Transcript Slide 1

Bridging the CRM
User Adoption Gap with
Riva Server-side Integration
Beyond the Outlook Plug-in
Stéphane Zanoni
CTO, Head of Research
Omni Technology Solutions
[email protected]
www.omni-ts.com
Agenda
1. Accelerate Dynamics Adoption – Fill User Adoption
Gaps
2. How Riva Helps Solve the Last Mile Gap Challenges
3. Riva Overview
4. Riva Live Demo
5. Summary / Questions
What Causes the User Adoption Gaps?
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Last Mile Challenges – Audience Poll
• What causes lack of adoption?
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CRM doesn’t align with business processes
Outlook plug-ins don’t do what I need
Users don’t want to change the way they work
Complexity (real or perceived)
Takes too much time (sales people aren’t paid for data entry)
Mobile phone integration challenges
Double data entry
Poor integration
Lack of management buy-in
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Who are the Gap Users?
1.
Outlook Web Access users who need to synchronize
2.
Mobile users who are so disconnected they can’t benefit from
the Outlook plug-in
3.
Users who need to synchronise recurring appointments
4.
iPhone, BlackBerry, Android, or ActiveSync users who would
like to see their opportunities, cases, quotes on their devices
5.
Accounts with Macs or GroupWise that need to sync
Who are the Gap Users?
6.
Users who need to synchronize with more than one instance
of Dynamics CRM or with two different CRMs
7.
Accounts that need to sync custom fields or that have custom
requirements (display Service Activity notes on mobile devices)
8.
BPOS (Exchange On-line) users whose needs aren't being met
with the Outlook plug-in
9.
Accounts where administrators want to control what gets
synched to user accounts
What are some of the Plug-in Challenges
that Cause Gaps for Outlook Users ?
• Need to be installed and maintained on your laptop,
desktop and/or home machine
• Support and desktop issues caused by upgrading the
desktop OS, version of Office, Exchange or version of
Outlook
• Limited to one instance of CRM
• Perceived complexity
• Separate and different applications needs to be installed
on your BlackBerry, iPhone or ActiveSync mobile devices
How Does Direct Server-side Synchronization Help Solve the
Problem? Transparency - Simplicity
Microsoft Outlook
Microsoft Outlook,
Outlook Web Access, BlackBerry,
ActiveSync devices,
Entourage for Mac,
Mac Mail / iCal / Address Book and
all GroupWise clients
Think of Riva Integration Server as
a bridge or gateway between...
Exchange and
GroupWise
Solution – Riva Integration Server
Riva’s Server-side Advantages
• No-touch integration (no software to install on clients)
TM
• Transparent to Exchange, GroupWise and CRMs
• Compatible with hosted or on-premise CRMs and
Exchange and GroupWise running on all server platforms
• No new infrastructure or firewall changes required
• Turns all email clients into transparent integrated CRM
clients with support for caching and remote modes
Riva’s Strongest Asset: Transparency
Transparent integration for all Exchange and
GroupWise email clients becomes an integral part of
your CRM business processes
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
Exchange/Outlook and GroupWise.
*Synchronised modules are CRM specific
Riva ConnectBar , AssignTo and
SmartConvert
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Riva ConnectBar allows you to review and edit
opportunities, quotes, projects and cases directly
from your Exchange client.
TM
Riva AssignTo allows users to drag-and-drop/copy
emails and automatically archive them against an
existing CRM opportunity, case or quote.
(The email is archived into the opportunity history.)
TM
Riva SmartConvert Drop Folders allows users to dragand-drop/copy emails into a SmartConver folder from
all Exchange clients. Riva converts the email into a
new opportunity, case, quote, etc. in your CRM.
See: www.omni-ts.com/crm-integration
Riva SmartNotes and Recurring
Appointments
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Riva SmartNotes allow users to view and update
Service Activies Notes from all Exchange clients –
highly desirable for mobile technicians.
Riva Recurring Appointments translates Outlook
recurring appointments series into linked CRM
appointments. Modifying an individual recurring
appointment or the entire series in Exchange or CRM
automatically updates the target appointment(s).
Opportunity Folder - Contains HTML Email
Representations of Your Opportunities
Riva ConnectBar – View Opportunity
Riva ConnectBar - Link to Opportunity
SmartNotes for Service Activities
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SmartConvert Folders – Email
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AssignTo – Archive Email to Existing Opportunity
Live Presentation:
Riva Client Experience:
OWA and Outlook Client
Riva Management Interface
Riva Helps Close the User Adoption Gap:
• Highly scalable, server-to-server solution
• Transparent to end-users - no plug-ins or mobile
applications to install and manage
• Resolves many of the causes of lack of adoption or
decreased satisfaction by users who aren’t able to fully
leverage the Outlook Client Plug-in
In Summary
• Server-side installation - quick to deploy – no plug-ins to
install or update on any client machines or mobile devices
• Supports Dynamics CRM hosted or on premise
• Supports hosted or on-premise Exchange 2010, 2007, 2003
and GroupWise 7.0.3 and 8
• Supports ALL Exchange and GroupWise desktop, web and
mobile clients including Macs, BlackBerry, iPhone, …
• Provides Advanced Integration and Interoperability with
ConnectBar, AssignTo, SmartConvert, SmartNotes and
Recurring Appointments
• Riva Live: Cloud-based CRM integration – try it on-line at:
https://www.rivasync.com
Use our Contact Us link
to get more information
about Riva.
Thank you!
Aldo Zanoni
CEO and Managing Director
Omni Technology Solutions
780.423.4200 Ext. 232
www.omni-ts.com
Outlook, Entourage, Snow Leopard
and GroupWise
Client Screenshots
Mac Address Book
Mac Snow Leopard iCal
Mac Snow Leopard SmartConvert
Mac Entourage Opportunities Folder
Mac Entourage CRM Calendar
Mac Entourage Opportunities
Integrated CRM Dashboard View in GroupWise
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Contact Integration – Microsoft CRM
Riva Sync Policy Target
Riva Scheduling
Riva Address Books
Riva Calendar Settings
Riva Task Settings
Riva Other Settings
Riva SmartConvert Settings
Riva “Assign To” Settings
Riva Connection Option Settings