IBM Connect 2014 Riva Case Study

8/19/2019 IBM Connect 2014 Riva Case Study

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© 2014 IBM Corporation

SPOT110: IBM Notes andSalesforce Integration

Customer Case Study Art Altman, Director, New or! "i#e In$estments

Aldo %anoni, C&', (i$a C(M Inte)ration


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Agenda

Customer relations*ip mana)ement+ -. /illion industry /y 201 artner3

*e critical role o# inte)ration in C(M success Customer case study+ New or! "i#e In$estments

Bene#its o# ser$er5side C(M and email inte)ration

C(M and email systems supported /y (i$a

(i$a /y t*e num/ers

6*at (i$a syncs /etween C(M and IBM Notes

(i$a screens*ots #or IBM Notes 7

2


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One of fastest-growing segments of business so

Customer relations*ip mana)ement so#tware is one o# t*e #astest5)rowin) se/usiness so#tware8 artner e9pects t*e C(M industry to reac* -.8: /illion /

C(M systems *elp you !eep trac! o# customers and mana)e interactions witt*ey mo$e t*rou)* complicated sales cycles8

&ase o# use and inte)ration wit* /usiness processes *elp dri$e C(M adoptiosatis#action8

Many companies still try to trac! customers in s*ared spreads*eets or ot*er

*is approac* /ecomes unwieldy as you try to scale8

*ere are only 20 million users o# commercial C(M today compared to at leamillion people wit* customer5#acin) roles in sales, support, and mar!etin)81

-

Source: ;Su)arC(M C&' Au)ustin on *is 2014 'utloo! and "imitations o# t*e Cloud8< Silicon =alley Business >ournal8

*ttp+??www8/i@ournals8com?sanose?news?201-?12?2-?su)arcrms5larry5au)ustin5tal!s5mar!et8*tml


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!M trends in "01#: $%at&s coming'

4

!M

Bi) data and

predicti$e analytics

&nterprise

social media

integration

ami#ication

Integrated

mar!etin) automation

Better integration o# cross5c*

customer en)a)ement

Custom mo

are more clos

wit* /usine

Mo/ile s

Di##erentiat

customer e9per

Platform integrations

&(, #inancials, CM,

email systems, data/ases,

orce8com3


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T%e critical role of integration in !M success

;ItEs a/out t*e *etero)eneous processFlin!in) apps to)et*er in a seamless t*at is a /usiness process and not simply an attempt to automate data retrie$

;o ac*ie$e t*is, inte)ration at t*e plat#orm le$el is reGuired8 *is is w*y comas 'racle, Sales#orce8com, Microso#t, and 6or!day are all announcin) inte)amon) t*eir plat#orms8 *e plane on w*ic* $endors compete is s*i#tin) #rom to processes8<

;*ey need to /e a/le to s*ow enterprise customers t*at t*eir plat#orms are e

and can play wit* t*e ot*er /i) /oys, /ecause one company will not own t*e

:

Source: ;New ear, New Strate)ies< DestinationC(M8com

*ttp+??www8destinationcrm8com?Articles?&ditorial?Ma)a@ine5eatures?New5ear5New5Strate)ies57-24H8asp922


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.

New (or) *ife In+estments

Customer Case Study


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ustomer case stud,: New (or) *ife In+estments

New or! "i#e In$estments is an indirect, w*olly5owned su/sidiary o#New or! "i#e Insurance Company8

New or! "i#e In$estments *as 40 /illionJ in assets under mana)ementand it ser$es a $ariety o# sectorsFretail, institutional, /undled de#ined contri/and de#ined /ene#it, and )uaranteed products8

New or! "i#e In$estments is t*e 27t*5lar)est asset mana)ement #irm in t*e K

eadGuartered in New or!, N wit* maor locations in New or! , N,

arsippany, N>, 6estwood, MA, and C*ica)o, I"8

'$er 2,000 employees8

As of No+ember. "01/


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Introduction to our Sales istribution Model

Intermediaries

'ur products are sold t*rou)* re)istered intermediaries includin)+

"ar)e wire5*ouse /ro!ers national and #ull ser$ice3

inancial Ad$isors re)ional3

(e)istered In$estment Ad$isors Independent3

New or! "i#e A)ents

H

Customers


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Introduction to our Sales istribution Model

Sales Distri/ution includes colla/oration amon)+

Internal Sales Des!+ Internal 6*olesalers3

6*olesalers &9ternal sales #orce3

Ley Account Mana)ers

7

Intermediaries Customers

NYLIM External Wholesalers

Key AccountsRep Service

IntermediariesCustomers

NYLIM Internal Wholesalers


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2ternal $%olesalers ;'ut in t*e #ield< meetin) wit* (eps in t*eir territories

to educate t*em on our #unds

Sales istribution Model 3 2ternal $%olesalers


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Internal Sales es) 5 =iewed as t*e ;Command and Control Center<

Sales istribution Model 3 Internal Sales es)

Intermediaries Customers

NYLIM External Wholesalers

Key AccountsRep Service

IntermediariesCustomers

NYLIM Internal Wholesalers


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ro$ide a consolidated calendar #orour internal sales des!, e9ternalreps and sales mana)ers8

12

N: SO*4TION:

(i$a syncs IBM Notes, IBM Notes ra

Sales#orce calendars /i5directionally8


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1-

!i+a: alendar integration

Meetin) wit* client

*one call wit* client


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14

!i+a: alendar integration

Meetin) wit* mana)er

eam sales meetin)


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Sync speci#ic in/ound andout/ound emails #rom IBM Notesto C(M as completed tas!s8

1:

N:

6it* (i$a, you can select w*ic* ema

to sync #rom IBM Notes to Sales#orce

SO*4TION:


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1.

!i+a: mail integration 5recei+ed and sent items6

"o) emails to C(M


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1

!i+a: mail integration

=iew completed email tas!s


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Sync contact email addresses #orsendin) out/ound emails #rom IBMNotes8 ilter contacts /y territory8

1H

N: SO*4TION:

(i$a syncs contact email addresses #

t*e IBM Notes contacts list8


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17

!i+a: ontact and lead integration


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20

!i+a: ontact and lead integration


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Sync calendars, contacts and emailas close to real5time as possi/le8

21

N:

(i$a is con#i)ured to sync automatica

e$ery : minutes8

SO*4TION:


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22

!i+a: Administration console

Set (i$a sync inter$al


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2-

!i+a: Administration console

S*ow e$ent monitor

Set pea! time set


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24

!i+a +ent Monitor

=iew sync pr


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!i+a 3 7ault Tolerant Im8lementation at New (or)

2:


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!i+a im8lementation at New (or) *ife In+estment

2.

-1112

2

Current num/er o# (i$a users at New or! "i#e In$estments8

Num/er o# Notes Mail data/ases t*at (i$a

is connected to at New or! "i#e In$estments8

Num/er o# IBM Domino ser$ers used /y (i$a one #or roduction,one #or ailo$er38 New or! "i#e5supported Domino $ersions include

Domino ser$er $ersion H8:8- and t*e client is H8:828


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2

!i+a !M Integration

Ser$er5side C(M inte)ration#or IBM Notes and Domino

$% did N ( ) *if I % !i 9


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$%, did New (or) *ife In+estments c%oose !i+a9Ser$er5side sync*roni@ation

2H

S t d l d d i !M t


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Su88orted cloud and on-8remise !M s,stems

27

Sales#orce ro#essional

Sales#orce &nterprise

Sales#orce Knlimited

Sales#orce De$eloper

Sales#orce orce8com

Sales#orce ortal

Microso#t Dynamics C(M 201-

Microso#t Dynamics C(M 2011

Microso#t Dynamics C(M 480

Microso#t Dynamics NA=

'racle Sales Cloud

'racle C(M 'n Demand

Su

Su

Su

Su

Su

Sa)e C(M ro#essional Cloud

Sa)e C(M 'n5remise 80

Sa)e C(M 'n5remise .80

Saleslo)i9 Cloud

Saleslo)i9 'n5remise H80

Saleslo)i9 'n5remise 80

Saleslo)i9 'n5remise .80

o

o

o

NetSuite C(M

S t d il t li t d bil d


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Su88orted email s,stems. clients. and mobile de

-0

IBM Notes and DominoIBM SmartCloud #uture support3

IBM Notes Tra+eler

BS for Notes

&9c*an)e 201-&9c*an)e 2010

&9c*an)e 200

&9c*an)e 200-

2c%ange Acti+eS,nc

BS for 2c%ange

NN

N

N

N

B

'utloo! 201-

'utloo! 2010

'utloo! 200

'utloo! 200-

'utloo! 6e/ App

'utloo! on Citri9

'utloo! on erminal Ser$er

'utloo! 2011 #or Mac

Apple Mail Mac 'S O3

&ntoura)e 200H #or Mac

&ntoura)e 2004 #or Mac

All mo/ile de$icesP

'##ice -.:

'utloo! 201-

'utloo! 2010

'utloo! 200

'utloo! 200-

'utloo! 6e/ App

'utloo! on Citri9

'utloo! 2011 #or Mac

Apple Mail

&ntoura)e 200H and 2004

All mo/ile de$icesP

N

A

IBM Notes 7

IBM Notes H

IBM Notes

IBM Notes .

IBM Notes #or Mac

IBM Notes on Citri9

IBM Notes #or "inu9

IBM iNotes All mo/ile de$icesP

'##ice -.:&9c*an)e 'nline

osted &9c*an)e

2c%ange Acti+eS,nc

BS for 2c%ange

N t l i bil t i t ll


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No se8arate 8lug-ins or mobile a88s to install or

-1

$indows des)to8s and la8to8s Mac des)to8s and la8to8s


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$%at !i+a s,ncs between !M and IBM Notes

-2

J Custom con#i)urto sync t*ese o/

!i+a +alue 8ro8osition


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!i+a +alue 8ro8osition

!eliable. ser+er-side s,nc%roniation

No IBM Notes or Outloo) 8lug-ins to install, con#i)ure, or mana)e

Supports all IBM Notes, &9c*an)e, '##ice -.:, and roup6ise email clients Nati+e mobile !M integration iad, i*one, Android, Blac!Berry, 6indow

S,ncs more !M data t*an most IBM Notes and 'utloo! plu)5ins e8)8, cus

Ad$anced email trac!in) capa/ilities #rom des!tops and mo/ile de$ices3

entralied user management wit* support #or comple9 messa)in) en$iron

!ule-based s,nc 8olicies controls w*at (i$a syncs #or di##erent users and )

Time-sa+ing email5to5opportunity and email5to5case #eatures

Im8ro+es !M ado8tion and satis#action t*rou)* /etter, seamless inte)rati

--

!i+a b, t%e numbers


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!i+a b, t%e numbers

-4

H0010

20

200H0

200H

Num/er o# (i$a 'n5remise

and (i$a Cloud customers

Num/er o# maor /an!s

t*at use (i$a

Num/er o# ortune :00companies t*at use (i$a

otal num/er o#

partners and res

(e$enue )rowt*

ear we launc*e


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-:

Screens%ots

Sales#orce inte)ration #or IBM Notes and Domino

S,nc Salesforce contacts and leads


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-.

S,nc Salesforce contacts and leads'

to IBM Notes = and > @


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-

'to IBM Notes = and >?@

and IBM iNotes


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-H

'and IBM iNotes

S,nc Salesforce accounts


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-7

S,nc Salesforce accounts'

to IBM Notes = and > @


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40


and IBM iNotes


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41

'and IBM iNotes

S,nc Salesforce calendar e+ents'


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42

S,nc Salesforce calendar e+ents'



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4-


'and IBM iNotes


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44

'and IBM iNotes

S,nc Salesforce tas)s'


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4:

,

'to IBM Notes = and >?@ To o lists


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4.

'and IBM iNotes To o lists


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4

S,nc IBM Notes emails to Salesforce'


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4H

,

S,nc IBM iNotes emails to Salesforce'


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47

,

IBM Notes emails logged in Salesforce


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:0

S,nc Salesforce o88ortunities'


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:1



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:2

'and IBM iNotes


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:-

S,nc Salesforce cases'


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:4



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::

S,nc Salesforce custom obects to IBM Notes = a


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:.

!i+a Smartreate: reate Salesforce accounts and


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:

'from IBM Notes = and >?@


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:H

!i+a Smarton+ert: reate Salesforce o88ortunities a


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:7

'from IBM Notes = and >?@


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.0

!i+a AssignTo: Trac) emails against !M obects


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.1

'from IBM Notes to Salesforce


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.2


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.-

uestions and Answers


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Access Connect 'nline to complete your session sur$eys usin) any+ 6e/ or mo/ile /rowser Connect 'nline !ios! onsite

.4

Ac)nowledgements and isclaimers


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.:

© Copyright IBM Corporation 2014. All rights reserved.

U.S. Government Users estri!ted ights " Use# d$pli!ation or dis!los$re restri!ted %y GSA A&' S!hed$le Contra!t (ith IBM Corp.

IBM, t*e IBM lo)o, i/m8com, IBM Notes, IBM Domino, and IBM Notes ra$eler are trademar!s or re)istered trademar!s o# International Business Mac*inStates, ot*er countries, or /ot*8 I# t*ese and ot*er IBM trademar!ed terms are mar!ed on t*eir #irst occurrence in t*is in#ormation wit* a trademar! sym/oindicate K8S8 re)istered or common law trademar!s owned /y IBM at t*e time t*is in#ormation was pu/lis*ed8 Suc* trademar!s may also /e re)istered orot*er countries8 A current list o# IBM trademar!s is a$aila/le on t*e 6e/ at ;Copyri)*t and trademar! in#ormation< at www8i/m8com?le)al?copytrade8s*tml

Sales#orce8com, Microso#t, Sa)e, 'racle, New or! "i#e, Saleslo)i9, oldMine, NetSuite, (i$a C(M Inte)ration, '##ice -.:, Blac!Berry, iad, i*one, Andproduct, or ser$ice names may /e trademar!s or ser$ice mar!s o# ot*ers8

A+ailabilit,8 (e#erences in t*is presentation to IBM products, pro)rams, or ser$ices do not imply t*at t*ey will /e a$aila/le in all countries in w*ic* IBM ope

*e wor!s*ops, sessions and materials *a$e /een prepared /y IBM or t*e session spea!ers and re#lect t*eir own $iews8 *ey are pro$ided #or in#ormationaintended to, nor s*all *a$e t*e e##ect o# /ein), le)al or ot*er )uidance or ad$ice to any participant8 6*ile e##orts were made to $eri#y t*e completeness and acontained in t*is presentation, i t is pro$ided AS5IS wit*out warranty o# any !ind, e9press or implied8 IBM s*all not /e responsi/le #or any dama)es arisin) outrelated to, t*is presentation or any ot*er materials8 Not*in) contained in t*is presentation is intended to, nor s*all *a$e t*e e##ect o#, creatin) any warranties its suppliers or licensors, or alterin) t*e terms and conditions o# t*e applica/le license a)reement )o$ernin) t*e use o# IBM so#tware8

All customer e9amples descri/ed are presented as illustrations o# *ow t*ose customers *a$e used IBM products and t*e results t*ey may *a$e ac*ie$ed8 Aper#ormance c*aracteristics may $ary /y customer8 Not*in) contained in t*ese materials is intended to, nor s*all *a$e t*e e##ect o#, statin) or implyin) t*at will result in any speci#ic sales, re$enue )rowt* or ot*er results8
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IBM Connect 2014 Riva Case Study

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