Turbo-Charge RightNow with Cloud Integration

© 2009 IBM Corporation

Turbo-Charge RightNow With Cloud Integration

Sean O’ConnellProduct and Channel Marketing


Agenda

� Why Integrate RightNow?

� Cast Iron for RightNow Overview


Integrating the RightNow Sales Cloud

Marketing Shipping

Finance

What are myhottest leads?

?

Where aremy orders?

?

Has this customer paid?

?

I need to do a credit check

?

Where aremy invoices?

?

Sales

IMPACT

Lost revenue

Disappointedprospects

http://images.google.com/imgres?imgurl=http://blogs.oracle.com/stevenChan/images/ExpensesscreenshotR12.jpg&imgrefurl=http://blogs.oracle.com/schan/extending/&usg=__tX4aFyRv0qY4wlACDpUX6Ktsef4=&h=435&w=509&sz=144&hl=en&start=1&um=1&tbnid=EiC0hyKbq4MuvM:&tbnh=112&tbnw=131&prev=/images?q=oracle+erp+screenshot&hl=en&rls=com.microsoft:en-us&um=1


Integrating the RightNow Sales Cloud

Hottest Leads

Marketing Shipping

Finance

Invoices

Customers & Orders

Sales



Integrating the RightNow Service Cloud

Finance

ShippingRMA

IMPACT

Angrycustomers

Low satisfactionrating

Service

Is her warranty valid?

??

When is herservice

appointment?

Is he a paying customer?

?

?

Is that partavailable?

Was hereally billed twice?

?



Integrating the RightNow Service Cloud

Shipping

Finance

RMA

Warranty

Invoices

Customers & Orders

Service



Common Integration Scenarios

Migrate

1

Legacy CRM App

Synchronize

2

HomeGrown

Extract

3


Cast Iron — Company Overview

8

Buzz

Recent Awards

� Founded in 2001 by integration industry experts

� Acquired by IBM May 2010

� Pioneered SaaS / cloud integration

� Unique focus on speed &simplicity — “Integration in Days”

� Thousands of customer integrations

� 96% customer retention

� Patented, Best-Of-Breed, Award-Winning technology

Corporate Facts

With Cast Iron, IBM gets a proven Cloud integration-as-a-service solution.

IBM and Cast Iron…this pair could be match made in enterprise heaven.

http://www.castiron.com/elqNow/elqRedir.htm?ref=http://www.castiron.com/docs/press/DMR_07.pdf

http://www.castiron.com/news-events/press-releases/052109.html


Post Acquisition Momentum

Buzz

IBM's acquisition of Cast Iron Systems puts together a dominant on-premise applications provider…with a top SaaS integration leader. This pair could be a match made in enterprise heaven.

IBM bought Cast Iron Systems because…they do inter-enterprise integration better than anyone else….

…is a really good move for IBM as it establishes IBM as the de facto leader in Cloud integration.

Cast Iron Systems…will allow IBM to offer…a complete platform to integrate cloud applications…with on-premise applications.... Overall, we consider this deal to be good for Cast Iron and IBM….

It’s a great way for IBM to go back to customers and say, ‘we can be your one-stop-shop for integration in the cloud’.

With Cast Iron, IBM gets a proven Cloud integration-as-a-service solution.


Post Acquisition Momentum

Buzz

Cast Iron acquisition helps IBM's Cloud Computing ecosystem expand.

Cast Iron…has a stellar list of partners…. Pretty much every SaaS company of note is on the roster.

With the acquisition of Cast Iron Systems, IBM improves its cloud-based data integration capabilities.

Cast Iron…will help IBM customers build hybrid clouds….

IBM bolstered its data-integration portfolio…. Cast Iron…will help IBM customers build hybrid clouds….

…IBM is not just getting powerful technology but also in one move it is taking control of the linkage between Cloud and anything else....

Cast Iron’s offerings will…advance IBM’s capabilities for a hybrid cloud model.


Cloud Application Use is Exploding

11

Global Public Cloud Market: $55.5B in 2014

Source: IDC


And It’s Created a Hybrid World

12

Private Clouds

Home-grownApplications

PackagedApplications

Public Clouds

Companies have both Cloud and On Premise Applications


Which Demands Integration

13

Private Clouds


Public Clouds

Integration is Critical in a Hybrid World



Needs Getting More and More Complex

14



Integration Maximizes Value of Cloud Investments

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Existing Solutions are Incomplete

15

Integration Maximizes Value of Cloud Investments

Custom Code

People intensive

On-Demand

Rudimentary Capabilities

On-Premise

Cloud is an Afterthought

















Which Has Led to Dissatisfaction


And Companies Re-evaluating the Cloud


Cast Iron Integration Platform

18

Integration Maximizes Value of Cloud InvestmentsComplete. Proven. Trusted.

Custom Code

People intensive

On-Premise

Cloud is an Afterthought

On-Demand

Rudimentary Capabilities

















Complete Flexibility

Cast Iron Cloud2™

Virtual Appliances

Physical Appliances

Complete

Total Connectivity Complete Reusability

TIP Exchange

TIP Development Kit

TIP Community

For All Types of Projects

UI Mashups

Process Integration

Data Migration

19

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Complete Flexibility

Complete

Total Connectivity Complete Reusability

TIP Exchange

TIP Development Kit

TIP Community

For All Types of Projects

UI Mashups

Process Integration

Data Migration

Increase Return

Save Up to 50%in Time &

Costs

Cast Iron Cloud2™

Virtual Appliances

Physical Appliances

20

Save Up to 80% in Time & Costs

ReduceRisk

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http://www.omnifysoft.com/Default.aspx

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Complete

Capabilities Custom Code OnDemandServices

On PremiseTools

Cast IronSolution

Multiple Deployment Models

Data Migration

Batch Process Integration

Real-time Process Integration * *

Workflow * *

TIPs

Basic & SaaS/Midmarket Connectivity *

Complete Enterprise Connectivity *

Data Quality

UI Mashups

Multiple Env. Included (Dev & DR)

Template Development Kit

Web Services API Gateway

Management APIs

Automatic 24*7 Support

High Availability * *

* Partial Functionality

21


Trusted

22

http://www.successfactors.com/



Proven

23

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Proven Results

24

Company Description Systems Connected Integration Scenario

Leading security vendor RightNow, Oracle, Web Portal

Customers, support contracts, licenses, EDI

Leading Project-based ERP provider

RightNow, Costpoint, SFA, H/R vendors

Customer, License, A/R sync, benefits data

Leading Online Survey & Panelist provider

RightNow, SQL Server, Salesforce.com

Panelists, Leads, Opportunities, Support

Business Process Outsourcing provider

Flat-files/FTP, XML and RightNow Customer support tickets

Online recruitment marketplace RightNow, Netsuite, DB Shop-floor Integration

http://www.pgp.com/index.html

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Case Study: Customer Support Integration, B2B and Partner Integration

Business Problems� Enable Customer Support to have instant

access of customer SLAs

� Integrate Oracle-based order mgmt. application (POMS) with On-Demand CRM (RightNow)

� 20 day deadline

� Abandoned in-house effort due to product limitations

Competing Technologies� Rejected custom code as it doesn’t scale

� Rejected AboveAll as it could not connect to RightNow

RightNow — Oracle DB

25

Leading security software vendor

© 2010 IBM Corporation26

Solution� Cast Iron connects Order Mgmt. (Oracle)

with On-Demand CRM (RightNow) inreal-time

� Extract support data from POMS (SQL)

� Update RightNow in real-time using XML?HTTP

� No Coding to complete entire project

� Single Console to track transactions

� Simple Experience

� Deeply technical skills not required

Results� Entire project completed in 10 days

� Customer configured entire project without any training

� Payback in less than two quarters

RightNow — Oracle DB

Real-time integration delivered in 10 days

Case Study: Customer Support Integration, B2B and Partner Integration


Case Study: Customer Master, Lead Qualification Integration

Business Problems� Multi-system integration

� Extract panelist info into RightNow Customer Support

� Extract Opportunities from RightNow to Salesforce.com

� Opportunity status sync from Salesforce.com to RightNow

� Tight deadlines

Competing Technologies� Rejected Custom code

– Uses too many resources (coding and database admin)

– Lacks scalability or visibility

Database — salesforce.com — RightNow

Leading market research company

27


Case Study: Customer Master, Lead Qualification Integration

28

Solution� Phase I

– Move Panelist data to RightNow– Provided 360 degree view– Reps and Engagement team fully

informed

� Phase II– Leads created in Salesforce.com from

RightNow Opps– Campaigns with webforms create Opps

in RightNow

Results� Phase I completed in 14 days

� Estimated $25K in labor savings in just 1st month, projected $150K savings in first year

Data Warehouse — salesforce.com

Real-time integration delivered in 14 days


Manage

10-min Live Demo

Run

What

How

Configure


Summary: Cast Iron Integration Platform

Thousands of customer integrations

Proven

Trusted

Complete

Strategic integration partner for all the leading cloud and on premise providers

A single platform for all your cloud and on premise integration needs

30


Turbo-Charge RightNow With Cloud Integration

Sean O’ConnellProduct and Channel Marketing

that quintessential light3,911,881Great Customer Experience No. 3,911,881

Technology

Turbo-Charge RightNow with Cloud Integration