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Astadia joint webinar final slide deck 072109
1. Astadia and Cast Iron Systems:
Boost Salesforce.com Value with Rapid ERP
Integration
Mike Lingo
CTO
Astadia
Greg Glaser
Program Manager CRM Solutions
AmerisourceBergen Specialty Group
Sean O’Connell
Product Marketing
Cast Iron Systems
2. Agenda
Q&A All
Why Integration with Cloud solutions is
transforming the enterprise
Mike Lingo
CTO
Astadia
AmerisourceBergen Specialty Group Customer
Case Study
Greg Glaser
Program Manager CRM Solutions
AmerisourceBergen Specialty Group
How it Works — 3-minute Demo
Sean O’Connell
Product Marketing
Cast Iron Systems
The Business Value of Integration
Sean O’Connell
Product Marketing
Cast Iron Systems
5. Sales Pressures
Sell More with Less
Client Management
Lack of Data and Analytics
Marketing Pressures
Shrinking Budgets
Database segmentation
ROI on marketing budget
Business Model
Innovation Center
Customer Stickiness
Partner Strategy
Service Pressures
First Call Resolution
Access to customer data
Workflow and Forecasting
Business
Pressures
6. Project Portfolio
Application Backlog
Application Silos
Adoption and
Productivity
TCO & ROI
Shrinking Project Budgets
Reconcile Skillset Matrix
ROI and TCO Scrutiny
Business Model
Innovation Center
Partner Enablement
Customer Stickiness
Business Expectation
Integration is not optional
360° Customer View
Cost Avoidance
CIO
Pressures
7. Technology isn’t a Silver Bullet
Requires execution of project fundamentals
Requirements
Business Alignment
Technical specifications
User Acceptance
What does make a difference? Tools that
enable:
Speed to Market for testing
Simplified deployment and management
Change Management and Ease of Use
Best Practices/Expertise baked into tools and process
9. Integration: The Achilles Heel of Cloud
Satisfaction / Experience
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
User community or network
Integration capabilities
Customization capabilities
Workflow capabilities
Personalization capabilities
Data access and analysis capabilities
Security and privacy
Responsiveness to support requests
Accountability for quality of service
Backup and recovery capability
Pricing terms and conditions
Availability or uptime
System response time
Solution functionality
10. Cloud Delivery Rises to the Challenge
• Business feels
constrained by IT, not
enabled
• TCO and ROI metrics
always in doubt, Value
questioned by business
Traditional IT
Delivery
• Business and IT craft
value together, shared
focus and goals and new
business models
• Shift from Cost Center to
business transformation
focus for IT
Cloud-focused
IT Delivery
13. Integrate to unlock value in legacy apps
Integrate with the cloud
All relevant data visible
Capture 360 degree view
of customer, processes
Increase value of legacy
apps
Salesforce unifies the
working views/reporting for
legacy + cloud apps
Legacy Applications
14. Workflow Engine
A B D
C
Reporting &
Analytics
Multi-Language
Multi-Device
Turbo-charge Salesforce CRM
Making data relevant and actionable
15. Enterprise Cloud Integration
Cast Iron Delivers Success
Connect the Clouds
Connect with legacy on-premise applications
ERP Mktg. Service Finance Assets
16. Cloud Integration Changes the Gameboard
Focus on Business Impact
Accelerate Speed to Market
Increase Adoption
Validate Business Models quickly and thoroughly
Provides Lower TCO and Higher ROI
Significant ROI due to Cost Avoidance and Supply Savings
vs. traditional custom code or heritage integration tools
Responds Well to Change
Plan. Deploy. Innovate.
Tools in hands of business to enact change in CRM apps
Development, Governance and Compliance tools in hands
of IT to manage integrations and application controls
16
17. The Benefits of
Integrating Salesforce CRM
Sean O’Connell, Product Marketing, Cast Iron Systems
soconnell@castiron.com
Twitter: @CastIronSystems
25. 25
Integrating the Sales Cloud
Marketing Shipping
Finance
What are my
hottest leads?
?
Where are
my orders?
?
Has this
customer paid?
?
I need to do
a credit check
?
Where are
my invoices?
?
Sales
IMPACT
Lost revenue
Disappointed
prospects
27. 27
Integrating the Service Cloud
Finance
ShippingRMA
Service
Is her warranty
valid?
?
?
When is her
service
appointment?
Is he a paying
customer?
?
?
Is that part
available?
Was he
really billed twice?
?
IMPACT
Angry
customers
Low satisfaction
rating
29. Rapid Call Center Integration
using Cast Iron
Greg Glaser
Program Manager, CRM Solutions
30. Corporate Overview
AmerisourceBergen Corporation (10,000 Associates)
• Fortune 28 company (NYSE: ABC) with annual revenues exceeding
USD$70 billion
• Customers include: hospital systems, physician offices, clinics, alternate
care and mail order facilities, independent community pharmacies, regional
chain pharmacies
AmerisourceBergen Specialty Group (2,200 Associates)
• USD$7 billion per year processed through ABSG eCommerce systems
• Pharmaceutical products used to treat patients with chronic and/or
complex diseases (e.g. cancer, MS, HIV/AIDS)
• Nation’s largest distributor of flu vaccine, oncology, blood plasma, and
nephrology products
• 90% of hospitals in the United States are active customers
31. Business Landscape
13 Divisions in North America
Five call centers
600 call center associates
50 outsides sales reps
Centralized IT infrastructure,
support, services
Telecom
CRM
ERP (Baan)
32. Application Landscape (Simplified)
“Hub and Spoke” model
Salesforce.com (800 seats)
Business Objects & custom
Data Marts
Custom eCommerce
platform Data Warehouse
(SQL Server)
CRM
E-commerce
(Custom)
Data Marts
Custom ERP
33. Business Challenge
Data Warehouse
(SQL Server)
Business Improvements
Replace six legacy CRM
systems with salesforce.com
Phase delivery and avoid
service disruptions
Integrate more business intel
to empower faster action by
CSRs
Call Center Reps
ERP
?
Legacy CRM
Systems
34. Data Warehouse
(SQL Server)
Business Challenge
Organizational Improvements
Reduce dependency on
higher-skilled, higher-cost
resources
Shift higher skills to
strategic/innovation
initiatives
ERP
?
Legacy CRM
Systems
Call Center Reps
Developers
Developers
35. Data Warehouse
(SQL Server)
Options Considered
Custom code
Learning curve to adapt .Net
to SFDC
Not aligned with org
improvement goals
Incumbent third-party vendors
Powerful platform, but as
complex as custom
development
New candidates
Professional Services
partnerships
ERP
Custom Code
Legacy CRM
Systems
Call Center Reps
Developers
Developers
36. Solutions
Cast Iron Solution for real-time
and batch integration
Professional Services partnership
with Astadia
A/R, credit, and sales intel are
“pushed” to SFDC
Orders and quotes created in
eCommerce system are “pulled”
real time from data warehouse
Call Center
Data Warehouse
(SQL Server)
ERP
37. Solutions
Cast Iron Solution for real-time
and batch integration
ProServ partnership with Astadia
A/R, credit, and sales intel are
“pushed” to SFDC
Orders and quotes created in e-
commerce system are “pulled” real
time from data warehouse
Call Center
Data Warehouse
(SQL Server)
ERP
38. Results
Business Improvements
Replaced six legacy systems
in eight divisions
Delivered 45 discrete
integration processes
200,000 records processed
per day
Overnight batch; real-time, on-
demand data integration
Call Center
Data Warehouse
(SQL Server)
ERP
“PUSH” = History, credit
and A/R info
“PULL” = Orders, quotes
and account validation
39. Results
Organizational Improvements
Development and support with
1 FTE
80% reallocation in
resources
$250k annual savings
Reduced dependency on
higher-skilled, higher-cost
resources
Less support, more innovation
Call Center
Data Warehouse
(SQL Server)
ERP
“PUSH” = History, credit
and A/R info
“PULL” = Orders, quotes
and account validation
40. Lessons Learned
Select your partners and solutions based on business goals
Adapt your processes after you’re proficient with the solution
Invest in training and refreshers
Leverage Cast Iron support
41. Use Cases & 3 Minute Demo
Sean O’Connell, Product Marketing, Cast Iron Systems
soconnell@castiron.com
Twitter: @CastIronSystems
42. 42
Proven Results
Company Systems Integrated Integration Scenario
Project
Duration
(# days)
SFDC, SQL Data Warehouse Customer and account info 21
SFDC & SAP Invoice & order line visibility 11
SFDC, Web Portals, SQL Customer master 15
SFDC & Oracle Customer & catalog info 16
SFDC & PeopleSoft Fund raising information 14
SFDC, PeopleSoft, SQL Server Doctor billing & scheduling 16
SFDC & Store ERP Customer & inventory visibility 9
48. 48
Why Cast Iron?
Solving All Integration Needs For Companies of All Sizes
SaaS to Enterprise
SaaS to Midmarket
Enterprise
SaaS to SaaS
$50M
$3B
Using Pre-built Templates
Beyond Configuration Pre-configured TemplatesNo Coding
49. Next Steps
Sign up for a free Integration Design Workshop
from Astadia
Call Astadia at 1.877.7ASTADIA (1.877.727.8234)
and mention our free Integration workshop
If your project qualifies, Astadia will conduct a
discovery workshop and deliver:
A TCO model for integration projects like yours
A best-practices integration design strategy for your specific
project
A project estimate for delivery of that project
Call
Now
50. Contact
@
Mike Lingo
CTO
Astadia
(407) 409-7000
mlingo@astadia.com | @MikeLingo
Sean O’Connell
Product Marketing
Cast Iron Systems
(650) 230-8424
soconnell@castiron.com
Twitter: @CastIronSystems
Greg Glasser
Program Manager CRM Solutions
AmerisourceBergen Specialty Group
(469) 365-7129
greg.glaser@absg.com
Editor's Notes
As I travel around the country and talk to clients, prospects, and partners I hear a common set of themes as companies work hard to:Refresh their enterprise architecture to a modern technology stackMake progress on their project portfolio in times of challening fundingShow business value on a project by project basisAnd increase user adoption and productivity
The state of the enterprise is what I would sympathetically refer to as The facepalm – bearing the weight of the enterprise on critical decisions with more pressure than ever…but realizing within that pressure there is opportunity. Head in Hand with a heavy burden…how can you make a difference?
What is causing the Facepalm for business and technology leaders?
- - - - -Lower CostsDrive InnovationCreate revenue enhancement opportunitiesTighten Business relationshipsProvide project compliance and governanceEnsure security and audit ability of environmentsShow more business value, FASTER!
How can you think your way through some of those challenges -- I’ve personally seen hundreds of client create dramatic results when embracing the Cloud and taking all of those challenges and business pressures and start to use that pressure to form diamonds out of coal – taking the challenges inherent in application delivery and making them a weapon to use in their fight for systems and processes that show business value and increase user adoption.
For companies who are positioning to [drive a clear strategic direction, improve business process, do other things software can’t do FOR you], Cloud computing offers the ability to… - SUMMARIZE InfrastructureAmazon E2CAkamai
How integration platforms help unlock that value
Speaking points: What does it mean for Sales, Service, Marketing teams? For IT Teams? Specific benefits I can sing about here.NEED TO ADD THESE POINTS? TELL A STORY? Cloud Model is the secret sauce…and here’s why: My years as an IT executive helped me see first-hand how IT struggled to focus on the business – how we were slow to market with solutions, how we seemed arrogant about whether users used our systems or not, and about how SLOW everything was to implement or change as our company business model adapted to changing markets. Cloud Computing changes that story forever. I remember how we struggled to show the value for our investment in a consistent fashion that the business would SIGN UP for. Cloud Computing changes that story forever. I remember how slowly we adapted to business rules and market changes…and how tight-fisted we were about any business control of those rules and our systems. REVIEW DESIGN OF THIS SLIDE
Cast Iron capabilities:Integrate applications in the Cloud (i.e. SFDC, NetSuite, Taleo) with other applications in the CloudIntegrate Cloud applications with on-premise apps (i.e. SAP)Integrate back-end systems in the data centerNote that integration projects may start in one place and migrate to another areaImportant to select an integration solution that can support these different design patterns
Cast Iron capabilities:Integrate applications in the Cloud (i.e. SFDC, NetSuite, Taleo) with other applications in the CloudIntegrate Cloud applications with on-premise apps (i.e. SAP)Integrate back-end systems in the data centerNote that integration projects may start in one place and migrate to another areaImportant to select an integration solution that can support these different design patterns
Cast Iron capabilities:Integrate applications in the Cloud (i.e. SFDC, NetSuite, Taleo) with other applications in the CloudIntegrate Cloud applications with on-premise apps (i.e. SAP)Integrate back-end systems in the data centerNote that integration projects may start in one place and migrate to another areaImportant to select an integration solution that can support these different design patterns
Thirteen divisions… Pharma/Specialty: Product Sales, Nursing/Education services, 3rd party logistics. Distr/Physician: Product Sales, Group Purchasing OrganizationsCall centers/Centralized… 100-125 associates per center (business-unit specific), serving distinct customer groups Depend on information from common systems (ERP for core customer information and financials, Data Warehouse for other enterprise data)
Replace……which reduces the overall TCO by optimizing to two solutions: CI and SFDC45 discrete integration processes supporting five divisionsNo outage; high reliability200,000 records processed per day Overnight batch; realtime; on-demand data integrationA/R, credit and financial info about customers are “pushed” to SFDC Orders and quotes created in e-commerce system are “pulled” from DW
Development and support with 1 FTE80% RIF~$250k annual savings