales captures, organizes and automates sales and service activity Company Lead Contact Opp, Order, Support © Copyright CDC Software 41

MarketFirst Connector

 This information is integrated via the MarketFirst connector Campaign Program Contact Connector Campaign, Program, Lead, Contact, Activities Company Lead Contact Opp, Order, Support © Copyright CDC Software 42 Contact profiles

How it fits together

 MarketFirst is fed contact data from Pivotal Sales via the connector, and also from outside sources Campaign Company Program Lead Contact Contact Leads, Contacts Opp, Order, Support © Copyright CDC Software 43 Contact profiles

How it fits together

 MarketFirst Programs execute against contacts, generating leads and activities for the Pivotal Sales system Campaign Company Program Lead Contact Contact Leads, Activities Activity Opp, Order, Support Contact profiles © Copyright CDC Software 44

How it fits together

 Regular updates inform MarketFirst about the status of the contacts’ opportunities, orders, etc.

Campaign Company Program Lead Contact Contact Leads, Contacts + Summary information Activity Opp, Order, Support Contact profiles © Copyright CDC Software 45

Integration Console

Manage and validate mappings Configure, track progress and troubleshoot © Copyright CDC Software 47

Using Pivotal CRM Data in MarketFirst

Contact Enrollment

Contact Enrollment –Pivotal Web Smartclient

Contact Enrollment, Windows Client

Contact Enrollment –Windows Client

Scalability

Architected for Performance and Scalability

    Distributed object architecture – Multiple specialized server modules • Reside on one machine or on multiple machines providing scalability and performance – – Eliminates performance bottleneck to minimizes response time Multi tier web centric architecture: licensed and hosted model Each server module is highly multithreaded and scalable Off-the-shelf application server supports redundancy and multiple instances for higher performance Proven performance (Based on actual customer implementations): – Sustained Email Send rates of greater than 500,000 per hour.

– – Web page publishing rates of over 200 pages/second that is over 17 million per day.

Global use: one enterprise customer using a single MarketFirst across 26 countries and 8 different languages.

Standard Deployment

Clients Campaign Portal (optional) MarketFirst Server Servers Audience Email Server Web Server Java Client MarketFirst Database © Copyright CDC Software 71

High Scalability Deployment

Clients Campaign Portal (optional) Servers MarketFirst Action Server MarketFirst Application Server Audience Email Server Java Client MarketFirst ICS / WCS MarketFirst Report Server MarketFirst Database Web Server © Copyright CDC Software 72

Email Farm Scalability

Clients Campaign Portal (optional) MarketFirst Server Servers Audience Email Server Farm Web Server Java Client © Copyright CDC Software 73 MarketFirst Database

MarketFirst Deliverability Email Server Scalability

 The MarketFirst Deliverability Email Server provides scalability in the following ways – Clustering – Dynamic Failover © Copyright CDC Software 74

M1DES Cluster Configuration

 Single configuration file for entire cluster – – Simplifies administration Guarantees consistency © Copyright CDC Software 75

M1DES Dynamic Failover

Security

   SSL support for contact login Multiple authentication for marketing users – NT authentication – SQL authentication Complete Firewall support between Web server and application server © Copyright CDC Software 79

Internationalization

  Multi-lingual document publishing – – Recipient receives document in their preferred language Automatic Detection of Browser Language Localization – Different language versions of the MarketFirst are available © Copyright CDC Software 81

 Screen shot of Document Editor MarketFirst is structured to easily handle content written in multiple languages. The browser language settings are used to automatically provide the language native to the reader. In the event content for a language is not available, the default language is used.

MarketFirst in French

 Screen shot of M1 French – Might have something by Monday (Sept 17); if not, then remove this slide © Copyright CDC Software 84

 Screen shot of M1 French – Might have something by Monday (Sept 17); if not, then remove this slide © Copyright CDC Software 85

 Screen shot of M1 French – Might have something by Monday (Sept 17); if not, then remove this slide © Copyright CDC Software 86

On Premise Deployment

On Premise Hardware Requirements

     MarketFirst Application Server – Dual core CPU @ 2.5 GHz or better – 2 GB of RAM • Application requires approx 500 MB DMZ Web Server – Dual core CPU @ 2.5 GHz or better – 1 GB of RAM MarketFirst Deliverability Server (Optional) – Dual-processor x86 based machine (32 or 64 bit) – – At least 2 gigabytes of RAM (preferably 4 gigabytes) 2 or more dedicated 15k RPM SCSI hard drives for mail spool MTA Email server(s) * (For customers not using Deliverabilty Server) – – – Vendor and version agnostic POP3 for inbound email SMTP to send Database Server(s)* – MS SQL 2000 or 2005 – Oracle 9 or 10 *Possible to use existing email and DB server

On Demand Deployment

MarketFirst On Demand

   MarketFirst offered on a subscription basis Deployment is hosted by CDC Software hosting Customer selects appropriate package based: – – – Transaction volume Uptime guarantee Features • • • • • • E-mail & Templates Landing Pages & Website Personalization Surveys Deliverability Services & Systems Integration Microsites Campaign Portal © Copyright CDC Software 90

On Demand Security Options

2.

3.

FTP Batching 100% of Customers Utilize To Some Extent Inexpensive Communicate via Text ODBC Databridge VPNs 25% of Customers Running Must have Firewall capable or running an IPSEC Tunnel HTTPS 2% of Customers Running Website is still visible to general public and therefore not as secure © Copyright CDC Software 91

On Demand Security

     Secure DMZ Environment Backend SQL Server Database doesn’t connect to the Internet in any way Real Time Monitoring via network intrusion device with real time alerts to our operators.

VPN Tunnel Between Our Firewalls restricts all communications to Your Host Only* 3 rd Party Auditing Controls *Assumes Technology Is Utilized © Copyright CDC Software 92

On Demand Security Audits

 Third party audits performed: – – – – Annual PCI standard security audit (VeriSign) Annual Risk Assessment against ISO 17799 (Verisign) SAS-70 Audit (BEO Seidman) Quarterly vulnerability scans (Qualys) © Copyright CDC Software 93

Future Roadmap

Enterprise Marketing Suite - TODAY

Lead Management Communications Engine Marketing Database Segmentation Personalization Campaign Designer Multi-Channel Delivery Privacy Management Analytics Campaign Analysis Contact Analysis Clickthrough Analysis © Copyright CDC Software 95

Enterprise Marketing Suite - FUTURE

Lead Management Communications Engine Marketing Database Segmentation Personalization Campaign Designer Multi-Channel Delivery Privacy Management Marketing Resource Management Planning Marketing Dashboard Budgeting Project Management Content Management Resource Tracking Analytics Campaign Analysis Contact Analysis Clickthrough Analysis Predictive Modeling © Copyright CDC Software 96

MarketFirst Roadmap

5.9

June 2006 Campaign Enrollment SMS Offline Print 5.10

Q2 2007

6.0

Q1 2008

Communications Engine Enhanced Integration Transaction History

End User Usability Admin Utilities Customer Enhancements 6.x

Web 2.0

Usability

TBD

Communications Engine - Partner Solutions GIS / Mapping

Email Deliverability Web Analytics

Communications Engine Lead Management Enterprise Marketing Suite Analytics

Saturday, April 25, 2020