Riva empowers ForFarmers to seamlessly keep their SAP Hybris C4C and Microsoft Exchange in sync

ForFarmers is an internationally operating feed company based in Lochem, the Netherlands, specializing in solutions for conventional and organic livestock farming. They work with Riva On-Premise to sync contacts, calendars, and tasks between SAP Hybris C4C and Microsoft Exchange on a server-level. Providing full support for mobile devices like iPad, iPhone, and other active sync devices for their 400 account and sales manager is key and helps improve CRM adoption, increase sales, drives CRM value, and reduces flip-flopping between applications. There are no Outlook plug-ins or separate SAP C4C mobile apps that need to be installed, configured, or managed.

Overview

ForFarmers delivers feed solutionForFarmers, based in Lochem in the Netherlands is an internationally operating feed company that offers total feed solutions for conventional and organic livestock farming. By working side-by-side with farmers, ForFarmers delivers real benefits – better returns, healthier livestock, and greater efficiency. This is achieved by offering tailored and total feed solutions and a targeted approach with specialist and expert support.

With sales of approximately 9.3 million tons of feed annually, ForFarmers is market leader in Europe. ForFarmers has production facilities in the Netherlands, Belgium, Germany, and the United Kingdom.

The Challenge

Working closely with Acorel, a SAP partner in the Netherlands, ForFarmers implemented SAP C4C as their corporate CRM solution. At the same time, Riva CRM Integration was recommended by their SAP consultant as solution to meet their specific sync requirements. SAP Hybris C4C allows ForFarmers to more effectively manage the company’s customer relationships and leveraging the customer journey.

Besides SAP C4C, ForFarmers is using Microsoft Exchange as their company-wide e-mail and collaboration system. The need to seamlessly integrate these two key systems was essential to continue their market lead in Europe by supplying economic and sustainable total feed solutions on farm, which enables farmers to produce high quality meat, milk, and eggs. Riva CRM Integration, available for on-premise and cloud, offers advanced server-side integration out of the box for Exchange and SAP C4C and other leading CRM and e-mail systems. Riva syncs CRM contacts, calendars, tasks, email, opportunities, cases, custom fields, and custom objects. Plus, Riva has pioneered several advanced sync features to meet today’s Rubik’s Cube of sync requirements.

The company’s sales representatives spend much of their time traveling to visit their clients. During these visits, they need access to integrated CRM and email systems and all relevant data – available cross-platform in an intuitive and user-friendly way. To support ForFarmers mobile users they needed a server-based sync solution without a footprint on the device. With Riva there are no additional Outlook plug-ins or separate SAP C4C mobile apps that need to be installed, configured, or managed.

The Solution

At the same time ForFarmers took their SAP C4C system live, the company implemented Riva, starting with 100+ users. After a free trial and proof of concept, ForFarmers realized that Riva offers the required key tasks identified by ForFarmers, which were to:

  • Sync calendar activities from SAP C4C to Exchange (uni-directional)
  • Provide fine-tuned contact sync
  • Keep tasks up-to-date in both systems

Riva provides support for the ForFarmers sales force using Outlook and mobile devices (iPad, iPhone, Android, Microsoft Surface, and other active sync devices) and offers a set of sync rules fixed in the individual Riva policy for all users or user groups e.g. based on specific sync requirements for events like a private appointment which shouldn’t be synced. In addition, Riva allows advanced contact synchronization and filter capabilities. Advanced customization requirements were addressed by the Riva Client Engagement team to fill the final sync gaps and make the systems integrate seamlessly.

Riva is flexible, and highly scalable – which allowed ForFarmers to easily add more users over time. Riva On-Premise is reliable and easy to manage. Today, the robust sync engine is managed by one administrator in a single on-premise installation for all 400 users internationally. The account and sales manager at ForFarmers can maintain their calendars once in SAP Hybris C4C and do not have to add things twice and flip-flop between applications.

The Riva implementation and support requests are solved by remote sessions and a ticket system. Via these remote reviews and meetings, ForFarmers provided insights into their specific challenges and the Riva support team was then able to provide solutions to fine-tune their needs. “Whether it was an upgrade to the newest version that was required, or adding extra parameters to the configuration to satisfy our requirements, Riva provided the solution in a timely manner. The support team reacts very quickly to our needs and has an excellent knowledge of the products and related systems. Our team is very impressed with their customer service,” said Gert-Willem ter Avest, IT Business Analyst at ForFarmers. In fact, Riva was recently honored with a Stevie Award for customer service excellence.

Riva is compatible with both virtual and physical servers.  ForFarmers runs Riva On-Premise on a virtual Windows Server 2012 R2. Riva On-Premise requirements are scaled per the number of Riva users being synced by Riva which is described in detail within the Riva Knowledge Base.

The Results

For ForFarmers, the main driver for the implementation of Riva On-Premise was the CRM rollout of SAP Hybris C4C. The cost savings realized through Riva are mostly in time-savings, and high user-adoption due to a convenient usage – having CRM data embedded in the native structure of the email client and mobile devices. Riva provided a solution which met ForFarmers customer sync requirements 100%. Automating processes and using technology solutions to transport data allows ForFarmers to focus on adding value to their customer interactions. Gert-Willem ter Avest, IT Business Analyst at ForFarmers said, “We wanted our customer-facing staff to be able to concentrate on our customers and not our systems. Thanks to Riva, that is exactly what they are able to do.”

The critical need to support ForFarmers sales force via their e-mail clients and mobile devices –  any time, anywhere – by enabling seamless calendar sync between SAP C4C and Microsoft Exchange is met by Riva CRM Integration.

ForFarmers will continue to rely on Riva On-Premise and take advantage of server-side sync. Soon they will add bi-directional calendar synchronization to their default sync settings.

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