drive superior customer experiences with integration appliances
DESCRIPTION
TRANSCRIPT
Drive Superior Customer ExperiencesWith Integration Appliances
David Burnett
VP of IT
March 2008 • PGP Corporation • Confidential
© 2008 PGP Corporation | Confidential | 2
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 PurchaseOrder 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
Picture here
Application Environment
PGP Portal
EDI
Enterprise
Customer
RenewalOpportunities
SupportEntitlement
Fulfillment
Orders
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Service & Support Integration Challenges
• Build or buy?• The tradeoffs
– Skilled resources– Budgets– Technologies
• Strict project deadlinesPicture 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/HTTPPOMS 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 portabilityPlatform 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