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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 $%olesalers
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Internal Sales es) 5 =iewed as t*e ;Command and Control Center<
Sales istribution Model 3 Internal Sales es)
Intermediaries Customers
NYLIM External Wholesalers
Key AccountsRep Service
IntermediariesCustomers
NYLIM Internal Wholesalers
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ustomer case stud,: New (or) *ife In+estments
ro$ide a consolidated calendar #orour internal sales des!, e9ternalreps and sales mana)ers8
12
N: SO*4TION:
(i$a syncs IBM Notes, IBM Notes ra
Sales#orce calendars /i5directionally8
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1-
!i+a: alendar integration
Meetin) wit* client
*one call wit* client
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14
!i+a: alendar integration
Meetin) wit* mana)er
eam sales meetin)
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ustomer case stud,: New (or) *ife In+estments
Sync speci#ic in/ound andout/ound emails #rom IBM Notesto C(M as completed tas!s8
1:
N:
6it* (i$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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ustomer case stud,: New (or) *ife In+estments
Sync contact email addresses #orsendin) out/ound emails #rom IBMNotes8 ilter contacts /y territory8
1H
N: SO*4TION:
(i$a syncs contact email addresses #
t*e IBM Notes contacts list8
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17
!i+a: ontact and lead integration
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20
!i+a: ontact and lead integration
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ustomer case stud,: New (or) *ife In+estments
Sync calendars, contacts and emailas close to real5time as possi/le8
21
N:
(i$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
'to IBM Notes = and >?@
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'
'to IBM Notes = and >?@
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4-
'to IBM Notes = and >?@
'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
'to IBM Notes = and >?@
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:2
'and IBM iNotes
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:-
S,nc Salesforce cases'
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:4
'to IBM Notes = and >?@
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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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