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Bridging the CRM User Adoption Gap with Riva Server-side Integration. Beyond the Outlook Plug-in. Stéphane Zanoni CTO, Head of Research Omni Technology Solutions [email protected] . Agenda. Accelerate Dynamics Adoption – Fill User Adoption Gaps

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Bridging the CRM User Adoption Gap withRiva Server-side Integration

Beyond the Outlook Plug-in

Stéphane Zanoni

CTO, Head of Research

Omni Technology Solutions

[email protected]

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Accelerate Dynamics Adoption – Fill User Adoption Gaps

How Riva Helps Solve the Last Mile Gap Challenges

Riva Overview

Riva Live Demo

Summary / Questions

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Last Mile Challenges – Audience Poll

  • What causes lack of adoption?

    • CRM doesn’t align with business processes

    • Outlook plug-ins don’t do what I need

    • Users don’t want to change the way they work

    • Complexity (real or perceived)

    • Takes too much time (sales people aren’t paid for data entry)

    • Mobile phone integration challenges

    • Double data entry

    • Poor integration

    • Lack of management buy-in

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Who are the Gap Users?

Outlook Web Access users who need to synchronize

Mobile users who are so disconnected they can’t benefit from the Outlook plug-in

Users who need to synchronise recurring appointments

iPhone, BlackBerry, Android, or ActiveSync users who would like to see their opportunities, cases, quotes on their devices

Accounts with Macs or GroupWise that need to sync

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Who are the Gap Users?

Users who need to synchronize with more than one instance of Dynamics CRM or with two different CRMs

Accounts that need to sync custom fields or that have custom requirements (display Service Activity notes on mobile devices)

BPOS (Exchange On-line) users whose needs aren't being met with the Outlook plug-in

Accounts where administrators want to control what gets synched to user accounts

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What are some of the Plug-in Challenges that Cause Gaps for Outlook Users ?

  • Need to be installed and maintained on your laptop, desktop and/or home machine

  • Support and desktop issues caused by upgrading the desktop OS, version of Office, Exchange or version of Outlook

  • Limited to one instance of CRM

  • Perceived complexity

  • Separate and different applications needs to be installed on your BlackBerry, iPhone or ActiveSync mobile devices

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How Does Direct Server-side Synchronization Help Solve the Problem?Transparency - Simplicity

Microsoft Outlook

Microsoft Outlook, Outlook Web Access, BlackBerry, ActiveSync devices, Entourage for Mac, Mac Mail / iCal / Address Book and all GroupWise clients

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Think of Riva Integration Server as Problem?a bridge or gateway between...

Exchange and GroupWise

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Riva’s Server-side Advantages Problem?

  • No-touchTM integration (no software to install on clients)

  • Transparent to Exchange, GroupWise and CRMs

  • Compatible with hosted or on-premise CRMs and Exchange and GroupWise running on all server platforms

  • No new infrastructure or firewall changes required

  • Turns all email clients into transparent integrated CRM clients with support for caching and remote modes

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Riva’s Strongest Asset: Transparency Problem?

Transparent integration for all Exchange and GroupWise email clients becomes an integral part of your CRM business processes

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 Exchange/Outlook and GroupWise.

*Synchronised modules are CRM specific

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Riva ConnectBar Problem?TM , AssignToTM and SmartConvertTM


Riva ConnectBarTM allows you to review and edit opportunities, quotes, projects and cases directly from your Exchange client.

Riva AssignToTMallows users to drag-and-drop/copy emails and automatically archive them against an existing CRM opportunity, case or quote. (The email is archived into the opportunity history.)

Riva SmartConvert Drop FoldersTMallows users to drag-and-drop/copy emails into a SmartConver folder from all Exchange clients. Riva converts the email into a new opportunity, case, quote, etc. in your CRM.

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Riva SmartNotes Problem?TM and Recurring AppointmentsM

Riva SmartNotesTMallow users to view and update Service Activies Notes from all Exchange clients – highly desirable for mobile technicians.

Riva Recurring Appointments translates Outlook recurring appointments series into linked CRM appointments. Modifying an individual recurring appointment or the entire series in Exchange or CRM automatically updates the target appointment(s).

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SmartNotes Your Opportunities TM for Service Activities

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SmartConvert Your Opportunities TM Folders – Email

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Live Presentation: Your Opportunities

Riva Client Experience: OWA and Outlook ClientRiva Management Interface

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Riva Helps Close the User Adoption Gap: Your Opportunities

  • Highly scalable, server-to-server solution

  • Transparent to end-users - no plug-ins or mobile applications to install and manage

  • Resolves many of the causes of lack of adoption or decreased satisfaction by users who aren’t able to fully leverage the Outlook Client Plug-in

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In Summary Your Opportunities

  • Server-side installation - quick to deploy – no plug-ins to install or update on any client machines or mobile devices

  • Supports Dynamics CRM hosted or on premise

  • Supports hosted or on-premise Exchange 2010, 2007, 2003 and GroupWise 7.0.3 and 8

  • Supports ALL Exchange and GroupWise desktop, web and mobile clients including Macs, BlackBerry, iPhone, …

  • Provides Advanced Integration and Interoperability with ConnectBar, AssignTo, SmartConvert, SmartNotes and Recurring Appointments

  • Riva Live: Cloud-based CRM integration – try it on-line at:

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Thank you! Your Opportunities

Use our Contact Us linkto get more information about Riva.

Aldo Zanoni

CEO and Managing Director

Omni Technology Solutions

780.423.4200 Ext. 232

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Outlook, Entourage, Snow Leopard Your Opportunities and GroupWiseClient Screenshots

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Mac Address Book Your Opportunities

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Mac Snow Leopard iCal Your Opportunities

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Mac Snow Leopard SmartConvert Your Opportunities

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Mac Entourage CRM Calendar Your Opportunities

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Mac Entourage Opportunities Your Opportunities

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Riva Sync Policy Target Your Opportunities

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Riva Scheduling Your Opportunities

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Riva Address Books Your Opportunities

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Riva Calendar Settings Your Opportunities

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Riva Task Settings Your Opportunities

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Riva Other Settings Your Opportunities

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Riva SmartConvert Settings Your Opportunities

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Riva “Assign To” Settings Your Opportunities