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
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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
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CRM trends in 2014: What’s coming…
Big data and
predictive analytics
Enterprise
social media
integration
Better integration of cross-channel
customer engagement
CRM
Custom mobile apps that
are more closely integrated
with business processes
Gamification
Mobile security
Integrated
marketing automation
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Platform integrations
(ERP, financials, HCM,
email systems, databases,
Force.com)
Differentiated
customer experiences
The critical role of integration in CRM success
 “It’s about the heterogeneous process—linking 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
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New York Life Investments
Customer Case Study
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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 sectors—retail, 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
Key Accounts
Intermediaries
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
Rep Service
Key Accounts
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
Salesforce
Salesforce
Salesforce
Salesforce
Salesforce
Professional
Enterprise
Unlimited
Developer
Force.com
Portal
NetSuite CRM
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Microsoft Dynamics
Microsoft Dynamics
Microsoft Dynamics
Microsoft Dynamics
CRM 2013
CRM 2011
CRM 4.0
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
Sugar
Sugar
Sugar
Sugar
Saleslogix
Saleslogix
Saleslogix
Saleslogix
GoldMine 2013
GoldMine 9.x
GoldMine 8.5+
Cloud
On-Premise 8.0+
On-Premise 7.0+
On-Premise 6.0+
CE
Professional
Corporate
Enterprise
Ultimate
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+
Novell GroupWise 7.3+
Novell Data Synchronizer
BES for GroupWise
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
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
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 Accounts
 Recurring events
 Custom fields*
 Contacts
 Phone calls
 Custom objects*
 Leads
 Tasks
 Custom categories*
 Person accounts
 Email
 Contact comments
 Opportunities
 Appointments
 Cases
 Meetings
 Contracts
* Custom configuration required
to sync these objects.
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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Acknowledgements and Disclaimers
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© Copyright IBM Corporation 2014. All rights reserved.
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product, or service names may be trademarks or service marks of others.
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