Corinna Schmeykal presented on integrating data between CRM and collaboration systems like Dynamics 365 and Office 365. She discussed challenges like user adoption and customizing integrations. Use cases showed how Riva helped companies sync calendars, contacts and emails across different systems. Riva's customer intelligence tools provide social profiles and third-party data within Outlook and mobile apps to improve customer interactions. The presentation concluded with emphasizing key aspects of CRM integration like availability of information, usability, customization, and security.

1. Corinna Schmeykal
Solving complex
integration scenarios
with Riva

2. About the Speaker
• Corinna Schmeykal
• Riva CRM Integration
• Sales & Customer Success, EMEA
• www.linkedin.com/in/corinna-
schmeykal-06533b74/
• cschmeykal@rivacrmintegration.com

3. Agenda
• Excursion: The future of work
• Challenges of data integration
• Customizations to unleash Dynamics 365
• Use Cases & Best Practise
• Social Side Panel and Customer Intelligence
• Summary / Q&A session

4. Excursion: The future of work

5. The future of work – Generation Crossing
https://youtu.be/cKaXEZtPyYA

6. Future work environment
The following trends influencing the way we work in our „digital
workplaces“:
Demographic change
▪ The digital transformation requires a different skill-set from employees
▪ Next generation of employees: „Smart Workers“ with strong affinity to technology, communication
and flexible to work from any location at any time
New mobile devices, technologies and cloud services
▪ Mobile and remote working
▪ New working models required
▪ How will AI, Cloud Services and IoT will influence the future?
Globalization
▪ Collaboration Solutions
▪ Working from different locations
▪ Distributed knowledge

7. Drivers and Deals
http://www.pwc.co.uk/services/human-resource-services/insights/the-future-of-work-a-journey-to-2022.html
▪ Globalization
▪ Innovation
▪ Growth
▪ Sustainability
▪ Social Responsibility
▪ Ethics
▪ Max. flexibility with min. fix
costs
▪ Ad hoc vs. long term
Employee view:Company view:
▪ Flexibility: To work
from any place at any
time
NewchallengesforIT&HR
▪ Work-Life-Balance,
good working
atmosphere
▪ Career development
opportunities
(individually and team)

8. Challenges of Data Integration

9. What does data integration mean?
Data integration is a process in which heterogeneous data is
retrieved and combined as an incorporated form and structure.
Data integration allows different data types (such as data sets,
documents and tables) to be merged by users, organizations and
applications, for use as business processes and/or functions.
CRM is a high-growth market ($36B in 2017)
“You can’t do CRM without integration.”
transparent | bi-directional | mobile | cloud | customized

10. Data Integration
• Automating processes and using technology solutions to transport
data will allow you to focus on adding value to the customer
interactions. The customer-facing staff should be able to focus on
the customer and not the system.
• Deploying a CRM system will NOT, by itself, improve sales and
drive customer retention. Any CRM solution we have is simply an
enabler to achieve known business goals; improved processes and
policies will deliver the results.
“CRM is a journey and not a destination.”

11. User Adoption
User Adoption: the secret of a successful CRM
project
Obtaining user adoption, and therefore analyzing
which tools and which methods are effective to
achieve the goal
Powerful productivity features
Through easy and native handling
Leading to consistent data – customer journey,
touching points, customer intelligence

12. Setup Integration: Server-side vs. plug-in
Plug-in / Widget
• Need to be installed &
managed locally
• Often limitations on feature
and / or system side
• Mostly available for free /
covered within the CRM
license package but admin
hours not included
Server-side
• One central installation
• Cross-platform Support
• Highly scalable & flexible
• Paid with ROI / User Adoption

13. Deployment Server-level: On-Premise vs. Cloud
On-Premise
• Installed in customer’s data
center (physical or virtualized)
• Easy to manage different
groups of sync requirements
and system environments
• Requires on-site technical
expertise, IT staff, and
hardware to install, configure,
and manage the server and
policies.
Cloud
• No server installation,
management or maintenance
required
• Synchronization as a Service
• Ideal for companies with
limited sync policies
• Scalable on-demand
cloud infrastructure

14. Synchronization possibilities for Dynamcis
and many email collaboration systems
IBM Verse,
SmartCloud Notes,
Notes/Domino

16. What Riva delivers?
• Riva syncs Dynamics data directly to Exchange, Office
365, IBM Notes and Domino, GroupWise, Gmail & G Suite
at the server level.
• There are no plugins to install, configure, or manage.
Support of hybrid and multi-system environments, Citrix
and Terminal Server
• We deliver cross-platform support (Windows, Mac,
mobile). Riva continues to sync, even when Outlook is
closed & is highly customizable.
• Secure system architecture / high compliance standards
Sync CRM data to
the native address
book & calendar
on iPad, iPhone,
Android &
BlackBerry mobile
devices.

17. Customizations to unleash Dynamics 365

18. Advanced Data Integration Examples
Advanced Contact Synchronisation
Advanced Calendar Synchronisation
Advanced Email Synchronisation

19. Advanced Contact Synchronisation
• Sync CRM contacts by ownership or
visibility
• Filter which contacts get synced for
different groups of users
• Limit the number of CRM contacts that
are synchronised
• CRM contact synchronisation by date
• Sync CRM custom objects and custom
fields
• Organic contact filtering
• CRM contact syncing at user level

20. Advanced Calendar Synchronisation
• Automated category mapping between
CRM and email calendars
• Synchronisation of CRM resources and
email system public calendars
• Improving CRM calendar invitation
management
• Synchronisation of custom calendar
objects

21. Advanced Email Synchronisation
Matching Recipients
Creating New Contact and Account Records
Handling attachments
Archiving the Email
Shared Mailboxes

22. Advanced Configuration Options
• Custom field mapping: Map custom and required fields between CRM and email systems.
• Custom contacts and calendar filters: Filter CRM and Email contacts/calendar items using custom logic.
• Collector accounts: Riva can be configured to create contacts without account under one single collector
account.
• Custom category mapping: Map email system categories to custom fields in CRM (e.g., used for tracking
certain CRM event types to improve reporting on these activities).
• Object filters: Custom filters for CRM objects such as opportunities, cases and other entities.
• Custom status for objects: Customize the way Riva determines if an item is considered to be closed (e.g.,
used when the CRM is customized to change the way items are set as closed).
• Advanced token matching: Sync logic can be configured to sync items of any entity based on CRM token
matching and establish relationships (e.g., an email containing a contact fax number would be archived and
related against its record).
• Duplicate prevention: Prevent duplicate CRM contacts from being created.
More: rivacrmintegration.com/on-premise/sync/#advanced-options

23. Use Cases & Best Practise

24. Use Case Virgin Active
Challenge
• Sync Microsoft Dynamics CRM to G Suite
Requirements:
• Cloud based – server side integration
• One central, scalable installation
• Rule-based sync policies allowing granular settings
• Intuitive and user-friendly
• Increase quality of CRM data overall

25. Use Case Sullair
Challenge
• Microsoft Dynamics 365 & Office 365 integration (including Outlook & mobile
devices)
• Allow coordinators to book technicians most effectively. The Microsoft Dynamics
365 service calendar proved to be too hard to comprehend with too much scroll
and inadequate visibility.
Requirements
• Option to sync service & appointment activities to Outlook
• Two minute sync cycle
• No more missed appointment opportunities or
double-bookings

26. Use Case Fonds de sol.
Challenge
• Integration of Microsoft Dynamics CRM and IBM Notes
Requirements:
• Robust & safe server-side solution
• Highest security
• Option to sync their calendars from IBM Notes to Microsoft
Dynamics CRM
• Flexibility to set up rules that filter calendar activities based
on certain criteria
“Riva freed up the Fonds’
Portfolio Managers to
focus on what comes first
– their clients. The Fonds’
future plans for Riva? “…
to keep using it!”

27. Use Case Munters
Challenge
• Smooth transition to the Cloud
• Move from IBM Notes to Office 365
Requirements:
• synching an e-mail to multiple objects (e.g. contact,
opportunity, lead, account) in CRM
• Special set-up for migration
• support synchronization needs with the Domino server
while, at the same time, integrating new users that are
gradually migrated to Exchange Online
“Besides mobile support
Riva is minimizing the risk
of our migration to the
Cloud.”

28. Social Side Panel and Customer Intelligence

29. The strategy
Your
CRM
Data Connectors
Synchronisation
Engine
Automation
Engine
Your
CRM
PublicData
Sources
Purchased
Data
Sources
Internal
LOBs
Riva Synchronisation Riva Insight
Customer Intelligence Platform

30. Riva Insight – Social Side Panel
Riva Insight - Customer Intelligence,
relationship analytics, and cognitive
insights directly in your Office 365,
Outlook, and mobile clients
Riva Insight provides the advantages
of a client-side enhancement without
any CRM data sync problems

31. What Riva Insight delivers
Server-side, centrally managed & controlled client plug-in
Direct data access from CRM
The ability to provide relevant CRM & third-party information to
users based on their roles
The ability to expand Riva Insight’s real-time access to CRM &
data from multiple sources

32. Riva Insight – CRM & social panel

33. Mail App for Office 365, Exchange 2016 and
2013

34. Summary / Q&A session

35. CRM Integration is key to success
Integration of Line of Business (ERP) and other applications in hybrid system
landscapes, with focus on the core silos – CRM and Collaboration Systems
Availability of information:
Transparent & easy administration in one installation
On any client, web app and mobile devices („cross-platform“, BYOD)
Usability: save time, reduce flip-flopping between apps
Rule-based integration / sync: adaptable to rights and roles
Customizations / Flexibility
Secure / Compliant Setup and Configuration

36. Thank you! #ThinkRiva
¡Muchas gracias!
+49.8192.99733.25
emea@rivacrmintegration.com
www.rivacrmintegration.com
Download free 15-day trial!

37. ¡Muchas gracias!
Cloud vs.