Connect 2014: Salesforce integration for IBM Notes and Domino
Customer relationship management (CRM) leads all enterprise software categories in projected growth. By 2017, Gartner predicts the CRM market will increase to $36B, eclipsing ERP sales. At IBM Connect 2014 in Orlando, learn how to use Riva to sync leading on-premise and cloud CRM systems – including Salesforce, Microsoft Dynamics CRM, Oracle Sales Cloud, SugarCRM, NetSuite, and others – directly to IBM Notes and Domino.
Leading on-premise and cloud CRM systems – such as Salesforce, Microsoft Dynamics CRM, Oracle Sales Cloud, SugarCRM, NetSuite, and others – help companies keep track of customers, prospects, and partners and manage interactions with them as they move through complex sales cycles. CRM sits at the heart of the enterprise and all customer data flows through it.
Cloud CRM systems are now used for more than traditional sales force automation (SFA) functions. For example, CRM is being used by sales, marketing, IT, accounting, support, partners, customers, and other stakeholders. Companies now integrate email collaboration, marketing automation, enterprise social media, customer service, and financial systems into their cloud CRM platform. Users expect to be able to have a unified view of their CRM data across all email clients and mobile devices, including IBM Notes (formerly IBM Lotus Notes) and IBM Notes Traveler smartphones and tablets.
Critical role of integration in CRM success
Perhaps the most important CRM integration is the integration with IBM Notes and Domino, the company’s email and social collaboration system.
When a CRM is deployed, IBM Notes users expect to see a unified view of their CRM contacts, calendar events, tasks, opportunities, support cases, and other customer data across IBM Notes desktop clients (PC and Mac), virtual desktop clients (Citrix and Windows Terminal Server), iNotes web client, and IBM Notes Traveler mobile devices (iPad, iPhone, Android, BlackBerry, and Windows Phone).
Client-side IBM Notes integrations for Salesforce, SugarCRM, and others
The traditional approach to connect CRM systems to IBM Notes has been to install legacy IBM Notes plug-ins on all users’ PCs and a separate mobile app on all mobile devices; however, some customers have found that Notes plug-in fall short of their needs.
- Client-side Notes plug-ins need to be installed, configured, and managed for all users. After CRM and IBM Notes/Domino updates, the Notes plug-ins for the CRM system may need to be re-installed, causing frustration for administrators.
- Notes integrations for CRM may slow down the Notes client. (And, we know there’s nothing more frustrating than an email client that is slow to load.)
- The Notes integration for CRM may be limited to Windows desktop users only. This means your Mac, iNotes, virtual desktop, and IBM Notes Traveler uses may not be able to get any CRM integration at all.
- Notes plug-ins may not deliver sufficient control over which contacts get synced and the ability to integrate custom CRM fields and objects into IBM Notes and Domino resulting in data silos.
- Reliability may also be a significant and persistent issue with legacy Notes plug-ins where calendar events aren’t getting synced properly, duplicate contacts are getting created, or there are conflicts among multiple Notes plug-ins. This can cause issues with CRM adoption, user satisfaction, and may result in users turning off or deleting the Notes plug-in for CRM altogether.
- From a mobile perspective, sales reps want access to CRM data in online and offline modes. If their desktop (and Notes plug-in) is turned off, they still need to receive real-time calendar updates on their iPad, iPhone and Android devices.
- Emails may not be able to be synced to CRM contacts, accounts, and other CRM objects (e.g., opportunities, cases, custom objects). Or the Notes plug-in may require for all emails to be automatically archived up to the CRM, rather than allowing users to select which email communications are important enough to track in the CRM.
- The Notes integration may not support your version of IBM Notes and Domino (e.g., IBM Notes 9 Social Edition all the way back to IBM Notes 6) or mixed IBM Notes and Microsoft Exchange environments.
Riva: Direct, server-side synchronization for CRM and IBM Notes/Domino
At Connect 2014, attendees have an opportunity to learn about Riva CRM Integration to deliver direct, server-side synchronization for CRM and IBM Notes/Domino systems.
The Riva CRM Integration session, entitled “IBM notes and Salesforce CRM Integration: Customer Case Study,” on Tuesday, January 28th, from 10:00-11:00 a.m. (Stream 2: For IT Practitioners; Track 08: Spotlight on IBM Business Partners; Where: Swan SW 3-4).
A Riva customer case study will be presented for a large, New York-based financial services company. During the presentation, attendees will learn how Riva is being used to sync contacts, calendars, and email between Salesforce and IBM Notes – in addition to other advanced CRM integration options. We hope you will be able to join us.
Supported CRM systems
IBM customers can use Riva to deliver:
- Salesforce integration for IBM Notes and Domino
- Microsoft Dynamics CRM integration for IBM Notes and Domino
- Microsoft Dynamics NAV integration for IBM Notes and Domino
- Oracle Sales Cloud integration for IBM Notes and Domino
- Oracle CRM On Demand integration for IBM Notes and Domino
- SugarCRM integration for IBM Notes and Domino
- NetSuite integration for IBM Notes and Domino
- Sage CRM integration for IBM Notes and Domino
- Saleslogix integration for IBM Notes and Domino
- GoldMine integration for IBM Notes and Domino
- And other on-premise and cloud CRM systems
Because Riva syncs CRM systems directly to IBM Notes and Domino, it means that Notes users have access to their CRM data across all email clients and IBM Notes Traveler devices, not just their Windows desktop. These clients include IBM Notes 9 Social Edition (right back to the IBM Notes 6 client), IBM Notes for Mac, IBM Notes for Citrix, IBM Notes for Linux, iNotes, and the full range of IBM Notes Traveler devices. No plug-ins required.
Riva – The Leader in CRM Integration
Join tens of thousands of CRM users – from Fortune 500 companies to SMBs – who use Riva to sell more, sync more, and save more time. Riva delivers direct, server-side integration for a dozen of the world’s leading CRM systems and four corporate email platforms. Riva Cloud and Riva On-Premise editions are available.
Contact us at 408.675.5015 or firstname.lastname@example.org for more information.
1. Columbus, Louis. “Gartner predicts CRM will be a $36B market by 2017.” Forbes.com. 18 Jun. 2013. Web. 9 Jan. 2014.
- Riva datasheet for IBM Notes and Domino
- Riva CRM Integration overview for IBM Notes and Domino
- Riva Knowledge Base for IBM Notes and Domino
- Riva demo videos for IBM Notes
- Riva screenshots for IBM Notes
- Riva profile on Salesforce AppExchange
- Meet Riva: IBM Connect 2014 App Throwdown Finalist
- Riva CRM Integration a huge hit at IBM Connect 2014