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Beyond E-Mail: Riva Integration Server for CRM and Third-party Integration Novell ® GroupWise ®. Aldo Zanoni CEO, Managing Director Omni Technology Solutions +1.780.423.4200 Ext. 232 www.omni-ts.com.

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Beyond E-Mail: Riva Integration Server for CRM and Third-party Integration Novell ® GroupWise ®

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Beyond e mail riva integration server for crm and third party integration novell groupwise l.jpg

Beyond E-Mail:Riva 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


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Aldo ZanoniCEO, Managing DirectorOmni Technology Solutionsaldo@omni-ts.comwww.omni-ts.com+1.780.423.4200


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Agenda

  • Riva Background

  • Riva Integration Server: CRM and Third-party Integration Strategy – 8 CRMs and 4 Databases for GroupWise 8

  • It’s About Being Strategic

  • 3T Results

  • Non-CRM Integrations: SharePoint, Facebook

  • Screen Shots


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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


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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.


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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


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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


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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 Values{First} {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: +1.780.423.4711 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.


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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.


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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.


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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.


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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.”


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Beyond E-mail – 8 CRM and 4 Database Integrations for GroupWise 8


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Riva Collaboration Integration Connectors


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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?


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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?


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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.


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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.


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#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®!


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#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. It’s their choice!


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Riva’s Focus: End-user Impact

Riva integrates Novell®GroupWise® and mission-critical applications to:

  • Make the end-user’s 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 don’t have time to keep track of everything on their own


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Think of Riva as a Bridge Between...

Collaboration:Novell® GroupWise®

SQL: SQL databases

CRM: SugarCRM, info@hand, Microsoft CRM, Salesforce, Bluefin, Microsoft SharePoint, SageCRM, Facebook

Novell GroupWise: Resource or regular account

Riva is toNovell GroupWise content synchronization...

...what Novell® Identity Manager is todirectory valuessynchronization.


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MANDATE TO THE DEVELOPER TEAM:

“Allow me to live in GroupWiseand access and manage myCRM content.”


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Riva’s 3Ts: Tight, Transparent, Timely

Riva’s 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


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Riva’s 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


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Transparent Synchronization


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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)


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More than just a Windows Client Plug-in:Complete 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)


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Bi-directional Synchronization


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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...


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Generic CRM Information Added to Novell® GroupWise®

  • 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.

Riva Transparently adds custom and CRM-specific fields to Novell GroupWise to match CRM fields:

Opportunities

  • Account Name

  • Amount

  • Modified Date

  • Probability

  • Sales Stage


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Flow Diagram – CRM to GroupWise®


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Flow Diagram – GroupWise® to CRM


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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 data—directly from GroupWise. Automatically create new CRM contacts, accounts, opportunities, cases, tasks and appointments—directly from GroupWise.

See: www.omni-ts.com/crm-integration


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Riva ConnectBar: Sort CRM Opportunities, Quotes and Cases in Novell®GroupWise®

Standard View

Group Labels View


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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.


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Convert a Novell® GroupWise® e-mail into a CRM opportunity or case.

RIVA SMART CONVERT AND

DROP FOLDERS


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SmartConvertTM Folders – Email


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SmartConvertTM Folders – Opportunities


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SmartConvertTM Folders – Cases


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SmartConvertTM Folders – Quotes


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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


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Sample CRM Dashboard


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Riva SDK and Third-party Collaboration Integration and Synchronization for Non-CRMs


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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 friend’s 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.


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Facebook® Integration for GroupWise®


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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 inGroupWise®

    Attachments associated with SharePoint® activities are available directly through GroupWise®


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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.


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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®


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SharePoint® Integration for GroupWise®


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Sample Integrated Dashboard


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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


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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


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GroupWise® Web Part Portal Integration for SharePoint®

Riva GroupWise® Web Part Portal Integration for SharePoint®delivers transparent integration of GroupWise WebAccess inSharePoint® 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.


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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


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Add GroupWise® Web Parts to SharePoint®


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WebAccess SharePoint® Integration – Summary View


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Single Web Part Configured for SharePoint®: GroupWise® Calendar Day View


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Three Web Parts Configured for SharePoint: Mailbox, Address Book and Calendar Month View


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Five GroupWise Web Parts Configured for SharePoint®


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Open GroupWise® E-Mail or Appointment Directly from SharePoint®


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Proposed Integration Points for SharePoint®

Additional SharePoint Web Parts can be developed to include:

  • searching the user’s 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


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Future Integrations

Riva’s 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


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Demonstration of Riva CRM Integrationfor Novell® GroupWise®

#1 Novell® GroupWise®CRM INTEGRATION SOLUTION:


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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 company’s two most critical applications: Novell® GroupWise® and CRM.


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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.


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Thank You!

Aldo Zanoni

CEO, Managing DirectorOmni Technology Solutions

+1.780.423.4200 Ext. 232

www.omni-ts.com


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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

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

SageCRM®-specific Information Added to Novell® GroupWise®

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


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Quotes

- Description

- Discount

- Discount Amount

- Discount Type

- Expiration Date

- Gross Amount

- Line Item Discount

- Net Amount

- Opened Date

- Reference

- Status

Cases

- Area

- Created Date

- Customer Reference

- Description

- Fix in

- Found in

- Priority

- Problem Details

- Problem Type

- Reference ID

- SLA Severity

- Source

- Stage

- Status

SageCRM®-specific Information Added to Novell® GroupWise®

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


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