Driving Social Business from the Cloud with SugarCRM on IBM LotusLive
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Transcript of Driving Social Business from the Cloud with SugarCRM on IBM LotusLive
©2010 SugarCRM Inc. All rights reserved.
Driving Social Business from the Cloud with SugarCRM on IBM LotusLive
Chris Bucholtz, SugarCRMEditor in Chief, CRM Outsiders
Beverly DeWitt, IBM Program Director, LotusLive Partners
©2010 SugarCRM Inc. All rights reserved.
Driving Social Business from the Cloud with SugarCRM on IBM LotusLive
Chris Bucholtz, Editor in Chief, SugarCRM
©2010 SugarCRM Inc. All rights reserved. 3
Agenda
Introduction to the Cloud, Social Business, and Social CRM LotusLive OverviewSugarCRM and LotusLive IntegrationDemoQ&A
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Some brief definitions
The Cloud:A virtualized and distributed computing
environment and the software designed to take advantage of it.
Social Business: A business that has built a strategy around
leveraging social technologies and social media to maximize the relationships with all company stakeholders.
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©2010 SugarCRM Inc. All rights reserved.
Some definitions
Social CRMA philosophy and a business strategy, supported by
a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation.
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©2010 SugarCRM Inc. All rights reserved.
Driving Social Business from the Cloud with SugarCRM on IBM LotusLive
Beverly DeWitt, Program Director, IBM
Engaged Transparent Nimble
A Social Business embraces networks of people to create business value
A Social Business solves business problems faster, smarter -- by deepening client relationships, driving operational effectiveness and
optimizing their workforce
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Social Business Leads Cloud Adoption
Public cloud workload attractiveness for companies with 1,000+ employees
Source: IBM MAP Cloud Workload Adoption Survey, June/July 2009 , n: 731 , 9 countries: US, Canada ,UK, Germany, France, Italy, Japan, China & India,
Audio / Video / Web Conferencing
CRM / Sales Force Automation
WAN Capacity
Development Environment
Data Mining / Analytics
Test Environment Infrastructure
Transactional Databases
Currently Using Plan < 12 Months
6%
6%
7%
8%
14%
16%
18%
22%
6%
6%
11%
9%
5%
3%
4%
5%
...
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IBM is the Leader in Social BusinessIBM is innovating the Social Business space – IBM introduced Social Business to the enterprise in
2007 (Lotus Connections)“first-ever social software platform for business”†
– IBM enabled Social Business in the cloud in 2009 (LotusLive)
IBM is driving the revolution of Social Business– Driving New Markets and New Solution Spaces: Social
Commerce, Web Analytics, Employee Sentiment Analysis.
IBM delivers social business today - to customers globally - large and small, across diverse industries– IDC ranks IBM number one in worldwide market share
for social platform software for 2009 and 2010
† see http://www-03.ibm.com/press/us/en/pressrelease/20941.wss
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Files
Meetings Events
Chat
Survey FormsCharts
Communities
Activities
My Network
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LotusLive Portfolio of Offerings
LotusLive MeetingsA full-featured, easy to use Web conferencing service
LotusLive EventsProvides tools to create, manage and conduct large-scale webinars for up to 999 attendees
LotusLive EngageAn integrated set of tools for file sharing, web conferencing, instant messaging, social networking and communities
LotusLive ConnectionsIntegrates your business network with file sharing, instant messaging, social networking and communities.
LotusLive NotesFull-featured e-mail, calendaring, contact management and instant messaging – via a browser or Notes client from the IBM cloud
LotusLive iNotesEssential Web mail, calendar and contact management.
Starting at $7 user/month
Starting at $79 named host
Starting at $8 user/month
Starting at $5 user/month
Starting at $3 user/month
Starting at $6 user/month
Meetings Collaboration Messaging
LotusLive collaboration suite Starting at $10 per/user/month
Prices are USD
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Customer Service
Working with Clients
Operational Efficiency
Social Business on Cloud
• 700 translators collaborate with 200 clients by sharing documents in LotusLive for translation
• Helping 24 franchisees operate as one business -- one that is connected, informed, and cohesive
• Connecting product development with clients to transform customer service.
LotusLive CustomersSocial Business Solutions
Loan Processing• Applications returned
within 24-48 hours – compared to 7 – 10 days increases revenue and client satisfaction
Leveraging Existing Investments: An Extensible Open Integration Platform
Open Rest APIs and extension points make LotusLive a flexible SaaS platform ISV and customers can integrate LotusLive services in their own applications, surfacing the social experience Partner applications can be integrated into LotusLive Customers benefit from integrated collaborative business processes
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Infusion of social business capability in business processes
IntegratedCommerce
IntegratedSelling
IntegratedDoc Editing
IntegratedLogistics
IntegratedArchiving
IntegratedCommunications
IntegratedeSigning
IntegratedFile Viewer
LotusLive Value
Social: LotusLive leverages market leading social software technology. Extranet: LotusLive provides a secure extranet for working with customers and partners. Storage: LotusLive provides a minimum 5x more collaboration storage, with no artificially low file size limits.Partner: LotusLive offers integrated partner solutions with obvious and intuitive business value.Integrated: LotusLive provides a thoughtfully integrated set of rich, value-add services.
Free guest account: Invite guests and they get access to all collaborative services.Profile and contacts: Connect with colleagues, business partners, and customers and build project teams that span company firewalls.Communities: Create social sharing spaces to collaborate and innovate on new ideas.Activities: Create lightweight, ad-hoc project team rooms to effectively manage projects and tasks.
Key Differentiators Unique Features
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SugarCRM for LotusLive places social business capabilities into the hands of SugarCRM users
LotusLive is a social business platform that delivers cloud-based collaboration tools and social networking services
Sales, marketing, and support professionals can engage with their prospects and customers more efficiently, resulting in shortened sales cycles and increased customer satisfaction and loyalty
Special Offer / Price Point• SugarCRM customers can receive a no-charge
subscription to LotusLive Engage• LotusLive customers can receive three months
free with a 12 month SugarCRM subscription
Advantage• Open collaboration among employees and with
external parties such as customers and partners
• Clients looking to increase customer retention, attract new customers and maintain competitive advantage
Target Market
+
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SugarCRM for LotusLive Demo
Jennifer Yim, Sr. Product Manager, SugarCRM
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SugarCRM for LotusLive – Feature Overview
Access LotusLive without ever leaving Sugar!
LotusLive MeetingsHost (create and start) LotusLive meetingsJoin LotusLive meetingsHold meetings including both Sugar users and other people
LotusLive FilesShare and collaborate on files with both Sugar users and other people through LotusLiveUpload files to LotusLiveAccess LotusLive
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Lotus Notes
Lotus Domino
Cognos
CastIron
Other SugarCRM-IBM Software Integrations & Supported Technologies
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Q&A
Social Business Summary
Work more closely with your customers by using LotusLive and SugarCRM together
•Increase customer retention and maintain customer advantage
•Intuitively pool collective intelligence
•Foster innovation that outpaces your competition
Get Social. Do B us ines s .