Bridging the CRM User Adoption Gap with Server-side Integration Beyond Outlook Plug-in Synchronization Aldo Zanoni CEO and Managing Director Omni Technology Solutions Ext

Agenda 1.Accelerate SalesLogix Adoption by Solving the Last Mile User Adoption Gap Challenges 2.How Riva Transparent Synchronization Helps Solve the Last Mile Challenges 3.Riva Overview 4.Riva Screen Shots or Live Demo 5.Summary

What Causes the Last Mile User Adoption Gap? x

Last Mile Challenges – Audience Poll What are the causes of lack of adoption? –CRM doesnt align with business processes –Outlook plug-ins dont do what I need –CRM interface is clunky –Users dont want to change the way they work – Complexity (real or perceived) –Takes too much time (sales people arent paid for data entry) –Mobile phone integration challenges –Double data entry –Poor integration –Lack of management buy-in –Only one CRM instance –…–…

Going Beyond the Plug-in: Gap Users 1.Outlook Web Access users who need to synchronize 2.Mobile users who are so disconnected they cant benefit from the Outlook plug-in 3.Accounts with Macs or GroupWise that need to sync 4.Users who need to synchronise recurring appointments 5.iPhone, BlackBerry, Android, or ActiveSync users who would like to see their opportunities, cases, quotes on their devices

Identifying Gap Users 6.Users who need to synchronize with more than one instance of Dynamics CRM or with two different CRMs 7.Accounts with custom requirements or need to sync custom fields or categories 8.BPOS (Exchange On-line) users whose needs aren't being satisfied with the Outlook plug-in 9.Accounts where administrators want to control what gets synched to user accounts 10.Administration requirements that cant be met by the current options

What are some of the Plug-in Challenges? Need to be installed and maintained on your laptop, desktop and/or home machine A separate and different application needs to be installed on your BlackBerry, iPhone or ActiveSync mobile device Support issues caused by upgrading the desktop OS, version of Office, Exchange or version of Outlook Perceived complexity User frustration causes lack of adoption or poor adoption Limited to one instance of CRM No or little customization options

How Does Direct Server-side Synchronization Help Solve the Problem? Transparency - Simplicity Microsoft Outlook Microsoft Outlook, Outlook Web Access, BlackBerry, ActiveSync devices, Entourage for Mac, Mac Mail / iCal / Address Book and all GroupWise clients CRM

Allow me to live in my client and access and manage my CRM content. MANDATE TO THE RIVA DEVELOPER TEAM:

Exchange and GroupWise Think of Riva Integration Server as a bridge between...

Riva CRM Integrations...

Solution – Riva Integration Server

Three versions of Riva Riva on Premise: Install Riva on a Windows XP workstation or Windows server in your environment to synchronize multiple accounts. Riva Live: Riva offered in the cloud as SaaS. No hardware or software to install in your environment. Went live May 15, Riva Hosted: Available for hosted or CRM providers who want to offer Riva as a hosted solution to their customers.

Riva Live – Cloud Edition

#1 Criterion for User Buy-in? If the CRM application is not easy to use, it will not be used! If the application does not work the way users expect it to work, it will not be used! Time is the most precious commodity users have. Riva gives time back to your users. Riva gives users access to accurate and updated information inside the CRM or inside their client any time and anywhere. Ease of Use

Rivas Server-side Advantages No-touch TM integration (no software to install on clients) Transparent to Exchange, GroupWise and CRMs Compatible with hosted or on-premise CRMs and Exchange and GroupWise running on all server platforms No new infrastructure or firewall changes required Turns all clients into transparent integrated CRM clients with support for caching and remote modes Cluster-server compatible Excellent hardware disaster recovery options

Rivas Strongest Asset: Transparency Riva makes your clients an integral part of your CRM business processes Transparent, bi-directional synchronisation of appointments, phone calls, tasks, notes, address book contacts, accounts and organizations Transparent synchronisation of opportunities, quotes, sale orders, invoices, cases and others from CRM* to Exchange/Outlook and GroupWise. *Synchronised modules are CRM specific

Riva ConnectBar TM, AssignTo TM and SmartConvert TM Riva ConnectBar TM allows you to review and edit opportunities, quotes, projects and cases directly from your Exchange client. Riva SmartConvert Drop Folders TM allows users to drag- and-drop s into a SmartConver folder (from all Exchange clients). Riva converts the into a new opportunity, case, quote, etc. in your CRM. Riva AssignTo TM allows users to drag-and-drop s and automatically archive them against an existing CRM opportunity, case or quote. (The is archived into the history.) See:

Opportunity Folder Contains Representations of Your Opportunities

Omni ConnectBar – Link to Directly View or Edit Opportunity in CRM

SmartConvert TM Folders –

Riva Helps Close the User Adoption Gap: Highly scalable, server-to-server solution Transparent to end-users - no plug-ins or mobile applications to install and manage Resolves many of the causes of lack of adoption –CRM Interface is clunky –Problems caused by legacy Outlook plug-ins –Users dont want to change the way they work –Perceived complexity –Takes too much time –Doesnt work on my BlackBerry or iPhone –Double data entry –Poor integration

In Summary Single server-side installation - quick to deploy – no plug-ins to install on any client machines or mobile devices Support for multiple instances of CRMs – hosted or on premise Supports hosted or on-premise Exchange 2010, 2007, 2003 and GroupWise and 8 Supports ALL Exchange desktop and mobile clients including Macs Provides Advanced Smart Integration and interoperability with SmartConvert, AssignTo and ConnectBar Riva Live: Cloud-based CRM integration – try it on-line at:

Thank you! Aldo Zanoni CEO and Managing Director Omni Technology Solutions Ext Use our Contact Us link to get more information about Riva.Contact Us

Outlook, Entourage, Snow Leopard and GroupWise Client Screenshots

Mac Snow Leopard Opportunities Folder

Mac Snow Leopard SmartConvert

Mac Snow Leopard iCal

Mac Address Book

Mac Entourage CRM Calendar

Mac Entourage Opportunities

Riva Sync Policy Target

Riva Scheduling

Riva Address Books

Riva Calendar Settings

Riva Task Settings

Riva Other Settings

Riva SmartConvert Settings

Riva Assign To Settings

Riva Connection Option Settings

CRM Address Book in GroupWise ®

CRM Calendar in GroupWise ®

CRM Quotes, Opportunities, Cases …

Integrated CRM Dashboard View in GroupWise ®

Contact Integration – Microsoft CRM

Organization/Account Integration – Oracle CRM On Demand

Organization/Account Integration - SugarCRM

Task and Calendar Integration - Salesforce

Call, Appointment and Task Integration - GoldMine

Phone Call Integration –

Lead Integration - SageCRM

Opportunities Integration - Salesforce

Service Request (Case) Integration - Salesforce

Dashboard Views – and GroupWise ®