Riva Integration Server for
Oracle CRM On Demand
Moving Beyond the Outlook Plug-in
Aldo Zanoni
CEO and Managing Director
Omni Technology Solutions
780.423.4200 Ext. 232
aldo@omni-ts.com
www.omni-ts.com
Agenda
1. Accelerate Oracle On Demand Adoption by Solving
the Last Mile User Adoption Gap Challenges
2. How Riva Helps Solve the Last Mile Challenges
3. Riva Overview
4. Future Video to Demonstrate Using Riva with
Exchange and Oracle CRM On Demand
What Causes the Last Mile User Adoption Gap?
x
Last Mile Challenges – Audience Poll
• What are the causes of lack of adoption?
– CRM doesn’t align with business processes
– Outlook plug-ins don’t do what I need
– CRM interface is clunky
– 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
– …
Identifying Gap Users
1. Outlook Web Access users who need to synchronize
2. Mobile users who are so disconnected they can’t benefit from
the Outlook plug-in
3. Users who need to synchronise recurring appointments
4. iPhone, BlackBerry, Android, or ActiveSync users who would
like to see their opportunities, cases, quotes on their devices
5. Accounts with Macs or GroupWise that need to sync
Identifying Gap Users
6. Users who need to synchronize with more than one instance
of Oracle CRM On Demand or two different CRMs
7. Accounts that need to synchronise custom fields
8. BPOS (Exchange On-line) users whose needs aren't being
satisfied with the Outlook plug-in
9. Accounts where administrators want to control what gets
synched to user accounts
What are some of the Plug-in Challenges?
• Need to be installed and maintained on your laptop,
desktop and/or home machine
• Requires Admin privileges to install
• A separate and different application needs to be installed
on your BlackBerry, iPhone or ActiveSync mobile device
• Support issues caused by upgrading the desktop OS,
version of Office, Exchange or version of Outlook
• Perceived complexity
• User frustration causes lack of adoption or poor adoption
• Limited to one instance of CRM
How Does Direct Server-side Synchronization Help Solve the
Problem? Transparency - Simplicity
Microsoft Outlook
Microsoft Outlook,
Oracle CRM On Demand
Outlook Web Access, BlackBerry,
ActiveSync devices,
iPad, iPhone, Entourage for Mac,
Mac Mail / iCal / Address Book and
all GroupWise clients
MANDATE TO THE RIVA DEVELOPER TEAM:
“Allow me to live in my email client
and access and manage my
CRM content.”
Think of Riva Integration Server as
a bridge or gateway between...
Exchange and
GroupWise
Solution – Riva Integration Server
Three versions of Riva
Riva On Premise: Install Riva on a Windows XP
workstation or Windows server in your environment to
synchronize multiple accounts. (Central Administration)
Riva Live: Riva offered in the cloud as SaaS. Nothing
to install in your environment. Individual users set up
their own sync policies.
Riva Hosted: Available for hosted email or CRM
providers who want to offer Riva as a hosted solution to
their customers.
Riva Live – Cloud Edition
CRM Deployment is a Business Decision
CRMs, ERPs and LOB applications play a strategic role
for management, sales and service staff.
Businesses depend on and users LIVE in their CRM
applications.
But users also live in their Exchange clients!
Riva is strategic with customers because it transparently
integrates their CRM and Exchange.
#1 Objective for Corporate Buy-in?
Increased Profitability (better customer service, more sales)
Sales and customer service are highly collaborative
experiences.
Riva fosters and enhanced productivity and collaboration
without changing how people use their email client.
Riva enhances profitability, sales and customer service by
giving your employees access to accurate CRM
information anytime and anywhere they have access to
Outlook or GroupWise !
® ®
#1 Criterion for User Buy-in?
Ease of Use
If the CRM 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 users have. Riva
gives time back to your users.
Riva gives users access to accurate and updated
information inside the CRM or inside their email client —
any time and anywhere.
Riva’s Server-side Advantages
• No-touch integration (no software to install on clients)
TM
• 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
Riva’s Strongest Asset: Transparency
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
Riva ConnectBar , AssignTo and TM TM
SmartConvert TM
TM
Riva ConnectBar allows you to review and edit
opportunities, quotes, projects and cases directly
from your Exchange client.
TM
Riva AssignTo allows 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.)
TM
Riva SmartConvert Drop Folders allows 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.
See: www.omni-ts.com/crm-integration
SmartConvert Folders – Email
TM
Support for Exchange Recurring Appointments
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).
Riva Helps Close the User Adoption Gap:
• Highly scalable, server-to-server synchronisation
• No plug-ins to install or update on any client machines or
mobile devices
• 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:
https://www.rivasync.com
In Summary
• 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:
https://www.rivasync.com
Use our Contact Us link
to get more information
about Riva.
Thank you!
Aldo Zanoni
CEO and Managing Director
Omni Technology Solutions
780.423.4200 Ext. 232
www.omni-ts.com
Live Presentation:
Riva Client Experience:
OWA and Outlook Client
Riva Management Interface
Outlook, Entourage, Snow Leopard
and GroupWise
Client Screenshots
Riva CRM Integrations...
Mac Address Book
Mac Snow Leopard iCal
Mac Snow Leopard SmartConvert
Mac Entourage Opportunities Folder
Mac Entourage CRM Calendar
Mac Entourage Opportunities
Integrated CRM Dashboard View in GroupWise ®
Contact Integration – Microsoft CRM
Riva ConnectBar – View Opportunity
Riva ConnectBar - Link to Opportunity
SmartNotes for Service Activities
TM
AssignTo – Archive Email to Existing Opportunity
Opportunity Folder - Contains HTML Email
Representations of Your Opportunities
Riva Sync Policy Target
Riva Scheduling
Riva Address Books
Riva Calendar Settings
Riva Task Settings
Riva Other Settings
Riva SmartConvert Settings
Riva “Assign To” Settings
Riva Connection Option Settings