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IBM Connect 2014 Riva Case Study
IBM Connect 2014 Riva Case Study
Salesforce Integration
Customer Case Study
Art Altman, Director, New York Life Investments
Aldo Zanoni, CEO, Riva CRM Integration
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
predictive analytics
customer engagement
Enterprise
social media
integration
Gamification
CRM
Integrated
marketing automation
Platform integrations
(ERP, financials, HCM,
email systems, databases,
Force.com)
Differentiated
customer experiences
Intermediaries
Customers
Rep Service
Intermediaries
Key Accounts
Intermediaries
Customers
Customers
External Wholesalers Out in the field meeting with Reps in their territories
to educate them on our funds
10
Key Accounts
Rep Service
Intermediaries
Intermediaries
Customers
Customers
12
SOLUTION:
Riva syncs IBM Notes, IBM Notes Traveler and
Salesforce calendars bi-directionally.
13
14
Private appointment
15
SOLUTION:
With Riva, you can select which emails you want
to sync from IBM Notes to Salesforce.
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18
SOLUTION:
Riva syncs contact email addresses from CRM to
the IBM Notes contacts list.
19
CRM contacts
20
21
SOLUTION:
Riva is configured to sync automatically once
every 5 minutes.
22
23
24
25
311
12
2
26
27
28
Salesforce Professional
Salesforce Enterprise
Salesforce Unlimited
Salesforce Developer
Salesforce Force.com
Salesforce Portal
NetSuite CRM
29
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+
30
Exchange 2013
Exchange 2010
Exchange 2007
Exchange 2003
Exchange ActiveSync
BES for Exchange
Office 365
Exchange Online
Hosted Exchange
Exchange ActiveSync
BES for Exchange
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
31
Virtual desktops
(Citrix, Terminal Services)
32
33
800
10
20
34
200
80%
2008
Screenshots
Salesforce integration for
IBM Notes and Domino
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
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56
57
58
59
60
61
62
63
64
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