Force.com integration-book-2009

1

Connecting with the Cloud

Connecting to the cloud has become a strategic advantage for IT departments of all sizes,

industries, and geographies. Tens of thousands of customers integrate salesforce.com with

hundreds of different enterprise applications and cloud services every day. The cloud makes

integration faster, easier, and less risky than ever before.

Integration transactions now represent more than half of all the traffic salesforce.com

supports each day. Whether customers are unlocking the data stored in their ERP systems

or creating next-generation mashups for tracking hurricanes, integrating salesforce.com

delivers impressive business results by helping companies focus on integrating their

business processes, not their software.

As the cloud-computing leader, we applaud these customers, and the thousands of others

who have chosen to integrate with salesforce.com and make the Force.com platform a

strategic part of their enterprise environments.

For more information, please visit: www.salesforce.com/platform/integration

2

“The fact that the Force.com Web services API was so clean and intuitive made the Oracle-Salesforce integration painless.”Joe Graves, IT Director, Stratus Technologies

“Salesforce can integrate seamlessly with our SAP back office and scale to multiple time zones, geographies, and currencies.”Toby Fox, Assistant Vice President, KONE

“We needed CRM that could integrate with Oracle and other applications. Salesforce was the only CRM that could be immediately deployed with full integration capabilities to match our future requirements.”David Bergstrom, Director Business Development, Yamaha Corporation of America

Integration Makes Up More Than Half of all Real-Time Cloud Traffic

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Adesa . . . . . . . . . . . . . . . . . . . . . . . . . . 62American Home Shield . . . . . . . . . 63AmericsourceBergen . . . . . . . . . . . 64Analog Devices. . . . . . . . . . . . . . . . . 65Ashland . . . . . . . . . . . . . . . . . . . . . . . . 66Awana . . . . . . . . . . . . . . . . . . . . . . . . . 67A.W. Hastings. . . . . . . . . . . . . . . . . . . 68Bersin and Associates . . . . . . . . . . . 69Boundless Network. . . . . . . . . . . . . 70BP Solar . . . . . . . . . . . . . . . . . . . . . . . . 71Bracco . . . . . . . . . . . . . . . . . . . . . . . . . 72Brocade . . . . . . . . . . . . . . . . . . . . . . . . 73Campus Fundraiser . . . . . . . . . . . . . 74Chevy Chase Bank . . . . . . . . . . . . . . 75Configuresoft . . . . . . . . . . . . . . . . . . 76Crushpad . . . . . . . . . . . . . . . . . . . . . . 77Dermalogica . . . . . . . . . . . . . . . . . . . 78Deutsche Bank . . . . . . . . . . . . . . . . . 79Dolby . . . . . . . . . . . . . . . . . . . . . . . . . . 80Dow Jones . . . . . . . . . . . . . . . . . . . . . 81Ellie Mae . . . . . . . . . . . . . . . . . . . . . . . 82EnerNOC . . . . . . . . . . . . . . . . . . . . . . . 83Esker . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Florida Family Insurance . . . . . . . . 85Fox Interactive Media . . . . . . . . . . . 86

GFT . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87GoAupair. . . . . . . . . . . . . . . . . . . . . . . 88Green River College. . . . . . . . . . . . . 89Grizzard . . . . . . . . . . . . . . . . . . . . . . . . 90Honeywell . . . . . . . . . . . . . . . . . . . . . 91Intrep . . . . . . . . . . . . . . . . . . . . . . . . . . 92Karl Strauss Brewing Company . . 93KONE . . . . . . . . . . . . . . . . . . . . . . . . . . 94Monster . . . . . . . . . . . . . . . . . . . . . . . . 95Northeastern University . . . . . . . . 96Sanofi Pasteur MSD. . . . . . . . . . . . . 97Siemens. . . . . . . . . . . . . . . . . . . . . . . . 98TacitLogic . . . . . . . . . . . . . . . . . . . . . . 99TransUnion. . . . . . . . . . . . . . . . . . . . 100Yamaha Corporation of America . . 101Zimmer Holdings. . . . . . . . . . . . . . 102

BDB Payroll Service . . . . . . . . . . . . . . 8Brady . . . . . . . . . . . . . . . . . . . . . . . . . . 10Comcast-Spectacor . . . . . . . . . . . . 12ESRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14FICO . . . . . . . . . . . . . . . . . . . . . . . . . . . 16IKUSI . . . . . . . . . . . . . . . . . . . . . . . . . . . 18NetQoS . . . . . . . . . . . . . . . . . . . . . . . . 20Purolator . . . . . . . . . . . . . . . . . . . . . . . 22Schumacher Group . . . . . . . . . . . . . 24Thomson Reuters. . . . . . . . . . . . . . . 26

PRESENTATION LAYER (Mashups)

Synchronous Integration Asynchronous Integration

DATA LAYER (Replication)

LOgIc LAYER (Real-time)

Advent . . . . . . . . . . . . . . . . . . . . . . . . . 30Atlanta Dental. . . . . . . . . . . . . . . . . . 31Author Solutions . . . . . . . . . . . . . . . 32Bank of Cyprus Group . . . . . . . . . . 34Blum Capital . . . . . . . . . . . . . . . . . . . 35British Standards Institution . . . . 36BuyTheCase.net . . . . . . . . . . . . . . . . 37Cinterion . . . . . . . . . . . . . . . . . . . . . . . 38Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . 39CNS Response . . . . . . . . . . . . . . . . . . 40FIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Heald College . . . . . . . . . . . . . . . . . . 44IndigoVision. . . . . . . . . . . . . . . . . . . . 45Japan Post Network . . . . . . . . . . . . 46Lenox . . . . . . . . . . . . . . . . . . . . . . . . . . 47Magma Design Automation. . . . . 48Network Solutions. . . . . . . . . . . . . . 49Pac-Van . . . . . . . . . . . . . . . . . . . . . . . . 50Qualcomm . . . . . . . . . . . . . . . . . . . . . 51RJF International Corporation . . . 52Siemens. . . . . . . . . . . . . . . . . . . . . . . . 54Stratus Technologies. . . . . . . . . . . . 55Synarc . . . . . . . . . . . . . . . . . . . . . . . . . 56Tecan . . . . . . . . . . . . . . . . . . . . . . . . . . 58TIBCO Software Inc.. . . . . . . . . . . . . 59

Table of Contents

Presentation Layer Integration 7

(Mashups)

PRESENTATIO

N LAYER IN

TEgRATIO

N

CHALLENGES SOLUTION RESULTS8

BD

B

•Alert field reps before customers terminate their contracts to improve customer retention and preserve revenues

•Integrate shipping data directly into salesforce.com user interface

•Save on time and costs associated with manually tracking payroll deliveries via FedEx

•Ensure salesforce.com data is continuously up to date

•Synchronized back-end payroll system data with salesforce.com

•Leveraged back-end application data within salesforce.com to:

– Build custom alerts based on customer termination dates

– Use FedEx and Google mashups

•One person integrated a homegrown FoxPro payroll system with salesforce.com in 2 working days

•Eliminated the costs of re-keying data into salesforce.com

•Increased the reliability and timeliness of data in salesforce.com

•Unlocked the value of the Force.com platform by using alerts plus FedEx and Google mashups

Payroll and Shipping Integration Delivers Higher Customer Retention

BDB Payroll Service

Industry:Business Services

Highlights:FedEx and Google mashupsIntegrated real-time alertsRapid implementation

Approved through Informatica

Microsoft FoxPro CustomPayroll System

Company twoCompany one


9

BDB

BD

B

FedEx Mashup

Shipping Detail


•A $1.36 billion manufacturer of MRO and OEM products with operations in 26 countries and 9,000 employees worldwide

•Self-described SAP shop needed a more agile and usable CRM solution

•Wanted a 360-degree view of customers for both the sales and service departments

•Needed real-time integration with SAP for orders

•Also wanted integration to SAP NetWeaver

•Needed simple, integrated single sign-on (SSO) from the existing Lotus Domino portal

•Developed a bidirectional sales dashboard for sales and service to access all the customer information they need

•Integration includes customers, products, quotes, orders, and credit status

•Integration is a mix of mashups, real-time integration, data, and directory integration

•Integration project took only half the time and resources expected

•IT credits salesforce.com’s architecture and tools with the unusually easy integration effort

•Most of the project was done by a single, part-time programmer

•Deploying the next wave of applications now, including a volunteer registration application adapted from the AppExchange

BR

AD

Y

Brady

Industry:Manufacturing

Highlights:Mashup, logic, and data integrationsQuote-to-order integrationRapid implementation

Real-Time SAP Integration and Mashups in Less Than 10 Weeks

IBM Lotus Domino

SAP

Microsoft Active Directory

IBM WebSphere ESB SAP NetWeaver

11

Brady

BR

AD

Y

SSO

SAP ID XRef

Custom Volunteer App

SAP Mashup

SAP Status


Comcast-Spectacor

Industry:Communications & Media

Highlights:Prepackaged solutionSocial media integration

•Leader in sports and entertainment wanted to create more innovative and immersive sales and renewals programs

•Needed to gather detailed profiles and purchase histories to tailor offers and keep customers engaged

•Wanted to better connect with customers in social communities like Twitter

•Management wanted a solution that could be deployed and maintained with minimal resources

•Ticketing system integration brings together purchase and customer data

•Records customer communications as diverse as broken cup holders or additional tickets; workflows help resolve issues quickly

•Integration with Eloqua helps track, manage, and measure campaign responses, monitor Web site visits, and react to leads generated online quickly and efficiently

•Integration with Microsoft Outlook documents customer communications

•Integration with Twitter to search, monitor, and join conversations taking place on Twitter directly in the Service Cloud

•Fan engagement programs are driving increased sales and renewals

•Flyers and 76ers season ticket accounts are tracked with more critical data, helping the company maximize renewals

•More detailed profile and purchase information produces better customer service and more innovative and effective lead targeting

•Central customer database has almost eliminated the need to purchase lead lists; reps can focus on the accounts and leads already in Salesforce CRM

Twitter Integration Drives Service With Better Segmentation

COM

CA

ST-S

PEC

TACO

R

Company twoCompany oneCompany two

Company one

Legacy Ticketing

13

TwITTER Ex

AM

PLE

Twitter mashup example

Twitter Feeds

Twitter Dashboard


ESRI

Industry:High-Tech Software & Services

Highlights:360º customer viewDecreased service costsReal-time and bidirectionalintegration

•Improve service and support for global base of 2+ million customers

•Integrate SAP ERP with a blend of presentation layer and data layer integration

•Create a single, comprehensive view of customer information, including sales activity, order fulfillment, and support incidents

•Decrease the time required to answer routine customer questions

•Real-time access to key back-office data via CRM screens

•Selected Cast Iron for real-time, bidirectional integration between salesforce.com and SAP ERP

•Simple “configuration, not coding” approach

•Provided a platform for 32 integration projects

•Eliminated custom code

•Created SAP mashup where CRM users can see real-time information from SAP without moving the data into the salesforce.com database

•Improved customer service•Increased sales visibility and

productivity

SAP Integration Increases Satisfaction Rates for 2+ Million Customers

ESRI

SAP

Approved through Cast Iron

15

ESRI

ESRI

Contract Detail Mashup

Order Detail Mashup

SAP Mashup


FICO


Highlights:Cloud services integrationNew collaboration channelSingle sign-on

•Collaborate directly with customers to identify, understand, and address their biggest business challenges

•Create an online system that could be deployed quickly and would integrate easily with other applications and cloud-based services

•Increase the frequency of user group meetings from twice per year without increasing costs or imposing further on customers’ time

•Launched the Decision Management Tools Community in just 8 weeks

•Integrated Force.com with Lithium community forums, Six Apart’s TypePad blog hosting, Eloqua demand-generation tools, and software trials managed by Intraware

•Installed tools from the AppExchange, including Clicktools for fully integrated customer surveys

•Integration with Eloqua captures and develops leads and manages multichannel campaigns directly from within Salesforce CRM

•The Decision Management Tools Community now has several thousand members, making it the largest online community of its type in the industry

•Integrated, single sign-on community provides a compelling experience that drives customer loyalty

•Integration between the online community and Salesforce CRM marketing functionality helps capture leads and increase sales

FICO

Sites-Based Integration Powers Innovative Online CommunityCompany twoCompany one



Six Apart Blog Hosting

Lithium

17

FICO

FICO

Blog Mashup

Ideas Integration

Product Downloads


•Shift company applications to the cloud•Integrate with legacy Baan application

for all customer-related information•Have a single source for complete

information about customers•Display information in an a format that’s

easy to understand and use •Create a single source for meaningful

business intelligence and reporting

•Provided a true 360-degree view of customers

•Created a mashup that displays key ERP data within the salesforce.com UI

•Integration eliminates data duplication issues and ensures the entire organization is using the same data

•X Ref info is maintained in salesforce.com and the ERP system to ensure data integrity

•Deployed in less than 3 months•Integration creates a single place where

users can access all information•Significantly improved data quality •Customized user interfaces with

mashup increases productivity and user adoption

•Added functionality for ERP-generated information using rules and workflow

IKUSI

Industry:High-Tech Hardware

Highlights:Enhanced reportingMultiple endpointsReal-time integration

IKU

SI

Baan Integration Delivers Business Results With Higher-Quality Data

X-Ref System

Reporting System

Baan

19

IKU

SI

Order Detail

Baan Mashup

IKUSI


NetQoS


Highlights:FedEx and UPS mashupsMultiple endpoints Order management integrationReal-time integration

•Choose a platform to integrate commissions, contracts, evaluations, and more

•Create a solution for quotes using data currently in Excel and ACT!

•Meet project requirements for rapid time to value, ease of integration, and the ability to build additional functionality

•Built an evaluation management tool to track shipping, product distribution, and retrievals

•Mashups take users directly to FedEx and UPS sites for shipment tracking

•Custom quoting tool automates printing and customizations of quotes

•Maintenance renewal app tracks maintenance renewals and interactions related to servicing appliances

•Apps downloaded from the AppExchange handle commissions and contract management

•Chose Force.com over .NET and J2EE for rapid development, innovation, and cloud-computing model

•Lets salespeople submit more than 50 customer quotes per week

•Supports company’s 40–50 percent annual growth

•Increased revenues 44 percent by using Salesforce CRM

NET

QO

S

Integrated Shipping, Distribution, and Orders Drive Growth and Success

Legacy ERPCompany twoCompany one



21

NETQ

OS

Shipping Mashup

NetQoS


Purolator


Highlights:Rapid implementationSAP integration

•Help Canada’s largest courier service process its claims

•Design a solution that eliminates the manual sharing of information

•Replace the legacy DOS-based app written in FoxPro

•Address the lack of vendor support for legacy software and hardware platforms

•Integrate with SAP ERP

•Chose Force.com over .NET and SAP•Built an application that integrates a

complex claims management process across multiple endpoints

•Custom objects include Claims, Tracking Pins, Districts, and Client Workbook

•Workflows enforce processes, assign tasks, and send emails to clients

•Approvals put claims through a multistep process based on amount

•Dashboards track open claims, claims by status, trending, fraud, and losses

•Application went live in only 10 weeks with one developer

•No infrastructure investment•Strong user adoption resulted in better-

quality data, faster claims processing, and a paperless process

•Greatly reduced manual processes through integration with SAP customer master

PURO

LATO

R

SAP Integration for Claim Processing App

SAP

Legacy

ESB

23

PURO

LATOR

Shipping Mashup

Purolator


Schumacher Group

Industry:Health & Life Sciences

Highlights:HIPPA compliance Hurricane tracking mashupsMultiple endpoints

•Needed a platform to help maintain high 30 percent annual growth

•Meet stringent Health Insurance Portability and Accountability Act (HIPAA) requirements

•Find a solution that could be deployed quickly, customized to fit the business, and integrated with existing systems

•Deploy a platform that would provide integration with legacy on-premises applications including PeopleSoft and cloud-based services such as Google

•Deployed salesforce.com solutions to all employees

•Built multiple custom applications on Force.com and installed multiple tools from the AppExchange

•Using the Cast Iron Appliance, integrated with PeopleSoft system to ensure physicians are paid correctly

•Integrated with Tangiers Physician Scheduling system to match physician schedules to the actual number of hours worked

•Integrated with Google Maps and National Weather Service to create real-time hurricane tracking mashup

•Provided mobile access via BlackBerry devices

•Reports are easy to generate and let executives quickly identify problem areas

•With Force.com, users can easily write and deploy applications to meet continued growth

•Significantly improved data quality•Company is aggressively moving IT into

the cloud to manage rapid growth

SCH

UM

ACH

ER g

ROU

P

Integrated Cloud Architecture Delivers 30 Percent Annual Growth

Legacy


Tangiers Physician Data


National Weather Service


SSO

25

SCHU

MA

CHER g

ROU

P

Schumacher Group

National Weather Service

Tangiers Physicians Data

Multi-Source Mashup


Thomson Reuters


Highlights:Multiple endpoints.NET integrationSSO authentication

•After Thomson and Reuters merged, the new company needed to consolidate multiple products, customer records, and systems

•Create a 360-degree view of customers •Increase sales productivity and

adoption by providing all critical information and processes from a single source

•Manage customers and customer-facing processes across multiple applications, geographies, and departments

•Rapid integration with legacy environment with minimal synch complexity

•Deployed salesforce.com with integration and mashup with legacy Siebel systems

•Allowed reps to access and view service requests from Siebel within the salesforce.com UI

•Built integration with existing .NET-based customer portal that uses single sign-on authentication

•Created two custom portal applications designed to gather customer information for all users

•Force.com provided an environment where users can easily view and manage all customer data in one place

•Mashups provide a faster and easier way to display legacy data to sales reps

•The Force.com API simplified integration across multiple systems, permitting a strategy with two CRM applications

•Direct single sign-on access for the install base, with about 60,000 external users

•Implementation by salesforce.com partner Appirio

THO

MSO

N R

EUTE

RS

Siebel Integration Streamlines Customer Service

ESB Oracle Fusion

.NET


SiebelSSO

27

THO

MSO

N REU

TERS

Siebel Integration

Thomson Reuters

Logic Layer Integration 29

(Real-time)

Log

ic Layer integ

ration


•Streamline business architecture and global business processes

•Build an easy-to-use, self-service Web site for customers

•Replace a 10-year-old legacy system that was rigid and difficult to adapt to business processes

•Identify a proven cloud-computing solution that leveraged the time and cost advantages of the cloud model

•New solution needed to work seamlessly with existing technology and systems

•Bidirectional integration with Advent’s Oracle and Intraware systems makes it easy to get pricing and customer entitlement information

•Integrated with core IT systems, including a unified customer hub

•Can deploy unlimited standard and custom apps to marketing, professional services, customer support, IT, finance, and executive management employees around the world

•A custom application links Salesforce CRM and Advent’s Web site to provide information on bugs, fixes, and functionality; email-to-case functionality helps customers get fast answers to questions

•Central data repository helps sales and customer service better understand customers and provides global visibility across all departments

•Fast access to key business metrics and increased visibility across the entire company drive better business oversight and decision-making

•After meeting initial business case goals, IT is looking for ways to expand into the cloud

•Salesforce.com provides a lower-cost option for building and deploying apps to all employees

Advent


Highlights:BPEL Process Manager integrationOracle EBS integrationReal-time integration

ad

ven

t

Oracle BPM Integration for Order Management and Global Visibility

Legacy

Oracle EBSLegacy CRM

Onyx

Customer Hub

ConfigurationsSSO

Fusion Middleware/ BPEL Process Manager

CHALLENGES SOLUTION RESULTS 31

•Integrate existing Breeze order entry system with salesforce.com, which is used to manage pipeline

•Work more strategically in the sales process instead of focusing on order entry

•Replace a manual data-entry solution that didn’t scale

•Orders are integrated with salesforce.com

•Orders are no longer entered into both Breeze and salesforce.com

•Implemented Informatica within 1 week, with only one call into tech support

•Data is now “trusted” in both systems; reports and dashboards are accurate

•Saved time because there was no need to enter and audit the data

Atlanta Dental


Highlights:Pipeline integrationRapid implementation

Order Entry Integration Eliminates Manual Process

atLan

ta d

enta

L

Breeze Order Entry

System



•Integrate the self-publishing process for authors and publishers

•Integrate disparate back- and front-office systems to automate processes and increase visibility into business metrics

•Created a custom application for the publishing industry in less than 6 months

•Integrated the entire workflow from editorial and cover design to marketing and distribution

•Integration with existing on-premises systems and external, third-party services created a complete solution with built-in publishing rules, production workflow, file management, e-commerce, and relationship management

•Migrated more than 40,000 International Standard Book Numbers (ISBNs) and approximately 2,000 in-flight projects to the new operating environment

•Radically improved the process for producing high-quality books at greatly reduced costs

•Cloud-based solution delivers more functionality in less time and at a fraction of the cost of a custom-built .NET system

•Open interfaces allow easier integration among different internal systems and third-party services

Author Solutions


Highlights:Multiple endpoints.NET integrationWeb site integration

Microsoft Integration Powers Industry-Changing Publishing Application

au

tho

r so

Luti

on

s

Legacy

eCommerce App

Customer Web Site

33

Author Solutions

au

tho

r soLu

tion

s

eCommerce Web Site

Force.com Project Mgt. App


Bank of Cyprus Group

Industry:Financial Services

Highlights:MQ Series integrationMultiple endpointsRapid implementation

•Improve bond sales process•Synchronize salesforce.com and Misys

Equation back-office banking system on IBM iSeries platform

•Increase staff productivity•Automate repetitive tasks •Free sales staff to focus on sales•Eliminate double entry and duplicate

work •Ensure better data integrity

•Selected Magic Software’s iBOLT Business Integration Suite:

– Code-free and hardware-free solution

– Graphical, wizards-based tools

– Ready-made, business-oriented, configurable components

•Created real-time, automated workflows

•Fully implemented desired business processes

•Completed project in just 6 days•Enhanced customer service•Eliminated human errors•No more duplicate data entry•Real-time and asynchronous update

of salesforce.com data to back-office systems

•Sales staff can dedicate more time to bond sales

•Better workflow efficiency

Back-Office Integration Increases Staff Productivity and Reduces Errors

Ba

nk

of

cyp

rus

gro

up

Bank of Cyprus

Misys

MQ Series

Approved through Magic Software


Blum Capital


Highlights:Cloud services integrationReal-time integration

•Increase productivity by giving access to customer financial data previously locked in on-premises financial applications

•Provide a low-cost method of updating salesforce.com with both real-time data feeds from the Web and data feeds from local applications

•Establish an infrastructure to support ongoing integration needs

•Implemented Informatica to update real-time data from Reuters into salesforce.com

• Integrate nightly data from Advent Axys portfolio accounting system with salesforce.com

•Implemented the solution within 1 month

•Increased employee productivity by reducing double entry of customer data into salesforce.com

•Increased data fidelity through implementation of common data processing rules

BLu

m c

apita

L

Portfolio Accounting System Integration Boosts Employee Productivity

Advent Axys Portfolio Accounting System




British Standards Institution

British Standards Institution


Highlights:Credit check integrationQuote-to-order integrationReal-time integration

•Automate time-consuming, resource-intensive manual processes

•Automate credit check request process from salesforce.com users to finance via business process management (BPM) system

•Automate quote process•Manage and maintain solution with

existing salesforce.com admin staff

•Selected Pervasive Data Integrator with on-site customized training for internal IT staff

•Updated salesforce.com with account information stored in SAP, which is the system of record

•Leveraged the platform to enable future integration projects with SAP

•Leveraged salesforce.com self-service attributes while extending the value of the existing SAP investment

•Automated quote processing with the Open Text BPM workflow platform

•Salesforce.com is now a more integral part of customer relationship activities

•Real-time synchronization of accounts, contacts, leads, opportunities, and campaigns from SAP to salesforce.com

•Automated quote-to-opportunity process with BPM and salesforce.com

•Provide on-demand credit requests from sales to finance department

•Easily manage solution with internal IT staff

Brit

ish

sta

nd

ard

s in

stit

uti

on

SAP and BPM Integration Improve Customer Service and Efficiency

SAP

Open Text-BPM Workflow System

Approved through Pervasive


•Most customer service activities were tracked in Excel worksheets

•Transfer basic transactional data from e-commerce Web site (MySQL database) to salesforce.com without manual intervention

•Required a real-time integration solution to populate salesforce.com with customer account data for customer service representatives

•Selected Boomi AtomSphere for cloud integration

•Data from salesforce.com is automatically synchronized with a custom MySQL database

•Salesforce.com customizations were easily configured into the integration processes

•Integrated applications entirely in the cloud

•Future plans include integrating financial application with MySQL database

•Connected salesforce.com and custom MySQL database in only 50 hours

•Fully automated the integration process between e-commerce Web site and salesforce.com, eliminating painful manual processes and error-prone spreadsheets

•Integration let customer service reps provide responses to inquiries with up-to-date information

•Automated formerly manual processes let the company meet customer needs, increase productivity, and reduce data errors without enlisting additional resources

•Plans to integrate additional data objects between salesforce.com and customized on-premises database

BuyTheCase.net


Highlights:eCommerce Web site integrationImproved data quality

MySQL Integration Powers eCommerce Site, Reduces Human Errors

Bu

yth

eca

se.net

Custom MySQL Database

Approved through Boomi


Cinterion


Highlights:Complex SAP integrationNative Force.com middlewareRapid implementation

•Disconnected customer-facing and back-office processes, resulting in process inflexibility and inefficiency

•Data inconsistencies across SAP back office and front-office systems

•No visibility into demand chain

•Selected On Demand Business Group’s Force.com-based Cloud Integration Manager

•Adaptable integration process content orchestrates cross-functional processes spanning SAP Business Applications (Financials, Distribution, Supply Chain), Right90, and salesforce.com

•New cloud-computing-driven integration architecture leverages Web services communication

•Integration solution built natively on the Force.com platform

•Deployed nationwide in 30 days, with limited IT involvement

•Achieved 100 percent user adoption in just 3 months

•Up-to-the-minute reports; job orders available from any location

•Integrated processes increase visibility and productivity

•Improved collaboration and increased executive involvement on key issues

Native Force.com-SAP Integration Coordinates Cross-Functional Processes

cin

teri

on


R

SAP

Approved through On Demand Business Group


•Deploy a world-class CRM system to centralize data and enhance sales and account planning on a global scale

•Support multilingual and multicurrency requirements for a company with locations spanning seven continents

•Because partners play a role in the company’s sales structure, preintegrated partner collaboration capabilities were key

•Deployed to 15,000 users from Indiana to India and Dubai to Dublin

•Bidirectional integration between Siebel forecasting and Salesforce CRM using single sign-on creates a transparent experience

•Additional integration with Siebel territory hierarchy and Microsoft Outlook

•Cisco uses part of Salesforce CRM’s partner portal for lead and opportunity collaboration

•Integration with a lead-routing tool automates the process through Salesforce CRM

•Centralized information management maintains control over data in an environment where reps can be transitory

•Through extensive integrations, Cisco will eventually phase out superfluous tools

•Partner relationship management boosts productivity by extending leads to partners and tracking conversions to opportunities

•Salesforce CRM and Force.com provide a foundation to expand capabilities as business needs and processes evolve

Cisco


Highlights:Customer hub integrationMultiple endpointsSOA strategy

cisco

Siebel Integration Centralizes Information for 15,000 Users

Legacy

Siebel

Customer Master


WebEx Fativa

My Call Manager


•Identify a secure, scalable, reliable platform to integrate and share data between custom data systems and partner physicians, technicians, and neurologists

•Organize workflows; capture and store patient data, including medications and technician visits

•Present results in an easy-to-use format for physicians and patients

•Built a custom production application to gather data and suggest treatment

•Linked a custom technician’s portal built on .NET to Force.com for secure access to testing schedules and data upload

•A SQL database stores proprietary Referenced-EEG® (rEEG®) data, which is accessed via the Force.com API

•Developed workflows to move information between physicians, technicians, and neurologists

•Store information in one centralized location using a combination of Force.com code (Apex), Force.com pages (Visualforce), .NET, and HTML

•Built a complete production system and moved processes onto Force.com in 4 months

•Cost only 25 percent of what it would have cost to build using .NET or Java

•Reduced test processing time from 3 days to 24 hours

•Future plans include call center and QuickBooks integration

CNS Response

Industry:Pharmaceuticals & Life Sciences

Highlights:Multiple endpoints Portal integrationRapid integration

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.NET Integration Enables Healthcare Treatment Management App

SQL Database

.NET Technicians PortalLegacy

41

CNS Response

cns respo

nse

.NET Integrations


•Update self-described antiquated sales process

•Improve visibility into customer data stored in disparate systems such as ACT! and Pivota

•Improve manual spreadsheet-based forecasting process, which was time-consuming and inaccurate

•Integrate critical manufacturing and order data locked in a business process management (BPM) system

•Built applications to manage contracts and legal documents

•Integrated CRM and BPM systems, giving remote sales users and management real-time views of each order’s manufacturing status

•Integrated with on-premises IP telephony system; to place a call to a contact or lead, users simply click a Web integration link to either Dial Phone or Dial Mobile with the company’s BPM systems

•Integrated with Eloqua and Sant

•Access to up-to-the-minute sales reports, job orders, and detailed customer status reports from any location

•With integration across systems, users are more productive and can better manage lead follow-up and channel opportunities end to end

•The integrated system improved collaboration and increased executive involvement on key deals

FIOS


Highlights:eCommerce integrationHR and finance integrationMultiple endpoints

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BPM Integration Delivers Visibility


eCommerce app

Legacy

BPM Platform

43

FIOS

fios

Quote Management Process Integration


•Integrate the inquiry-generation process to boost student admissions

•Needed to easily integrate with a PeopleSoft system to link marketing, inquiries, and enrollments

•Lack of visibility into the process due to 11 separate locations

•Reduce the time from when someone clicks on a Web form and when Heald contacts him or her because it correlates directly with enrollment success

•Provide visibility into real-time information

•Deployed solution with integration to Microsoft Outlook and PeopleSoft

•All up-front inquiry generation via vendors, direct mail, and the Web site are integrated into Salesforce CRM; auto-response emails are then automatically delivered according to workflow rules

•Bidirectional integration with PeopleSoft for student enrollment: users simply click a link in Salesforce CRM; mashups validate the information, which is then matriculated in PeopleSoft

•Real-time and nightly synchronizations ensure information is updated in both systems

•100 percent visibility into the marketing and enrollment process drives understanding of the number of touch points needed to attract and enroll new students

•Can now centrally and quickly confirm the effectiveness of marketing dollars at 11 campuses

•Improved customer outreach and enrollment rates by accelerating inquiry response times

Heald College

Industry:Education

Highlights:Lead capture integrationOracle Fusion BPEL Manager

PeopleSoft Integration Speeds Student Enrollment Success

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Ld c

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PeopleSoft

Oracle Fusion BPEL Process Manager


IndigoVision


Highlights:Enhanced visibilityIncreased data quality

•Eliminate duplicate data entry and manual processes

•Give sales team visibility into data anywhere, anytime

•Improve credit control•Link salesforce.com and Access

Dimensions to harmonize data

•Selected Cast Iron for integration to provide:

– Real-time account updates between salesforce.com and Access Dimensions

– Credit limit and payment terms

– “Stop supply” status

– Batch update of opportunities with sales order information


•Completed integration in 10 days•Increased sales and finance

productivity by 25 percent •Improved user adoption•Improved data quality in salesforce.com•Automated updates for products,

pricing, and shipping•Created one-stop reporting tool

for sales

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igo

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Insurance Claims Integration Enables Cross-Enterprise Workflow

Access Dimensions



•Create an exclusive system for the newly established Japan Post Service Company that integrates the systems of the three existing companies

•Consolidate paper-based customer data and feedback from Japan Post’s branch offices at headquarters for systems development

•Issue timely reports to all group companies

•Comply with government regulations and compile a database of personal information usage agreements with customers

•Built retail banking compliance and customer inquiry management applications on Force.com

•Deployed rapidly, leveraging a rock-solid data center and security

•The interface and tabs can be easily customized, even after deployment

•Users can access the app from any of 24,000 offices

•Management has real-time visibility into business processes using dashboards and reports

•Force.com implementation has grown to 65,000 users

•Obtained and confirmed personal information usage agreements with customers nationwide

•Gained development productivity, flexibility, and the ability to change things easily

•Plans to build cloud-computing applications to handle everything—except core systems and detailed analytics—for all corporate and regional offices

Japan Post Network


Highlights:Enterprise mashupsIncreased visibilityMassive data volumes

Integration of Legacy Systems Powers Revolutionary Compliance App

japa

n p

ost

Legacy Insurance

Legacy Banking

Legacy Database


Lenox

Industry:Distribution & Retail

Highlights:360º customer viewGlobal integration

•Meet multiple integration needs for globally distributed sales teams, including customer contact information and customer discount programs

•Replace a current synchronization process that was manual, time-consuming, and error prone

•Selected the Cast Iron Integration Appliance for its “no coding” approach

•Integrated with an Oracle database to send customer contact and customer discount program information to salesforce.com


•Increased productivity of sales teams by eliminating time-consuming, manual data-entry process

•Automatically share customer information across globally distributed teams

•Improved accuracy of data provided to field sales

Leno

x

Oracle Customer Master Integration Eliminates Manual Process

Oracle Database



•Needed a simple platform to integrate purchase requisitions and sales orders from SAP with salesforce.com

•Provide visibility into customer software downloads for manufacturing

•Automate support with streamlined processes for escalations on delays

•Rejected custom code as unscalable

•Deployed the Cast Iron Integration Appliance to provide out-of-the-box connectivity between SAP and salesforce.com

•Avoided the need for middleware programming

•Provided real-time integration between the following applications:

– Purchase requisitions to SAP

– Sales orders to SAP

– Escalations to customers on release delays

– Automatic download of new software builds

•Delivered integration in 16 days•No coding needed to complete project•Costs were 10 times lower than those of

the closest competitor•Standards-based, scalable platform

Magma Design Automation


Highlights:Multiple endpointsPurchase requisition integrationRapid implementation

ma

gm

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SAP Integration Delivers Customer Master and Sales Order Visibility

SAP

Macrovision Intraware



Network Solutions


Highlights:Data warehouse integrationMultiple endpoints

•Deploy a new direct, consultative sales channel

•Let sales reps retrieve customer and lead intelligence data to improve sales calls

•Provide assurance to the sales staff that deal closures, bookings, and commissions are valid and that sales are completed

•Validate and synchronize order data from order management systems with salesforce.com

•Load data from multiple sales and marketing channels into salesforce.com

•Synchronize all lead activity in salesforce.com with the data warehouse

•New sales staff of approximately 175 now has access to customer and prospect intelligence on leads and opportunities across all channels

•Reduced the cycle time from deal closure to validation and booking by 80 percent

Oracle ERP Integration Reduces Deal Closure Time by 80 Percent

netw

ork

soLu

tion

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Teradata

Oracle EBS

Email Marketing Vendor



•Needed to automate the business process of converting opportunities in salesforce.com to orders in Microsoft Dynamics Navision (NAV)

•Synchronize account and shipping information in both systems

•Orders are delivered to Microsoft Dynamics NAV

•Synchronized order management system and CRM solution

•Salesforce.com is now integrated into key business processes

•Data is accurate and thus trusted in both systems

Pac-Van


Highlights:Dynamics integrationQuote-to-order integration

pac-

van

Microsoft Integration Delivers End-to-End Order Management Process

Microsoft Dynamics Navision



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Portal Integration Drives Customer Service Success

Qualcomm


Highlights:Enhanced enterprise visibility Multiple endpoints

•Quickly roll out a new CRM solution for greater user adoption and data unity

•Choose a replacement solution that would integrate seamlessly with systems and processes across multiple business groups

•Deployed to 55 initial users in 23 days•Replaced two large on-premises CRM

systems, extending the deployment to 600+ users

•Fuel call center operations with the Service Cloud’s case assignment, escalation, and auto-response email capabilities

•Deliver anywhere, anytime access via sales reps’ wireless devices

•Developed a custom self-service portal with the Force.com API

•Provide dedicated 24/7 support with Salesforce.com Premier Support

•Enhanced the solution with the Sales KPI Dashboard, iLinc, Angel.com, and Adoption Dashboards from the AppExchange

•Saved an estimated $100,000 in hardware costs to upgrade the existing, out-of-date on-premises solutions

•Reduced support staff by 60 percent•Increased user adoption to 80+ percent

from 30–40 percent•Ability to track hundreds of additional

customer attributes•Deploy changes in minutes, hours, or

days compared to 10–12 weeks for the previous on-premises CRM system, with no system downtime

External Portal

Customer Web Site



RJF International Corporation


Highlights:AS400 integrationIntegrated pipeline visibility

•Migrate customer accounts from Reed Construction to salesforce.com

•Integrate customer leads from Infor ERP System21 to salesforce.com

•A lack of customer data was resulting in lost sales

•Custom code wasn’t scalable

•Selected the Cast Iron Integration Appliance

•Migrated and integrated customer accounts from Reed CRM and sample orders from Infor ERP System21 (DB2/AS400) to salesforce.com


•Completed integration in 10 days•Increased visibility into the sales

pipeline for management•Improved efficiencies•Customer service automatically sends

sample orders as leads•Sales obtains lead notifications earlier

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inte

rnat

ion

aL

ERP Sales Order Integration Creates Pipeline Visibility

Infor ERP

Reed CRM

Legacy Systems


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RJF International

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aL

Sample Process Integration

Order Detail


Siemens

Industry::Manufacturing

Highlights:Multi-instance SAP integrationNetWeaver integrationRapid implementation

•Customer master data and logistics data were locked in more than 20 SAP instances

•Limited insight into customer interactions

•Selected SAP’s process and Integration Platform Business Connector to orchestrate cross-functional processes spanning SAP and salesforce.com

•Prefabricated integration process content complementing the Business Connector Platform provides high cost efficiency and fast time to value

•Global rollout to 2,700+ subscribers•Integrating one global salesforce.com

instance into multiple SAP instances (different releases)

•Automated the event-driven customer management process

•Improved customer segmentation and management reporting

•Enhanced business visibility into customer interactions helps manage the entire customer experience

siem

ens

20 SAP Instances Integrated to Create a 360-Degree Customer View

SAP

SAP

SAP

SAP


SAP NetWeaver

SAP


Stratus Technologies


Highlights:Integrated forecastRapid global implementationReal-time integration

•Fix broken business processes, including inaccurate sales forecasting

•Measure marketing and other business expenses against actual sales

•Align global forecasting, lead management, and operational spend

•Integrate disparate sales and operations data silos globally

•Replace failed and expensive CRM investments in Siebel and an on-premises, homegrown system

•Implemented bidirectional integration to Oracle using Force.com

•Replaced previous Siebel solution with salesforce.com for 170 users

•Integrated sales information with marketing campaigns, supply chain, manufacturing, contracts, and accounting applications

•Completed implementation in 7 weeks, including integration with Oracle financials, six languages, and 13 currencies

•Accelerated lead conversion from weeks or months to as little as 1 day

•Integrated dashboards synchronize sales information with campaigns, supply chain, manufacturing, contracts, and accounting

•Achieved high user adoption almost immediately—up to 90 percent of the sales teams access salesforce.com at least once per week

stratu

s techn

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gies

Oracle Integration Delivers Global Forecast and 90 Percent Adoption

Oracle EBS


•Manual data entry by business users on disparate ERP systems was time-consuming and error-prone

•A lack of real-time visibility into invoices delayed A/R collections

•Needed project and study info from salesforce.com to drive accurate revenue forecasts

•Selected Cast Iron to integrate Costpoint and salesforce.com for customer and invoice visibility

•Project and work performed information is exchanged between salesforce.com and accounting applications

•Now able to access exchange rates from multiple systems

•Eliminated custom code and manual processes

•Completed project in 17 days•Automating the A/R business process

saved $120,000 per year•Eliminating manual date entry saved

$200,000 per year•Reduced DSO (days sales outstanding)

by 10 days to 48 daysSynarc

Industry:Pharmaceticals & Life Sciences

Highlights:360º view of customersRapid implementation

syn

arc

Customer Master, A/R, Billing & Invoices, Project, & Resource Integration

Deltek

Project Management & Forecasting App


57

Synarc

syna

rc

Product Integrations

Order Integration


•Siloed customer master data locked in multiple applications and databases

•Limited visibility into global sales pipeline

•Disconnected customer-centric processes across regions (the Americas, APAC, EMEA)

•Need for a more sophisticated demand-planning process

•Selected NetWeaver, SAP’s process and integration platform, to orchestrate cross-functional processes spanning SAP and salesforce.com

•Prefabricated Integration Process Content (i:services) complements the NetWeaver platform to accelerate time to value

•Uses SAP BusinessWarehouse (BW) for advanced analytics

•Transformed a product-centric business design into a customer-centric one

•Global rollout to 223 users

•Accelerated and streamlined quote and sales order management process

•Near-real-time global forecast and production-planning sync process

•Enhanced business visibility into all customer interactionsTecan


Highlights:Integrated global forecastNetWeaver integration

tec

an

SAP Integration Enables Orders & Demand Planning Processes

SAP

SAP BW

SAP NetWeaver



TIBCO Software Inc.


Highlights:Multiple endpointsSOA strategy

•Multiple silos of customer information in sales, finance, and marketing resulted in a fragmented view of the customer

•Existing systems included Cognos, Oracle, and salesforce.com

•Incomplete, overlapping, and incorrect data as a result of a distributed data stewardship model

•Senior management wanted real-time visibility into core sales metrics in salesforce.com

•Used the existing enterprise service bus (ESB), formed by TIBCO BusinessWorks and EMS

•Connected Oracle, salesforce.com, and Cognos to ESB using adapter technology

•Developed automated process on top of ESB to aggregate and cleanse salesforce.com data and synchronize it with other systems

•TIBCO now has real-time dashboards with clean data

•Real-time visibility into deals improves accurate decision-making and effective action

•Quick implementation of changes in business requirements

tiBco

Endpoint Integration Provides Visibility Across SOA Environment

Oracle ERPMarketing Team

Data Cleansing Engine

Internal Load Call

Marketing Staging DBData Cleansing API Palette

Data Warehouse/Customer Master Index Mapping

TIBCO Integration Appliance(BusinessWorks)

TIBCO TIBCO TIBCO

TIBCO

TIBCO

Salesforce API palette

61

Data Layer Integration(Replication)

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ad

esa

•Provide a unified customer view of data in the data warehouse to customer service reps

•Required deployment with minimal IT support

•Manage ongoing maintenance without using developer resources

•Eliminate costly, duplicate records while increasing customer visibility and accuracy

•Selected Scribe Insight and the Scribe Adapter for Salesforce

•Displayed and consolidated customer profile data in salesforce.com for better customer service and executive reporting

•Improved customer satisfaction by giving customer service reps access to customer data in a single system

•Reduced support costs while providing customers with a more efficient call center infrastructure and process

•Improved data integrity across the customer master

Adesa


Highlights:Rapid integrationService process automation

Integrated Support Process Improves Customer Satisfaction

Oracle DW

Approved through Scribe


Integration Powers Custom Real Estate Listings & Warranties App

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erica

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e shield

American Home Shield


Highlights:Enterprise visibility High-volume integration

•Integrated the unique sales process of the leading U.S. home warranty company, with 1+ million homeowners

•Create a better way to track key listings and warranty information

•Offer anytime, anywhere data access for the geographically dispersed organization

•Ensure ease of use, an intuitive Web-based interface, and offline capability

•Built custom applications to track the complex relationship between real estate agents, warranties, and end customers

•Executives can track listings and closings on a month-by-month and year-over-year basis for accounts and for individual agents within those accounts

•Bidirectional integration with legacy customer support and ERP systems

•Leveraged applications from the AppExchange for a 360-degree view of staff

•Chose Force.com because its cloud-computing model allowed for deployment with minimal IT resources

•Provide real-time visibility into key market metrics by integrating between 250,000 and 500,000 records

•Keep adoption at 100 percent with an innovative incentive program

•Now manage promotional budgets with greater accuracy

Custom Oracle ERP

Reporting Datamart



•Replace legacy, custom CRM solution and migrate to salesforce.com

•Improve data integration process without the need for costly specialists

•Efficient allocation of key personnel to improve the focus on strategic activities vs. tactical ones (such as integration)

•Selected the Cast Iron Integration Appliance for configuration-driven integration between a data warehouse and salesforce.com

•Integration development aligned with SOX-driven salesforce.com process

•Integrate data on 100,000+ customer accounts via 10 nightly batch (500,000 rows) and 2 real-time activities (quote and order details)

•Retired legacy CRM solution and replaced custom data integration services

•Launched nearly 400 seats on salesforce.com in phases over a 6-month period

•Reduced dependencies on specialist skills, focusing on development by systems analysts

•Provide support for geographically distributed teams via the Cast Iron Web Console

AmericsourceBergen


Highlights:Data warehouse integrationHigh-volume integration

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eris

ou

rceb

erg

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Legacy Integration Automates SOX-Driven Quote & Order Processes

Data Warehouse



•Reduce the need for manual entry and increase application usability

•Improve enterprise data integrity and reporting

•Increase sales pipeline visibility •Provide better resource allocation •Align sales and marketing •Consolidate different views of the

customers produced by multiple applications across different systems

•Selected webMethods middleware •Deployed the solution to 800 users in

more than 20 countries •Integration covered 40,000 accounts

and 30,000 products •Customer and product data are pulled

from SAP; SAP remains the account and product master

•Data includes hierarchies and attributes •Salesforce.com accounts are

augmented with SAP sales history

•Strong adoption produces worldwide alignment and collaboration

•Increased sales and marketing communication result in higher revenue

•Unprecedented visibility into the sales pipeline

•Standardized views of accounts and products across the company

•Reporting and analytics by enterprise data attributes

•Support for timely business decisions

Analog Devices


Highlights:Account and product masterDemand chain alignmentIntegrated pipeline visibility

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alo

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evices

SAP Integration Delivers Better Pipeline Visibility for Manufacturing Firm

SAP


•Inconsistent processes and data across multiple business units

•Needed a common platform to unify 21 different databases

•Maintaining multiple databases (legacy CRM systems) was expensive

•Valuable company data was located in several static, disparate systems

•Limited visibility into the sales pipeline for each business unit

•Deployed a centralized ESB strategy with SOA-based middleware

•Consolidated data from four disparate business units into salesforce.com

•Implemented four projects in parallel: SAP, SAP Business Information Warehouse (BW), price optimization software, and salesforce.com

•Deployed the integrated solution to 1,100 current users, including 900 new users

•Achieved high user adoption of sales force automation solution

•Improved lead and opportunity management

•Configured data model to meet integration and visibility requirementsAshland

Industry:Energy & Chemicals

Highlights:Business warehouse integrationEnterprise Service BusMaterial master integration

ash

lan

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SAP Integration Enables Custom Sample Management App

SAP

SAP BWPricing Optimization Software

Approved through Bluewolf

ESB


•Wanted deep integration with a JD Edwards back-office system, including visibility into critical order data

•Needed customer master integration •Wanted to expose invoice data to

sales teams for more effective account management

•Selected the Cast Iron Integration Appliance for a simple, “no coding” approach

•Simplicity of integration was a major factor in the company’s choice of the appliance over Microsoft CRM

•Achieved bidirectional integration with JD Edwards, updating accounts and contacts to JD Edwards and extracting sales orders and invoice data from JD Edwards


•Delivered the complex integration in 25 days

•Synchronized customer data in multiple systems

•Account reps can now close prospects more effectively

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Awana

Industry:Education

Highlights:Accounts and contacts integrationOrders and invoice integrationRapid implementation

JD Edwards Integration Delivers Invoice and Sales Order Visibility

SAP



•Continue to provide Salesforce CRM partner management as a value-added service to independent retail window and door stores

•Needed to perform complex outer joins on data to gain insight into the cost of lead sources, the number of leads that became opportunities, and the number of leads that closed

•Replicated salesforce.com data and data model in near real time

•In 1 hour, had live salesforce.com data in a local SQL database and had developed the required outer joins and reports

•Gained intelligence on lead channels •Created a fully automated set-and-

forget solution that operates on a predefined schedule and requires no ongoing staff or maintenance

A.W. Hastings


Highlights:Enhanced visibilityRapid integration

a.w

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SQL Server Integration Results in Intelligent B2B Reporting

Microsoft SQL Server



•Automate the bidirectional integration of prospect registrations from an SQL registration Web site to salesforce.com

•Wanted a flexible, prebuilt connector to salesforce.com

•Needed a solution that was configuration-based so staff could build bidirectional integrations

•Needed visibility into the status of registered users during the sales cycle and the ability to keep the registration Web site and salesforce.com synchronized

•Concerned about the high costs of building and maintaining integration solutions associated with traditional integration methodologies

•Selected Boomi AtomSphere for cloud integration

•Automated the synchronization of the registration Web site with salesforce.com

•Implemented the solution without programming

•Connected the registration Web site to salesforce.com in 7 days

•Completed bidirectional synchronization of thousands of existing registrants in addition to synching newly entered ones

•Constructed a reporting tool to check the status of synched records

•Built user record validations that required lookups and logic against multiple salesforce.com objects, including Campaigns, Contacts, Leads, and Accounts

Bersin and Associates


Highlights:Bidirectional integrationRapid implementation

bersin

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ssociates

Web Site Integration Automates Registration Process

Custom MySQL Registration DB

Customer Web Site



•Enable customer service reps to place orders into Microsoft Dynamics GP from salesforce.com

•Valuable customer data was located in disparate systems and didn’t match when cross-referenced

•Needed better visibility into orders and the sales pipeline to better manage cash and investment decisions

•Created one-way link to Microsoft Dynamics GP from salesforce.com for direct order entry

•Enabled non-programmers to create integration with a visual mapping tool

•Reduced implementation and maintenance costs with out-of-the-box application adapters

•Integration between salesforce.com and Microsoft Dynamics GP boosted productivity and reduced costs

•Easy and powerful data-mapping capabilities for non-programmers

•Reduced maintenance costs

Microsoft Dynamics GP Integration Automates Order Entry

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Boundless Network


Highlights:Higher data qualityIntegrated order managementIntegrated sales pipeline

Microsoft Dynamics GP



•Wanted an integrated opportunity-to-order processing system in its in-store Home Depot kiosks

•Effectively manage a partner-based sales process

•Loop in the appropriate internal salesperson at the right time

•Integrate opportunity data in salesforce.com with order data in the Oracle 11i processing system

•Selected the Bluewolf Integrator solution

•Integrated salesforce.com and Oracle 11i to streamline front- and back-office processes

•Built an enterprise-ready solution exclusively for salesforce.com

•Implemented and managed an automated customer sales process with a strategic channel partner

•Streamlined overall communication between dealers and installers

•Reduced customer service personnel and infrastructure, saving approximately $40,000 annually

BP Solar


Highlights:Integrated in-store kiosksReduced service costs

Oracle Integration Automates Opportunity-to-Order Process

bP so

lar

Oracle 11i



•Needed visibility into salesforce.com accounts at different hierarchical account levels for advanced reporting

•Automate account assignments within salesforce.com after territory realignments

•Integrate account and opportunity data in salesforce.com with an Oracle 8i sales and marketing database

•Selected Bluewolf integration solutions for salesforce.com:

o Bluewolf Replicator integrates key account data with Business Objects to deliver advanced reporting

o Bluewolf Integrator automatically updates sales teams on all necessary account information when territories are realigned

•Together, the products update critical account and opportunity data between salesforce.com and Oracle

•Improved visibility into accounts on a micro, parent, and global level

•Automated territory updates eliminate the need for direct resources to manage this process

•Unlocking data in the Oracle database made information more accessible within the organization

Bracco


Highlights:Automated territory alignmentEnterprise visibility

br

acc

o

Oracle Integration Delivers Complex Customer Master and Reporting

Oracle 8iSales and Marketing


•Reduce IT spend (50+ percent of budget was spent on custom integrations)

•Address inconsistency in business data caused by data fragmentation across the enterprise

•Migrate 300+ salespeople worldwide from a homegrown sales force automation system to salesforce.com

•Synchronize internal operational, HR, and accounting data to salesforce.com

•Leverage salesforce.com data for operational and financial reporting and analysis

•Wanted to use a drag-and-drop approach versus coding from scratch

•Standardized on Informatica PowerCenter to integrate operational and analytical systems

– PowerCenter is the same integration platform embedded in the company’s two core applications: Oracle and i2

•Realized a 10 percent improvement in productivity

– Completed development, QA, and production rollout in only 8 weeks using two resources

– Delivered 50 interfaces between salesforce.com and the data warehouse in 2 months

•Improved confidence in data integrity through enterprise data management

– Achieved consistent reference data between Oracle and salesforce.com

•Increased performance by 300+ percent

– Loaded more than 200,000 records nightly from salesforce.com and the data warehouse

Brocade


Highlights:Customer hub integrationData warehouse integrationMultiple endpoints

Integrated Hub Boosts Productivity, Environment, and Quality Data

bro

ca

de

Manufacturing Data Systems

i2 Demand Planning

Costing Application

Multiple Homegrown Apps

Oracle 11i ERP

Remedy Support

Multidimensional Revenue Forecasting

Data Warehouse



•Decrease lead response time •Access current customer account

information as well as historical data in salesforce.com

•Integrate with a proprietary application •Identify cost- and resource-sensitive

solutions

•Selected Scribe Insight, the Scribe Adapter for Salesforce

•Streamlined the lead-to-opportunity process; salespeople can now follow up on leads in real time

•Campus Fundraiser reps can now contact the lead while still on the Web site, maximizing potential sales

•Better tracking of the sale throughout the sales process

•Facilitates contact with motivated buyers and provides a more personalized customer experience

•Provides support for pursuing renewal business; historical data makes more personalized calls possible

Campus Fundraiser


Highlights:Higher data qualityReal-time lead integration

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mPu

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nd

ra

iser

Legacy Integration Streamlines Lead-to-Opportunity Process

ProprietaryDatabase



•Migrate 7.5 million ASCII customer records into salesforce.com

•Ongoing ASCII integration required updating and consolidation of “child” records in CRM system while providing salesforce.com IDs back to the original system

•Run the solution on existing AIX hardware

•Address unreliable network availability •Provide a platform for a future

integration project: taking messages off WebSphere MQ and converting them to emails

•Selected the Pervasive Data Integrator for a fast migration and integration solution

•Solution delivered information needed to drive banking opportunities

•Handled interruption of Internet connections

•Made it possible to integrate with salesforce.com without system monitoring for restarts or administration

•Completed the project in 5 days, from project scope to implementation

•Fast, highly accurate migration of ASCII fixed records and ongoing integration

•Achieved throughput of 90,000 records per hour

•Salesforce.com is now an integral part of the bank’s CRM activities

•Solution is easily managed by internal IT staff

•Plans to extend the platform for future integration projects

Chevy Chase Bank


Highlights:High-volume data integrationRapid integration

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y cha

se ba

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Legacy Integration of 7.5+ Million Records from Multiple AIX Endpoints

7.5 Million ASCII Fixed Files on AIX (Oracle, DB2, MSQL)



•Reduce dependency on the accounting department

•Give customer service reps direct access to the most current customer information

•Create a responsive and reliable integration between salesforce.com and the Epicor ERP systems

•Benefit from advanced features•Reporting now available in an

automated solution•Robust, cost-effective option tailored to

customers’ needs and budget

•Sales self-sufficiency has led to higher productivity

•Better, more complete data available to reps

•Sales team has direct access to the most current order and customer information through salesforce.com

con

fig

ure

soft

Configuresoft


Highlights:Enhanced reporting Order integration

Epicor ERP Integration Enables Sales and Services Teams

Configuresoft

Epicor ERP System



•Needed Web site integration with salesforce.com to improve the customer Web experience and support customer-facing personnel

•Wanted operational capabilities for internal support and sales staff, based on a 360-degree view of the customer

•Development costs and operational considerations made it impossible to integrate the Web site directly with salesforce.com

•Selected Relational Junction to enable bidirectional replication of salesforce.com data between the Web site’s MySQL database and salesforce.com

•Used salesforce.com as a data modeling tool and as an operational interface

•Used PHP programming for the customer-facing Web site, providing a vendor-neutral solution

•Achieved a consistent view of salesforce.com data and the company Web site

•Drastically reduced development time and complexity

•Achieved 100 percent reliability and very high performance

•Provided full integration with salesforce.com, without operational dependencies

Crushpad


Highlights:Bidirectional integrationRapid implementation

crush

Pad

Web Site Integration Delivers Consistent User Experience

MySQL

Web Site

Approved through Relational Junction


•Needed a better way to route and process leads and provide more comprehensive reporting on sales volumes and activities

•The ability to integrate with the existing ERP system was essential

•Wanted a centralized customer database with account histories to facilitate better communication between teams

•Installed the Pervasive Data Integrator from the AppExchange, providing two-way integration between Salesforce CRM and a JD Edwards ERP system

•Central repository of CRM information ensures accurate data is readily available and shared across the entire company

•Dashboards provide fast access to real-time information on lead volumes, activities, and sales projections vs. actuals

•Leads are processed in a timely manner and sent to the appropriate eps

•Integration with JD Edwards enables daily data exchange between Salesforce CRM and ERP for better business planning

•Better management of people and processes helps the company close more deals more quickly

•Managers have greater visibility into field activities and pipeline progress

•Applications enable ongoing management of solution support and extensions without additional IT staff

Dermalogica


Highlights:Enhanced executive reportingJD Edwards integration

der

ma

log

ica

Legacy ERP Integration Streamlines Leads Management

JD Edwards



•Outdated sales applications and platforms required custom coding and were expensive to maintain

•The large volume of data was difficult to manage

•Wanted timely and complex territory classification realignment

•Chose Informatica PowerCenter •Decided to extend on proven

integration success •Past projects included:

– Data migration and decommissioning of two Siebel instances

– B2B integration, with 15 accounts and trade vendors

•The mainframe migration to UNIX resulted in IT spend reduction

•Delivered seamless integration with a 7TB global data hub

•Reduced trade ticket synchronization time with salesforce.com to:

– 5 minutes/day (~3,000 tickets)

– 13 minutes/month (~40,000 tickets)

Deutsche Bank


Highlights:Data warehouse integrationHigh data volumes

deu

tsche b

an

k

Data Integration With Global Hub Delivers Operational Efficiencies

Sales Data Warehouse

Global Data Hub



•Wanted a best-of-breed sales force automation (SFA) solution that would easily integrate with legacy systems and Oracle’s PeopleSoft ERP solution

•Needed a tool to replace a spreadsheet-based system for managing equipment and support tickets for cinema customers

•Wanted to automate the product shipping and distribution process as well as maintenance renewals

•Support for multiple languages and currencies was important for offices across the globe

•Replaced legacy CRM solution, including systems integration, in less than 5 months

•The Informatica Integration Pack from the AppExchange provides integration with PeopleSoft ERP and other on-premises applications for improved business planning and process management

•Dolby and salesforce.com partner Appirio leveraged the development power of Force.com to build a cloud-computing cinema asset application in 2 months

•The solution integrates with Salesforce CRM’s call center for more effective case management and problem-solving

•Integration with legacy systems ensures data integrity

•Strong user adoption resulted from better data quality, tight integration, and the elimination of a time-consuming, paper-based process

•Easy access to real-time data and advanced analytics provides increased business visibility and improved forecasting

•In-depth management of cinema equipment enables more efficient deployment of technical resources and better customer service

Dolby


Highlights:Multiple endpointsRapid implementation

PeopleSoft Integration Improves Sales Processes and Customer Service

do

lby

Oracle

MS SQL Server

PeopleSoft

Computer Packages

eSolveCustom Apps




•Integrate salesforce.com with an advertising data warehouse to streamline and improve the sales process

•Needed complete synchronization of customer data

•Provide for pipeline and forecast management

•Required deeper insight into actual and planned advertising spend by account

•Sought to keep abreast of competitive activity

•Selected Bluewolf Integrator and Professional Implementation Services

•Trained about 400 sales people on the new system

•Deeper-level integrations are evolving from use of the system and from innovations within the Bluewolf Integrator product

•Completed the integration in 5 months •Bluewolf Integrator is delivering deeper

and more meaningful integrations than initially expected

•Deliver a complete view of advertising relationships (from actual ad spend to planned future spend), without running custom reports

•Improved employee productivity and insight into the company’s accounts and relationships with agencies and advertisers

Integration Provides Complete View of Advertising Pipeline

Dow Jones


Highlights:Enterprise visibilityRapid implementation

do

w jo

nes

Advertising Data Warehouse



•Reduce cost to customize a legacy CRM system

•Increase sales productivity and effectiveness in the field through easier access to information locked in back-office systems

•Decrease costs associated with data exchange across business partners

•Cleanse and migrate legacy Pivotal CRM data to the more flexible and customizable salesforce.com platform

•Synchronize Microsoft Dynamics/Great Plains data as part of a master data management (MDM) solution that provided back-office data every 30 minutes to salesforce.com

•Implementation yielded 100 percent ROI from the migration of Pivotal CRM data alone

•Completed in 9 days: 30 percent of the time estimated for a custom code approach and 40 percent of a 3-year TCO

•Implementation of MDM across Great Plains and salesforce.com now available to drive partner data exchange

Ellie Mae


Highlights:CRM-to-CRM IntegrationMulitiple endpoints

elli

e m

ae

Multiple Integrations Result in Quick ROI

Pivotal CRM

Microsoft Dynamics



•Integrate customer information between salesforce.com and various internal systems to support real-time customer service and alerts

•Sought to provide a business intelligence reporting platform based on a relational database

•Wanted to calculate financials from data within salesforce.com

•Sought to integrate customers, payables, and receivables with an Epicor financial system

•Selected the Relational Junction solution

•Used salesforce.com data replication for reporting data warehouses

•Integrated with internal applications using SQL database technology

•Integrated with the Epicor ERP system for financials

•Up-to-date CRM data now provides timely information for effective business response

•Achieved a consistent view of salesforce.com data in a reporting database

•Realized development and maintenance savings using off-the-shelf software

EnerNOC


Highlights:Complex legacy back-officeintegrationEnhanced visibility

enern

oc

Integrated Energy Management System Improves Customer Service

EnergyManagement Systems



•Wanted an affordable system to track and manage customer interactions in 50 countries

•Needed integration with the company’s existing SAP system

•Frustrated after implementing Siebel CRM software and trying to integrate it with SAP for 3 years

•Selected salesforce.com after three-way product evaluation and 2-month trial

•Implemented the solution in eight languages and integrated with SAP—all within 90 days

•Deployed to 230 staff (including 13 Strategic Partner licenses), ensuring users worldwide have 24/7 access to customer information

•Rapid implementation and integration •Customizations can be done in-house

with the easy-to-use Force.com cloud-computing platform

•Very high end-user adoption Esker


Highlights:Enterprise visibility Global integrationes

ker

SAP Integration Streamlines Customer Interactions in 50 Countries

SAP


•Provide wholesale reps with self-service access to back-end agency data by synchronizing it with salesforce.com

•Supply contract and revenue information, agency visitation schedules, and master data information to help agents prep for meetings with independent agencies

•Selected Informatica On Demand•Provide marketing reps near-real-time,

self-service access to various agency data, including:

– Contract counts and resulting revenue figures

– Agency visit frequency

– Notes and contact information

•Synchronized back-end agency system with salesforce.com in 2 days

•Consolidated notes in salesforce.com reduced lookups so contracts were processed faster

Florida Family Insurance


Highlights:Master data management Rapid implementation

Legacy Integration Delivers Critical Data to Customer-Facing Agents

florid

a fa

mily in

sur

an

ce

MS SQL ServerCustom Agency System



•Standardize sales process worldwide •Wanted to combine six different

properties under a single umbrella •Needed to integrate Salesforce CRM

with the Oracle 11i database used by the finance department

•Wanted to centralize forecasting across all properties

•Deployed Bluewolf Integrator to integrate Salesforce CRM with the Oracle 11i back office

•Created an automated process for opportunity-to-order management across disparate business systems

•Standardized on a single, company-wide sales process

•Improved and centralized forecasting across all properties

•Implemented a complete solution for opportunity-to-order management

•Synchronized salesforce.com opportunities with Oracle opportunities; Oracle orders now automatically update salesforce.com opportunities

Fox Interactive Media


Highlights:Centralized forecastingOpportunity-to-order integration

fox

inte

ra

cti

ve

med

ia

Oracle ERP Integration Centralizes Enterprise-Wide Order Management

Oracle 11i



•Stored customer data in a Web database, an on-premises database, and Salesforce CRM

•Too inefficient and costly to manage data across three different systems

•Process for integrating sales compensation data involved tens of thousands of transactions managed by Excel spreadsheets and transferred manually between systems

•Selected Boomi AtomSphere to integrate XML File with salesforce.com via a Web browser

•Salesforce.com partner Model Metrics built the integration on the Boomi Platform in less than 40 hours and also configured salesforce.com

•The salesforce.com operations manager can easily manage and troubleshoot the integration processes in production from any global office location via a Web browser

•Completed the implementation in 40 hours (vs. custom coding integration for $15,000)

•Able to pinpoint and independently resolve errors within 2–4 hours instead of the previous 2 weeks costing tens of thousands of dollars and technical resources

•Can now generate reports in 5 minutes that previously took 1 business day

•Think strategy “Bossy” award winner 2009

GFT


Highlights:Enhanced reportingRapid implementation

gft

XML File Integration Enables Enterprise Visibility and Saves Money

Database



•Meet unique business needs—the company provides au pairs from foreign countries to U.S. host families

•Replace a homegrown system with salesforce.com, QuickBooks, and new, custom-coded portals

•Implement new functionality over a 6-month period, using both systems during the rollout

•A consistent view of customer data for complex reporting required by government audits

•Replace existing QuickBooks integration because integration company had gone out of business

•Selected the Relational Junction solution

•Converted legacy data to salesforce.com through the Relational Junction warehouse, using Relational Junction ETL

•Platform allowed host families, local area representatives, and international representatives to access and update data on custom-developed portals

•Integrated with the legacy system during the rollout using both Relational Junction ETL and replication technologies

•Provided two-way integration for the QuickBooks accounting system, where all credit card charges are performed

•Completed the data migration in 2 months

•Achieved on-site backup and accessibility of all data

•Provided a 1-year migration of legacy functions to salesforce.com, living seamlessly out of both systems

•Consistent view of salesforce.com data in a local database now accessible to thousands of remote customers and business partners

•Updates from the portals automatically update salesforce.com data

•Integration with QuickBooks is up and running successfully

GoAupair

Industry:Services

Highlights:Customer master visibilityEnhanced reporting

go

au

Pair

QuickBooks Integration Improves Reporting for Custom Portals

QuickBooks

Portals (Host Families, Local Reps, Int’l Reps)



•Automate the bidirectional synchronization of students and prospects from salesforce.com to a customized admissions database

•Wanted a flexible, prebuilt connector to salesforce.com

•Needed a customizable solution so internal staff could build various bi-directional integrations

•Needed the flexibility to handle customize business process requirements

•Was concerned about the high costs of building and maintaining integration solutions associated with traditional, costly integration methodologies

•Selected Boomi AtomSphere •Student and prospect information from

salesforce.com is now synchronized with the custom admissions database

•Applications were integrated entirely from the Web

•Connected student and prospect information in salesforce.com and the custom admissions database in 3 days

•All student and prospect information entered into salesforce.com is automatically integrated with the admissions database

•Able to process thousands of records per day

•Anticipate future ROI due to reduced time and money spent building integrations to additional systems

•Plans to integrate all student-related information between salesforce.com and the admissions database

Green River College

Industry:Education

Highlights:Legacy integrationRapid implementation

green

river co

llege

Integration Enables Self-Service Admissions Process Via the Web

Admissions Database



•Wanted customer/product master synchronization between Microsoft Great Plains and salesforce.com

•Convert incoming order information from vendors to salesforce.com opportunities

•Send orders to direct-mail vendors •Convert salesforce.com

opportunities into project accounting orders in Microsoft Great Plains

•Eliminate the manual re-keying of data •Replace existing custom code that

wasn’t scalable

•Selected the Cast Iron Integration Appliance

•Integrated the following apps across multiple systems:

– Salesforce.com and vendors, via Web services

– Salesforce.com and an SQL server-based legacy application

•Phase II includes integration between salesforce.com and Microsoft Great Plains

•Completed the first phase of the integration in 20 days

•Achieved automated sales order processing across salesforce.com and Great Plains

•Automation improved operating efficiencies with vendors

Grizzard

Industry:Services

Highlights:Automated sales order processingLegacy integration

Great Plains Integration Synchs Customers, Products, & Order Processing

gri

zza

rd

Microsoft Great Plains

Vendors

Legacy



•Integrate previous solution with a new SAP Business Information Warehouse (BW) solution

•Replicate SAP data to salesforce.com •Update customer container data from

an Access database into salesforce.com•Manage and maintain the solution with

the existing salesforce.com admin staff

•Selected the Pervasive Business Integrators solution

•Provided on-site fast-track training •Updated salesforce.com with account

information stored in SAP, the system of record

•Updated daily customer container information from the Access database

•Plans to leverage the platform to enable future integration projects with SAP, including invoicing, A/R, shipping, annual operational planning, and integration with the Vendavo pricing application

•The integration implementation is more efficient than the previous batch solution

•Easier to maintain existing integration points and add new points as necessary

•Sales gets more relevant information, for better customer service

•Existing admin staff can manage the solution

•Solution met new requirements by sales without additional licensing costs

Honeywell


Highlights:Account, pricing, and productintegrationMultiple endpoints

ho

ney

well

SAP Integration Enables 360-Degree View of the Customer

SAP

Access-Container Database



•Contact customers faster to increase renewal rates

•Support a virtual call center •Needed a flexible integration tool to

handle unique needs •Required solutions that were cost and

resource sensitive

•Selected Scribe Insight, the Scribe Adapter for Salesforce

•Streamlined renewal processing •Eliminated error-prone manual process •Solution was made available to

telemarketers across the country, using salesforce.com to support a virtual call center

•Improved timeliness and number of renewal calls by 20 percent; increased actual renewal rates by 15 percent

•Saved more than $100,000 in manual labor costs

•Reduced address and phone data errors from 25 percent to 8 percent

•Simplified updates from Do Not Call list to ensure compliance

•Supported telemarketers in up-selling additional services

Intrep

Industry:Services

Highlights:“Do not call” integrationHigher data qualityin

treP

Legacy Integration Improves Customer Renewals by 15 Percent

Oracle Database Data Cleansing Services




•Compete with the beer order and delivery capabilities of larger rivals

•Improve customer interactions by providing sales reps with key information from the Great Plains system while in the field

•Required solutions that were cost and resource sensitive

•Selected the Scribe Insight solution, including the Scribe Adapter for Salesforce and for Microsoft Dynamics/Great Plains

•Made it possible to enter orders via the Sales Cloud’s mobile functionality

•Streamlined sales order processing to handle high order frequency and higher sales volume

•Eliminated a manual, dual-entry process and introduced a new audit procedure

•Expanded the sales volume and the reach of the sales team, without expanding in-house processing

•Immediately eliminated 3–5 hours of processing per day

•Improved accuracy and timeliness with mobile order confirmation

•Created a competitive advantage by making superior customer service possible

•Sales management can now use salesforce.com to track account activity, including sales

•Marketing can tie activities directly to sales volume filters

•Eliminated costly order-entry mistakes with new audit procedure

Karl Strauss Brewing Company


Highlights:Microsoft integrationQuote-to-order integration

ka

rl stra

uss

Great Plains Integration Enables Mobile Order Management Process

MicrosoftGreat Plains



•Fully integrate salesforce.com with SAP back-office systems

•Required rapid deployment to more than 1,800 users in 43 countries within 12 months

•Used integrated SAP customer master data and transactional data such as orders, contracts, prospect tenders, and billing with salesforce.com using the Force.com platform

•Solution included both bulk data migration and a traditional integration component

•Synchronized account and equipment data between regional SAP instances and salesforce.com

•Enabled bidirectional publishing of account data and unidirectional publishing of equipment updates

•Pushed the pilot program live within 3 months

•Plans include integrating a Web-based, automated lead-management system

•Winner of the Appy for “Best Customer Integration” KONE


Highlights:Customer, order, and billingintegrationGlobal implementation

kon

e

SAP Integration Wins “Appy Award” for Best Integration

SAP

SAPSAP


Lead Management

System


•Needed a fast, easy, and affordable way of reporting the number of applicants and job performance data on its MonsterTRAK production system without heavy involvement from IT or outside contractors

•Too much effort was spent getting data from Oracle, manipulating it in Excel, and manually emailing it to business users every day

•Integrated back-end MonsterTRAK data with a custom Force.com application to provide fast, low-cost business intelligence and reporting

•Leveraged back-end data within the flexible Force.com reporting environment to provide automated, self-service analytics and dashboards

•Migrated off manual, legacy Oracle/Excel workflow-based reporting to automated self-service reporting and custom dashboards in Force.com within 1 month

•Repurposed 0.5 FTE with automated integration and user-defined KPIs, using a separate application within salesforce.com

Oracle Integration Provides Automated, Self-Service Reporting

Monster

Industry:Services

Highlights:Enhanced reportingMultiple endpoints

mo

nster

QuickBooks


Oracle



•Track fund-raising information from donors

•Integrate multiple systems, including salesforce.com, PeopleSoft on DB2, and a fund-raising gifting application

•The manual data-entry process was extremely error prone

•The existing custom code was unscalable

•Deployed the Cast Iron Integration Appliance, which provides a no-coding approach to integration

•Implemented a multidirectional integration solution for the PeopleSoft donor process; for salesforce.com accounts, opportunities, and campaigns; and for SQL Server 2000 donor information

•Completed integration in 25 days with the university’s internal team

•Improved the tracking of fund-raising efforts and campaigns

•Improved visibility into associated dataNortheastern University

Industry:Education

Highlights:Multiple endpointsRapid implementation

PeopleSoft and Microsoft SQL Server Integration Speeds Fund Raising

no

rth

east

ern

un

iver

sity

Microsoft SQL Server

PeopleSoft



•Inflexible and poor functionality in a proprietary healthcare CRM system

•Relied on email for sharing and reviewing customer information from fragmented databases

•Lack of a common, central system for viewing customer information gave management minimal insight into sales performance

•No integration between CRM and back-office systems and databases, including SAP

•Deployed the Sales Cloud to 60 healthcare sales professionals in the U.K.

•Customized the system with the Force.com builder to provide a single, comprehensive view of GPs, practice nurses, and other professionals

•The Force.com API provided seamless integration with SAP and the organization’s healthcare databases

•Provided complete implementation, customization, and integration

•Delivered the solution in 3 months, without any up-front technology investment

•Increased sales effectiveness and user productivity

•Improved sales processes and insight into critical sales issues and pipeline

•Enhanced efficiency of customer service

Sanofi Pasteur MSD


Highlights:Integrated customer masterIntegrated pipeline

san

ofi Pa

steur m

sd

SAP Integration Boosts Pipeline Visibility & Customer Service

SAP

Custom Healthcare Databases


•Used SAP as the worldwide standard for order management and financials and salesforce.com for CRM

•ERP to CRM processes were not harmonized

•Had high demand for reporting key business performance

•Needed visibility of orders, shipments, and invoices within salesforce.com

•Had limited in-house developer support

•Selected the Cast Iron solution for real-time, bidirectional integration between SAP and salesforce.com

•Phased approach to success included:

– Copying invoice and order status information from SAP to each salesforce.com opportunity

– Creating and synchronizing product line item details from SAP to salesforce.com

•Phase I delivered in 2 weeks•Phase II now in production•Greater visibility in salesforce.com•Rapid adoption by sales community

Siemens


Highlights:Bidirectional integrationOrder, invoices, and shipmentintegrationsi

emen

s

SAP Integration Drives Channel Sales Success Across 60 Countries


Oracle 11i


•Automate the synchronization of salesforce.com data with the MyReferNet platform

•Too cumbersome and time-consuming to build a custom integration with salesforce.com using an existing API

•Needed a configuration-based solution, but didn’t want to write integration code for the required integrations

•Wanted a prebuilt, certified connector to salesforce.com

•Needed the flexibility to use customized data objects within salesforce.com for integration

•Wanted a solution that let in-house power users (not developers) manage integrations

•Selected Boomi AtomSphere for integration

•Solution automatically synchronized data from salesforce.com with the MyReferNet platform

•Implemented without any programming

•Complete cloud solution; applications were integrated entirely from the Web

•No software packages or hardware appliances were required

•Integrated salesforce.com and MyReferNet Platform in a few hours compared to the months it would have taken using in-house development

•Now processing tens of thousands of transactions per week

•In the process of integrating additional applications (QuickBooks, Google AdWords, Yahoo Campaigns) with salesforce.com

•Reported fewer invoicing mistakes•Reduced the number of people needed

to manage MyReferNet administration from three to one

TacitLogic


Highlights:Enhanced reporting Rapid implementation

tacitlo

gic

MyReferNet Platform Integration Boosts Transactions

QuickBooks

MyReferNet Platform




•More than 550 sales and service representatives use salesforce.com to manage customer relationships in the U.S. and Canada

•The sales automation team needed a fast, easy, affordable way to integrate various systems of record with salesforce.com to provide a 360-degree view of customers while minimizing administrative costs

•Publishes user, product, and various custom objects to multiple internal applications

•Integrated billing and subscriber data•Scheduled multiday transmissions

•Implemented five integrations in the first 3 months of use; 10 more are planned for 2009

•Avoided the need for additional full-time staff and repositioned data steward to focus on architecture, metrics, data quality, and governance

•Established a Sales Automation Center of Excellence to provide on-demand thought leadership for other countries and business units

Multiple Integrations Deliver Visibility, Reduce Administrative Costs

TransUnion


Highlights:Increased data qualityRapid implementation

tra

nsu

nio

n

15 Legacy Systems



•Customer data housed in multiple contact managers, division-specific databases, and an outdated customer service system

•Consolidate and automate processes to meet long-term financial goals

•Required robust integration with Oracle and homegrown systems

•Wanted rapid implementation with minimal risk

•Integrated with the Oracle back office and multiple legacy applications using Force.com

•Created a single view of customers across the company

•Downloaded preintegrated AppExchange apps for email campaigns, surveys, contracting, and electronic signature

•Deployed salesforce.com nationwide across the sales, marketing, credit, operations, artist relations, and service and support divisions

•Improved tracking and management of customer information as well as the activities associated with sales calls

•Integrated campaign management manages interactions associated with hundreds of trade shows

•Better coordination of sales and marketing to large customers has increased commercial and institutional sales

Oracle ERP Integration Increases Sales and Marketing Effectiveness

Yamaha Corporation of America


Highlights:Enterprise visibilityMultiple endpoints

yam

ah

a

Product Item Summary

Oracle 11i

Dealer Eligibility



zim

mer

ho

ldin

gs

•Unsuccessfully tried to implement SAP CRM for 1½ years

•Needed multiple levels of integration from SAP data to salesforce.com to achieve complete, consistent updates

•Wanted “one source of truth” in a solution that was easy to use and administer

•Needed daily, weekly, and monthly updates

•Selected the Pervasive Business Integrator

•Met all update requirements with no scheduling problems

•Leveraged the self-service attributes of salesforce.com while extending the value of the existing SAP investment

•Completed the integration in approximately 2 weeks

•Salesforce.com is now an integral part of sales, marketing, and customer support activities

•Gained “one source of truth” in a solution that’s easy to use and administer, resulting in increased sales effectiveness

•Real-time views into the business include sales and invoicing activities by region

•The solution is easily managed by internal IT staff

•Plans to implement additional phases for even more value

SAP Integration Results in “One Source of Truth” and Better Visibility

Zimmer Holdings


Highlights:Enhanced reportingProduct and invoice master

SAP


BUSINESS SERVICESAdesa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62Atlanta Dental . . . . . . . . . . . . . . . . . . . . . . . .31Author Solutions . . . . . . . . . . . . . . . . . . . . .32Bersin and Associates . . . . . . . . . . . . . . . . .69BDB Payroll Service . . . . . . . . . . . . . . . . . . . . 8Boundless Network . . . . . . . . . . . . . . . . . . .70British Standards Institution . . . . . . . . . .36FICO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16GFT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87Purolator . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Thomson Reuters . . . . . . . . . . . . . . . . . . . . .26

CommUNICatIoNS & mEdIaComcast-Spectacor . . . . . . . . . . . . . . . . . .12Dow Jones . . . . . . . . . . . . . . . . . . . . . . . . . . .81Fox Interactive Media . . . . . . . . . . . . . . . . .86Qualcomm . . . . . . . . . . . . . . . . . . . . . . . . . . .51

dIStRIBUtIoN & REtaIlCrushpad . . . . . . . . . . . . . . . . . . . . . . . . . . . .77Dermalogica . . . . . . . . . . . . . . . . . . . . . . . . .78Karl Strauss Brewing Company . . . . . . . .93Lenox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47Yamaha Corporation of America . . . . . . . . 101

EdUCatIoNAwana . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67Green River College . . . . . . . . . . . . . . . . . . .89Heald College . . . . . . . . . . . . . . . . . . . . . . . .44Northeastern University . . . . . . . . . . . . . .96

ENERgy & ChEmICalSAshland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66BP Solar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71EnerNOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

FINaNCIal SERVICESAmerican Home Shield . . . . . . . . . . . . . . .63Bank of Cyprus Group . . . . . . . . . . . . . . . .34Blum Capital . . . . . . . . . . . . . . . . . . . . . . . . .35Campus Fundraiser . . . . . . . . . . . . . . . . . . .74Chevy Chase Bank . . . . . . . . . . . . . . . . . . . .75Deutsche Bank . . . . . . . . . . . . . . . . . . . . . . .79Ellie Mae . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82Florida Family Insurance . . . . . . . . . . . . . .85Japan Post Network . . . . . . . . . . . . . . . . . .46TransUnion . . . . . . . . . . . . . . . . . . . . . . . . . 100Zimmer Holdings . . . . . . . . . . . . . . . . . . . 102

hEalth & lIFE SCIENCESBracco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72Sanofi Pasteur MSD . . . . . . . . . . . . . . . . . . .97Schumacher Group . . . . . . . . . . . . . . . . . . .24

hIgh-tECh haRdwaREAnalog Devices . . . . . . . . . . . . . . . . . . . . . . .65Brocade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39Dolby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80Esker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84Honeywell . . . . . . . . . . . . . . . . . . . . . . . . . . .91IKUSI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Magma Design Automation . . . . . . . . . . .48NetQoS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20Stratus Technologies . . . . . . . . . . . . . . . . . .55

hIgh-tECh SoFtwaRE & SERVICESAdvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30BuyTheCase .net . . . . . . . . . . . . . . . . . . . . . .41Cinterion . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38Configuresoft . . . . . . . . . . . . . . . . . . . . . . . .76ESRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14FIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42IndigoVision . . . . . . . . . . . . . . . . . . . . . . . . . .45

Industry Index

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Network Solutions . . . . . . . . . . . . . . . . . . . .49TacitLogic . . . . . . . . . . . . . . . . . . . . . . . . . . . .99TIBCO Software Inc . . . . . . . . . . . . . . . . . . . .59

maNUFaCtURINgA .W . Hastings . . . . . . . . . . . . . . . . . . . . . . . . .68Brady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10KONE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94Pac-Van . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50RJF International Corporation . . . . . . . . .52Siemens . . . . . . . . . . . . . . . . . . . . . . . . . . 54, 98

PhaRmaCEUtICalS & lIFE SCIENCESAmericsourceBergen . . . . . . . . . . . . . . . . .64CNS Response . . . . . . . . . . . . . . . . . . . . . . . .40Synarc . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56Tecan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58

SERVICESGoAupair . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88Grizzard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90Intrep . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92Monster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

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BaaNIKUSI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

CloUd SERVICESBDB Payroll Service . . . . . . . . . . . . . . . . . . . . 8Blum Capital . . . . . . . . . . . . . . . . . . . . . . . . .35Comcast-Spectacor . . . . . . . . . . . . . . . . . .12FICO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16Intrep . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92KONE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94Monster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95NetQoS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20Purolator . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Schumacher Group . . . . . . . . . . . . . . . . . . .24TacitLogic . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

CUStomER hUBAdvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Brocade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39Ellie Mae . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

data waREhoUSEAdesa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62Advent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30American Home Shield . . . . . . . . . . . . . . .63

AmericsourceBergen . . . . . . . . . . . . . . . . .64Ashland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66Brocade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73Deutsche Bank . . . . . . . . . . . . . . . . . . . . . . .79Dow Jones . . . . . . . . . . . . . . . . . . . . . . . . . . .81Tecan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58TIBCO Software Inc . . . . . . . . . . . . . . . . . . . .59

FoxPRoBDB Payroll Service . . . . . . . . . . . . . . . . . . . . 8

lEgaCyAtlanta Dental . . . . . . . . . . . . . . . . . . . . . . . .31Author Solutions . . . . . . . . . . . . . . . . . . . . .32Bank of Cyprus Group . . . . . . . . . . . . . . . .34BDB Payroll Service . . . . . . . . . . . . . . . . . . . . 8Bersin and Associates . . . . . . . . . . . . . . . . .69Blum Capital . . . . . . . . . . . . . . . . . . . . . . . . .35Campus Fundraiser . . . . . . . . . . . . . . . . . . .74Chevy Chase Bank . . . . . . . . . . . . . . . . . . . .75Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39CNS Response . . . . . . . . . . . . . . . . . . . . . . . .40Configuresoft . . . . . . . . . . . . . . . . . . . . . . . .76Crushpad . . . . . . . . . . . . . . . . . . . . . . . . . . . .77Deutsche Bank . . . . . . . . . . . . . . . . . . . . . . .79Dow Jones . . . . . . . . . . . . . . . . . . . . . . . . . . .81EnerNOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

FIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42Florida Family Insurance . . . . . . . . . . . . . .85GFT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87GoAupair . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88Green River College . . . . . . . . . . . . . . . . . . .89Honeywell . . . . . . . . . . . . . . . . . . . . . . . . . . .91IKUSI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18IndigoVision . . . . . . . . . . . . . . . . . . . . . . . . . .45Japan Post Network . . . . . . . . . . . . . . . . . .46NetQoS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20Sanofi Pasteur MSD . . . . . . . . . . . . . . . . . . .97Synarc . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56

maINFRamEBank of Cyprus Group . . . . . . . . . . . . . . . .34Chevy Chase Bank . . . . . . . . . . . . . . . . . . . .75Deutsche Bank . . . . . . . . . . . . . . . . . . . . . . .79

mICRoSoFtAuthor Solutions . . . . . . . . . . . . . . . . . . . . .36A .W . Hastings . . . . . . . . . . . . . . . . . . . . . . . . .68Boundless Network . . . . . . . . . . . . . . . . . . .70BuyTheCase .net . . . . . . . . . . . . . . . . . . . . . .37Campus Fundraiser . . . . . . . . . . . . . . . . . . .74CNS Response . . . . . . . . . . . . . . . . . . . . . . . .40Crushpad . . . . . . . . . . . . . . . . . . . . . . . . . . . .77Dolby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

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Dow Jones . . . . . . . . . . . . . . . . . . . . . . . . . . .81Ellie Mae . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82EnerNOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83Florida Family Insurance . . . . . . . . . . . . . .85Grizzard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90Karl Strauss Brewing Company . . . . . . . .93Pac-Van . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

oRaClEAdesa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62Advent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30American Home Shield . . . . . . . . . . . . . . .63Awana . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67BP Solar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71Bracco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72Brocade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39Dermalogica . . . . . . . . . . . . . . . . . . . . . . . . .78Deutsche Bank . . . . . . . . . . . . . . . . . . . . . . .79Dolby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80Fox Interactive Media . . . . . . . . . . . . . . . . .86Heald College . . . . . . . . . . . . . . . . . . . . . . . .44Intrep . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92Lenox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47Monster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95Network Solutions . . . . . . . . . . . . . . . . . . . .49

Northeastern University . . . . . . . . . . . . . .96Stratus Technologies . . . . . . . . . . . . . . . . . .55Thomson Reuters . . . . . . . . . . . . . . . . . . . . .26TIBCO Software Inc . . . . . . . . . . . . . . . . . . . .59Yamaha Corporation of America . . . . . . . . 101

PEoPlESoFtHeald College . . . . . . . . . . . . . . . . . . . . . . . .44Northeastern University . . . . . . . . . . . . . .96RJF International Corporation . . . . . . . . .52Schumacher Group . . . . . . . . . . . . . . . . . . .26

QUICkBookSGoAupair . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88Monster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95TacitLogic . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

SaPAnalog Devices . . . . . . . . . . . . . . . . . . . . . . .65Ashland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66Brady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10British Standards Institution . . . . . . . . . .36Cinterion . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38Esker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84ESRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14Honeywell . . . . . . . . . . . . . . . . . . . . . . . . . . .91KONE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94

Magma Design Automation . . . . . . . . . . .48Purolator . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22Sanofi Pasteur MSD . . . . . . . . . . . . . . . . . . .97Siemens . . . . . . . . . . . . . . . . . . . . . . . . . . 54, 98Tecan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58Zimmer Holdings . . . . . . . . . . . . . . . . . . . 102

SIEBElThomson Reuters . . . . . . . . . . . . . . . . . . . . .26

SSoAdvent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Brady . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39Schumacher Group . . . . . . . . . . . . . . . . . . .26

twIttERComcast-Spectacor . . . . . . . . . . . . . . . . . .12

107

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Adesa 62 •Advent 30 • •American Home Shield 63 • •AmericsourceBergen 64 • •Analog Devices 65 •Ashland 66 • •Atlanta Dental 31 •Author Solutions 32 •A .W . Hastings 68 •Awana 67 • •Bank of Cyprus Group 34 •BDB Payroll Service 8 •Bersin and Associates 69 •Blum Capital 35 •Boundless Network 70 •BP Solar 71 • • •Bracco 72 •Brady 10 • •Brocade 73 •British Standards Institution 36 •BuyTheCase .net 37 •Campus Fundraiser 74 •Chevy Chase Bank 75 •Cinterion 38 •Cisco 39 • •


CNS Response 40 •Comcast-Spectacor 12 •Configuresoft 76 •Crushpad 77 • •Dermalogica 78 • •Deutsche Bank 79 •Dolby 80 • • •Dow Jones 81 •Ellie Mae 82 • •EnerNOC 83 • •Esker 84 • •ESRI 14 •FICO 16 • •FIOS 42 • •Florida Family Insurance 85 •Fox Interactive Media 86 •GFT 87 •GoAupair 88 •Green River College 89 •Grizzard 90 •Heald College 44 • •Honeywell 91 •IKUSI 18 •IndigoVision 45 •Intrep 92 •

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Japan Post Network 46 • •Karl Strauss Brewing Company 93 •KONE 94 • •Lenox 47 •Magma Design Automation 48 • •Monster 95 •NetQoS 20 •Network Solutions 49 • •Northeastern University 96 •Pac-Van 50 •Purolator 22 • •Qualcomm 51 • •RJF International Corporation 52 •Sanofi Pasteur MSD 97 •Schumacher Group 24 • •Siemens 54, 98 •Stratus Technologies 55 •Synarc 56 •TacitLogic 99 •Tecan 58 •Thomson Reuters 26 • •TIBCO Software Inc . 59 •TransUnion 100 • •Yamaha Corporation of America 101 • •Zimmer Holdings 102 • •

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Technology

Transcript of Force.com integration-book-2009