Integration Made Easy: Faster, Easier, and Less Risky Best Practices for Integration Success

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Integration Made Easy Faster, Easier, and Less
Risky Best Practices for Integration Success
Track Administrators

• Robert Moore, Dell
• Sherry Christian, ESRI
• Kathie Turner, ESRI
• Liza Dunham, salesforce.com
• Srini Konakella, salesforce.com
• Caleb Sidel, salesforce.com

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Mega Agenda so little time!

• Key Take Aways
• Integration Options Basic Overview
• Customer Example 1 ESRI
• Customer Example 2 Dell
• Additional Resources
• QA

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Key Take Aways

• The 5 Ways
• What are the 5 ways to integrate your Force.com
  data with your existing applications
• Say NO to Silos
• Dont let your Salesforce CRM data become another
  silo of customer information integrate!
• Performance
• Integration with Force.com is secure, reliable
  and fast (high-performance)
• Its totally doable
• Many customers have successfully integrated with
  Force.com

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Flexible Options for Integration Success
Native ERP Connectors
Native Desktop Connectors
Integration Middleware
Mash-ups from AppExchange
Developer Toolkits
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Native ERP ConnectorsReady-to-deploy customer
master synchronization
Native connectors for SAP R/3 and Oracle
11i Pre-built customer-master integration Packaged
Transformations to Customer Records
Force Platform Connect for Oracle 11i
Force Platform Connect for SAP R/3
Salesforce customer data
Bi-directional synch
ERP customer data
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2. Integration MiddlewareIntegration Data
Management Category on AppExchange
Middleware
SOA
Document Management
Integration Appliances
Composites
CTI
Data Integration
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3. Developer ToolkitsEasily build custom
integrations w/ existing tools

• Freedom to develop highly custom integrations
• Leverage existing language and IDE experience
• Interact with Salesforce data via the Force
  Platform Web Services API
• Access toolkits and free developer edition
  accounts on the Force.com Developer Network

http//www.salesforce.com/developer
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4. Force.com AppExchange Pre-packaged
integrations available on demand
Over 800 integrated applications and
components Pre-packaged, point-to-point
integrations Deploy integrations with the click
of a mouse Only possible with multi-tenant
architecture
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5. Native Desktop Connectors Pre-built plug-ins
available from Set-up Menu

• Force.com Connect for Outlook
• Seamless email integration with Microsoft Outlook
• Force.com Connect for Lotus Notes
• Seamless email integration with Lotus Notes
• Force.com Connect for Office
• Generate salesforce reports in Microsoft Excel
• Build dashboards with Excel pivot tables and
  charts
• Force.com Connect for Office
• Easily incorporate salesforce data in Microsoft
• Create sophisticated mail merge templates

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Flexible Options for Integration Success
Native ERP Connectors
Native Desktop Connectors
Integration Middleware
Mash-ups from AppExchange
Developer Toolkits
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Sherry Christian Project Manager Kathie
Turner Sales Operations Manager
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Topics

• ESRI and our business
• Business challenge
• Causes / Conditions leading to challenge
• Impact on business and operations
• Our solution
• The architecture of our solution
• Positive impacts on our business

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ESRI, IncThe World Leader in Geographic
Information Systems
General Overview ESRI software is used in more
than 300,000 different enterprise sites around
the world including each of the 200 largest
cities in the world, most national governments,
more than two-thirds of Fortune 500 companies,
plus more than 7,000 colleges and universities.

• INDUSTRY Software Technology
• EMPLOYEES over 2,500 worldwide
• GEOGRAPHY Global
• USERS Over 2 million users
• PRODUCT(S) USED Salesforce CRM SFA

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Business challenge

• Difficult to get a comprehensive view of
  everything our organization knows about our
  customers

• Sales activities
• Order fulfillment
• Support incidents
• Reported defects
• Product licensing
• Maintenance
• Payment history

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Conditions leading to our challenge

• Global customer base of 2M users
• Many teams support our users
• Several business systems used to capture and
  maintain customer information

Salesforce CRM
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Impact on Business and Operations

• Time consuming to answer routine questions
• Reacting to customer challenges with no
  information or knowledge ahead of time
• Impacts perception of customer service

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Solution (business side)

• Make it easy
• Turn information into knowledge customer health
• Provide access from anywhere

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Solution 360 View
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Solution (IT side - Architecture)
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Solution Detail View

• Dynamic links to other sites for more information
  (ex tracking info)

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Impact on Business

• Improved visibility
• Increased productivity
• Increased customer service

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Robert Moore Sr. Solution Architect, Dell Caleb
Sidel Technical Architect, salesforce.com
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All About Dell
Dell is an industry leader in providing products
and services which simplify IT for customers
globally.

• INDUSTRY High Tech
• EMPLOYEES 82,000
• GEOGRAPHY Global
• USERS 25,000
• PRODUCT(S) USED Salesforce CRM SFA, PRM, Ideas,
  2 downloaded AppExchange applications (includes
  PRM)

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Challenge Data, Data Everywhere!

• Multiple Data Sources and Systems
• Account/Customer Data, Account Teams/Sales Teams
• Order Management Systems
• Regional Instances
• Account Ownership
• Resource (HR) Hierarchies Territory
  Hierarchies
• Vastly Different Needs
• Multiple systems hold customer/account data for
  different purposes
• Sales vs. Marketing vs. Services vs. Support
• Global Deployment
• Americas/Europe/Asia Pacific/Channel/Emerging
  Markets
• Regionally Specific Legal Requirements
• Single unified End to End Sales Process

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Challenge and lots of it!

• Large Data Volumes
• 16K SFA Users, 13K PRM Users
• 4.3M Accounts, 3M Customer Numbers, 3K
  Opportunities, 1.7M Contacts, 4.5M
  Account/Sales Team Members
• 1.5 to 2M transactions per day
• Salesforce CRM visibility a must
• All of this data is also needed in Salesforce CRM
  which holds Opportunities

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Solution Middleware and Custom Code

• Middleware
• Use existing integration infrastructure
• webMethods A2A/B2B
• Custom Code
• Built a webMethods connector/adaptor for ease of
  future enhancements
• Source system database code Apex code
• Approach
• Limit integration to global Systems of Record
• Limit number for integration points
• Only process data changes

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Solution High Level
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Challenge Half the Picture
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Solution The Complete Picture
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Value How was Success Measured?

• Global roll out
• across all regions and all business units within
  a fiscal year
• Little to no disruption
• to existing stewardship processes, data
  cleansing, or systems
• One stop shop
• for customer data maintenance, consistency of
  data through Dell as an organization and across
  all disparate systems

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Key Takeaways / Lessons Learned

• Say NO to Silos!
• Silos of data create data maintenance and quality
  nightmares
• Monitor/Log Everything!
• You have to prove integration is not the issue
• Trust, but verify
• Data Quality, Data Quality, Data Quality
• Integration doesnt solve data quality, but it
  allows for a single data quality one stop shop
• Administrators own salesforce.com
• You are ITs connection to the real world. Any
  data being captured by integration relies on the
  work you do creating the data model, fields,
  field level security, workflows, business
  processes, and reporting.

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Additional Resources Key Messages
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Its Never Been Easier to Integrate
Monday 215-315pm Integration Made Easy
Faster, Easier Less Risky Esplanade
304 215-315pm Real time SAP and Salesforce
Integration Is Here Tour de Force
Theater 330-430pm Maximize the Value of
Salesforce CRM with Rapid ERP Integration North
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Tuesday 1130-1230pm Salesforce CRM
Integration, Its not Just for IT Any Longer!
North 125 515-615pm Using the Force
Platform API for Enterprise SOA and Integration
Esplanade 303 515-615pm Demystifying
Integration North 120
Wednesday 900-1000am Force Platform API Deep
Dive Esplanade 305 1015-1115am Put Your
ERP Data to Work! Best Practices for ERP
Integration Esplanade 309 1130-1230pm Sales
Office 2.0 Sales Productivity from Google Apps
or Outlook North 132
Dont Forget the Developer Lounge Demos,
Mashups, Visualforce, and Apex!
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Key Take Aways

• The 5 Ways
• What are the 5 ways to integrate your Salesforce
  CRM data with your existing applications
• Say NO to Silos
• Dont let your Salesforce CRM data become another
  silo of customer information integrate!
• Performance
• Integration with Force.com is secure, reliable
  and fast (high-performance)
• Its totally doable
• Many customers have successfully integrated with
  Salesforce CRM Platform

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QUESTION ANSWER SESSION
Robert Moore
Sr. Solution Architect
Caleb Sidel
Technical Architect
Sherry Christian
Project Manager
Kathie Turner
Sales Operations Manager