ipaw133_weigel-ipaw133_mission-critical salesforce.com integration with informatica...

Mission-Critical Salesforce.com Integration with Informatica Cloud

Presented by

Vijay Narayanan, Informatica

Susie Marshall, IT Manager, Qualcomm

Derald Sue, CIO, InsideTrack

May 13, 2014

Safe Harbor

The information being provided today is for informational purposes only. The

development, release and timing of any Informatica product or functionality

described today remain at the sole discretion of Informatica and should not be

relied upon in making a purchasing decision. Statements made today are

based on currently available information, which is subject to change. Such

statements should not be relied upon as a representation, warranty

or commitment to deliver specific products or functionality in the future.

Informatica Cloud Path at Informatica World 2014

2:15 ARCH111 PowerCenter and Informatica Cloud: A Hybrid Integration Environment CASTELLANA 1

3:30 PP111 Informatica Cloud 101: Fastest Path to Data Management in a Hybrid IT World CASTELLANA 1

4:45 IPaW133 Mission-Critical Salesforce.com Integration with Informatica Cloud CASTELLANA 1

11:30 IPaW134 Why You Should Consider a Shift to a Cloud Data Warehouse GRACIA 2

2:30 PP115 The Future of Cloud Data Management: Product Roadmap for Informatica Cloud GRACIA 4

3:45 DEV117 Journey to the Internet of Things with PowerCenter and Informatica Cloud GRACIA 7

5:00 IPaW146 Using Business Process, Mobile Apps and Real-time Integration for Great ROI GRACIA 7

9:00 ARCH112 How Embedded iPaaS Can Transform Your Business GRACIA 3

11:30 DEV116 Developing Advanced Integrations in the Cloud GRACIA 3

Tuesday

Wednesday

Thursday

Informatica Cloud Overview

Informatica Cloud - Get it right. Go live. Grow flexibly.

Cloud

Data Integration

Cloud

Real-time

Integration

Cloud Test

Data

Management

Cloud

Data

Quality

Cloud Master

Data

Management

Secure

Development Data

Leverage Existing

Bulk Data

Cleanse and

De-dupe Data

Consolidate and

Visualize Data

Instant Access to

Actionable Data

“The Informatica Cloud Platform is the only complete solution for cloud integration and data management

that allows SaaS application administrators, architects, and developers to easily power optimal processes

connected with enterprise-ready data across cloud, on-premises, big data, social, and mobile environments.”

Hundreds of Connectors

7

Mission-Critical Salesforce.com Integration with Informatica Cloud

Susie Marshall IT Manager, Qualcomm Incorporated

8 5/9/2014 Qualcomm Incorporated Confidential and Proprietary

Largest fabless mobile chipset manufacturer

World leader in 3G, 4G and next-generation wireless technologies.

For more than 25 years, Qualcomm ideas and inventions have driven the evolution of digital communications, linking people everywhere more closely to information, entertainment and each other.

All About Qualcomm Fortune 500 global company headquartered in San Diego, California with over 175+ locations


Salesforce customer for over 6 years

Multiple teams supporting Salesforce over several business units

Salesforce Center of Service (COS) supports 7 production orgs

200+ custom objects, 25+ sites, 30+ custom applications

Heavy Service Cloud user

4 Customer Portal

Integrations

− Various internal systems: QA, HR, Staffing, Export Compliance, SF to SF

Salesforce Landscape What we have going on…


Team also supports Informatica Cloud for the Corporate side of the company

Java, Groovy/Grails, jQuery development

New Product Reviews

Governance/Best Practice/Oversight Support

Additional Support When Salesforce isn’t enough, we also do…


Mix of onsite, offshore and consulting

− Consulting is typically in India as is the Offshore Qualcomm team

Type of Resources

− Analysts/Configurators

− Development

− Architect

− QA

Team How do we support all these groups?


Moving data from Salesforce to another instance of Salesforce, provides more control over the existing SF to SF functionality

Pulling in data from internal source systems, using tasks, task flows

Pulling data out of Salesforce into back-end repository to store data that we do not want to keep in Salesforce.

Informatica Cloud How do we use Informatica Cloud?


High Level Overview Diagram


Detailed Informatica Process Flow


Training - online training

Org Usage – development, migration processes

Security

− Permissions

− User Creation – access set up, groups

Best Practices – documenting/sharing/collaborating

Project Vetting – technical guidance

Resources – providing support for groups that do not have resources

Informatica Cloud Governance Center of Service

16

All data and information contained in or disclosed by this document is confidential and proprietary information of Qualcomm Incorporated and all rights therein are expressly reserved. By accepting this material the recipient agrees that this materia l and the information contained therein is to be held in confidence and in trust and will not be used, copied, reproduced in whole or i n part, nor its contents revealed in any manner to others without the express written permission of Qualcomm Incorporated.

© 2013-2014 QUALCOMM Incorporated and/or its subsidiaries. All Rights Reserved. Qualcomm is a trademark of Qualcomm Incorporated, registered in the United States and other countries. Other products and brand names may be trademarks or registered trademarks of their respective owners References in this presentation to “Qualcomm” may mean Qualcomm Incorporated, Qualcomm Technologies, Inc., and/or other subsidiaries or business units within the Qualcomm corporate structure, as applicable. Qualcomm Incorporated includes Qualcomm’s licensing business, QTL, and the vast majority of its patent portfolio. Qualcomm Technologies, Inc., a wholly-owned subsidiary of Qualcomm Incorporated, operates, along with its subsidiaries, substantially all of Qualcomm’s engineering, research and development functions, and substantially all of its product and services businesses, including its semiconductor business.

Thank you

InsideTrack Derald Sue, CIO

18 Confidential © InsideTrack, 2014

Our idea in 2001: Coaching is widely accepted for top athletes, executives…why not students?

“No one coaches themselves to Olympic levels of success. They all had a coach to structure their practices, to correct their trajectories and to the keep them motivated.”

Dr. Angela Duckworth

Assistant Professor of Psychology

University of Pennsylvania


Fast forward to today: 100s of studies show that coaching improves student outcomes

“The results are clear: coaching had a clear impact on retention

and completion rates, and the results do not change when we

control for key demographic factors. Also, expenditures on

coaching are much smaller than the costs of other methods to

encourage persistence in college.”

Professor Eric Bettinger, Stanford University


Thanks to smart investments in our people, data and technology, we can do it at scale

• 700K+ students coached • Adding 125K+ students

per year • 10K+ coach-student

meetings/week

Generating rich data on the student experience and the operational effectiveness of institutions

Robust, scalable IT

Analytic excellence

Multi-channel coaching

Operational effectiveness


Technology is the foundation that allows us to excel in delivering results and insights at scale

Our systems and expertise simplify data management, optimize

service delivery and generate valuable strategic insights


Student Facing Portals/Apps iOS/Android/Web

HRIS

Telephony CTI

ITK Data Center SAN

Ad-hoc Research Portrait, SPSS, SAS, Tableau

ITK Data Center SAN

Algorithms Data Warehouse

Catalyst Force.com

Platform

Data Warehouse Microsoft SQL DB

ITK Data Center SAN

Data Repository Informatica: SQL DB ITK Data Center SAN

Ad-hoc Research IBM SPSS

ITK Data Center SAN

Analytics

3rd Party Client Systems

Phone & technology based

service delivery – Over 80% of calls

outbound, utilize predictive models

to ascertain risk & impactability

Force.com / Salesforce Service

Cloud & Console– Used as our

coaching platform with both out-of-

the-box and custom

Apex/Visualforce components with

UI/UX design by Redshift and

development support from Nimbly

Hybrid Premise & Cloud based

environment – Okta for

SSO/provisioning across

applications

Data integration– Utilize Informatica

Cloud to integration disparate data

sources/systems and for BCP/DR

Technology is the foundation that allows us to excel in delivering results and insights at scale


Catalyst coaching platform changes since inception

2005 2006 2007 2008 2009 2010 2011 2012 2013

Excel (rosters & notes)

Catalyst 1.0 (SaaS platform build – uniform

data capture)

Catalyst 2.0 (early

reporting & workflows)

Catalyst 3.0-4.0 (reporting & user interface –

coach efficiency)

Catalyst 5.0 (Mostly out-of-box functionality)

Catalyst 6

(New UI – focus on service delivery

alignment)


Move mission critical operations from internally developed on premise .net app to cloud CRM platform

35% increase in coach productivity through better

up-time, performance, and workflow alignment

Premise-based custom app

Shift from insular approach – we’re

different so must build ourselves

We have end-to-end control of the

environment (but need to maintain

entire stack, average 1x release

annually)

Simplified data integration (all in single

system/place)

Salesforce.com platform

Leverage best-in-class CRM

functionality, security & scalability and

3x annual release cycle

Focus custom development on

education/company specific

features/functionality (4-6x releases

annually)

Leverage best-in-class cloud data

integration tools to manage disparate

data sources


Leveraging Salesforce.com Platform for custom development of Catalyst, our coaching platform


Catalyst is a mission critical application that has performed better than our .net on-premise app

• > 750K transactions occur on a daily basis within Catalyst

• > 10M transactions handled daily via Informatica Cloud platform

• System of record for managing portfolio of students

• High availability requirement

• Compliance with FERPA, PCI and other applicable regulations

• SSAE16 SOC1 Type II reporting around security and audit controls

• Substantial investment/resources around platform availability, security, and

privacy (more than we as a single company could implement)


Data integration a key problem solved via Informatica Cloud platform

• Synchronization between client Student Information System data and Catalyst, our internal

coaching CRM on the force.com platform

• Replication/synchronization between Catalyst and Data Warehouse, including populating

externally computed algorithm values back to SFDC (solves SFDC compiled character

formula limit)

• Business Continuity Planning/Disaster recovery solution & roll-back capability (solves SFDC

feature gap)

• Significant reduction in manual processing/headcount solved via ETL job automation (100%

ROI on annual investment in 30 days)


Informatica allows us to optimize service delivery and generate valuable strategic insights by having all the information in a single place


Having real-time information in a single place allows for a complete picture of a student


Dashboards take large amounts of data and represent them via actionable data visualizations

Activity x Quality = Performance

• What is my contact rate for students

on my roster in the last 30 days?

• How many meetings have I had

today?

• What is my projected vs actual

retention of students this term vs my

campus/individual goal?

• What students should I be contacting

now, and why?

• What has been my average quality

score for call observations?

Role based views allow for displaying

individual, team, campus, and regional

metrics


Our technology and analytics investments are driving profitability at scale

Expert at leveraging best-in-class technology to scale while also driving efficiency,

productivity, and impact

Proprietary applications and workflows are built on an industry leading platform

and stack, integrated to provide a single interface for users

Demonstrated growth in profitability though our technology platform

Q & A

Susie Marshall

IT Manager,

Qualcomm

Vijay Narayanan

Principal Cloud

Product Manager,

Informatica

Derald Sue

CIO,

InsideTrack

1

2

3

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ipaw133_weigel-ipaw133_mission-critical salesforce.com integration with informatica...

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