How a major Australian bank uses Riva to synchronize thousands of calendars

A Big Four Australian bank uses Riva to synchronize over 5,000 bankers’ calendars, – including attendees and recurring appointments – between Oracle CRM On-Demand (CRMOD) and Exchange (Outlook). The solution incorporates the Oracle Service Bus (OSB) to ensure compliance and security. The bank’s three key requirements were: scalability, reliability, and sync frequency. Riva was able to address all of these, while having configuration flexibility to deal with the bank’s unique user role requirements.

Overview

A Tier 1 Australian bank, with Australian and global operations, implemented Oracle CRMOD across its brokering and business banking operations, to streamline customer service and meet strict regulatory compliance requirements. Initial adoption of CRMOD was slow, as new CRM implementations typically require additional data entry. Riva was brought in to bridge the gap between CRMOD and email and to improve employee CRM adoption. Today, Oracle CRMOD is integrated with the brokering and business banking calendars to provide timely, reliable, and scalable sync while managing appointments, recurring appointments, and all other calendar entries.

The Challenge

When the bank first approached Riva, we were presented with three main challenges: reliability, sync time, and scalability. The bank uses the Oracle Service Bus (OSB), an enterprise middleware that communicates with Oracle CRMOD to securely screen and manage any traffic going into the CRM. Not only did Riva have to meet strict functionality requirements, it also needed to seamlessly interact with a secure data gateway.

Reliability
Banks rely on accurate data and reliable technology. Hence the bank was looking for a solution that not only provided sound, robust integration, but that also had a fail-safe reporting mechanism to alert the administrators of any system disruptions. Plugins tend to break and stop the sync without users knowing about it until they stumble across gaps in their calendar or contact folders by accident.

With Riva, if the sync gets disrupted for any reason, Riva attempts to sync no more than three sync cycles and then sends out an alert to an email address of your choice. So, you will never get caught by surprise. In addition, when the sync is restored – unlike plugins – Riva can be set to sync historical information and pick up any of the data that was missed while the sync was off. That means you will never lose any of your data!

Sync time
The bank had very specific requirements for close to real-time sync cycles. While Riva can be set to sync as frequently as 30 seconds, for a large organization such as this bank, high sync frequencies also drastically increase the number of API calls, which can cause problems where API calls are restricted. Furthermore, higher sync frequencies come at an additional cost. Riva’s Client Engagement Team was faced with the challenge of having to find the right balance between frequent sync times, technical restrictions, and financial feasibility to justify Return on Investment (ROI).

Scalability
Implementing a new solution which requires monitoring and constant measurements can be daunting for even a small user base. Imagine having several thousand employees – all who sync using Riva. How does one achieve reliable, measurable results? The Riva team is able to address the requirements around scalability, management, and implementation. Whether you are setting up one user or several thousand users, regardless of your sync requirements, Riva has the solution. For smaller deployments, you can have your sync implementation up and running within a matter of an hour, and our Success Team is always happy to guide you through the setup and management of your personal sync policy. For large scale projects, we offer professional services to properly plan and execute your Riva implementation. When it comes to scalability, Riva has certainly has you covered!

Other challenges
The bank uses a role-based model rather than a user-based model, in which employees move into roles, being assigned a new user in Oracle CRMOD. Changing positions this way can cause a disruption in the sync as the sync tool cannot access the user’s original credentials any longer. But unlike standard sync solutions, Riva is highly customizable and was able to accommodate even this challenge.

The Solution

Riva was rolled out in two stages. The first stage addressed the key issue of the user model. Riva was set to accommodate the movement of users within the organization where the mailbox did not change, but the Oracle CRMOD user did. This approach was tested and optimized in the second stage, during which smaller issues such as improving sync flow and adding new users was addressed.

A 15-minute sync cycle was introduced. While this is not the quickest Riva is capable of, it fully met the bank’s requirements in terms of ROI, usability, and user satisfaction. Rather than having to wait a full 15-minute cycle for calendar entries to sync, many users noted an apparent eight-minute sync cycle, given that new calendar entries often get created right in the middle of a cycle. Riva simply picks up any new items and magically syncs them in the next cycle.

The Results

This Australian bank successfully uses Riva to reliably sync thousands of users’ calendar items, including attendees and recurring appointments, between Oracle CRMOD and Exchange, using OSB. Not only was Riva able to meet the bank’s requirements in terms of reliability, scalability, and sync frequency, it was also flexible enough to accommodate the issue of the business banking user model.

Peter Charnock, Riva’s General Manager – APAC noted, “Riva is used by 3 of the top 5 U.S. banks and over 10 of the top 50 global banks. We have been pleased to work with this Australian bank to deliver robust, reliable server-side synchronization which meets their demanding business and security requirements”.

Through Riva’s integration efforts, the bank experienced a large improvement in the adoption of the CRM and increased the bank’s user satisfaction rate by a large percentage. If you would like to learn more about how Riva can help you improve business processes, please contact us. We would be happy to provide a free demonstration and talk to you about how Riva can help you work smarter, not harder.

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