Transcript Riva Integration Server For CRM And Third

Beyond E-Mail:
Riva Integration Server for CRM
and Third-party
Integration
Novell GroupWise
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Aldo Zanoni
CEO, Managing Director
Omni Technology Solutions
+1.780.423.4200 Ext. 232
www.omni-ts.com
Aldo Zanoni
CEO, Managing Director
Omni Technology Solutions
[email protected]
www.omni-ts.com
+1.780.423.4200
Agenda
1. Riva Background
2. Riva Integration Server: CRM and Third-party
Integration Strategy – 8 CRMs and 4 Databases for
GroupWise 8
3. It’s About Being Strategic
4. 3T Results
5. Non-CRM Integrations: SharePoint, Facebook
6. Screen Shots
Riva Background
The Riva Collaboration Integration Platform was
designed to satisfy the long-standing need to:
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Automate Novell® GroupWise® Content Management based on
policies within GroupWise and information from Novell
eDirectory™
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Provide managed account content updates based on manual,
scheduled or event-monitored synchronization policies and
applications (one-to-one or one-to-many)
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Deliver transparent, seamless and tight integration for
CRM and line-of-business applications for all Novell
GroupWise clients
Manage GroupWise Like Never Before
Riva delivers four components:
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Managed Policies for automated account content
Managed Applications for eDirectory integration
GroupWise Reports
CRM and third-party application and database connectors
Source and destination objects:
Source objects can be a GroupWise resource or account; an
eDirectory object; or an external third-party application, CRM
or database.
Destination objects can be one or multiple eDirectory
accounts, groups, containers, or GroupWise accounts
or post offices.
Riva Managed Policies and Reports
Allow GroupWise to automatically manage itself for:
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Calendars (shared and standard)
Address books (shared and standard)
Folders (shared and standard)
Rules*
Proxy Access
Birthday Reminders
Internet Address Updates
Password Expiration Reminder Emails
Managed Policies for automated account content
Riva Reports:
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eDir Account Audit Report *
Rules Report *
Proxy Access Report
GroupWise Archive Path Report
* Requires GroupWise 7.0.2
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Shared Calendars Report
Shared Address Book Report
Shared Folders Report
Riva Managed Applications
Riva Managed Applications use connectors to integrate
GroupWise to eDirectory and external applications for
managed signatures and distribution list management.
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Riva Managed Signatures
Riva Dynamic Distribution Lists
Riva Secure Distribution Lists
Riva Event Monitor
Future Applications:
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GroupWise Mail Merge, Account Settings Management
Riva Managed Signatures
Riva Managed Signatures allow you to standardize and
enforce user signature content by pushing eDirectory values
into each user signature.
Includes support for department specific or eDirectory group
specific disclaimers. Provides local language disclaimers for
international companies.
eDirectory Values
Managed Signature
{First} {Last}
{Title}, {Department}
{Company}
(URL Text)
Office: {Phone}
Fax: {Fax}
Mobile: {Mobile}
{Blank line}
{Italian department disclaimer}
Teruel Carassco
Director, Global Sales
Omni Technology Solutions Inc.
www.omni-ts.com
Office: +1.780.423.4200 Ext. 232
Fax: +1.780.423.4711
Mobile: +1.780.707.0099
Le informazioni contenute in questa
comunicazione e gli eventuali documenti allegati
hanno carattere confidenziale e sono ad uso
esclusivo del destinatario.
Dynamic Distribution Lists
Riva Dynamic Distribution Lists allow you to:
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Populate GroupWise Distribution Lists with members from one
or more eDirectory containers or groups (nested groups)
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Use multi-value LDAP queries to create Dynamic Distribution
Lists from eDirectory or LDAP queries to external third-party
applications (e.g., “department” is W, “title” is X, “position” is Y
and “manager” is Z)
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Never have to worry again about distribution list accuracy
or manually adding members to GroupWise distribution lists.
Secure Distribution Lists
Riva Secure Distribution Lists allow you to:
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Include external email addresses in your system-defined
distribution lists by linking GroupWise distribution lists to CSV
files, CRMs, third-party applications and database queries
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Configure which accounts are authorized to send email to secure
GroupWise distribution lists
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Completely hide distribution list members (regulatory compliance)
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Never have to worry again about unauthorized users sending
emails to sensitive or large distribution lists or not being able to
include non-GroupWise email addresses in system-defined
distribution lists.
Riva Event Monitor
The Riva Event Monitor allow you to:
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Assign policies, applications and reports to be executed based on
an event occurring in your GroupWise system
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Assign Riva CRM and third-party synchronization to synchronize
event-specific information to the CRM or third-party application
Note: The Riva Event Monitor is included by default in the Secure Distribution List
Application. CRM-based event notification is CRM specific because not all CRM
systems provide event-based notification.
Riva Integration Server: Integrate CRMs and
Third-party Applications – Like Never Before
The Riva Integration Server for Novell
GroupWise integrates data from third-party
databases, CRMs, ERPs, business processes,
collaboration systems, management systems
and others into GroupWise.
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Key Value: “Synchronization of data from virtually
any source ... to any Novell GroupWise destination,
providing seamless, transparent synchronization.”
Beyond E-mail – 8 CRM and 4 Database
Integrations for GroupWise 8
1. Salesforce
1. Oracle
2. Microsoft CRM
2. Microsoft SQL
3. Microsoft SharePoint
4. SageCRM
5. SugarCRM
6. Info@hand
7. Bluefin
8. Facebook
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3. PostGres
4. MySQL
Riva Collaboration Integration Connectors
Why is this important? In 1993...
1. What percentage of companies had email systems?
2. What types and size of companies were they?
3. Did they have internal or external email systems?
4. What percentage of companies migrated to one or more
different email systems since 1993? How easy were the
migrations / mergers?
5. Since 1993, what percentage of departments or
companies acquired other different email systems through
mergers or acquisitions?
6. What percentage of companies will deploy or migrate to
new email systems in the next five years?
Why is this strategic? In 2008...
1. What percentage of companies have CRM systems?
2. What types and size of companies are they?
3. Do they have internal or external-facing systems?
4. How many companies have deployed and/or migrated to
one or more CRM, ERP or LOB systems since 1993?
How easy were the migrations / integrations?
5. What percentage of departments or companies acquire
different CRM, ERP or LOB systems through mergers or
acquisitions? How easy are those mergers?
6. What percentage of companies will deploy or migrate to
new CRM systems in the next five years?
Being Successful is About Being Strategic
Novell GroupWise and Teaming play strategic roles
for Novell customers by bringing together collaboration
and knowledge workers in project-based team
workspaces.
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CRM, ERP, Collaboration and LOB applications also
play a strategic role for management, sales and service
staff. (Not to imply that sales and management staff are not knowledge workers!)
People LIVE in their CRM and various LOB
applications.
Collaboration Integration is Strategic
Riva CRM and Third-party Integration for Novell
GroupWise is strategic because it provides:
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Relevancy
Immediacy
Simplicity
Consistency
And allows your staff to focus on customer
engagement and higher-level processes.
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#1 Objective for Corporate Buy-in?
Increased Profitability (better customer service, more sales)
Sales and customer service are highly collaborative
experiences.
Riva SharePoint and Portal Integration for Novell
GroupWise fosters and enhances corporate
productivity and collaboration without the user having
to change the way he uses GroupWise or SharePoint
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Riva enhances profitability by giving your employees
access to SharePoint information anytime and
anywhere they have access to Novell GroupWise !
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#1 Criterion for User Buy-in?
Ease of Use
If the 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 customer
service agents, sales representatives and account
executives have. Riva Integration gives
time back to your staff.
With Riva SharePoint Integration for GroupWise Web
Part Portal Integration for SharePoint , users have
access to accurate information inside SharePoint and
inside Novell GroupWise — anytime and anywhere.
It’s their choice!
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Riva’s Focus: End-user Impact
Riva integrates Novell GroupWise and
mission-critical applications to:
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• Make the end-user’s life easier (for everyone from
the receptionist to the CEO)
• Help users reach their sales targets and customer
service goals
• Help users make a big difference
• Keep users organized and give them access to
accurate information everywhere they need it.
Users don’t have time to keep track of everything
on their own
Think of Riva as a Bridge Between...
Collaboration:
Novell® GroupWise®
SQL:
SQL databases
CRM:
SugarCRM, info@hand,
Microsoft CRM,
Salesforce, Bluefin,
Microsoft SharePoint,
SageCRM, Facebook
Novell GroupWise:
Resource or regular
account
Riva is to Novell GroupWise content synchronization...
...what Novell® Identity Manager is to directory values
synchronization.
MANDATE TO THE DEVELOPER TEAM:
“Allow me to live in GroupWise
and access and manage my
CRM content.”
Riva’s 3Ts: Tight, Transparent, Timely
Riva’s CRM integration creates a competitive
advantage based on allowing sales, service
and account reps and executives to gather and
execute on:
• Single entry calendar, contact and account
information
• Integrated customer intelligence
• Analysis
• Collaboration
• Best practices
Riva’s Most Import T: Transparent
Transparent, bi-directional synchronization of
appointments, phone calls, tasks, notes, address
book contacts, accounts and organizations*
Transparent synchronization of opportunities,
quotes, sale orders, invoices, cases and others
from CRM* to GroupWise.
*Synchronized modules are CRM specific
Transparent Synchronization
Riva CRM Desktop and Enterprise Editions
Enterprise Edition: Multiple accounts, no desktop software
Desktop Edition: Single account, no server software
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All information synchronized from the CRM is available in ALL
Novell® GroupWise® clients (Linux, Macintosh, Windows, WebAccess,
mobile devices, Evolution, Outlook, IMAP)
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Full BlackBerry and GroupWise Mobile Server mobile device client
support (e.g., Tasks marked as completed on your BlackBerry or
GroupWise Mobile Server clients are marked as completed in the CRM)
More than just a Windows Client Plug-in:
Complete Platform for CRM Integration
• No-touch integration (no software to add to clients)
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• Transparent to both Novell GroupWise and CRM
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• Compatible with GroupWise running on all server
platforms
• No new infrastructure or firewall changes
• Turn all GroupWise clients into integrated CRM clients
(supports caching and remote modes)
Bi-directional Synchronization
Allow Users to Do Things ONCE – in the
CRM or in GroupWise!
Leverage the off-line and on-line capabilities of
Novell GroupWise to:
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Create / edit CRM accounts
Create / edit CRM contacts
Create / edit CRM appointment
Create / edit CRM tasks
Review opportunities, cases, quotes
With GroupWise® 8, we expect to be able to deliver offline editing of opportunities, cases, quotes...
Generic CRM Information Added to
Novell GroupWise
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Riva Transparently adds custom and CRM-specific
fields to Novell GroupWise to match CRM fields:
Opportunities
Quotes
Cases
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Account Name
Amount
Modified Date
Probability
Sales Stage
Account Name
Amount
Modified Date
Quote Number
Quote Stage
Account Name
Case Number
Case Type
Modified Date
Status
Users can sort quotes, cases and opportunities based on each of the fields.
Flow Diagram – CRM to GroupWise
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Flow Diagram – GroupWise to CRM
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Riva ConnectBar and Automatic CRM
Content Creation from Novell® GroupWise®
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Riva ConnectBar : Review, Edit and Delete
opportunities, quotes, projects and cases directly
from Novell GroupWise (We expect off-line edit to be supported in
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the GroupWise 8.)
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Riva SmartConvert Drop Folders : Allow users to
convert customer emails into archived or new CRM
data—directly from GroupWise. Automatically create
new CRM contacts, accounts, opportunities, cases,
tasks and appointments—directly from GroupWise.
See: www.omni-ts.com/crm-integration
Riva ConnectBar: Sort CRM Opportunities,
Quotes and Cases in Novell GroupWise
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Group Labels View
Standard View
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Riva ConnectBar : View, Edit or Delete CRM
Opportunities, Quotes, Cases from GroupWise
The Riva ConnectBar allows you to Review, Edit or
Delete opportunities, quotes and cases directly from the
GroupWise client.
RIVA SMART CONVERT AND
DROP FOLDERS
Convert a Novell GroupWise e-mail
into a CRM opportunity or case.
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SmartConvert Folders – Email
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SmartConvert Folders – Opportunities
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SmartConvert Folders – Cases
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SmartConvert Folders – Quotes
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Create Novell GroupWise CRM
Dashboards
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Users can create Novell GroupWise CRM
dashboards to reflect their preferences:
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Dashboard One
Dashboard Two
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Recent Activity
Calendar Activities
Open Cases
My Opportunities
My Quotes
My CRM Contacts
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Same as listed to the left
with an open Opportunity
Displays Omni ConnectBar
to Review, Edit and Delete
functions
Sample CRM Dashboard
Riva SDK and Third-party Collaboration Integration
and Synchronization for Non-CRMs
Facebook Integration for GroupWise
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Riva Facebook Integration for Novell GroupWise
includes synchronising:
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– Facebook friends as contacts to a GroupWise address
book
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– A link to the friend’s Facebook page is included so you
have direct access to it from GroupWise
– The following Facebook information is also available in
GroupWise 8: About Me, Activities, Favorite Movies, Favorite
TV Shows, Favorite Quotes, Favorite Books, Favorite Music,
Interests, Political View, Relationship Status and Status.
Facebook® Integration for GroupWise®
SharePoint Integration - Option One
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SharePoint® Integration for Novell® GroupWise® allows
SharePoint information to be synchronised to GroupWise.
It delivers transparent, server-side synchronisation of:
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SharePoint and GroupWise appointments
SharePoint and GroupWise contacts and groups
SharePoint and GroupWise tasks
Custom and third-party modules
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Emails and notifications sent to SharePoint® team
members are received directly in GroupWise
Attachments associated with SharePoint® activities are
available directly through GroupWise®
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Technical Requirements for SharePoint®
Integration for GroupWise®
– Requires the Riva Integration Service to be configured and
running on a Windows or Linux system
– No changes required to the SharePoint® server
– User Impersonation is configured as the Riva authentication
choice. Riva connects to SharePoint® as a master account
and “impersonates” the user
– uses eDirectory, Active Directory or SharePoint Services
authentication to provide transparent, single sign-on
between SharePoint and GroupWise
– Active Directory or SharePoint native permissions control user
access to SharePoint® calendars, tasks, projects, lists, etc.
– Riva uses the eDirectory/GroupWise email address and the
SharePoint® email address to link the accounts between the
two systems.
SharePoint Integration for GroupWise
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Provides:
– Bi-directional synchronisation of address books and tasks
between GroupWise® and SharePoint® All changes in one
application are synchronised to the other
– Ability to view SharePoint information in ALL GroupWise
clients (including BlackBerry)
– Because SharePoint® appointments and issues are part of a
“shared, team” calendar, appointments, synchronisation is
uni-directional from SharePoint® to GroupWise. Changes
made in GroupWise to SharePoint® appointments and issues
are not synchronised back to SharePoint®
SharePoint® Integration for GroupWise®
Sample Integrated Dashboard
SharePoint Integration - Option Two
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GroupWise Web Part Portal Integration for SharePoint®
delivers transparent access to GroupWise WebAccess
components directly through SharePoint® Web parts
– Item Count and Summary View
– Mailbox View
– Address Book View
– Calendar Day View
– Calendar Week View
– Calendar Month View
Technical Requirements for Riva GroupWise Web
Part Portal Integration for SharePoint
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Incorporates the Riva Integration Server directly into
SharePoint Web Parts
- completely transparent to GroupWise and to SharePoint
- installed and managed as standard SharePoint® Web Parts
- communicates directly with GroupWise WebAccess
- uses eDirectory, Active Directory or SharePoint Services
authentication to provide transparent, single sign-on between
SharePoint and GroupWise WebAccess
GroupWise® Web Part Portal Integration for SharePoint®
Riva GroupWise Web Part Portal Integration for SharePoint®
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delivers transparent integration of GroupWise WebAccess in
SharePoint® Riva provides the same functionality for
GroupWise WebAccess as is available with Outlook
WebAccess.
– Summary View: displays the number of unread emails and
remaining calendar appointments for the day and appointment
alarms
– Expanded View: displays the From, Subject and Date and
appointment information in a single line
– “Connect” or clicking on an email opens GroupWise
WebAccess without the user having to authenticate to
WebAccess.
GroupWise® Web Part Portal Integration for SharePoint®
Choice to apply five different GroupWise WebAccess
SharePoint® Web Parts
– Mailbox View: provides direct access to the GroupWise
WebAccess Mailbox
– Address Book View: provides direct access to the GroupWise
WebAccess address books
– Calendar Day View: provides direct access to the GroupWise
WebAccess day view
– Calendar Week View: provides direct access to the
GroupWise WebAccess week view
– Calendar Month View: provides direct access to the
GroupWise WebAccess month view
Add GroupWise® Web Parts to SharePoint®
WebAccess SharePoint® Integration – Summary View
Single Web Part Configured for SharePoint® : GroupWise®
Calendar Day View
Three Web Parts Configured for SharePoint: Mailbox,
Address Book and Calendar Month View
Five GroupWise Web Parts Configured for SharePoint®
Open GroupWise® E-Mail or Appointment Directly from SharePoint®
Proposed Integration Points for SharePoint®
Additional SharePoint Web Parts can be
developed to include:
– searching the user’s GroupWise account when doing a
search in SharePoint®
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– access to GroupWise® documents in SharePoint®
– auto-fill from the GroupWise address book in SharePoint
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– and other integration points as requested by customers
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Future Integrations
Riva’s SDK will allow for other companies to build
collaboration and synchronization integrations for their
proprietary CRM, ERP, LOB and other applications.
This removes Omni from being the potential bottleneck
when customers are looking for additional integration
solutions.
– Novell® Teaming®
– Microsoft® Project®
– Other Project Management Applications
– Document Management Integrations
#1 Novell® GroupWise®
CRM INTEGRATION SOLUTION:
Demonstration of
Riva CRM Integration
for Novell® GroupWise®
Bottom Line — Increased Satisfaction
and ROI
Riva allows your sales reps, support personnel and
service staff leverage the “stuff” they already recording
(contacts, appointments, tasks, notes, quotes, etc.).
Staff can focused on customers and high-value tasks rather
than trying to find out information or worrying about
opportunities that fall between the cracks.
Riva delivers complete integration of a company’s two most
critical applications: Novell® GroupWise® and CRM.
Riva Delivers
Riva gives time back to your customer-facing staff and
executives.
Riva provides improved sales and business process
management and projections.
Riva delivers immediate user adoption and satisfaction.
Riva immediately improves the Return on Investment for
Novell® GroupWise® and CRM.
Thank You!
Aldo Zanoni
CEO, Managing Director
Omni Technology Solutions
+1.780.423.4200 Ext. 232
www.omni-ts.com
SageCRM -specific Information Added to
Novell GroupWise
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Opportunities
Orders
- Certainty (i.e. Probability)
- Closed Date
- Company
- Created Date
- Description
- Details
- Forecast
- Opened Date
- Priority
- Person
- Source
- Stage
- Status
- Target Close Date
- Territory
- Total Order Value
- Total Quote Value
- Type
- Billing Address
- Delivery Date
- Description
- Discount
- Discount Amount
- Discount Type
- Gross Amount
- Line Item Discount
- Net Amount
- Opened Date
- Person
- PO Reference
- Reference
- Shipping Address
- Shipping Method
- Status
Users can sort quotes, cases and opportunities based on each of the fields.
SageCRM -specific Information Added to
Novell GroupWise
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Quotes
Cases
- Description
- Discount
- Discount Amount
- Discount Type
- Expiration Date
- Gross Amount
- Line Item Discount
- Net Amount
- Opened Date
- Reference
- Status
- Area
- Created Date
- Customer Reference
- Description
- Fix in
- Found in
- Priority
- Problem Details
- Problem Type
- Reference ID
- SLA Severity
- Source
- Stage
- Status
Users can sort quotes, cases and opportunities based on each of the fields.