i t e006 leigh 091807
DESCRIPTION
Full session information and video available on successforce.com.TRANSCRIPT
Andrew LeighDirector, Integration Product Marketing,
salesforce.com
Demystifying ERP IntegrationTake Your CRM Implementation to the Next Level
Robert BallActivant Solutions Integration Lead
Randy BergerSiemens, Process Development Manager
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
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Thousands of Customers Integrate with Salesforce Every Day Now Serving Over 1 Billion API Integration transactions per Month
Most Common is ERP Integration!
ERP Applications Are Often the First Installed
Why First?
•General Ledger
•Operational Efficiencies
•Compliance
•Financial Accountability
What is installed?
•Client Server
•Smaller Set of Users
•Rigid Processes
•Highly Customized
ERP
“Applications will be delivered as services, and vendors that are not delivering applications as services that can be composed and decomposed according to your business needs will go away.”
Charles Abrams, Research director, Gartner Inc.
InfoUSACustomer and Product Master
and real-time IP telephony30 days Cast Iron
Heald CollegeStudent recruitment using Oracle
BPEL Mgr8 weeks Oracle BPEL
Salesforce.com Customer and Product master 8 weeks Salesforce
ADPCustomer Master, Order Master,
Over 30 Applications12 Weeks Salesforce
Adesa 360 Degree Customer View 12 Weeks Scribe
Borland 360 Degree Customer View 8 weeks
SPSS Customer and Account Master 10 days Cast Iron
Destination Process ImplementationCustomer Partner
Proven Success with OracleJust a few of the Oracle customers that have implemented Salesforce
Partner
MagmaAccount and Customer Master
5 days Cast Iron
Symbol TechnologiesForecasting and order management
16 Weeks Salesforce
LittlefuseCustomer and Product master
12 Weeks Salesforce
EskerCustomer and Product Master
12 Weeks
Open Text Order Management 5 days Cast Iron
Destination Process ImplementationCustomer
Proven Integration Success for SAP Customers
After three years, integrating Siebel with SAP was still something we dreamed about we just couldn't make it work. With Apex, we managed to complete our integration project in 90 days"
Jean-michel Berard, Esker Software Snap
Salesforce
Why Integrate My ERP Data with the Rest of the Company?
InvoicesProductsOrdersPricing
ShippingSales
Call Center
Marketing
ERP
Effective Segmentation
Accurate Forecasting
Customer Retention
“Integrated front and backend processes focus the enterprise on customer demand” Find Quote, Gartner Inc.
Where to Start? Let the Process Drive the Requirements Oracle eBusiness Suite Example
Customer Master
Product Master
Pricing Master
Invoicing/Billing Master
Order Master
: Five paths to integration successA comprehensive family of technologies built on top of the Force.com Web Services API
Mash-ups from AppExchange
Native Desktop
Connectors
Integration Middleware Connectors
Developer Toolkits
Native ERP Connectors
1 2 3 4 5
Mash-ups from AppExchange
Native Desktop
Connectors
Integration Middleware Connectors
Developer Toolkits
Native ERP Connectors
1 2 3
: Three paths to ERP integration success
A comprehensive family of technologies built on top of the Forece.com Web Services API
Out of the Box ConnectivityProvides out of the box connectivity to Oracle e-Business Suite 11i (through JDBC) or SAP BABIs
Packaged Transformations and Integration FlowsPre-build XSL transformations and Business Flows for Customer Master records (mapping Salesforce Accounts and Oracle and SAP Customer Records
Cross Reference ManagementProvides capability to cross-reference the Salesforce Account ID and the Oracle and SAP internal identifiers.
Monitoring ConsoleIntuitive and familiar interface for managing and monitoring integration processes.
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2
3
4
Out of the box solution for integrating Salesforce.com and Oracle e-Business Suite 11i and
SAP r3
Out of the box solution for integrating Salesforce.com and Oracle e-Business Suite 11i and
SAP r3
1 2
3
4
1. Force.com Connect for Oracle 11i and SAP r3
1
• Force.com Connect for Oracle 11i example Packaged Transformations
Bi-directional mappings and transformations
Maps to both, the TCA Party and Account layer in the Oracle Trading Community Architecture
Activant – Increased Sales Productivity with Integration to Oracle 11iForce.com Connect for Oracle 11i and Fusion Middleware
ChallengeChallenge
Saddled with inconsistent view of
customers across multiple applications
Wanted to ensure customer profile data
is the same across systems
Sought to increase sales productivity by
providing critical customer data to sales
teams through a single interface
Poor business visibility and disparate
CRM and other enterprise systems
resulted in low productivity
Saddled with inconsistent view of
customers across multiple applications
Wanted to ensure customer profile data
is the same across systems
Sought to increase sales productivity by
providing critical customer data to sales
teams through a single interface
Poor business visibility and disparate
CRM and other enterprise systems
resulted in low productivity
SolutionSolution ResultsResults
Used Force.com Connect for Oracle 11i, a native connector from Salesforce, to synchronize customers across systems
Customer master integration will serve as the springboard for process integration via Oracle Fusion BPEL manager
Next phases: Contacts Web Portal Install Base Items, Pricing Order Entry
Used Force.com Connect for Oracle 11i, a native connector from Salesforce, to synchronize customers across systems
Customer master integration will serve as the springboard for process integration via Oracle Fusion BPEL manager
Next phases: Contacts Web Portal Install Base Items, Pricing Order Entry
Higher sales productivity
Sales can now access critical ERP data via
Salesforce
Reduced time per sales call
Synchronized Customer Master across
front and back office
Solution installed in minimal time under
budget.
Higher quality data, better communication
between Sales and Finance departments
Higher sales productivity
Sales can now access critical ERP data via
Salesforce
Reduced time per sales call
Synchronized Customer Master across
front and back office
Solution installed in minimal time under
budget.
Higher quality data, better communication
between Sales and Finance departments
Salesforce Oracle 11i
Activant – Who are we
Systems IntegratorLeading provider of POS/ERP solutions for medium sized businesses in 4 vertical markets: Hardware Stores, Auto Parts, Lumber/Building, Wholesale Distribution. Revenue = $500 million/year. Aprox 400 sales reps.
Complete Solutions ProviderIntegrate the hardware, OS, database, apps software, connectivity, content, and services to be the “IT Department” for our customers.
Steep Growth CurveSeveral acquisitions per year ($50 million - $200 million companies).
Most Sales to Existing CustomersOver 2/3rds of sales revenue comes from existing customers. Aprox. 2/3rds of total revenue comes from recurring fees (license, content subscription & services).
Activant Solutions Inc. – Livermore, CAActivant Solutions Inc. – Livermore, CA
Activant – ERP Integration Challenge Faced
Business ChallengesBusiness Challenges
Change processes in Finance to maintain
needed data on Oracle
Persuade Sales Reps to allow Oracle to
overwrite “their” data
Transformation business logic
Synchronize the meaning of data items
Develop feedback channels (Sales –
Finance)
KNA process
Change processes in Finance to maintain
needed data on Oracle
Persuade Sales Reps to allow Oracle to
overwrite “their” data
Transformation business logic
Synchronize the meaning of data items
Develop feedback channels (Sales –
Finance)
KNA process
Technical ChallengesTechnical Challenges
Data denormalization issue “Safety Net” concurrent requests Packing multiple data items into a
single descriptive flexfield Oracle Business Event system (Workflow)
Implementing changes Overloading
KNA Process Oracle descriptive flexfield
Salesforce workflowImplementation strategy
Comparing Oracle & Salesforce data Phased go-live using data load utility Temporary Salesforce workflow
Data denormalization issue “Safety Net” concurrent requests Packing multiple data items into a
single descriptive flexfield Oracle Business Event system (Workflow)
Implementing changes Overloading
KNA Process Oracle descriptive flexfield
Salesforce workflowImplementation strategy
Comparing Oracle & Salesforce data Phased go-live using data load utility Temporary Salesforce workflow
Activant – Solution - Roadmap
1 Business AnalysisMost of Activant’s was already done as a result of Legacy integration, and initial Salesforce data load. Activant had additional work resulting from Legacy system data not being on Oracle yet.
Develop on Oracle FirstThe ERP effort is bigger, more risky and has more “red tape”. Salesforce development & Force.com Connect development is much smaller – more fun.
Have Sales Sign Off on the DataShow them the differences between what’s in Salesforce now and what Oracle will overwrite with. Work through the differences until Sales is satisfied before implementing.
Go Live in Phases (if Possible)By coupling data signoff with Go Live, the process is smother. By implementing in phases it is more manageable.
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4
Activant – Benefits
Increased Sales & Finance ProductivityHidden cost of sales having to “look up” information eliminated, especially when it required calling someone. Finance gets better feedback and can get the data correct quicker (less back & forth).
Team SpiritBefore, Sales complained about the data that Finance maintained and their responsiveness. Now it’s a partnership and Sales shares responsibility for data accuracy.
Better ReportingBy having the data synchronized, reporting on Oracle & Salesforce data together is easy.
More Accurate DataWith the feedback loop, the Oracle data is more accurate.
Easy to Monitor & MaintainOracle alerts & Salesforce workflow notifications provide electronic alerts, often before problems occur.
2. Integration Middleware ConnectorsForce.com Connect Category on the AppExchange
Data Integration
Integration Appliances
Middleware
Composites
SOA
Certified connectors to more than 30 integration middleware partners
Document Management
Integration Partner Ecosystem
Low Complexity Medium Complexity
High Complexity
Composite Apps• Enterprise Mash-ups• Rich user interface
Application Integration• Real-time integration•Multi-step integration• Human workflow
Data Integration• Data migration• Data replication• Bulk Data Transfers
Data Cleansing• Data deduplication• Data assessment
4
Scontrol
Siemens – Who are we
Siemens – ERP Integration Challenge Faced
Siemens – Solution - Roadmap
Siemens – Benefits/Lessons Learned
DellCustomer and Material Master
12 Weeks
Heald College Student Recruitment 12 weeks
CiscoSOA Customer Data Integration
6 months
Rolls Royce Order Management In Process
AshlandCustomer, Pricing and Material Master
16 Weeks
BrocadeOrders, Products, Customer Master
12 Weeks
ShellCustomer and Material master
In Process
Middleware Process TimeCustomer
Proven Enterprise Platform ERP Integration Success
End Point
• Freedom to develop highly custom integrations
• Leverage existing language and IDE experience
• Interact with Salesforce data via the Apex Web Services API
• Access toolkits and free developer edition accounts on the AppExchange Developer Network
http://www.salesforce.com/developer
3. Developer ToolkitsBuild custom integration solutions
Example: Data Loaded from External System via API
Invoices Custom Object Loaded via API
Salesforce AccountData
Examples: Enterprise Mash-Ups
/ Mash-up / Account/Open Orders Mash-up
Account, Opportunity data Order Management data
Miyachi Unitek – Integrated Lead Tracking and Marketing Accountability
ChallengeChallenge
Needed to consolidate seven disparate customer
databases
Wanted to Integrate Web mail solution with CRM
app
Sought to improve customer visibility across 18
different countries.
Fragmented customer data hindered
collaboration across sales teams
Required improved lead tracking processes and
marketing accountability
Needed to consolidate seven disparate customer
databases
Wanted to Integrate Web mail solution with CRM
app
Sought to improve customer visibility across 18
different countries.
Fragmented customer data hindered
collaboration across sales teams
Required improved lead tracking processes and
marketing accountability
SolutionSolution ResultsResults
Deployed Salesforce.com globally across all sales teams
Integrated core back office processes such as customer master, quotes, orders, invoices, and RMAs, with legacy ERP application
Bi-directional sync of front office and back office
Implemented Force.com Mobile best practices
Integrated product configuration and quoting process across Salesforce and ERP systems
Extended standard data model to integrate custom objects from external systems
Installed six applications from AppExchange to improve efficiency of sales, marketing, and HR processes
Deployed Salesforce.com globally across all sales teams
Integrated core back office processes such as customer master, quotes, orders, invoices, and RMAs, with legacy ERP application
Bi-directional sync of front office and back office
Implemented Force.com Mobile best practices
Integrated product configuration and quoting process across Salesforce and ERP systems
Extended standard data model to integrate custom objects from external systems
Installed six applications from AppExchange to improve efficiency of sales, marketing, and HR processes
Standardized employees across 18 countries
on Salesforce platform
Reduced the number of internal calls to check
order status by 70 percent by increasing
visibility
Improved accuracy of forecast and pipeline
information
Ability to monitor marketing ROI including lead
generation spend and matching campaign
revenue
Preintegrated applications from the
AppExchange extend the value of the core
Salesforce applications
Standardized employees across 18 countries
on Salesforce platform
Reduced the number of internal calls to check
order status by 70 percent by increasing
visibility
Improved accuracy of forecast and pipeline
information
Ability to monitor marketing ROI including lead
generation spend and matching campaign
revenue
Preintegrated applications from the
AppExchange extend the value of the core
Salesforce applications
Salesforce Legacy ERP
Force.comAPI
ERP Integration Best Practices
Partner with Business – Understand the Processes
Do You Already Have a Standard?
Choose Approach Based on Cost vs. Benefits
Look for great partners – Buy vs Build
Real-time vs. Right-time
Plan for Growth
Additional Resources
Integration Demo Booth
Expo Booths: Integration Partners
Salesforce.com/Platform/Integration/ Apex Connect White Paper
Integration Section ADN API Guide
Mashups Cookbook
Apex Code – Salesforce SOA
Apex Exchange – Integration Section (Partners)
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How Do I Extend My ERP to the Rest of the Company?
Sales
Opportunity Pipeline
Quotes
Competition
Sales Customer Profile
PRM
Partner Profiles
Partner Customer Profiles
Partner Opportunities
Customer Service
Service Requests
Resolutions
Service Customer Profile
Customer Satisfaction
Marketing
Marketing Customer Profiles
Leads
Campaigns
Marketing Schedule
Supply Chain
Back Office/Supply Front Office/Demand
“Applications will be delivered as services, and vendors that are not delivering applications as services that can be composed and decomposed according to your business needs will go away.”
Charles Abrams, Research director, Gartner Inc.
Financials
Customer Financials
General Ledger
Accounts Receivables
Invoices
Order Management
Products/BOM
Orders
Shipping