Leading material handling company replaces Oracle PIM Sync with Riva

Riva quickly synchronizes contacts, calendars, tasks and email between CRM and email systems, much the same way that a skilled forklift operator transports pallets and crates around a warehouse. Riva works reliably. It syncs CRM systems directly to Microsoft Exchange, thereby eliminating the need to install or configure any Outlook plugins or separate mobile applications. And it is ideal for large companies with hundreds or thousands of CRM users spread across a wide region.


Global companies’ success is based on innovation, technology, and fine-tuned business processes. Because customer relationship management (CRM) systems track customer interactions and purchases, the lifeblood of the company, it is critical for CRM systems to seamlessly integrate with corporate email systems. And, for the majority of global enterprises, the dominant corporate email system is Microsoft Exchange. A leading material handling firm replaced Oracle PIM Sync with Riva to keep Oracle CRM On Demand and Microsoft Exchange in sync for hundreds of users.

The Challenge

For several years, the company used Oracle PIM Sync to sync Oracle CRM On Demand to Microsoft Outlook for its users. The Outlook integration did help sales reps to work more efficiently and to sync the basics.

The challenge is that the administrative burden of Oracle PIM Sync, and all Outlook plugins, for that matter, increases dramatically as companies need to sync CRM data for hundreds, or thousands, of users. (Particularly, when these users are spread across a wide geographic region like Europe or North America and they need CRM integration for Windows PCs, Mac desktops and laptops, and mobile devices from iPad to Samsung smartphones.)

The Solution

The material handling company consulted with its Oracle CRM On Demand consultant. And the consultant determined that Riva delivers the best way to sync Oracle CRM On Demand to Microsoft Exchange. The company then evaluated and implemented Riva for a few hundred sales reps.

The company installed Riva on a Windows server. A single installation. They then created a rule-based sync policy and quickly enabled it for a few hundred sales reps. There were no Outlook plugins to install or configure. There were no support calls or tickets to respond to. And the company immediately saw the ease with which they could license additional users and seamlessly sync their Oracle CRM On Demand and Exchange accounts.

The Results

Because Riva syncs Oracle CRM On Demand directly to Microsoft Exchange, all email clients and mobile devices are supported. Oracle PIM Sync, on the other hand, is limited to Windows Outlook only. This meant that, overnight, the company could use Riva to sync Oracle CRM On Demand to all versions of Microsoft Outlook, Outlook Web Access (for users that occasionally used OWA to check emails or access contact details), Outlook for Mac, and all leading mobile devices (iPad, iPhone, Android, BlackBerry and Windows Phones).

Riva provided additional value by offering fine-tuned control over what gets synced and how it syncs. Plus, Riva syncs more than the basics. It syncs Oracle CRM On Demand contacts, leads, calendar activities, to-do’s, opportunities, service requests, and more. Riva allows sales reps to selectively choose which emails they wish to sync, instead of syncing all of them automatically. And, Riva can be customized to sync Oracle CRM On Demand custom fields and custom objects.

Riva helped reduce manual data entry in Oracle CRM On Demand. And it provided sales reps with the flexibility to use Microsoft Outlook, Outlook Web Access, a Mac, or any mobile device to quickly and easily create and view CRM On Demand contacts, calendar events, tasks, opportunities and service requests.