Beyond EMail: Riva Integration Server for CRM and Thirdparty Integration Novell GroupWise

1
Beyond E-MailRiva Integration Server for CRM
and Third-party Integration Novell GroupWise
Aldo Zanoni CEO, Managing DirectorOmni
Technology Solutions 1.780.423.4200 Ext.
232 www.omni-ts.com
2
Aldo ZanoniCEO, Managing DirectorOmni
Technology Solutionsaldo_at_omni-ts.comwww.omni-ts
.com1.780.423.4200
3
Agenda

• Riva Background
• Riva Integration Server CRM and Third-party
  Integration Strategy 8 CRMs and 4 Databases for
  GroupWise 8
• Its About Being Strategic
• 3T Results
• Non-CRM Integrations SharePoint, Facebook
• Screen Shots

4
Riva Background

• The Riva Collaboration Integration Platform was
  designed to satisfy the long-standing need to
• Automate Novell GroupWise Content Management
  based on policies within GroupWise and
  information from Novell eDirectory
• Provide managed account content updates based on
  manual, scheduled or event-monitored
  synchronization policies and applications
  (one-to-one or one-to-many)
• Deliver transparent, seamless and tight
  integration for CRM and line-of-business
  applications for all Novell GroupWise clients

5
Manage GroupWise Like Never Before

• Riva delivers four components
• Managed Policies for automated account content
• Managed Applications for eDirectory integration
• GroupWise Reports
• CRM and third-party application and database
  connectors
• Source and destination objects

Source objects can be a GroupWise resource or
account an eDirectory object or an external
third-party application, CRM or database.
Destination objects can be one or multiple
eDirectory accounts, groups, containers, or
GroupWise accounts or post offices.
6
Riva Managed Policies and Reports

• Allow GroupWise to automatically manage itself
  for
• Calendars (shared and standard)
• Address books (shared and standard)
• Folders (shared and standard)
• Rules
• Proxy Access
• Birthday Reminders
• Internet Address Updates
• Password Expiration Reminder Emails
• Managed Policies for automated account content
• Riva Reports
• eDir Account Audit Report
• Rules Report
• Proxy Access Report
• GroupWise Archive Path Report

• Shared Calendars Report
• Shared Address Book Report
• Shared Folders Report

Requires GroupWise 7.0.2
7
Riva Managed Applications

• Riva Managed Applications use connectors to
  integrate GroupWise to eDirectory and external
  applications for managed signatures and
  distribution list management.
• Riva Managed Signatures
• Riva Dynamic Distribution Lists
• Riva Secure Distribution Lists
• Riva Event Monitor
• Future Applications
• GroupWise Mail Merge, Account Settings Management

8
Riva Managed Signatures
Riva Managed Signatures allow you to standardize
and enforce user signature content by pushing
eDirectory values into each user
signature. Includes support for department
specific or eDirectory group specific
disclaimers. Provides local language disclaimers
for international companies.
eDirectory ValuesFirst Last Title,
Department Company (URL Text)? Office
Phone Fax Fax Mobile Mobile Blank
line Italian department disclaimer
Managed Signature Teruel Carassco Director,
Global Sales Omni Technology Solutions
Inc. www.omni-ts.com Office 1.780.423.4200 Ext.
232 Fax [phone] Mobile
1.780.707.0099 Le informazioni contenute in
questa comunicazione e gli eventuali documenti
allegati hanno carattere confidenziale e sono ad
uso esclusivo del destinatario.
9
Dynamic Distribution Lists

• Riva Dynamic Distribution Lists allow you to
• Populate GroupWise Distribution Lists with
  members from one or more eDirectory containers or
  groups (nested groups)
• Use multi-value LDAP queries to create Dynamic
  Distribution Lists from eDirectory or LDAP
  queries to external third-party applications
  (e.g., department is W, title is X,
  position is Y and manager is Z)
• Never have to worry again about distribution list
  accuracy or manually adding members to GroupWise
  distribution lists.

10
Secure Distribution Lists

• Riva Secure Distribution Lists allow you to
• Include external email addresses in your
  system-defined distribution lists by linking
  GroupWise distribution lists to CSV files, CRMs,
  third-party applications and database queries
• Configure which accounts are authorized to send
  email to secure GroupWise distribution lists
• Completely hide distribution list members
  (regulatory compliance)
• Never have to worry again about unauthorized
  users sending emails to sensitive or large
  distribution lists or not being able to include
  non-GroupWise email addresses in system-defined
  distribution lists.

11
Riva Event Monitor

• The Riva Event Monitor allow you to
• Assign policies, applications and reports to be
  executed based on an event occurring in your
  GroupWise system
• Assign Riva CRM and third-party synchronization
  to synchronize event-specific information to the
  CRM or third-party application
• Note The Riva Event Monitor is included by
  default in the Secure Distribution List
  Application. CRM-based event notification is CRM
  specific because not all CRM systems provide
  event-based notification.

12
Riva Integration Server Integrate CRMs and
Third-party Applications Like Never Before

• The Riva Integration Server for Novell
  GroupWise integrates data from third-party
  databases, CRMs, ERPs, business processes,
  collaboration systems, management systems and
  others into GroupWise.
• Key Value Synchronization of data from
  virtually any source ... to any Novell GroupWise
  destination, providing seamless, transparent
  synchronization.

13
Beyond E-mail 8 CRM and 4 Database
Integrations for GroupWise 8
14
Riva Collaboration Integration Connectors
15
(No Transcript)
16
Why is this important? In 1993...

• What percentage of companies had email systems?
• What types and size of companies were they?
• Did they have internal or external email systems?
• What percentage of companies migrated to one or
  more different email systems since 1993? How
  easy were the migrations / mergers?
• Since 1993, what percentage of departments or
  companies acquired other different email systems
  through mergers or acquisitions?
• What percentage of companies will deploy or
  migrate to new email systems in the next five
  years?

17
Why is this strategic? In 2008...

• What percentage of companies have CRM systems?
• What types and size of companies are they?
• Do they have internal or external-facing systems?
• How many companies have deployed and/or migrated
  to one or more CRM, ERP or LOB systems since
  1993? How easy were the migrations /
  integrations?
• What percentage of departments or companies
  acquire different CRM, ERP or LOB systems through
  mergers or acquisitions? How easy are those
  mergers?
• What percentage of companies will deploy or
  migrate to new CRM systems in the next five years?

18
Being Successful is About Being Strategic

• Novell GroupWise and Teaming play strategic
  roles for Novell customers by bringing together
  collaboration and knowledge workers in
  project-based team workspaces.
• CRM, ERP, Collaboration and LOB applications
  also play a strategic role for management, sales
  and service staff. (Not to imply that sales and
  management staff are not knowledge
  workers!)People LIVE in their CRM and various
  LOB applications.

19
Collaboration Integration is Strategic

• Riva CRM and Third-party Integration for Novell
  GroupWise is strategic because it provides
• Relevancy
• Immediacy
• Simplicity
• Consistency
• And allows your staff to focus on customer
  engagement and higher-level processes.

20
1 Objective for Corporate Buy-in?
Increased Profitability (better customer service,
more sales)

• Sales and customer service are highly
  collaborative experiences.
• Riva SharePoint and Portal Integration for
  Novell GroupWise fosters and enhances corporate
  productivity and collaboration without the user
  having to change the way he uses GroupWise or
  SharePoint
• Riva enhances profitability by giving your
  employees access to SharePoint information
  anytime and anywhere they have access to Novell
  GroupWise!

21
1 Criterion for User Buy-in?
Ease of Use

• If the 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 customer
  service agents, sales representatives and
  account executives have. Riva Integration gives
  time back to your staff.
• With Riva SharePoint Integration for GroupWise
  Web Part Portal Integration for SharePoint,
  users have access to accurate information inside
  SharePoint and inside Novell GroupWise
  anytime and anywhere. Its their choice!

22
Rivas Focus End-user Impact

• Riva integrates Novell GroupWise and
  mission-critical applications to
• Make the end-users life easier (for everyone
  from the receptionist to the CEO)
• Help users reach their sales targets and customer
  service goals
• Help users make a big difference
• Keep users organized and give them access to
  accurate information everywhere they need it.
  Users dont have time to keep track of
  everything on their own

23
Think of Riva as a Bridge Between...
CollaborationNovell GroupWise SQL SQL
databases CRM SugarCRM, info_at_hand, Microsoft
CRM, Salesforce, Bluefin, Microsoft SharePoint,
SageCRM, Facebook
Novell GroupWise Resource or regular account
Riva is to Novell GroupWise content
synchronization... ...what Novell Identity
Manager is to directory values synchronization.
24
MANDATE TO THE DEVELOPER TEAM
Allow me to live in GroupWiseand access and
manage myCRM content.
25
Rivas 3Ts Tight, Transparent, Timely

• Rivas CRM integration creates a competitive
  advantage based on allowing sales, service and
  account reps and executives to gather and execute
  on
• Single entry calendar, contact and account
  information
• Integrated customer intelligence
• Analysis
• Collaboration
• Best practices

26
Rivas Most Import T Transparent
Transparent, bi-directional synchronization of
appointments, phone calls, tasks, notes, address
book contacts, accounts and organizations
Transparent synchronization of opportunities,
quotes, sale orders, invoices, cases and others
from CRM to GroupWise.
Synchronized modules are CRM specific
27
Transparent Synchronization
28
Riva CRM Desktop and Enterprise Editions

• Enterprise Edition Multiple accounts, no
  desktop software
• Desktop Edition Single account, no server
  software
• All information synchronized from the CRM is
  available in ALL Novell GroupWise clients
  (Linux, Macintosh, Windows, WebAccess, mobile
  devices, Evolution, Outlook, IMAP)
• Full BlackBerry and GroupWise Mobile Server
  mobile device client support (e.g., Tasks marked
  as completed on your BlackBerry or GroupWise
  Mobile Server clients are marked as completed in
  the CRM)

29
More than just a Windows Client Plug-inComplete
Platform for CRM Integration

• No-touchTM integration (no software to add to
  clients)
• Transparent to both Novell GroupWise and CRM
• Compatible with GroupWise running on all server
  platforms
• No new infrastructure or firewall changes
• Turn all GroupWise clients into integrated CRM
  clients (supports caching and remote modes)

30
Bi-directional Synchronization
31
Allow Users to Do Things ONCE in the CRM or in
GroupWise!

• Leverage the off-line and on-line capabilities
  of Novell GroupWise to
• Create / edit CRM accounts
• Create / edit CRM contacts
• Create / edit CRM appointment
• Create / edit CRM tasks
• Review opportunities, cases, quotes

With GroupWise 8, we expect to be able to
deliver off-line editing of opportunities, cases,
quotes...
32
Generic CRM Information Added to Novell
GroupWise

• Riva Transparently adds custom and CRM-specific
  fields to Novell GroupWise to match CRM fields
• Opportunities
• Account Name
• Amount
• Modified Date
• Probability
• Sales Stage

• Quotes
• Account Name
• Amount
• Modified Date
• Quote Number
• Quote Stage

• Cases
• Account Name
• Case Number
• Case Type
• Modified Date
• Status

Users can sort quotes, cases and opportunities
based on each of the fields.
33
Flow Diagram CRM to GroupWise
34
Flow Diagram GroupWise to CRM
35
Riva ConnectBarTM and Automatic CRM Content
Creation from Novell GroupWise

• Riva ConnectBarTM Review, Edit and Delete
  opportunities, quotes, projects and cases
  directly from Novell GroupWise (We expect
  off-line edit to be supported in the GroupWise
  8.)
• Riva SmartConvert Drop FoldersTM Allow users
  to convert customer emails into archived or new
  CRM datadirectly from GroupWise. Automatically
  create new CRM contacts, accounts, opportunities,
  cases, tasks and appointmentsdirectly from
  GroupWise.

See www.omni-ts.com/crm-integration
36
Riva ConnectBar Sort CRM Opportunities, Quotes
and Cases in Novell GroupWise

• Group Labels View

Standard View
37
Riva ConnectBarTM View, Edit or Delete CRM
Opportunities, Quotes, Cases from GroupWise
The Riva ConnectBar allows you to Review, Edit
or Delete opportunities, quotes and cases
directly from the GroupWise client.
38
Convert a Novell GroupWise e-mail into a CRM
opportunity or case.
RIVA SMART CONVERT AND DROP FOLDERS
39
SmartConvertTM Folders Email
40
SmartConvertTM Folders Opportunities
41
SmartConvertTM Folders Cases
42
SmartConvertTM Folders Quotes
43
Create Novell GroupWise CRM Dashboards

• Users can create Novell GroupWise CRM
  dashboards to reflect their preferences
• Dashboard One
• Recent Activity
• Calendar Activities
• Open Cases
• My Opportunities
• My Quotes
• My CRM Contacts

• Dashboard Two
• Same as listed to the left with an open
  Opportunity
• Displays Omni ConnectBar to Review,
  Edit and Delete functions

44
Sample CRM Dashboard
45
Riva SDK and Third-party Collaboration
Integration and Synchronization for Non-CRMs
46
Facebook Integration for GroupWise

• Riva Facebook Integration for Novell GroupWise
  includes synchronising
• Facebook friends as contacts to a GroupWise
  address book
• A link to the friends Facebook page is included
  so you have direct access to it from GroupWise
• The following Facebook information is also
  available in GroupWise 8 About Me, Activities,
  Favorite Movies, Favorite TV Shows, Favorite
  Quotes, Favorite Books, Favorite Music,
  Interests, Political View, Relationship Status
  and Status.

47
Facebook Integration for GroupWise
48
SharePoint Integration - Option One

• SharePoint Integration for Novell GroupWise
  allows SharePoint information to be synchronised
  to GroupWise. It delivers transparent,
  server-side synchronisation of
• SharePoint and GroupWise appointments
• SharePoint and GroupWise contacts and groups
• SharePoint and GroupWise tasks
• Custom and third-party modules
• Emails and notifications sent to SharePoint
  team members are received directly in GroupWise
• Attachments associated with SharePoint
  activities are available directly through
  GroupWise

49
Technical Requirements for SharePoint
Integration for GroupWise

• Requires the Riva Integration Service to be
  configured and running on a Windows or Linux
  system
• No changes required to the SharePoint server
• User Impersonation is configured as the Riva
  authentication choice. Riva connects to
  SharePoint as a master account and
  impersonates the user
• uses eDirectory, Active Directory or SharePoint
  Services authentication to provide transparent,
  single sign-on between SharePoint and GroupWise
• Active Directory or SharePoint native permissions
  control user access to SharePoint calendars,
  tasks, projects, lists, etc.
• Riva uses the eDirectory/GroupWise email address
  and the SharePoint email address to link the
  accounts between the two systems.

50
SharePoint Integration for GroupWise

• Provides
• Bi-directional synchronisation of address books
  and tasks between GroupWise and SharePoint All
  changes in one application are synchronised to
  the other
• Ability to view SharePoint information in ALL
  GroupWise clients (including BlackBerry)
• Because SharePoint appointments and issues are
  part of a shared, team calendar, appointments,
  synchronisation is uni-directional from
  SharePoint to GroupWise. Changes made in
  GroupWise to SharePoint appointments and issues
  are not synchronised back to SharePoint

51
SharePoint Integration for GroupWise
52
Sample Integrated Dashboard
53
SharePoint Integration - Option Two

• GroupWise Web Part Portal Integration for
  SharePoint delivers transparent access to
  GroupWise WebAccess components directly through
  SharePoint Web parts
• Item Count and Summary View
• Mailbox View
• Address Book View
• Calendar Day View
• Calendar Week View
• Calendar Month View

54
Technical Requirements for Riva GroupWise Web
Part Portal Integration for SharePoint

• Incorporates the Riva Integration Server
  directly into SharePoint Web Parts
• - completely transparent to GroupWise and to
  SharePoint
• - installed and managed as standard SharePoint
  Web Parts
• - communicates directly with GroupWise WebAccess
  
• - uses eDirectory, Active Directory or
  SharePoint Services authentication to provide
  transparent, single sign-on between SharePoint
  and GroupWise WebAccess

55
GroupWise Web Part Portal Integration for
SharePoint

• Riva GroupWise Web Part Portal Integration for
  SharePoint delivers transparent integration of
  GroupWise WebAccess in SharePoint Riva provides
  the same functionality for GroupWise WebAccess as
  is available with Outlook WebAccess.
• Summary View displays the number of unread
  emails and remaining calendar appointments for
  the day and appointment alarms
• Expanded View displays the From, Subject and
  Date and appointment information in a single line
• Connect or clicking on an email opens GroupWise
  WebAccess without the user having to authenticate
  to WebAccess.

56
GroupWise Web Part Portal Integration for
SharePoint

• Choice to apply five different GroupWise
  WebAccess SharePoint Web Parts
• Mailbox View provides direct access to the
  GroupWise WebAccess Mailbox
• Address Book View provides direct access to the
  GroupWise WebAccess address books
• Calendar Day View provides direct access to the
  GroupWise WebAccess day view
• Calendar Week View provides direct access to
  the GroupWise WebAccess week view
• Calendar Month View provides direct access to
  the GroupWise WebAccess month view

57
Add GroupWise Web Parts to SharePoint
58
WebAccess SharePoint Integration Summary View
59
Single Web Part Configured for SharePoint
GroupWise Calendar Day View
60
Three Web Parts Configured for SharePoint
Mailbox, Address Book and Calendar Month View
61
Five GroupWise Web Parts Configured for
SharePoint
62
Open GroupWise E-Mail or Appointment Directly
from SharePoint
63
Proposed Integration Points for SharePoint

• Additional SharePoint Web Parts can be developed
  to include
• searching the users GroupWise account when
  doing a search in SharePoint
• access to GroupWise documents in SharePoint
• auto-fill from the GroupWise address book in
  SharePoint
• and other integration points as requested by
  customers

64
Future Integrations

• Rivas SDK will allow for other companies to
  build collaboration and synchronization
  integrations for their proprietary CRM, ERP, LOB
  and other applications.
• This removes Omni from being the potential
  bottleneck when customers are looking for
  additional integration solutions.
• Novell Teaming
• Microsoft Project
• Other Project Management Applications
• Document Management Integrations

65
Demonstration of Riva CRM Integrationfor
Novell GroupWise
1 Novell GroupWise CRM INTEGRATION SOLUTION
66
Bottom Line Increased Satisfaction and ROI

• Riva allows your sales reps, support personnel
  and service staff leverage the stuff they
  already recording (contacts, appointments, tasks,
  notes, quotes, etc.).
• Staff can focused on customers and high-value
  tasks rather than trying to find out information
  or worrying about opportunities that fall between
  the cracks.
• Riva delivers complete integration of a
  companys two most critical applications
  Novell GroupWise and CRM.

67
Riva Delivers

• Riva gives time back to your customer-facing
  staff and executives.
• Riva provides improved sales and business
  process management and projections.
• Riva delivers immediate user adoption and
  satisfaction.
• Riva immediately improves the Return on
  Investment for Novell GroupWise and CRM.

68
Thank You!
Aldo Zanoni CEO, Managing DirectorOmni
Technology Solutions 1.780.423.4200 Ext.
232 www.omni-ts.com
69
SageCRM-specific Information Added to Novell
GroupWise

• Orders
• - Billing Address
• - Delivery Date
• - Description
• - Discount
• - Discount Amount
• - Discount Type
• - Gross Amount
• - Line Item Discount
• - Net Amount
• - Opened Date
• - Person
• - PO Reference
• - Reference
• - Shipping Address
• - Shipping Method
• - Status

• Opportunities
• - Certainty (i.e. Probability)
• - Closed Date
• - Company
• - Created Date
• - Description
• - Details
• - Forecast
• - Opened Date
• - Priority
• - Person
• - Source
• - Stage
• - Status
• - Target Close Date
• - Territory
• - Total Order Value
• - Total Quote Value
• - Type

Users can sort quotes, cases and opportunities
based on each of the fields.
70
SageCRM-specific Information Added to Novell
GroupWise

• Cases
• - Area
• - Created Date
• - Customer Reference
• - Description
• - Fix in
• - Found in
• - Priority
• - Problem Details
• - Problem Type
• - Reference ID
• - SLA Severity
• - Source
• - Stage
• - Status

• Quotes
• - Description
• - Discount
• - Discount Amount
• - Discount Type
• - Expiration Date
• - Gross Amount
• - Line Item Discount
• - Net Amount
• - Opened Date
• - Reference
• - Status

Users can sort quotes, cases and opportunities
based on each of the fields.