Hybrid IT: The Importance of Integration to Salesforce Success
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Transcript of Hybrid IT: The Importance of Integration to Salesforce Success
Hybrid IT: The Importance of Integration to Salesforce Success
IT Professionals
Darren Cunningham, Informatica Cloud
Andrew Bartels, PSA Insurance & Financial Services
Martijn Hoppenbrouwers and Don Franklin, Topcon
Mark Silber, Qualcomm
Session Agenda
Hear from IT leaders about their Salesforce integration
strategy– Andrew Bartels, PSA Insurance & Financial Services
– Martijn Hoppenbrouwers, Topcon
– Mark Silber, Qualcomm
Gain insight into best practices and outcomes
Discuss potential pitfalls and recommended next steps
www.InformaticaCloud.com
Visit us @ Booth #1115Tweet: #DF11 @infacloud to Win
Enterprises procuring more
Cloud solutions
Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”
Do you know how many SaaS apps you have
running in your company?
Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”
Enterprises procuring more
Cloud solutions
To be valuable, they must
integrate with other systems
• To make into a whole by bringing all parts together; unify
• To join with something else; unite
Cloud Adoption Requires Data IntegrationBut the right approach to integration must be established early…
From SaaS Sprawl to SaaS Spaghetti?
Cloud Adoption Requires Data Integration“No Software” does not mean “No Integration”
Value of Cloud deployments
maximized when integrated
with other systems
Greater Adoption
More Business Value
Stronger Connection
Welcome to Hybrid ITRequires cloud to ground and cloud to cloud integration
YourNew
ITOrg
SaaS PaaS IaaS
YourCompany
Mainframe
CustomApplication
CustomApplication
CustomApplication
CustomApplication
CustomApplication
Andrew Bartels
Director of IT
PSA Insurance & Financial
Services
Twitter: @adb1146
About PSA Insurance & Financial Services
PSA is a diversified insurance
and financial services provider – Practice areas
– P&C Insurance Broker
– Employee Benefits Consulting
– Retirement Plan Services / Fiduciary Consulting
– Wealth Management
Headquartered in Hunt Valley, Maryland– Satellite offices in DC Metro & SE PA
150 Associates
Revenue $30 million
Recognized as a “Top 100 Broker” in US
The Normal Industry Model
PersonalInsurance
Wealth Management
P&C Insurance
Retirement Plan
Employee Benefits
Business Owner / Executive
The PSA Differentiator
Wealth Management
P&C Insurance
Retirement Plan
Employee Benefits
Business Owner / Executive
PersonalInsurance
Growth is good…buuuut
PSA has grown primarily through acquisition– Result - multiple silos of transactional data
– Result - critical customer information was hidden or hard to
access
Our Challenge
Translate complex account & remuneration logic from AMS to Salesforce
• Create campaigns • Identify cross sell opps• Targeted marketing
Enhance Client relationship visibility
Solution
Salesforce has actually been implemented twice at PSA
2nd Implementation – Full Integrated CRM in 2011– Outcome: Currently used by 61 associates everyday
– Fully integrated into day to day work flows across all
business practices
1st Implementation - Stand alone CRM in 2009– Outcome: Low levels of adoption
Solution
Scalability Reliability
Adopted a “Workflow first approach” within a very “inclusive” and highly
“agile” development process.
Flexibility
Our Approach: We Had to Become “Cloud First”
Business Continuity
Disaster RecoveryScalability
Requirements for new solutions:
Other systems?
– Compliance
– BI in the cloud
– DR in the cloud
– Backup to the cloud
Topography
AMS360
SQL
SF DatabaseSQL
[Data Cleaning]
SQL ConnectorFlat File
Connector
Informatica Cloud
Web Services
Salesforce
Web Services
Connector
• AWS Disaster Recovery• S3 Backup / Zmanda• GoodData BI / Dashboards
• Jigsaw• BranchIT• Cloud Extend
Integration @ Work Example 1
Integration @ Work Example 2
Results
Metrics
– Currently no more than 10% to 15% of our customer base is cross sold
– Prior to integrating our backend data into SF this was even a hard metric
to ascertain
– Deploying Informatica Cloud and Salesforce has opened the door to
almost infinite possibilities
Impact on the Salesforce Implementation
Lessons Learned:
– Importance of salesforce.com as a PARTNER
– Resilience of Informatica Cloud
– Automated Complexity (Account > Opportunity Split Ownership)
– Cross Platform Workflows (AMS <> Salesforce)
Key Benefits:
– Much greater visibility into data
– Ability to create cross sell campaigns based
on client data
– Effective tracking and forecasting of new revenues
Feedback from Execs:
“For the majority of my career, I’ve been seeking a solution that brings
together all of the information from our numerous disparate systems
into one easy-to-use interface. For us, having our information in
such a reportable and accessible fashion is the Holy Grail. With
our new abilities, we’ll be able to both serve our clients better and
enhance our revenues though more efficient and smarter cross-selling
and account rounding initiatives.”
Chip Lewis, PSA Managing Director
What’s Next?
Integration with our
strategic partners
Informatica Cloud
Integration with our
primary Employee
Benefits Application
Integration with
Wealth Management
data
Lesson’s Learned
Understand your Workflows
What data do I need to collect?
Make sure everyone that needs to be in the room is during
the design phase
Make sure you have a great Partner
00
Big Shout Out
To…
Don Franklin
IT Project Manager,
Topcon Positioning Systems
Martijn Hoppenbrouwers
Sr. Manager of Business
Applications
Topcon Positioning Systems
About Topcon
Founded in 1932: Tokyo Optical Instrument Company
World leader in Precision Measurement and Positioning
Solutions
Consolidated sales of approx $1.4 Billion in 2008
Toshiba Corporation is major shareholder
3 Major Business Units: – FineTech
– Eye Care
– Positioning
Our Challenge
Move all global support, service and repair operations
to one system– Operations cover multiple companies, locations and time zones
Master data from three separate ERP systems to be
integrated into one service solution
Solution: Service Cloud and Informatica Cloud
Selection of cloud was easy!– We need global coverage and would not be able to reach this
level of performance and scalability on premise
Salesforce.com for Support and Service
Informatica Cloud for integrations
Informatica Cloud @ Work:Integration of Accounts, Products, Install Base, Inventory and Sales
Results
Live on time and on schedule
Continuous rollout to other locations and companies in
the Topcon Family
Results: Mobile Exec Dashboards
Requirements– Anytime, Anywhere
– Secure
– Real time
– Easy to use
– KPI: Status vs Target
(Daily and Monthly)
Using dashboards, Salesforce
mobile lite, feeding Sales and
Shipments information via
Informatica Cloud
Data from Multiple Sources
What’s Next?
2011 Integrations and Reporting with SAP
2012 Continued rollout of Portals
2012 Introduction and rollout at Topcon family
Lessons Learned
Integration was key to the success of Salesforce– Integration and consolidation of information are valuable targets
Learn to become self sufficient on both Salesforce and
Informatica– Combination of the two = true application platform
Mark Silber
IT Architect
Qualcomm Incorporated is the world leader in next-generation mobile technologies
•INDUSTRY: High Tech
•SALES: $11B
•EMPLOYEES: 17,000+
•GEOGRAPHY: 139 Worldwide Locations
•HQ: San Diego, California
Our Challenge
Outgrew Salesforce.com Apex
Data Loader
Rapidly changing business and
integration requirements
Resource challenged for
building integrations with our
existing tools
And …….
We couldn’t give our users 8 monitors
Solution
Replaced Apex Data
Loader with Informatica
Cloud in 2009
Built dozens of
integrations
No fuss – upgrades
automatically
Also have TIBCO, Oracle
BEPL, Informatica on
premise
From this …
To this …
What do we integrate?
Oracle Customer Master, Shipments,
AR Aging
Salesforce Opportunities to Oracle
Demantra for forecasting
Employees, departments and locations
(from our internal directory to Salesforce
as Contacts and custom objects)
Other business data from internal
systems
Salesforce to Salesforce
Custom Apps
Use Case: Salesforce Sandbox Refresh
Need to populate empty Salesforce sandboxes with
limited production data
Before Informatica Cloud manually export and import
data using Apex Data Loader
Configured Informatica Cloud to move the data
automatically using Task FlowsActive Accounts
Contacts Support Alerts
NMC Accounts
Connection Types
Originating Numbers
SU Summary
NMC Splits
4 hours of manual effort for every sandbox data refresh
4 hours to build the integration in Informatica Cloud
10 minutes to run with just 1 button click
Before you move data to Salesforce, ask the
right questions …
Does the data need to be in Salesforce?
Need to include the data in dashboards and reports?
Need workflow / approvals on the data?
Need Mobile access (via Salesforce mobile)?
Need to display in lists versus on a single record?
Is the data reliable and accurate?
Data mash-up from external system too slow/complex?
Results
Having all relevant data in Salesforce has drastically
improved core business processes and increased user
adoption
Users only have to look in one place to get the answers
they need about our customers
Integrating the data has enabled key business
processes to be developed in Salesforce
Business analysts can prototype and develop
integrations without having to rely on scarce IT
integration development resources
Questions & Answers
Andrew Bartels
IT Director, @adb1146
Martijn Hoppenbrouwers
Sr. Manager of Business Applications
Mark Silber
Darren Cunningham
IT Architect, @SalesforceGuru
VP Marketing, @dcunni
Visit us @ Booth #1115Tweet: #DF11 @infacloud to Win
Visit Us @ Booth #1115www.InformaticaCloud.com
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