Busting Myths of On-Demand:Integration
Peter CoffeeDirector, Platform Researchsalesforce.com
Robert BallIntegrations LeadActivant Solutions
Randy BergerProcess Development ManagerSiemens Power Transmission and Distribution
More than a Browser
Myth: It’s hard to integrate with on-demand
systems
– The browser looks like a “glass wall”
– Access to other data and logic are important
Busted: On-demand integration is easier, faster,
and less risky
– Native connectors
– Enterprise middleware
– Web 2.0 “mash-ups”
Keys to Enterprise On-Demand
Business-oriented API
Synchronization as required
Scalable to high data volume
Open to data diversity
Mash-ups from AppExchange
Native Desktop
Connectors
Integration Partner
Ecosystem
Developer Toolkits
Native ERP Connectors
Agreement on Objectives
Integration of what?
– Data
– Logic
– User interface
Toward what end?
– Indefinite co-existence
– Legacy system consolidation
– Strategic move to on-demand development
Agreement on “Success”
Cost reduction
Performance achievement
Service-oriented architecture
Risk management
Governance improvements
Mash-ups from AppExchange
Native Desktop
Connectors
Integration Partner
Ecosystem
Developer Toolkits
Native ERP Connectors
1 2 3
Enterprise-ready ERP integration options
A comprehensive solution built on the Force.com Web Services API
Mash-ups from AppExchange
Native Desktop
Connectors
Integration Middleware Connectors
Developer Toolkits
Native ERP Connectors
Example 1: Native ERP ConnectorsSynchronization, Pre-Built Templates, and Packaged Transfomation
Activant – Increased Sales Productivity with Integration to Oracle 11iForce.com Connect for Oracle 11i and Fusion Middleware
ChallengeChallenge
Inconsistent view of customers across
multiple applications since salesforce.com
was implemented company-wide a year ago
resulted in reduced sales productivity
Sought to return sales productivity by
providing critical customer data to sales
teams through a single interface
Highly technical, resource intensive build of
integration versus vendor-provided
integration appliance
Inconsistent view of customers across
multiple applications since salesforce.com
was implemented company-wide a year ago
resulted in reduced sales productivity
Sought to return sales productivity by
providing critical customer data to sales
teams through a single interface
Highly technical, resource intensive build of
integration versus vendor-provided
integration appliance
SolutionSolution ResultsResults
Used Force.com ConnectOracle 11i, a native connector from salesforce.com, to synchronize customers across systems; including custom Oracle programs to enhance functionality
Customer master integration will serve as the springboard for process integration via Oracle Fusion BPEL manager
Next phases:
– Contacts
– Web Portal
– Install Base
– Items, Pricing
– Order Entry
Used Force.com ConnectOracle 11i, a native connector from salesforce.com, to synchronize customers across systems; including custom Oracle programs to enhance functionality
Customer master integration will serve as the springboard for process integration via Oracle Fusion BPEL manager
Next phases:
– Contacts
– Web Portal
– Install Base
– Items, Pricing
– Order Entry
Higher sales productivity
Sales can now access critical ERP data via
Salesforce
Reduced time per sales call
Synchronized Customer Master across front
and back office
Highly reliable, hybrid solution installed in
minimal time under budget.
Higher quality data, better communication
between Sales and Finance departments
Higher sales productivity
Sales can now access critical ERP data via
Salesforce
Reduced time per sales call
Synchronized Customer Master across front
and back office
Highly reliable, hybrid solution installed in
minimal time under budget.
Higher quality data, better communication
between Sales and Finance departments
Salesforce Oracle 11i
Activant – Who are we
Systems IntegratorLeading provider of POS/ERP solutions for medium sized businesses in four vertical markets: Hardware Stores, Auto Parts, Lumber/Building, Wholesale Distribution. Revenue = $500 million/year. Approximately 400 sales reps.
Complete Solutions ProviderIntegrate the hardware, OS, database, apps software, connectivity, content, and services to be the “IT Department” for our customers.
Steep Growth CurveSeveral acquisitions per year ($50 million - $200 million companies).
Most Sales to Existing CustomersOver 2/3 of sales revenue comes from existing customers. Approx. 2/3 of total revenue comes from recurring fees (license, content subscription & services).
Activant Solutions Inc. – Livermore, CAActivant Solutions Inc. – Livermore, CA
Activant – ERP Integration Challenge Faced
Business ChallengesBusiness Challenges
Change processes in Finance to maintain
needed data on Oracle
Persuade sales reps to allow Oracle to
overwrite “their” data
Transformation business logic
Synchronize the meaning of data items
Develop feedback channels (Sales – Finance)
Key New Accounts (KNA) process
Change processes in Finance to maintain
needed data on Oracle
Persuade sales reps to allow Oracle to
overwrite “their” data
Transformation business logic
Synchronize the meaning of data items
Develop feedback channels (Sales – Finance)
Key New Accounts (KNA) process
Technical ChallengesTechnical Challenges
Data denormalization issue
– “Safety Net” concurrent requests
– Packing multiple data items into a single descriptive flexfield
Oracle Business Event system (Workflow)
– Implementing changes
– Overloading
KNA Process
– Oracle descriptive flexfield Salesforce workflow
Implementation strategy
– Comparing Oracle & Salesforce data
– Phased go-live using data load utility
– Temporary Salesforce workflow
Data denormalization issue
– “Safety Net” concurrent requests
– Packing multiple data items into a single descriptive flexfield
Oracle Business Event system (Workflow)
– Implementing changes
– Overloading
KNA Process
– Oracle descriptive flexfield Salesforce workflow
Implementation strategy
– Comparing Oracle & Salesforce data
– Phased go-live using data load utility
– Temporary Salesforce workflow
Activant – Solution - Roadmap
1 Business AnalysisThis is critical! - Much of Activant’s was already done as a result of legacy integration, and initial salesforce data load. Activant had additional work resulting from legacy system data not being on Oracle yet.
Develop on Oracle FirstThe ERP effort is bigger, more risky and has more “red tape.” Salesforce development & Force.com Connect development is much smaller – more fun.
Have Sales Sign Off on the DataShow them the differences between what’s in Salesforce now and what Oracle will overwrite with. Work through the differences until Sales is satisfied before implementing.
Go Live in Phases (if Possible)By coupling data signoff with Go Live, the process is smoother. By implementing in phases it is more manageable.
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3
4
Activant – Benefits
Increased Sales & Finance ProductivityHidden cost of sales having to “look up” information eliminated, especially when it required calling someone. Finance gets better feedback and can get the data correct quicker (less back & forth).
Team SpiritBefore, Sales complained about the data that Finance maintained and their responsiveness. Now it’s a partnership and Sales shares responsibility for data accuracy.
Better ReportingBy having the data synchronized, reporting on Oracle & Salesforce data together is easy.
More Accurate Data / CommunicationWith the feedback loop, The Oracle data is more accurate. Finance uses the integration to communicate needs about customers to Sales.
Easy to Monitor & MaintainOracle alerts & Salesforce workflow notifications provide electronic alerts, often before problems occur.
Example 2: Integration Partner Ecosystem Force.com Connect Category on the AppExchange
Data Integration
Integration Appliances
Middleware
Composites
SOA
Certified connectors to more than 30 integration middleware partners
Document Management
SIEMENS Business Overview
PowerTransmission andDistribution
LightingAutomation and Control
Information andCommunications
Power Transportation Medical
OSRAMAutomation andDrives
Industrial Solutions and Services
Communications 1
Siemens BusinessServices
Power Generation TransportationSystems
Siemens VDOAutomotive
Medical Solutions
Siemens Building Technologies
28.5%19.7%
19.3%
9.8%
17.3%
5.4%
1) Since Oct.1, 2006 represented by Siemens Networks GmbH Co. KGand Siemens Enterprise Communications GmbH & Co. KG
PowerTransmission andDistribution
TurboCare
$6B annual Global sales
18,000 employees
#2 global market share
Our ERP & CRM Environment
Salesforce.com
– 550 seats across three Operating Companies
– Used for joint sales force in North America
SAP
– System of Record for SPTD
– Order Mgmt – Financials - Purchasing
ERP Integration Challenge Faced
Business processes not yet fully harmonized
Business Warehouse not in place yet
High demand for reporting key business performance
Limited in-house developer support
WANTED:
Visibility of pipeline through shipment in one place
Integration without code development!
Possible Options
Custom Code– Quick but dirty
– Too programming intensive
– Difficult to modify as needs changed
Traditional Integration Tools– Too costly
– Long learning curve
– No native salesforce.com connectivity
Integration Appliance– New technology
– Configuration-based approach
– Built-in salesforce.com & SAP Connectivity
Solution - Roadmap
Product Master
Pricing Master
Invoicing/Billing Master
Order Master
Invoicing/Billing Master
Product Master
Cast Iron Integration Appliance
Customer MasterCustomer Master
Benefits & Lessons Learned
Integration strategy follows CRM platform strategy
– No Software, no development, rapid deployment, easy to change
Make simplicity a “must-have” while reviewing implementation options
– Choose Simple solutions, not build-it-yourself tools
– Cast Iron platform approach was the correct decision for us
Clearly define the business and technical requirements up front
– Key to rapid deployment is agreement up front
Start simple… and deliver quick results
– Support for first project success was critical
– Build on initial experience
Never underestimate the "Ahhh Factor"
– Success is contagious!
Thousands of Customers Integrate with salesforce.com Every Day Now Serving Over 1 Billion API Integration transactions per Month
Integration Best Practices
Partner with Business – Understand the Processes
Choose Approach Based on Cost vs. Benefits
Look for great partners – Buy vs. Build
Target Quick Wins
Plan for Growth
Thank you!