1. Drive Superior Customer Experiences
With Integration Appliances
David Burnett
VP of IT
March 2008 • PGP Corporation • Confidential

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Agenda
• About PGP Corporation
• Challenges and Opportunities
• Solutions Implemented
• Results & What We Learned
• Next Steps

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About PGP
• Leading Global Security
Software Firm
• Based out of Palo Alto, CA
• Global Use by
80,000+ Organizations
• Unique
PGP® Encryption Platform
• High Growth
– 22 quarters of consecutive bookings
growth
– Over 1 million customer transactions
• Multi-channel sales model
– Web Sales
– Channel
– Enterprise

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Our Environment
• Mix of software-as-a-service
(SaaS) and in-house applications
– RightNow
• Service & support
– Salesforce.com
• Sales force automation
– POMS
• Order management
• Digital product fulfillment
• Very common data problems
– Siloed applications
– Duplicate and/or only partially
consistent data
Custom Purchase
Order Management
(POMS)

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Business Need for Integration
• Migrate data from legacy
CRM to RightNow
• Consolidate reporting
across multiple systems
• Synchronize data
between ordering and
support
• Create data consistency
• Goal: ensure syndication
and federation of data
across applications
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Application Environment
PGP Portal
EDI
Enterprise
Customer
Renewal
Opportunities
Support
Entitlement
Fulfillment
Orders

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Service & Support Integration Challenges
• Build or buy?
• The tradeoffs
– Skilled resources
– Budgets
– Technologies
• Strict project deadlines
Picture here
Oracle-based ERP  CRM
Build or Buy?

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Options Tested: Custom Code + EAI
• Custom code didn’t scale:
– Hand coding Java interfaces
– SQL, Web services, etc.
– Limited visibility of errors
• EAI (TIBCO, webMethods)
– Heavy lifting (overkill)
– Too expensive to justify
• Deeply technical resources
required
• Focus: “technology, not the
solution”
Picture here
Oracle-based ERP  CRM
Needed a better alternative!

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Solution Chosen: Cast Iron
• Simple Experience
– Out-of-the-box installation
– Configuration, not coding
– Focus: “solving business
problem, not technology”
• Deeply technical skills not
required
• Functionality:
– Connectivity, data mapping,
workflow rules
– Extract support data from
POMS (SQL)
– Update RightNow in real time
using XML/HTTP
POMS  RightNow Integration

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Results
• Solution
– Cast Iron connects Order Mgmt
(Oracle) with On-Demand CRM
(Right Now) in real time
– No coding to complete entire
project
– Single console to track
transactions
• Results
– Entire project completed in
10 days
– Customer configured entire
project without any training
– Payback in less than two
quarters
POMS  RightNow Integration

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Cast Iron as Platform
• Expanded to use Cast Iron as
platform for enterprise
integration needs
– Automated
– Stable
– 24 x 7 availability
• Results
– Eliminates dependencies on
individual applications for
integration
– Increases ROI as more
applications are integrated
– Configuration, not coding to
make integration changes
Platform Integration
EDI Orders
Digital
Product
Fulfillment

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Cast Iron as Platform
• Expanded to use Cast Iron as
platform for enterprise
integration needs
– Automated
– Stable
– 24 x 7 availability
• Results
– Eliminates dependencies on
individual applications for
integration
– Increases ROI as more
applications are integrated
– Configuration, not coding to
make integration changes
– Facilitates data portability
Platform Integration
EDI Orders
Digital
Product
Fulfillment

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Lessons Learned
• Rapid RightNow adoption requires rapid integration
• Application integration takes careful planning
• Custom coding projects are harder than anticipated
• Off-the-shelf solutions can be fast/easy
• Integration Appliances are attractive because:
– Simple to install, configure and maintain
– “Configuration, not coding” experience
– Lets us focus on the business!

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Thank You