astadia joint webinar final slide deck 072109
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Astadia and Cast Iron Systems:Boost Salesforce.com Value with Rapid ERP
Integration
Mike LingoCTOAstadia
Greg GlaserProgram Manager CRM SolutionsAmerisourceBergen Specialty Group
Sean O’ConnellProduct MarketingCast Iron Systems
Agenda
Q&A All
Why Integration with Cloud solutions is transforming the enterprise
Mike LingoCTOAstadia
AmerisourceBergen Specialty Group Customer Case Study
Greg GlaserProgram Manager CRM SolutionsAmerisourceBergen Specialty Group
How it Works — 3-minute DemoSean O’ConnellProduct MarketingCast Iron Systems
The Business Value of IntegrationSean O’ConnellProduct MarketingCast Iron Systems
What’s the state of the enterprise?
The “Facepalm”
Sales PressuresSell More with LessClient ManagementLack of Data and Analytics
Marketing PressuresShrinking BudgetsDatabase segmentationROI on marketing budget
Business ModelInnovation CenterCustomer StickinessPartner Strategy
Service PressuresFirst Call ResolutionAccess to customer dataWorkflow and Forecasting
BusinessPressures
Project PortfolioApplication BacklogApplication SilosAdoption and Productivity
TCO & ROIShrinking Project BudgetsReconcile Skillset MatrixROI and TCO Scrutiny
Business ModelInnovation CenterPartner EnablementCustomer Stickiness
Business ExpectationIntegration is not optional360° Customer ViewCost Avoidance
CIO Pressures
Technology isn’t a Silver Bullet
Requires execution of project fundamentals Requirements Business Alignment Technical specifications User Acceptance
What does make a difference? Tools that enable: Speed to Market for testing Simplified deployment and management Change Management and Ease of Use Best Practices/Expertise baked into tools and process
Why Integration with Cloud solutions is transforming the enterprise
Integration: The Achilles Heel of Cloud
Satisfaction / Experience
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
User community or network
Integration capabilities
Customization capabilities
Workflow capabilities
Personalization capabilities
Data access and analysis capabilities
Security and privacy
Responsiveness to support requests
Accountability for quality of service
Backup and recovery capability
Pricing terms and conditions
Availability or uptime
System response time
Solution functionality
Cloud Delivery Rises to the Challenge
• Business feels constrained by IT, not enabled
• TCO and ROI metrics always in doubt, Value questioned by business
Traditional IT Delivery
• Business and IT craft value together, shared focus and goals and new business models
• Shift from Cost Center to business transformation focus for IT
Cloud-focused IT Delivery
Applications and PlatformsMoving to the Cloud
1960’sMainframe
1980’sClient/server
Software as a Service
Platform as a Service
Distributed Enterprise Architecture is here
Apps
(SaaS)
Platform
(PaaS)
Applets
IaaSInfrastructure
Services
Integrate to unlock value in legacy apps
S
P
A
I
Integrate with the cloud
All relevant data visible
Capture 360 degree view of customer, processes
Increase value of legacy apps
Salesforce unifies the working views/reporting for legacy + cloud apps
Legacy Applications
Workflow Engine
A B D
C
Reporting & Analytics
Multi-Language
Multi-Device
Turbo-charge Salesforce CRM Making data relevant and actionable
Enterprise Cloud IntegrationCast Iron Delivers Success
Connect the Clouds
Connect with legacy on-premise applications
ERP Mktg. Service Finance Assets
Cloud Integration Changes the Gameboard
Focus on Business Impact Accelerate Speed to Market Increase Adoption Validate Business Models quickly and thoroughly
Provides Lower TCO and Higher ROI Significant ROI due to Cost Avoidance and Supply Savings
vs. traditional custom code or heritage integration tools Responds Well to Change
Plan. Deploy. Innovate. Tools in hands of business to enact change in CRM apps Development, Governance and Compliance tools in hands
of IT to manage integrations and application controls
16
The Benefits ofIntegrating Salesforce CRM
Sean O’Connell, Product Marketing, Cast Iron [email protected]: @CastIronSystems
18
Cast Iron Systems Overview
19
Cast Iron Systems Overview
20
Cast Iron Systems Overview
21
Cast Iron Systems Overview
22
Cast Iron Systems Overview
23
Cast Iron Systems Overview
24
Cast Iron Systems Overview
25
Integrating the 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
26
Integrating the Sales Cloud
Hottest Leads
Sales
Marketing Shipping
Finance
Invoices
Customers & Orders
27
Integrating the Service Cloud
Finance
ShippingRMA
Service
Is her warranty valid?
?
?
When is herservice
appointment?
Is he a paying customer?
?
?
Is that part
available?
Was hereally billed twice?
?
IMPACT
Angrycustomers
Low satisfactionrating
28
Integrating the Service Cloud
Service
Shipping
Finance
RMA
Warranty
Invoices
Customers & Orders
Rapid Call Center Integration using Cast Iron
Greg GlaserProgram Manager, CRM Solutions
Corporate OverviewAmerisourceBergen Corporation (10,000 Associates)• Fortune 28 company (NYSE: ABC) with annual revenues exceeding
USD$70 billion• Customers include: hospital systems, physician offices, clinics, alternate
care and mail order facilities, independent community pharmacies, regional chain pharmacies
AmerisourceBergen Specialty Group (2,200 Associates)• USD$7 billion per year processed through ABSG eCommerce systems • Pharmaceutical products used to treat patients with chronic and/or
complex diseases (e.g. cancer, MS, HIV/AIDS)• Nation’s largest distributor of flu vaccine, oncology, blood plasma, and
nephrology products• 90% of hospitals in the United States are active customers
Business Landscape
13 Divisions in North America Five call centers
600 call center associates 50 outsides sales reps
Centralized IT infrastructure, support, services Telecom CRM ERP (Baan)
Application Landscape (Simplified)
“Hub and Spoke” model
Salesforce.com (800 seats)
Business Objects & custom Data Marts
Custom eCommerce platform
Data Warehouse(SQL Server)
CRM
E-commerce(Custom)
Data Marts
Custom ERP
Business Challenge
Data Warehouse
(SQL Server)
Business Improvements
Replace six legacy CRM systems with salesforce.com
Phase delivery and avoid service disruptions
Integrate more business intel to empower faster action by CSRs
Call Center Reps
ERP
?
Legacy CRM
Systems
Data Warehouse
(SQL Server)
Business Challenge
Organizational Improvements
Reduce dependency on higher-skilled, higher-cost resources
Shift higher skills to strategic/innovation initiatives
ERP
?
Legacy CRM
Systems
Call Center Reps
Developers
Developers
Data Warehouse
(SQL Server)
Options Considered Custom code
Learning curve to adapt .Netto SFDC
Not aligned with org improvement goals
Incumbent third-party vendors Powerful platform, but as
complex as custom development
New candidates
Professional Services partnerships
ERP
Custom Code
!
! ??
? !
!
Legacy CRM
Systems
Call Center Reps
Developers
Developers
Solutions Cast Iron Solution for real-time
and batch integration
Professional Services partnership with Astadia
A/R, credit, and sales intel are “pushed” to SFDC
Orders and quotes created in eCommerce system are “pulled” real time from data warehouse
Call Center
Data Warehouse
(SQL Server)
ERP
Solutions Cast Iron Solution for real-time
and batch integration
ProServ partnership with Astadia
A/R, credit, and sales intel are “pushed” to SFDC
Orders and quotes created in e-commerce system are “pulled” real time from data warehouse
Call Center
Data Warehouse
(SQL Server)
ERP
ResultsBusiness Improvements Replaced six legacy systems
in eight divisions Delivered 45 discrete
integration processes 200,000 records processed
per day Overnight batch; real-time, on-
demand data integration
Call Center
Data Warehouse
(SQL Server)
ERP
“PUSH” = History, credit
and A/R info
“PULL” = Orders, quotes
and account validation
ResultsOrganizational Improvements Development and support with
1 FTE 80% reallocation in
resources $250k annual savings
Reduced dependency on higher-skilled, higher-cost resources
Less support, more innovation
Call Center
Data Warehouse
(SQL Server)
ERP
“PUSH” = History, credit
and A/R info
“PULL” = Orders, quotes
and account validation
Lessons Learned
Select your partners and solutions based on business goals
Adapt your processes after you’re proficient with the solution
Invest in training and refreshers
Leverage Cast Iron support
Use Cases & 3 Minute Demo
Sean O’Connell, Product Marketing, Cast Iron [email protected]: @CastIronSystems
42
Proven Results
Company Systems Integrated Integration ScenarioProject
Duration(# days)
SFDC, SQL Data Warehouse Customer and account info 21
SFDC & SAP Invoice & order line visibility 11
SFDC, Web Portals, SQL Customer master 15
SFDC & Oracle Customer & catalog info 16
SFDC & PeopleSoft Fund raising information 14
SFDC, PeopleSoft, SQL Server Doctor billing & scheduling 16
SFDC & Store ERP Customer & inventory visibility 9
43
Salesforce CRM Integration Lifecycle
Migrate
1
Legacy CRM App
Synchronize
2
HomeGrown
Extract
3
44
Integrating Salesforce CRM and the Enterprise
Salesforce CRM Enterprise
45
3 Minute Demo
Hottest Leads
Sales
Marketing Shipping
Finance
Invoices
Customers & Orders
46
3 Minute Demo
Hottest Leads
Sales
Shipping
Invoices
Customers & Orders
Marketing
Finance
48
Why Cast Iron?
Solving All Integration Needs For Companies of All Sizes
SaaS to Enterprise
SaaS to MidmarketEnterprise
SaaS to SaaS
$50M
$3B
Using Pre-built Templates
Beyond Configuration Pre-configured TemplatesNo Coding
Next Steps
Sign up for a free Integration Design Workshop from Astadia Call Astadia at 1.877.7ASTADIA (1.877.727.8234)
and mention our free Integration workshop If your project qualifies, Astadia will conduct a
discovery workshop and deliver: A TCO model for integration projects like yours A best-practices integration design strategy for your specific
project A project estimate for delivery of that project
Call NowCall Now
Contact
@Mike LingoCTOAstadia
(407) [email protected] | @MikeLingo
Sean O’ConnellProduct MarketingCast Iron Systems
(650) [email protected]: @CastIronSystems
Greg GlasserProgram Manager CRM SolutionsAmerisourceBergen Specialty Group
(469) [email protected]