Force.com integration-book-2009

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Connecting with the Cloud
Connecting to the cloud has become a strategic advantage for IT departments of all sizes,
industries, and geographies. Tens of thousands of customers integrate salesforce.com with
hundreds of different enterprise applications and cloud services every day. The cloud makes
integration faster, easier, and less risky than ever before.
Integration transactions now represent more than half of all the traffic salesforce.com
supports each day. Whether customers are unlocking the data stored in their ERP systems
or creating next-generation mashups for tracking hurricanes, integrating salesforce.com
delivers impressive business results by helping companies focus on integrating their
business processes, not their software.
As the cloud-computing leader, we applaud these customers, and the thousands of others
who have chosen to integrate with salesforce.com and make the Force.com platform a
strategic part of their enterprise environments.
For more information, please visit: www.salesforce.com/platform/integration

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“The fact that the Force.com Web services API was so clean and intuitive made the
Oracle-Salesforce integration painless.
”Joe Graves, IT Director, Stratus Technologies
“Salesforce can integrate seamlessly with our SAP back office and scale to multiple
time zones, geographies, and currencies.
”Toby Fox, Assistant Vice President, KONE
“We needed CRM that could integrate with Oracle and other applications. Salesforce
was the only CRM that could be immediately deployed with full integration capabilities
to match our future requirements.
”David Bergstrom, Director Business Development, Yamaha Corporation of America

Integration Makes Up MoreThan Half of all Real-Time CloudTraffic

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TABLEOFCONTENTS
Adesa . . . . . . . . . . . . . . . . . . . . . . . . . . 62
American Home Shield . . . . . . . . . . 63
AmericsourceBergen . . . . . . . . . . . . 64
Analog Devices . . . . . . . . . . . . . . . . . 65
Ashland . . . . . . . . . . . . . . . . . . . . . . . . 66
Awana . . . . . . . . . . . . . . . . . . . . . . . . . . 67
A.W. Hastings . . . . . . . . . . . . . . . . . . . 68
Bersin and Associates . . . . . . . . . . . 69
Boundless Network . . . . . . . . . . . . . 70
BP Solar . . . . . . . . . . . . . . . . . . . . . . . . 71
Bracco . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Brocade . . . . . . . . . . . . . . . . . . . . . . . . 73
Campus Fundraiser . . . . . . . . . . . . . 74
Chevy Chase Bank . . . . . . . . . . . . . . 75
Configuresoft . . . . . . . . . . . . . . . . . . . 76
Crushpad . . . . . . . . . . . . . . . . . . . . . . . 77
Dermalogica . . . . . . . . . . . . . . . . . . . . 78
Deutsche Bank . . . . . . . . . . . . . . . . . . 79
Dolby . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Dow Jones . . . . . . . . . . . . . . . . . . . . . . 81
Ellie Mae . . . . . . . . . . . . . . . . . . . . . . . . 82
EnerNOC . . . . . . . . . . . . . . . . . . . . . . . 83
Esker . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Florida Family Insurance . . . . . . . . . 85
Fox Interactive Media . . . . . . . . . . . 86
GFT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
GoAupair . . . . . . . . . . . . . . . . . . . . . . . 88
Green River College . . . . . . . . . . . . . 89
Grizzard . . . . . . . . . . . . . . . . . . . . . . . . 90
Honeywell . . . . . . . . . . . . . . . . . . . . . . 91
Intrep . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Karl Strauss Brewing Company . . 93
KONE . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Monster . . . . . . . . . . . . . . . . . . . . . . . . 95
Northeastern University . . . . . . . . . 96
Sanofi Pasteur MSD . . . . . . . . . . . . . 97
Siemens . . . . . . . . . . . . . . . . . . . . . . . . 98
TacitLogic . . . . . . . . . . . . . . . . . . . . . . . 99
TransUnion . . . . . . . . . . . . . . . . . . . 100
YamahaCorporationofAmerica . . . 101
Zimmer Holdings . . . . . . . . . . . . . 102
BDB Payroll Service . . . . . . . . . . . . . . 8
Brady . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Comcast-Spectacor . . . . . . . . . . . . . 12
ESRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
FICO . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
IKUSI . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
NetQoS . . . . . . . . . . . . . . . . . . . . . . . . . 20
Purolator . . . . . . . . . . . . . . . . . . . . . . . 22
Schumacher Group . . . . . . . . . . . . . 24
Thomson Reuters . . . . . . . . . . . . . . . 26
PRESENTATION LAYER
(Mashups)
Synchronous Integration Asynchronous Integration
Data Layer
(Replication)
Logic Layer
(Real-time)
Advent . . . . . . . . . . . . . . . . . . . . . . . . . 30
Atlanta Dental . . . . . . . . . . . . . . . . . . 31
Author Solutions . . . . . . . . . . . . . . . . 32
Bank of Cyprus Group . . . . . . . . . . . 34
Blum Capital . . . . . . . . . . . . . . . . . . . . 35
British Standards Institution . . . . . 36
BuyTheCase.net . . . . . . . . . . . . . . . . . 37
Cinterion . . . . . . . . . . . . . . . . . . . . . . . 38
Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
CNS Response . . . . . . . . . . . . . . . . . . 40
FIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Heald College . . . . . . . . . . . . . . . . . . . 44
IndigoVision . . . . . . . . . . . . . . . . . . . . 45
Japan Post Network . . . . . . . . . . . . . 46
Lenox . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Magma Design Automation . . . . . 48
Network Solutions . . . . . . . . . . . . . . 49
Pac-Van . . . . . . . . . . . . . . . . . . . . . . . . . 50
Qualcomm . . . . . . . . . . . . . . . . . . . . . 51
RJF International Corporation . . . 52
Siemens . . . . . . . . . . . . . . . . . . . . . . . . 54
Stratus Technologies . . . . . . . . . . . . 55
Synarc . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Tecan . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
TIBCO Software Inc. . . . . . . . . . . . . . 59
Table of Contents

Presentation Layer Integration 7
(Mashups)
PRESENTATIONLAYERintegration

CHALLENGES SOLUTION RESULTS8
BDB
• Alert field reps before customers
terminate their contracts to improve
customer retention and preserve
revenues
• Integrate shipping data directly into
salesforce.com user interface
• Save on time and costs associated with
manually tracking payroll deliveries
via FedEx
• Ensure salesforce.com data is
continuously up to date
• Synchronized back-end payroll system
data with salesforce.com
• Leveraged back-end application data
within salesforce.com to:
– Build custom alerts based on
customer termination dates
– Use FedEx and Google mashups
• Onepersonintegratedahomegrown
FoxPro payroll system with
salesforce.com in 2 working days
• Eliminated the costs of re-keying data
into salesforce.com
• Increased the reliability and timeliness
of data in salesforce.com
• Unlocked the value of the Force.com
platform by using alerts plus FedEx and
Google mashups
Payroll and Shipping Integration Delivers Higher Customer Retention
BDB Payroll Service
Industry:
Business Services
Highlights:
FedEx and Google mashups
Integrated real-time alerts
Rapid implementation
Approved through Informatica
Microsoft FoxPro Custom
Payroll System
Company two
Company one
Company two
Company one

9
BDB
BDB
FedEx Mashup
Shipping Detail

• A $1.36 billion manufacturer of MRO
and OEM products with operations
in 26 countries and 9,000 employees
worldwide
• Self-described SAP shop needed a
more agile and usable CRM solution
• Wanted a 360-degree view of
customers for both the sales and
service departments
• Needed real-time integration with SAP
for orders
• Also wanted integration to SAP
NetWeaver
• Needed simple, integrated single
sign-on (SSO) from the existing Lotus
Domino portal
• Developed a bidirectional sales
dashboard for sales and service to
access all the customer information
they need
• Integration includes customers,
products, quotes, orders, and
credit status
• Integration is a mix of mashups, real-
time integration, data, and directory
integration
• Integration project took only half the
time and resources expected
• IT credits salesforce.com’s architecture
and tools with the unusually easy
integration effort
• Most of the project was done by a
single, part-time programmer
• Deploying the next wave of
applications now, including a volunteer
registration application adapted from
the AppExchange
Brady
Brady
Industry:
Manufacturing
Highlights:
Mashup,logic,anddataintegrations
Quote-to-order integration
Real-Time SAP Integration and Mashups in LessThan 10Weeks
IBM Lotus Domino
SAP
Microsoft Active Directory
IBM WebSphere
ESB SAP NetWeaver

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Brady
BRADY
SSO
SAP ID XRef
Custom Volunteer App
SAP Mashup
SAP Status

Comcast-Spectacor
Industry:
Communications Media
Highlights:
Prepackaged solution
Social media integration
• Leader in sports and entertainment
wanted to create more innovative and
immersive sales and renewals programs
• Needed to gather detailed profiles and
purchase histories to tailor offers and
keep customers engaged
• Wanted to better connect with
customers in social communities like
Twitter
• Management wanted a solution that
could be deployed and maintained
with minimal resources
• Ticketing system integration brings
together purchase and customer data
• Records customer communications
as diverse as broken cup holders or
additional tickets; workflows help
resolve issues quickly
• Integration with Eloqua helps track,
manage, and measure campaign
responses, monitorWeb site visits, and
react to leads generated online quickly
and efficiently
• Integration with Microsoft Outlook
documents customer communications
• Integration withTwitter to search,
monitor, and join conversations taking
place onTwitter directly in the Service
Cloud
• Fan engagement programs are driving
increased sales and renewals
• Flyers and 76ers season ticket accounts
are tracked with more critical data,
helping the company maximize
renewals
• More detailed profile and purchase
information produces better customer
service and more innovative and
effective lead targeting
• Central customer database has almost
eliminated the need to purchase lead
lists; reps can focus on the accounts and
leads already in Salesforce CRM
Twitter Integration Drives ServiceWith Better Segmentation
COMCAST-spectacor
Company two
Company one
Company two
Company one
Legacy Ticketing

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Twitterexample
Twitter mashup example
Twitter Feeds
Twitter Dashboard

ESRI
Industry:
High-Tech Software Services
Highlights:
360º customer view
Decreased service costs
Real-time and bidirectional
integration
• Improve service and support for global
base of 2+ million customers
• Integrate SAP ERP with a blend of
presentation layer and data layer
integration
• Create a single, comprehensive view of
customer information, including sales
activity, order fulfillment, and support
incidents
• Decrease the time required to answer
routine customer questions
• Real-time access to key back-office data
via CRM screens
• Selected Cast Iron for real-time,
bidirectional integration between
salesforce.com and SAP ERP
• Simple“configuration, not coding”
approach
• Provided a platform for 32 integration
projects
• Eliminated custom code
• Created SAP mashup where CRM users
can see real-time information from
SAP without moving the data into the
salesforce.com database
• Improved customer service
• Increased sales visibility and
productivity
SAP Integration Increases Satisfaction Rates for 2+ Million Customers
ESRI
SAP
Approved through Cast Iron

15
ESRI
ESRI
Contract Detail Mashup
Order Detail Mashup
SAP Mashup

FICO
Industry:
Business Services
Highlights:
Cloud services integration
New collaboration channel
Single sign-on
• Collaborate directly with customers to
identify, understand, and address their
biggest business challenges
• Create an online system that could be
deployed quickly and would integrate
easily with other applications and
cloud-based services
• Increase the frequency of user group
meetings from twice per year without
increasing costs or imposing further on
customers’ time
• Launched the Decision Management
Tools Community in just 8 weeks
• Integrated Force.com with
Lithium community forums,
Six Apart’s TypePad blog hosting,
Eloqua demand-generation tools, and
software trials managed by Intraware
• Installed tools from the AppExchange,
including Clicktools for fully integrated
customer surveys
• Integration with Eloqua captures
and develops leads and manages
multichannel campaigns directly from
within Salesforce CRM
• The Decision ManagementTools
Community now has several thousand
members, making it the largest online
community of its type in the industry
• Integrated, single sign-on community
provides a compelling experience that
drives customer loyalty
• Integration between the online
community and Salesforce CRM
marketing functionality helps capture
leads and increase sales
FICO
Sites-Based Integration Powers Innovative Online CommunityCompany two
Company one
Company two
Company one
Company two
Company one
Six Apart
Blog Hosting
Lithium

17
FiCO
FICO
Blog Mashup
Ideas Integration
Product Downloads

• Shift company applications to the cloud
• Integrate with legacy Baan application
for all customer-related information
• Have a single source for complete
information about customers
• Display information in an a format that’s
easy to understand and use
• Create a single source for meaningful
business intelligence and reporting
• Provided a true 360-degree view of
customers
• Created a mashup that displays key ERP
data within the salesforce.com UI
• Integration eliminates data duplication
issues and ensures the entire
organization is using the same data
• X Ref info is maintained in
salesforce.com and the ERP system to
ensure data integrity
• Deployed in less than 3 months
• Integration creates a single place where
users can access all information
• Significantly improved data quality
• Customized user interfaces with
mashup increases productivity and
user adoption
• Added functionality for ERP-generated
information using rules and workflow
IKUSI
Industry:
High-Tech Hardware
Highlights:
Enhanced reporting
Multiple endpoints
Real-time integration
IKUSI
Baan Integration Delivers Business ResultsWith Higher-Quality Data
X-Ref System
Reporting System
Baan

19
IKUSI
Order Detail
Baan Mashup
IKUSI

NetQoS
Industry:
High-Tech Hardware
Highlights:
FedEx and UPS mashups
Multiple endpoints
Order management integration
• Choose a platform to integrate
commissions, contracts, evaluations,
and more
• Create a solution for quotes using data
currently in Excel and ACT!
• Meet project requirements for rapid
time to value, ease of integration,
and the ability to build additional
functionality
• Built an evaluation management tool
to track shipping, product distribution,
and retrievals
• Mashups take users directly to FedEx
and UPS sites for shipment tracking
• Custom quoting tool automates
printing and customizations of quotes
• Maintenance renewal app tracks
maintenance renewals and interactions
related to servicing appliances
• Apps downloaded from the
AppExchange handle commissions and
contract management
• Chose Force.com over .NET and J2EE
for rapid development, innovation, and
cloud-computing model
• Lets salespeople submit more than
50 customer quotes per week
• Supports company’s 40–50 percent
annual growth
• Increased revenues 44 percent by using
Salesforce CRM
NetQoS
Integrated Shipping, Distribution, and Orders Drive Growth and Success
Legacy ERP
Company two
Company one
Company two
Company one
Company two
Company one

21
NetQos
Shipping Mashup
NetQoS

Purolator
Industry:
Business Services
Highlights:
SAP integration
• Help Canada’s largest courier service
process its claims
• Design a solution that eliminates the
manual sharing of information
• Replace the legacy DOS-based app
written in FoxPro
• Address the lack of vendor support
for legacy software and hardware
platforms
• Integrate with SAP ERP
• Chose Force.com over .NET and SAP
• Built an application that integrates a
complex claims management process
across multiple endpoints
• Custom objects include Claims,
Tracking Pins, Districts, and Client
Workbook
• Workflows enforce processes, assign
tasks, and send emails to clients
• Approvals put claims through a
multistep process based on amount
• Dashboards track open claims, claims
by status, trending, fraud, and losses
• Application went live in only 10 weeks
with one developer
• No infrastructure investment
• Strong user adoption resulted in better-
quality data, faster claims processing,
and a paperless process
• Greatly reduced manual processes
through integration with SAP customer
master
PUROLATOR
SAP Integration for Claim Processing App
SAP
Legacy
ESB

23
Purolator
Shipping Mashup
Purolator

Schumacher Group
Industry:
Health Life Sciences
Highlights:
HIPPA compliance
Hurricane tracking mashups
Multiple endpoints
• Needed a platform to help maintain
high 30 percent annual growth
• Meet stringent Health Insurance
Portability and Accountability Act
(HIPAA) requirements
• Find a solution that could be deployed
quickly, customized to fit the business,
and integrated with existing systems
• Deploy a platform that would provide
integration with legacy on-premises
applications including PeopleSoft and
cloud-based services such as Google
• Deployed salesforce.com solutions to
all employees
• Built multiple custom applications on
Force.com and installed multiple tools
from the AppExchange
• UsingtheCastIronAppliance,integrated
withPeopleSoftsystemtoensure
physiciansarepaidcorrectly
• Integrated withTangiers Physician
Scheduling system to match physician
schedules to the actual number of
hours worked
• Integrated with Google Maps and
NationalWeather Service to create real-
time hurricane tracking mashup
• Provided mobile access via BlackBerry
devices
• Reports are easy to generate and
let executives quickly identify problem
areas
• With Force.com, users can easily write
and deploy applications to meet
continued growth
• Significantly improved data quality
• Company is aggressively moving IT into
the cloud to manage rapid growth
SCHUMACHERGROUP
Integrated Cloud Architecture Delivers 30 Percent Annual Growth
Legacy
Company two
Company one
Tangiers Physician
Data
Company two
Company one
National Weather
Service
SSO

25
SCHUMACHERGROUP
Schumacher Group
National Weather Service
Tangiers Physicians Data
Multi-Source Mashup

Thomson Reuters
Industry:
Business Services
Highlights:
Multiple endpoints
.NET integration
SSO authentication
• AfterThomson and Reuters merged,
the new company needed to
consolidate multiple products,
customer records, and systems
• Create a 360-degree view of customers
• Increase sales productivity and
adoption by providing all critical
information and processes from a
single source
• Manage customers and customer-
facing processes across multiple
applications, geographies, and
departments
• Rapid integration with legacy
environment with minimal synch
complexity
• Deployed salesforce.com with
integration and mashup with legacy
Siebel systems
• Allowed reps to access and view
service requests from Siebel within the
salesforce.com UI
• Built integration with existing
.NET-based customer portal that uses
single sign-on authentication
• Created two custom portal applications
designed to gather customer
information for all users
• Force.com provided an environment
where users can easily view and
manage all customer data in one place
• Mashups provide a faster and easier
way to display legacy data to sales reps
• The Force.com API simplified
integration across multiple systems,
permitting a strategy with two CRM
applications
• Direct single sign-on access for
the install base, with about 60,000
external users
• Implementation by salesforce.com
partner Appirio
thomsonreuters
Siebel Integration Streamlines Customer Service
ESB
Oracle Fusion
.NET
Company two
Company one
Siebel
SSO

27
thomsonreuters
Siebel Integration
Thomson Reuters

Logic Layer Integration 29
(Real-time)
Logiclayerintegration

• Streamline business architecture and
global business processes
• Build an easy-to-use, self-serviceWeb
site for customers
• Replace a 10-year-old legacy system
that was rigid and difficult to adapt to
business processes
• Identify a proven cloud-computing
solution that leveraged the time and
cost advantages of the cloud model
• New solution needed to work
seamlessly with existing technology
and systems
• Bidirectional integration with Advent’s
Oracle and Intraware systems makes
it easy to get pricing and customer
entitlement information
• Integrated with core IT systems,
including a unified customer hub
• Can deploy unlimited standard and
custom apps to marketing, professional
services, customer support, IT, finance,
and executive management employees
around the world
• A custom application links Salesforce
CRM and Advent’sWeb site to
provide information on bugs, fixes,
and functionality; email-to-case
functionality helps customers get fast
answers to questions
• Central data repository helps sales and
customer service better understand
customers and provides global visibility
across all departments
• Fast access to key business metrics
and increased visibility across the
entire company drive better business
oversight and decision-making
• After meeting initial business case
goals, IT is looking for ways to expand
into the cloud
• Salesforce.com provides a lower-cost
option for building and deploying apps
to all employees
Advent
Industry:
Highlights:
BPEL Process Manager integration
Oracle EBS integration
Advent
Oracle BPM Integration for Order Management and GlobalVisibility
Legacy
Oracle EBS
Legacy CRM
Onyx
Customer
Hub
Configurations
SSO
Fusion Middleware/
BPEL Process Manager

CHALLENGES SOLUTION RESULTS 31
• Integrate existing Breeze order entry
system with salesforce.com, which is
used to manage pipeline
• Work more strategically in the sales
process instead of focusing on order
entry
• Replace a manual data-entry solution
that didn’t scale
• Orders are integrated with
salesforce.com
• Orders are no longer entered into both
Breeze and salesforce.com
• Implemented Informatica within
1 week, with only one call into tech
support
• Data is now“trusted”in both systems;
reports and dashboards are accurate
• Saved time because there was no need
to enter and audit the data
Atlanta Dental
Industry:
Business Services
Highlights:
Pipeline integration
Order Entry Integration Eliminates Manual Process
Atlantadental
Breeze
Order Entry
System

• Integrate the self-publishing process for
authors and publishers
• Integrate disparate back- and front-
office systems to automate processes
and increase visibility into business
metrics
• Created a custom application for the
publishing industry in less than 6
months
• Integrated the entire workflow from
editorial and cover design to marketing
and distribution
• Integration with existing on-premises
systems and external, third-party
services created a complete solution
with built-in publishing rules,
production workflow, file management,
e-commerce, and relationship
management
• Migrated more than 40,000
International Standard Book Numbers
(ISBNs) and approximately 2,000 in-
flight projects to the new operating
environment
• Radically improved the process for
producing high-quality books at greatly
reduced costs
• Cloud-based solution delivers more
functionality in less time and at a
fraction of the cost of a custom-built
.NET system
• Open interfaces allow easier integration
among different internal systems and
third-party services
Author Solutions
Industry:
Business Services
Highlights:
Multiple endpoints
.NET integration
Web site integration
Microsoft Integration Powers Industry-Changing Publishing Application
Authorsolutions
Legacy
eCommerce App
Customer Web Site

33
Author Solutions
authorsolutions
eCommerce Web Site
Force.com Project Mgt. App

Bank of Cyprus Group
Industry:
Financial Services
Highlights:
MQ Series integration
Multiple endpoints
• Improve bond sales process
• Synchronize salesforce.com and Misys
Equation back-office banking system
on IBM iSeries platform
• Increase staff productivity
• Automate repetitive tasks
• Free sales staff to focus on sales
• Eliminate double entry and duplicate
work
• Ensure better data integrity
• Selected Magic Software’s iBOLT
Business Integration Suite:
– Code-free and hardware-free solution
– Graphical, wizards-based tools
– Ready-made, business-oriented,
configurable components
• Created real-time, automated
workflows
• Fully implemented desired business
processes
• Completed project in just 6 days
• Enhanced customer service
• Eliminated human errors
• No more duplicate data entry
• Real-time and asynchronous update
of salesforce.com data to back-office
systems
• Sales staff can dedicate more time to
bond sales
• Better workflow efficiency
Back-Office Integration Increases Staff Productivity and Reduces Errors
Bankofcyprusgroup
Bank of Cyprus
Misys
MQ Series
Approved through Magic Software

Blum Capital
Industry:
Financial Services
Highlights:
Cloud services integration
• Increase productivity by giving access
to customer financial data previously
locked in on-premises financial
applications
• Provide a low-cost method of updating
salesforce.com with both real-time data
feeds from theWeb and data feeds
from local applications
• Establish an infrastructure to support
ongoing integration needs
• Implemented Informatica to update
real-time data from Reuters into
salesforce.com
• Integrate nightly data from Advent
Axys portfolio accounting system with
salesforce.com
• Implemented the solution within
1 month
• Increased employee productivity by
reducing double entry of customer
data into salesforce.com
• Increased data fidelity through
implementation of common data
processing rules
BlumCapital
PortfolioAccountingSystemIntegrationBoostsEmployeeProductivity
Advent Axys Portfolio
Accounting System
Company two
Company one

British Standards
Institution
British Standards Institution
Industry:
Business Services
Highlights:
Credit check integration
• Automate time-consuming, resource-
intensive manual processes
• Automate credit check request process
from salesforce.com users to finance via
business process management (BPM)
system
• Automate quote process
• Manage and maintain solution with
existing salesforce.com admin staff
• Selected Pervasive Data Integrator with
on-site customized training for internal
IT staff
• Updated salesforce.com with account
information stored in SAP, which is the
system of record
• Leveraged the platform to enable
future integration projects with SAP
• Leveraged salesforce.com self-service
attributes while extending the value of
the existing SAP investment
• Automated quote processing with the
OpenText BPM workflow platform
• Salesforce.com is now a more integral
part of customer relationship activities
• Real-time synchronization of accounts,
contacts, leads, opportunities, and
campaigns from SAP to salesforce.com
• Automated quote-to-opportunity
process with BPM and salesforce.com
• Provide on-demand credit requests
from sales to finance department
• Easily manage solution with internal IT
staff
Britishstandardsinstitution
SAP and BPM Integration Improve Customer Service and Efficiency
SAP
Open Text-BPM
Workflow System
Approved through Pervasive

• Most customer service activities were
tracked in Excel worksheets
• Transfer basic transactional data
from e-commerceWeb site (MySQL
database) to salesforce.com without
manual intervention
• Required a real-time integration
solution to populate salesforce.com
with customer account data for
customer service representatives
• Selected Boomi AtomSphere for cloud
integration
• Data from salesforce.com is
automatically synchronized with a
custom MySQL database
• Salesforce.com customizations were
easily configured into the integration
processes
• Integrated applications entirely in the
cloud
• Future plans include integrating
financial application with MySQL
database
• Connectedsalesforce.comandcustom
MySQL database in only 50 hours
• Fully automated the integration
process between e-commerceWeb site
and salesforce.com, eliminating painful
manual processes and error-prone
spreadsheets
• Integration let customer service reps
provide responses to inquiries with up-
to-date information
• Automated formerly manual processes
let the company meet customer
needs, increase productivity, and
reduce data errors without enlisting
additional resources
• Plans to integrate additional data
objects between salesforce.com and
customized on-premises database
BuyTheCase.net
Industry:
Highlights:
eCommerce Web site integration
Improved data quality
MySQL Integration Powers eCommerce Site, Reduces Human Errors
Buythecase.net
Custom MySQL
Database
Approved through Boomi

Cinterion
Industry:
Highlights:
Complex SAP integration
Native Force.com middleware
• Disconnected customer-facing and
back-office processes, resulting in
process inflexibility and inefficiency
• Data inconsistencies across SAP back
office and front-office systems
• No visibility into demand chain
• Selected On Demand Business Group’s
Force.com-based Cloud Integration
Manager
• Adaptable integration process content
orchestrates cross-functional processes
spanning SAP Business Applications
(Financials, Distribution, Supply Chain),
Right90, and salesforce.com
• New cloud-computing-driven
integration architecture leveragesWeb
services communication
• Integration solution built natively on
the Force.com platform
• Deployed nationwide in 30 days, with
limited IT involvement
• Achieved 100 percent user adoption in
just 3 months
• Up-to-the-minute reports; job orders
available from any location
• Integrated processes increase visibility
and productivity
• Improved collaboration and increased
executive involvement on key issues
NativeForce.com-SAPIntegrationCoordinatesCross-FunctionalProcesses
cinterion
Company two
Company one
R
SAP
Approved through
On Demand Business Group

• Deploy a world-class CRM system
to centralize data and enhance sales
and account planning on a global scale
• Support multilingual and multicurrency
requirements for a company with
locations spanning seven continents
• Because partners play a role in
the company’s sales structure,
preintegrated partner collaboration
capabilities were key
• Deployed to 15,000 users from Indiana
to India and Dubai to Dublin
• Bidirectional integration between
Siebel forecasting and Salesforce
CRM using single sign-on creates a
transparent experience
• Additional integration with Siebel
territory hierarchy and Microsoft
Outlook
• Cisco uses part of Salesforce CRM’s
partner portal for lead and opportunity
collaboration
• Integration with a lead-routing tool
automates the process through
Salesforce CRM
• Centralized information management
maintains control over data in an
environment where reps can be
transitory
• Through extensive integrations, Cisco
will eventually phase out superfluous
tools
• Partner relationship management
boosts productivity by extending leads
to partners and tracking conversions to
opportunities
• Salesforce CRM and Force.com provide
a foundation to expand capabilities as
business needs and processes evolve
Cisco
Industry:
High-Tech Hardware
Highlights:
Customer hub integration
Multiple endpoints
SOA strategy
cisco
Siebel Integration Centralizes Information for 15,000 Users
Legacy
Siebel
Customer Master
Company two
Company one
WebEx
Fativa
My Call Manager

• Identify a secure, scalable, reliable
platform to integrate and share data
between custom data systems and
partner physicians, technicians, and
neurologists
• Organize workflows; capture and store
patient data, including medications and
technician visits
• Present results in an easy-to-use format
for physicians and patients
• Built a custom production application
to gather data and suggest treatment
• Linked a custom technician’s portal
built on .NET to Force.com for secure
access to testing schedules and data
upload
• A SQL database stores proprietary
Referenced-EEG® (rEEG®) data, which is
accessed via the Force.com API
• Developed workflows to move
information between physicians,
technicians, and neurologists
• Store information in one centralized
location using a combination of
Force.com code (Apex), Force.com
pages (Visualforce), .NET, and HTML
• Built a complete production system
and moved processes onto Force.com
in 4 months
• Cost only 25 percent of what it would
have cost to build using .NET or Java
• Reduced test processing time from 3
days to 24 hours
• Future plans include call center and
QuickBooks integration
CNS Response
Industry:
Pharmaceuticals Life Sciences
Highlights:
Multiple endpoints
Portal integration
Rapid integration
cnsresponse
.NET Integration Enables HealthcareTreatment Management App
SQL Database
.NET Technicians Portal
Legacy

41
CNS Response
CNSResponse
.NET Integrations

• Update self-described antiquated sales
process
• Improve visibility into customer data
stored in disparate systems such as
ACT! and Pivota
• Improve manual spreadsheet-based
forecasting process, which was time-
consuming and inaccurate
• Integrate critical manufacturing and
order data locked in a business process
management (BPM) system
• Built applications to manage contracts
and legal documents
• Integrated CRM and BPM systems,
giving remote sales users and
management real-time views of each
order’s manufacturing status
• Integrated with on-premises IP
telephony system; to place a call to a
contact or lead, users simply click aWeb
integration link to either Dial Phone or
Dial Mobile with the company’s BPM
systems
• Integrated with Eloqua and Sant
• Access to up-to-the-minute sales
reports, job orders, and detailed
customer status reports from
any location
• With integration across systems, users
are more productive and can better
manage lead follow-up and channel
opportunities end to end
• The integrated system improved
collaboration and increased executive
involvement on key deals
FIOS
Industry:
Highlights:
eCommerce integration
HR and finance integration
Multiple endpoints
Fios
BPM Integration DeliversVisibility
Company two
Company one
eCommerce app
Legacy
BPM Platform

43
FIOS
Fios
Quote Management Process Integration

• Integrate the inquiry-generation
process to boost student admissions
• Needed to easily integrate with a
PeopleSoft system to link marketing,
inquiries, and enrollments
• Lack of visibility into the process due to
11 separate locations
• Reduce the time from when someone
clicks on aWeb form and when
Heald contacts him or her because
it correlates directly with enrollment
success
• Provide visibility into real-time
information
• Deployed solution with integration to
Microsoft Outlook and PeopleSoft
• All up-front inquiry generation via
vendors, direct mail, and theWeb
site are integrated into Salesforce
CRM; auto-response emails are then
automatically delivered according to
workflow rules
• Bidirectional integration with
PeopleSoft for student enrollment:
users simply click a link in Salesforce
CRM; mashups validate the
information, which is then matriculated
in PeopleSoft
• Real-time and nightly synchronizations
ensure information is updated in
both systems
• 100 percent visibility into the marketing
and enrollment process drives
understanding of the number of touch
points needed to attract and enroll new
students
• Can now centrally and quickly confirm
the effectiveness of marketing dollars
at 11 campuses
• Improved customer outreach and
enrollment rates by accelerating inquiry
response times
Heald College
Industry:
Education
Highlights:
Lead capture integration
Oracle Fusion BPEL Manager
PeopleSoft Integration Speeds Student Enrollment Success
healdcollecge
PeopleSoft
Oracle Fusion
BPEL Process Manager

IndigoVision
Industry:
Highlights:
Enhanced visibility
Increased data quality
• Eliminate duplicate data entry and
manual processes
• Give sales team visibility into data
anywhere, anytime
• Improve credit control
• Link salesforce.com and Access
Dimensions to harmonize data
• Selected Cast Iron for integration to
provide:
– Real-time account updates
between salesforce.com and Access
Dimensions
– Credit limit and payment terms
– “Stop supply”status
– Batch update of opportunities with
sales order information
• Completed integration in 10 days
• Increased sales and finance
productivity by 25 percent
• Improved user adoption
• Improved data quality in salesforce.com
• Automated updates for products,
pricing, and shipping
• Created one-stop reporting tool
for sales
indigovision
Insurance Claims Integration Enables Cross-EnterpriseWorkflow
Access Dimensions

• Create an exclusive system for the
newly established Japan Post Service
Company that integrates the systems of
the three existing companies
• Consolidate paper-based customer
data and feedback from Japan Post’s
branch offices at headquarters for
systems development
• Issue timely reports to all group
companies
• Comply with government regulations
and compile a database of personal
information usage agreements with
customers
• Built retail banking compliance and
customer inquiry management
applications on Force.com
• Deployed rapidly, leveraging a rock-
solid data center and security
• The interface and tabs can be easily
customized, even after deployment
• Users can access the app from any of
24,000 offices
• Management has real-time visibility
into business processes using
dashboards and reports
• Force.com implementation has grown
to 65,000 users
• Obtained and confirmed personal
information usage agreements with
customers nationwide
• Gained development productivity,
flexibility, and the ability to change
things easily
• Plans to build cloud-computing
applications to handle everything—
except core systems and detailed
analytics—for all corporate and
regional offices
Japan Post Network
Industry:
Financial Services
Highlights:
Enterprise mashups
Increased visibility
Massive data volumes
Integration of Legacy Systems Powers Revolutionary Compliance App
japanpost
Legacy Insurance
Legacy Banking
Legacy Database

Lenox
Industry:
Distribution Retail
Highlights:
360º customer view
Global integration
• Meet multiple integration needs
for globally distributed sales
teams, including customer contact
information and customer discount
programs
• Replace a current synchronization
process that was manual, time-
consuming, and error prone
• Selected the Cast Iron Integration
Appliance for its“no coding”approach
• Integrated with an Oracle database to
send customer contact and customer
discount program information to
salesforce.com
• Increased productivity of sales teams by
eliminating time-consuming, manual
data-entry process
• Automatically share customer
information across globally distributed
teams
• Improved accuracy of data provided to
field sales
lenox
Oracle Customer Master Integration Eliminates Manual Process
Oracle Database

• Needed a simple platform to integrate
purchase requisitions and sales orders
from SAP with salesforce.com
• Provide visibility into customer
software downloads for manufacturing
• Automate support with streamlined
processes for escalations on delays
• Rejected custom code as unscalable
• Deployed the Cast Iron Integration
Appliance to provide out-of-the-
box connectivity between SAP and
salesforce.com
• Avoided the need for middleware
programming
• Provided real-time integration between
the following applications:
– Purchase requisitions to SAP
– Sales orders to SAP
– Escalations to customers on release
delays
– Automatic download of new
software builds
• Delivered integration in 16 days
• No coding needed to complete project
• Costs were 10 times lower than those of
the closest competitor
• Standards-based, scalable platform
Magma Design Automation
Industry:
High-Tech Hardware
Highlights:
Multiple endpoints
Purchase requisition integration
magma
SAP Integration Delivers Customer Master and Sales OrderVisibility
SAP
Macrovision Intraware

Network Solutions
Industry:
Highlights:
Data warehouse integration
Multiple endpoints
• Deploy a new direct, consultative sales
channel
• Letsalesrepsretrievecustomerandlead
intelligencedatatoimprovesalescalls
• Provide assurance to the sales staff
that deal closures, bookings, and
commissions are valid and that sales
are completed
• Validate and synchronize order data
from order management systems with
salesforce.com
• Load data from multiple sales and
marketing channels into salesforce.com
• Synchronize all lead activity in
salesforce.com with the data
warehouse
• New sales staff of approximately
175 now has access to customer and
prospect intelligence on leads and
opportunities across all channels
• Reduced the cycle time from deal
closure to validation and booking by
80 percent
Oracle ERP Integration Reduces Deal ClosureTime by 80 Percent
networksolutions
Teradata
Oracle EBS
Email Marketing
Vendor

• Needed to automate the business
process of converting opportunities in
salesforce.com to orders in Microsoft
Dynamics Navision (NAV)
• Synchronize account and shipping
information in both systems
• Orders are delivered to Microsoft
Dynamics NAV
• Synchronized order management
system and CRM solution
• Salesforce.com is now integrated into
key business processes
• Data is accurate and thus trusted in
both systems
Pac-Van
Industry:
Manufacturing
Highlights:
Dynamics integration
pac-van
Microsoft Integration Delivers End-to-End Order Management Process
Microsoft
Dynamics Navision

qualcomm
Portal Integration Drives Customer Service Success
Qualcomm
Industry:
Highlights:
Enhanced enterprise visibility
Multiple endpoints
• Quickly roll out a new CRM solution for
greater user adoption and data unity
• Choose a replacement solution that
would integrate seamlessly with
systems and processes across multiple
business groups
• Deployedto55initialusersin23days
• Replaced two large on-premises CRM
systems, extending the deployment to
600+ users
• Fuel call center operations with the
Service Cloud’s case assignment,
escalation, and auto-response email
capabilities
• Deliver anywhere, anytime access via
sales reps’wireless devices
• Developed a custom self-service portal
with the Force.com API
• Provide dedicated 24/7 support with
Salesforce.com Premier Support
• Enhanced the solution with the Sales
KPI Dashboard, iLinc, Angel.com,
and Adoption Dashboards from the
AppExchange
• Saved an estimated $100,000 in
hardware costs to upgrade the existing,
out-of-date on-premises solutions
• Reduced support staff by 60 percent
• Increased user adoption to 80+ percent
from 30–40 percent
• Ability to track hundreds of additional
customer attributes
• Deploy changes in minutes, hours, or
days compared to 10–12 weeks for the
previous on-premises CRM system, with
no system downtime
External Portal
Customer Web Site
Company two
Company one

RJF International Corporation
Industry:
Manufacturing
Highlights:
AS400 integration
Integrated pipeline visibility
• Migrate customer accounts from Reed
Construction to salesforce.com
• Integrate customer leads from Infor ERP
System21 to salesforce.com
• A lack of customer data was resulting in
lost sales
• Custom code wasn’t scalable
Appliance
• Migrated and integrated customer
accounts from Reed CRM and sample
orders from Infor ERP System21 (DB2/
AS400) to salesforce.com
• Completed integration in 10 days
• Increased visibility into the sales
pipeline for management
• Improved efficiencies
• Customer service automatically sends
sample orders as leads
• Sales obtains lead notifications earlier
RJFInternational
ERP Sales Order Integration Creates PipelineVisibility
Infor ERP
Reed CRM
Legacy Systems

53
RJF International
RJFInternational
Sample Process Integration
Order Detail

Siemens
Industry::
Manufacturing
Highlights:
Multi-instance SAP integration
NetWeaver integration
• Customer master data and logistics
data were locked in more than 20 SAP
instances
• Limited insight into customer
interactions
• Selected SAP’s process and Integration
Platform Business Connector to
orchestrate cross-functional processes
spanning SAP and salesforce.com
• Prefabricated integration process
content complementing the Business
Connector Platform provides high cost
efficiency and fast time to value
• Global rollout to 2,700+ subscribers
• Integrating one global salesforce.com
instance into multiple SAP instances
(different releases)
• Automated the event-driven customer
management process
• Improved customer segmentation and
management reporting
• Enhanced business visibility into
customer interactions helps manage
the entire customer experience
siemens
20 SAP Instances Integrated to Create a 360-Degree CustomerView
SAP
SAP
SAP
SAP
Approved through
SAP NetWeaver
SAP

Stratus Technologies
Industry:
High-Tech Hardware
Highlights:
Integrated forecast
Rapid global implementation
• Fix broken business processes,
including inaccurate sales forecasting
• Measure marketing and other business
expenses against actual sales
• Align global forecasting, lead
management, and operational spend
• Integrate disparate sales and
operations data silos globally
• Replace failed and expensive CRM
investments in Siebel and an on-
premises, homegrown system
• Implemented bidirectional integration
to Oracle using Force.com
• Replaced previous Siebel solution with
salesforce.com for 170 users
• Integrated sales information with
marketing campaigns, supply chain,
manufacturing, contracts, and
accounting applications
• Completed implementation in
7 weeks, including integration with
Oracle financials, six languages, and
13 currencies
• Accelerated lead conversion from
weeks or months to as little as 1 day
• Integrated dashboards synchronize
sales information with campaigns,
supply chain, manufacturing, contracts,
and accounting
• Achieved high user adoption almost
immediately—up to 90 percent of the
sales teams access salesforce.com at
least once per week
StratusTechnologies
Oracle Integration Delivers Global Forecast and 90 Percent Adoption
Oracle EBS

• Manual data entry by business users
on disparate ERP systems was time-
consuming and error-prone
• A lack of real-time visibility into invoices
delayed A/R collections
• Needed project and study info from
salesforce.com to drive accurate
revenue forecasts
• Selected Cast Iron to integrate
Costpoint and salesforce.com for
customer and invoice visibility
• Project and work performed
information is exchanged between
salesforce.com and accounting
applications
• Now able to access exchange rates
from multiple systems
• Eliminated custom code and manual
processes
• Completed project in 17 days
• Automating the A/R business process
saved $120,000 per year
• Eliminating manual date entry saved
$200,000 per year
• Reduced DSO (days sales outstanding)
by 10 days to 48 days
Synarc
Industry:
Pharmaceticals Life Sciences
Highlights:
360º view of customers
synarc
Customer Master, A/R, Billing Invoices, Project, Resource Integration
Deltek
Project Management
Forecasting App

57
Synarc
Synarc
Product Integrations
Order Integration

• Siloed customer master data locked in
multiple applications and databases
• Limited visibility into global sales
pipeline
• Disconnected customer-centric
processes across regions (the Americas,
APAC, EMEA)
• Need for a more sophisticated demand-
planning process
• Selected NetWeaver, SAP’s process and
integration platform, to orchestrate
cross-functional processes spanning
SAP and salesforce.com
• Prefabricated Integration Process
Content (i:services) complements the
NetWeaver platform to accelerate time
to value
• Uses SAP BusinessWarehouse (BW) for
advanced analytics
• Transformed a product-centric business
design into a customer-centric one
• Global rollout to 223 users
• Accelerated and streamlined quote
and sales order management process
• Near-real-time global forecast and
production-planning sync process
• Enhanced business visibility into all
customer interactionsTecan
Industry:
Highlights:
Integrated global forecast
NetWeaver integration
tecan
SAP Integration Enables Orders Demand Planning Processes
SAP
SAP BW
SAP NetWeaver
Approved through

TIBCO Software Inc.
Industry:
Highlights:
Multiple endpoints
SOA strategy
• Multiple silos of customer information
in sales, finance, and marketing resulted
in a fragmented view of the customer
• Existing systems included Cognos,
Oracle, and salesforce.com
• Incomplete, overlapping, and incorrect
data as a result of a distributed data
stewardship model
• Senior management wanted real-time
visibility into core sales metrics in
salesforce.com
• Used the existing enterprise service bus
(ESB), formed byTIBCO BusinessWorks
and EMS
• Connected Oracle, salesforce.com,
and Cognos to ESB using adapter
technology
• Developed automated process on
top of ESB to aggregate and cleanse
salesforce.com data and synchronize it
with other systems
• TIBCO now has real-time dashboards
with clean data
• Real-time visibility into deals improves
accurate decision-making and effective
action
• Quick implementation of changes in
business requirements
tibco
Endpoint Integration ProvidesVisibility Across SOA Environment
Oracle ERPMarketing Team
Data Cleansing Engine
Internal Load Call
Marketing Staging DB
Data Cleansing API Palette
Data Warehouse/
Customer Master Index Mapping
TIBCO Integration Appliance
(BusinessWorks)
TIBCO TIBCO TIBCO
TIBCO
TIBCO
Salesforce API palette

61
Data Layer Integration
(Replication)
datalayerintegration

Adesa
• Provide a unified customer view of data
in the data warehouse to customer
service reps
• Required deployment with minimal IT
support
• Manage ongoing maintenance without
using developer resources
• Eliminate costly, duplicate records
while increasing customer visibility and
accuracy
• Selected Scribe Insight and the Scribe
Adapter for Salesforce
• Displayed and consolidated customer
profile data in salesforce.com
for better customer service and
executive reporting
• Improved customer satisfaction by
giving customer service reps access to
customer data in a single system
• Reduced support costs while providing
customers with a more efficient call
center infrastructure and process
• Improved data integrity across the
customer master
Adesa
Industry:
Business Services
Highlights:
Rapid integration
Service process automation
Integrated Support Process Improves Customer Satisfaction
Oracle DW
Approved through Scribe

Integration Powers Custom Real Estate Listings Warranties App
americanhomeshield
American Home Shield
Industry:
Financial Services
Highlights:
Enterprise visibility
High-volume integration
• Integrated the unique sales process
of the leading U.S. home warranty
company, with 1+ million homeowners
• Create a better way to track key listings
and warranty information
• Offer anytime, anywhere data access
for the geographically dispersed
organization
• Ensure ease of use, an intuitiveWeb-
based interface, and offline capability
• Built custom applications to track the
complex relationship between real
estate agents, warranties, and end
customers
• Executives can track listings and
closings on a month-by-month and
year-over-year basis for accounts and
for individual agents within those
accounts
• Bidirectional integration with legacy
customer support and ERP systems
• Leveraged applications from the
AppExchange for a 360-degree view of
staff
• Chose Force.com because its cloud-
computing model allowed for
deployment with minimal IT resources
• Provide real-time visibility into key
market metrics by integrating between
250,000 and 500,000 records
• Keep adoption at 100 percent with an
innovative incentive program
• Now manage promotional budgets
with greater accuracy
Custom Oracle
ERP
Reporting Datamart

• Replace legacy, custom CRM solution
and migrate to salesforce.com
• Improvedataintegrationprocess
withouttheneedforcostlyspecialists
• Efficient allocation of key personnel to
improve the focus on strategic activities
vs. tactical ones (such as integration)
Appliance for configuration-driven
integration between a data warehouse
and salesforce.com
• Integration development aligned with
SOX-driven salesforce.com process
• Integrate data on 100,000+ customer
accounts via 10 nightly batch (500,000
rows) and 2 real-time activities (quote
and order details)
• Retired legacy CRM solution and
replaced custom data integration
services
• Launched nearly 400 seats on
salesforce.com in phases over a
6-month period
• Reduced dependencies on specialist
skills, focusing on development by
systems analysts
• Provide support for geographically
distributed teams via the Cast IronWeb
Console
AmericsourceBergen
Industry:
Highlights:
High-volume integration
Amerisourcebergen
Legacy Integration Automates SOX-Driven Quote Order Processes
Data Warehouse

• Reduce the need for manual entry and
increase application usability
• Improve enterprise data integrity and
reporting
• Increase sales pipeline visibility
• Provide better resource allocation
• Align sales and marketing
• Consolidate different views of the
customers produced by multiple
applications across different systems
• Selected webMethods middleware
• Deployed the solution to 800 users in
more than 20 countries
• Integration covered 40,000 accounts
and 30,000 products
• Customer and product data are pulled
from SAP; SAP remains the account and
product master
• Data includes hierarchies and attributes
• Salesforce.com accounts are
augmented with SAP sales history
• Strong adoption produces worldwide
alignment and collaboration
• Increased sales and marketing
communication result in higher
revenue
• Unprecedented visibility into the sales
pipeline
• Standardized views of accounts and
products across the company
• Reporting and analytics by enterprise
data attributes
• Support for timely business decisions
Analog Devices
Industry:
High-Tech Hardware
Highlights:
Account and product master
Demand chain alignment
Integrated pipeline visibility
Analogdevices
SAP Integration Delivers Better PipelineVisibility for Manufacturing Firm
SAP

• Inconsistent processes and data across
multiple business units
• Needed a common platform to unify 21
different databases
• Maintaining multiple databases (legacy
CRM systems) was expensive
• Valuable company data was located in
several static, disparate systems
• Limited visibility into the sales pipeline
for each business unit
• Deployed a centralized ESB strategy
with SOA-based middleware
• Consolidated data from four disparate
business units into salesforce.com
• Implemented four projects in parallel:
SAP, SAP Business Information
Warehouse (BW), price optimization
software, and salesforce.com
• Deployed the integrated solution
to 1,100 current users, including
900 new users
• Achieved high user adoption of sales
force automation solution
• Improved lead and opportunity
management
• Configured data model to meet
integration and visibility requirementsAshland
Industry:
Energy Chemicals
Highlights:
Business warehouse integration
Enterprise Service Bus
Material master integration
Ashland
SAP Integration Enables Custom Sample Management App
SAP
SAP BWPricing Optimization
Software
Approved through Bluewolf
ESB

• Wanted deep integration with a JD
Edwards back-office system, including
visibility into critical order data
• Needed customer master integration
• Wanted to expose invoice data to
sales teams for more effective account
management
Appliance for a simple,“no coding”
approach
• Simplicity of integration was a major
factor in the company’s choice of the
appliance over Microsoft CRM
• Achieved bidirectional integration with
JD Edwards, updating accounts and
contacts to JD Edwards and extracting
sales orders and invoice data from JD
Edwards
• Delivered the complex integration in
25 days
• Synchronized customer data in
multiple systems
• Account reps can now close prospects
more effectively
Awana
Awana
Industry:
Education
Highlights:
Accounts and contacts integration
Orders and invoice integration
JD Edwards Integration Delivers Invoice and Sales OrderVisibility
SAP

• Continue to provide Salesforce CRM
partner management as a value-added
service to independent retail window
and door stores
• Needed to perform complex outer joins
on data to gain insight into the cost of
lead sources, the number of leads that
became opportunities, and the number
of leads that closed
• Replicated salesforce.com data and
data model in near real time
• In 1 hour, had live salesforce.com
data in a local SQL database and had
developed the required outer joins and
reports
• Gained intelligence on lead channels
• Created a fully automated set-and-
forget solution that operates on a
predefined schedule and requires no
ongoing staff or maintenance
A.W. Hastings
Industry:
Manufacturing
Highlights:
Enhanced visibility
Rapid integration
A.W.Hastings
SQL Server Integration Results in Intelligent B2B Reporting
Microsoft
SQL Server

• Automate the bidirectional integration
of prospect registrations from an SQL
registrationWeb site to salesforce.com
• Wanted a flexible, prebuilt connector to
salesforce.com
• Needed a solution that was
configuration-based so staff could
build bidirectional integrations
• Needed visibility into the status of
registered users during the sales cycle
and the ability to keep the registration
Web site and salesforce.com
synchronized
• Concernedaboutthehighcostsof
buildingandmaintainingintegration
solutionsassociatedwithtraditional
integrationmethodologies
• Selected Boomi AtomSphere for cloud
integration
• Automated the synchronization
of the registrationWeb site with
salesforce.com
• Implemented the solution without
programming
• Connected the registrationWeb site to
salesforce.com in 7 days
• Completed bidirectional
synchronization of thousands of
existing registrants in addition to
synching newly entered ones
• Constructed a reporting tool to check
the status of synched records
• Built user record validations that
required lookups and logic against
multiple salesforce.com objects,
including Campaigns, Contacts, Leads,
and Accounts
Bersin and Associates
Industry:
Business Services
Highlights:
Bidirectional integration
bersinandassociates
Web Site Integration Automates Registration Process
Custom MySQL
Registration DB
Customer Web Site

• Enable customer service reps to place
orders into Microsoft Dynamics GP
from salesforce.com
• Valuable customer data was located
in disparate systems and didn’t match
when cross-referenced
• Needed better visibility into orders and
the sales pipeline to better manage
cash and investment decisions
• Created one-way link to Microsoft
Dynamics GP from salesforce.com for
direct order entry
• Enabled non-programmers to create
integration with a visual mapping tool
• Reduced implementation and
maintenance costs with out-of-the-box
application adapters
• Integration between salesforce.com
and Microsoft Dynamics GP boosted
productivity and reduced costs
• Easy and powerful data-mapping
capabilities for non-programmers
• Reduced maintenance costs
Microsoft Dynamics GP Integration Automates Order Entry
boundlessnetworks
Boundless Network
Industry:
Business Services
Highlights:
Higher data quality
Integrated order management
Integrated sales pipeline
Microsoft Dynamics GP

• Wanted an integrated opportunity-to-
order processing system in its in-store
Home Depot kiosks
• Effectively manage a partner-based
sales process
• Loop in the appropriate internal
salesperson at the right time
• Integrate opportunity data in
salesforce.com with order data in the
Oracle 11i processing system
• Selected the Bluewolf Integrator
solution
• Integrated salesforce.com and Oracle
11i to streamline front- and back-office
processes
• Built an enterprise-ready solution
exclusively for salesforce.com
• Implemented and managed an
automated customer sales process with
a strategic channel partner
• Streamlined overall communication
between dealers and installers
• Reduced customer service
personnel and infrastructure, saving
approximately $40,000 annually
BP Solar
Industry:
Energy Chemicals
Highlights:
Integrated in-store kiosks
Reduced service costs
Oracle Integration Automates Opportunity-to-Order Process
BPSolar
Oracle 11i

• Needed visibility into salesforce.com
accounts at different hierarchical
account levels for advanced reporting
• Automate account assignments
within salesforce.com after territory
realignments
• Integrate account and opportunity data
in salesforce.com with an Oracle 8i sales
and marketing database
• Selected Bluewolf integration solutions
for salesforce.com:
o Bluewolf Replicator integrates key
account data with Business Objects to
deliver advanced reporting
o Bluewolf Integrator automatically
updates sales teams on all necessary
account information when territories
are realigned
• Together, the products update critical
account and opportunity data between
salesforce.com and Oracle
• Improved visibility into accounts on a
micro, parent, and global level
• Automated territory updates eliminate
the need for direct resources to
manage this process
• Unlocking data in the Oracle database
made information more accessible
within the organization
Bracco
Industry:
Highlights:
Automated territory alignment
Bracco
Oracle Integration Delivers Complex Customer Master and Reporting
Oracle 8i
Sales and Marketing

• Reduce IT spend (50+ percent
of budget was spent on custom
integrations)
• Address inconsistency in business data
caused by data fragmentation across
the enterprise
• Migrate 300+ salespeople worldwide
from a homegrown sales force
automation system to salesforce.com
• Synchronizeinternaloperational,HR,and
accountingdatatosalesforce.com
• Leverage salesforce.com data for
operational and financial reporting and
analysis
• Wantedtouseadrag-and-drop
approachversuscodingfromscratch
• Standardized on Informatica
PowerCenter to integrate operational
and analytical systems
– PowerCenter is the same integration
platform embedded in the
company’s two core applications:
Oracle and i2
• Realized a 10 percent improvement in
productivity
– Completed development, QA, and
production rollout in only 8 weeks
using two resources
– Delivered 50 interfaces between
salesforce.com and the data
warehouse in 2 months
• Improved confidence in data integrity
through enterprise data management
– Achievedconsistentreferencedata
betweenOracleandsalesforce.com
• Increased performance by 300+
percent
– Loaded more than 200,000 records
nightly from salesforce.com and the
data warehouse
Brocade
Industry:
High-Tech Hardware
Highlights:
Customer hub integration
Multiple endpoints
Integrated Hub Boosts Productivity, Environment, and Quality Data
brocade
Manufacturing
Data Systems
i2 Demand Planning
Costing Application
Multiple Homegrown Apps
Oracle 11i ERP
Remedy Support
Multidimensional
Revenue Forecasting
Data Warehouse

• Decrease lead response time
• Access current customer account
information as well as historical data in
salesforce.com
• Integrate with a proprietary application
• Identify cost- and resource-sensitive
solutions
• Selected Scribe Insight, the Scribe
• Streamlined the lead-to-opportunity
process; salespeople can now follow up
on leads in real time
• Campus Fundraiser reps can now
contact the lead while still on theWeb
site, maximizing potential sales
• Better tracking of the sale throughout
the sales process
• Facilitates contact with motivated
buyers and provides a more
personalized customer experience
• Provides support for pursuing renewal
business; historical data makes more
personalized calls possible
Campus Fundraiser
Industry:
Financial Services
Highlights:
Higher data quality
Real-time lead integration
campusfundraiser
Legacy Integration Streamlines Lead-to-Opportunity Process
Proprietary
Database

• Migrate 7.5 million ASCII customer
records into salesforce.com
• Ongoing ASCII integration required
updating and consolidation of“child”
records in CRM system while providing
salesforce.com IDs back to the original
system
• Run the solution on existing AIX
hardware
• Address unreliable network availability
• Provide a platform for a future
integration project: taking messages off
WebSphere MQ and converting them
to emails
• Selected the Pervasive Data Integrator
for a fast migration and integration
solution
• Solution delivered information needed
to drive banking opportunities
• Handled interruption of Internet
connections
• Made it possible to integrate
with salesforce.com without
system monitoring for restarts or
administration
• Completed the project in 5 days, from
project scope to implementation
• Fast, highly accurate migration of ASCII
fixed records and ongoing integration
• Achieved throughput of 90,000 records
per hour
• Salesforce.com is now an integral part
of the bank’s CRM activities
• Solution is easily managed by internal
IT staff
• Plans to extend the platform for future
integration projects
Chevy Chase Bank
Industry:
Financial Services
Highlights:
High-volume data integration
Rapid integration
chevychasebank
Legacy Integration of 7.5+ Million Records from Multiple AIX Endpoints
7.5 Million ASCII Fixed Files on AIX
(Oracle, DB2, MSQL)

• Reduce dependency on the accounting
department
• Give customer service reps direct
access to the most current customer
information
• Create a responsive and reliable
integration between salesforce.com
and the Epicor ERP systems
• Benefit from advanced features
• Reporting now available in an
automated solution
• Robust, cost-effective option tailored to
customers’needs and budget
• Sales self-sufficiency has led to higher
productivity
• Better, more complete data available
to reps
• Sales team has direct access to the
most current order and customer
information through salesforce.com
Configuresoft
Configuresoft
Industry:
Highlights:
Enhanced reporting
Order integration
Epicor ERP Integration Enables Sales and ServicesTeams
Configuresoft
Epicor ERP System

• NeededWeb site integration with
salesforce.com to improve the
customerWeb experience and support
customer-facing personnel
• Wanted operational capabilities for
internal support and sales staff, based
on a 360-degree view of the customer
• Development costs and operational
considerations made it impossible to
integrate theWeb site directly with
salesforce.com
• Selected Relational Junction to
enable bidirectional replication of
salesforce.com data between the
Web site’s MySQL database and
salesforce.com
• Used salesforce.com as a data modeling
tool and as an operational interface
• Used PHP programming for the
customer-facingWeb site, providing a
vendor-neutral solution
• Achieved a consistent view of
salesforce.com data and the company
Web site
• Drastically reduced development time
and complexity
• Achieved 100 percent reliability and
very high performance
• Provided full integration with
salesforce.com, without operational
dependencies
Crushpad
Industry:
Distribution Retail
Highlights:
crushpad
Web Site Integration Delivers Consistent User Experience
MySQL
Web Site
Approved through
Relational Junction

• Needed a better way to route and
process leads and provide more
comprehensive reporting on sales
volumes and activities
• The ability to integrate with the existing
ERP system was essential
• Wanted a centralized customer
database with account histories
to facilitate better communication
between teams
• Installed the Pervasive Data Integrator
from the AppExchange, providing two-
way integration between Salesforce
CRM and a JD Edwards ERP system
• Central repository of CRM information
ensures accurate data is readily
available and shared across the entire
company
• Dashboards provide fast access to
real-time information on lead volumes,
activities, and sales projections vs.
actuals
• Leads are processed in a timely manner
and sent to the appropriate eps
• Integration with JD Edwards enables
daily data exchange between
Salesforce CRM and ERP for better
business planning
• Better management of people and
processes helps the company close
more deals more quickly
• Managers have greater visibility into
field activities and pipeline progress
• Applications enable ongoing
management of solution support and
extensions without additional IT staff
Dermalogica
Industry:
Distribution Retail
Highlights:
Enhanced executive reporting
JD Edwards integration
dermalogica
Legacy ERP Integration Streamlines Leads Management
JD Edwards

• Outdated sales applications and
platforms required custom coding and
were expensive to maintain
• The large volume of data was difficult
to manage
• Wanted timely and complex territory
classification realignment
• Chose Informatica PowerCenter
• Decided to extend on proven
integration success
• Past projects included:
– Data migration and
decommissioning of two Siebel
instances
– B2B integration, with 15 accounts
and trade vendors
• The mainframe migration to UNIX
resulted in IT spend reduction
• Delivered seamless integration with a
7TB global data hub
• Reduced trade ticket synchronization
time with salesforce.com to:
– 5 minutes/day (~3,000 tickets)
– 13 minutes/month (~40,000 tickets)
Deutsche Bank
Industry:
Financial Services
Highlights:
High data volumes
Deutschebank
Data IntegrationWith Global Hub Delivers Operational Efficiencies
Sales Data Warehouse
Global Data Hub

• Wanted a best-of-breed sales force
automation (SFA) solution that would
easily integrate with legacy systems
and Oracle’s PeopleSoft ERP solution
• Needed a tool to replace a spreadsheet-
based system for managing equipment
and support tickets for cinema
customers
• Wanted to automate the product
shipping and distribution process as
well as maintenance renewals
• Support for multiple languages and
currencies was important for offices
across the globe
• Replaced legacy CRM solution,
including systems integration, in less
than 5 months
• The Informatica Integration Pack from
the AppExchange provides integration
with PeopleSoft ERP and other on-
premises applications for improved
business planning and process
management
• Dolby and salesforce.com partner
Appirio leveraged the development
power of Force.com to build a cloud-
computing cinema asset application in
2 months
• The solution integrates with Salesforce
CRM’s call center for more effective case
management and problem-solving
• Integration with legacy systems
ensures data integrity
• Strong user adoption resulted from
better data quality, tight integration,
and the elimination of a time-
consuming, paper-based process
• Easy access to real-time data and
advanced analytics provides increased
business visibility and improved
forecasting
• In-depth management of cinema
equipment enables more efficient
deployment of technical resources and
better customer service
Dolby
Industry:
High-Tech Hardware
Highlights:
Multiple endpoints
PeopleSoft Integration Improves Sales Processes and Customer Service
dolby
Oracle
MS SQL Server
PeopleSoft
Computer Packages
eSolve
Custom Apps
Company two
Company one

• Integrate salesforce.com with an
advertising data warehouse to
streamline and improve the sales
process
• Needed complete synchronization of
customer data
• Provide for pipeline and forecast
management
• Required deeper insight into actual and
planned advertising spend by account
• Sought to keep abreast of competitive
activity
• Selected Bluewolf Integrator and
Professional Implementation Services
• Trained about 400 sales people on the
new system
• Deeper-level integrations are evolving
from use of the system and from
innovations within the Bluewolf
Integrator product
• Completed the integration in 5 months
• Bluewolf Integrator is delivering deeper
and more meaningful integrations than
initially expected
• Deliver a complete view of advertising
relationships (from actual ad spend to
planned future spend), without running
custom reports
• Improved employee productivity and
insight into the company’s accounts
and relationships with agencies and
advertisers
Integration Provides CompleteView of Advertising Pipeline
Dow Jones
Industry:
Highlights:
dowjones
Advertising
Data Warehouse

• Reduce cost to customize a legacy CRM
system
• Increase sales productivity and
effectiveness in the field through easier
access to information locked in back-
office systems
• Decrease costs associated with data
exchange across business partners
• Cleanse and migrate legacy Pivotal
CRM data to the more flexible and
customizable salesforce.com platform
• Synchronize Microsoft Dynamics/
Great Plains data as part of a master
data management (MDM) solution
that provided back-office data every 30
minutes to salesforce.com
• Implementation yielded 100 percent
ROI from the migration of Pivotal CRM
data alone
• Completed in 9 days: 30 percent of
the time estimated for a custom code
approach and 40 percent of a 3-year
TCO
• Implementation of MDM across Great
Plains and salesforce.com now available
to drive partner data exchange
Ellie Mae
Industry:
Financial Services
Highlights:
CRM-to-CRM Integration
Mulitiple endpoints
Elliemae
Multiple Integrations Result in Quick ROI
Pivotal CRM
Microsoft Dynamics

• Integrate customer information
between salesforce.com and various
internal systems to support real-time
customer service and alerts
• Sought to provide a business
intelligence reporting platform based
on a relational database
• Wanted to calculate financials from
data within salesforce.com
• Sought to integrate customers,
payables, and receivables with an
Epicor financial system
• Selected the Relational Junction
solution
• Used salesforce.com data replication for
reporting data warehouses
• Integrated with internal applications
using SQL database technology
• Integrated with the Epicor ERP system
for financials
• Up-to-date CRM data now provides
timely information for effective
business response
• Achieved a consistent view of
salesforce.com data in a reporting
database
• Realized development and
maintenance savings using off-the-
shelf software
EnerNOC
Industry:
Energy Chemicals
Highlights:
Complex legacy back-office
integration
Enhanced visibility
enernoc
Integrated Energy Management System Improves Customer Service
Energy
Management Systems
Approved through
Relational Junction

• Wanted an affordable system to track
and manage customer interactions in
50 countries
• Needed integration with the company’s
existing SAP system
• Frustrated after implementing Siebel
CRM software and trying to integrate it
with SAP for 3 years
• Selected salesforce.com after three-way
product evaluation and 2-month trial
• Implemented the solution in eight
languages and integrated with SAP—
all within 90 days
• Deployed to 230 staff (including 13
Strategic Partner licenses), ensuring
users worldwide have 24/7 access to
customer information
• Rapid implementation and integration
• Customizations can be done in-house
with the easy-to-use Force.com cloud-
computing platform
• Very high end-user adoption
Esker
Industry:
High-Tech Hardware
Highlights:
Global integration
esker
SAP Integration Streamlines Customer Interactions in 50 Countries
SAP

• Provide wholesale reps with self-service
access to back-end agency data by
synchronizing it with salesforce.com
• Supply contract and revenue
information, agency visitation
schedules, and master data information
to help agents prep for meetings with
independent agencies
• Selected Informatica On Demand
• Provide marketing reps near-real-time,
self-service access to various agency
data, including:
– Contract counts and resulting
revenue figures
– Agency visit frequency
– Notes and contact information
• Synchronized back-end agency system
with salesforce.com in 2 days
• Consolidated notes in salesforce.com
reduced lookups so contracts were
processed faster
Florida Family Insurance
Industry:
Financial Services
Highlights:
Master data management
Legacy Integration Delivers Critical Data to Customer-Facing Agents
floridafamilyinsurance
MS SQL Server
Custom Agency System

• Standardize sales process worldwide
• Wanted to combine six different
properties under a single umbrella
• Needed to integrate Salesforce CRM
with the Oracle 11i database used by
the finance department
• Wanted to centralize forecasting across
all properties
• Deployed Bluewolf Integrator to
integrate Salesforce CRM with the
Oracle 11i back office
• Created an automated process for
opportunity-to-order management
across disparate business systems
• Standardized on a single, company-
wide sales process
• Improved and centralized forecasting
across all properties
• Implemented a complete solution for
opportunity-to-order management
• Synchronized
salesforce.com opportunities
with Oracle opportunities; Oracle
orders now automatically update
salesforce.com opportunities
Fox Interactive Media
Industry:
Highlights:
Centralized forecasting
Opportunity-to-order integration
foxinteractivemedia
Oracle ERP Integration Centralizes Enterprise-Wide Order Management
Oracle 11i

• Stored customer data in aWeb
database, an on-premises database,
and Salesforce CRM
• Too inefficient and costly to manage
data across three different systems
• Process for integrating sales
compensation data involved tens of
thousands of transactions managed
by Excel spreadsheets and transferred
manually between systems
• Selected Boomi AtomSphere to
integrate XML File with salesforce.com
via aWeb browser
• Salesforce.com partner Model Metrics
built the integration on the Boomi
Platform in less than 40 hours and also
configured salesforce.com
• The salesforce.com operations manager
can easily manage and troubleshoot
the integration processes in production
from any global office location via a
Web browser
• Completed the implementation in 40
hours (vs. custom coding integration
for $15,000)
• Able to pinpoint and independently
resolve errors within 2–4 hours instead
of the previous 2 weeks costing tens
of thousands of dollars and technical
resources
• Can now generate reports in 5 minutes
that previously took 1 business day
• Think strategy“Bossy”award
winner 2009
GFT
Industry:
Business Services
Highlights:
Enhanced reporting
GFT
XML File Integration Enables EnterpriseVisibility and Saves Money
Database

• Meetuniquebusinessneeds—the
companyprovidesaupairsfromforeign
countriestoU.S.hostfamilies
• Replace a homegrown system with
salesforce.com, QuickBooks, and new,
custom-coded portals
• Implement new functionality over a
6-month period, using both systems
during the rollout
• A consistent view of customer data
for complex reporting required by
government audits
• Replace existing QuickBooks
integration because integration
company had gone out of business
• Selected the Relational Junction
solution
• Converted legacy data to
salesforce.com through the Relational
Junction warehouse, using Relational
Junction ETL
• Platform allowed host families, local
area representatives, and international
representatives to access and update
data on custom-developed portals
• Integrated with the legacy system
during the rollout using both
Relational Junction ETL and replication
technologies
• Provided two-way integration for the
QuickBooks accounting system, where
all credit card charges are performed
• Completed the data migration
in 2 months
• Achieved on-site backup and
accessibility of all data
• Provideda1-yearmigrationoflegacy
functionstosalesforce.com,living
seamlesslyoutofbothsystems
• Consistent view of salesforce.com data
in a local database now accessible to
thousands of remote customers and
business partners
• Updates from the portals automatically
update salesforce.com data
• Integration with QuickBooks is up and
running successfully
GoAupair
Industry:
Services
Highlights:
Customer master visibility
Enhanced reporting
goaupair
QuickBooks Integration Improves Reporting for Custom Portals
QuickBooks
Portals
(Host Families, Local Reps, Int’l Reps)
Approved through
Relational Junction

• Automate the bidirectional
synchronization of students and
prospects from salesforce.com to a
customized admissions database
• Wanted a flexible, prebuilt connector to
salesforce.com
• Needed a customizable solution so
internal staff could build various bi-
directional integrations
• Needed the flexibility to handle
customize business process
requirements
• Was concerned about the high costs of
building and maintaining integration
solutions associated with traditional,
costly integration methodologies
• Selected Boomi AtomSphere
• Student and prospect information from
salesforce.com is now synchronized
with the custom admissions database
• Applications were integrated entirely
from theWeb
• Connected student and prospect
information in salesforce.com and the
custom admissions database in 3 days
• Allstudentandprospectinformation
enteredintosalesforce.comis
automaticallyintegratedwiththe
admissionsdatabase
• Able to process thousands of records
per day
• AnticipatefutureROIduetoreduced
timeandmoneyspentbuilding
integrationstoadditionalsystems
• Plans to integrate all student-related
information between salesforce.com
and the admissions database
Green River College
Industry:
Education
Highlights:
Legacy integration
greenrivercollege
Integration Enables Self-Service Admissions ProcessVia theWeb
Admissions
Database

• Wanted customer/product master
synchronization between Microsoft
Great Plains and salesforce.com
• Convert incoming order information
from vendors to salesforce.com
opportunities
• Send orders to direct-mail vendors
• Convert salesforce.com
opportunities into project accounting
orders in Microsoft Great Plains
• Eliminate the manual re-keying of data
• Replace existing custom code that
wasn’t scalable
Appliance
• Integrated the following apps across
multiple systems:
– Salesforce.com and vendors, via Web
services
– Salesforce.com and an SQL server-
based legacy application
• Phase II includes integration between
salesforce.com and Microsoft Great
Plains
• Completed the first phase of the
integration in 20 days
• Achieved automated sales order
processing across salesforce.com and
Great Plains
• Automation improved operating
efficiencies with vendors
Grizzard
Industry:
Services
Highlights:
Automated sales order processing
Legacy integration
Great Plains Integration Synchs Customers, Products, Order Processing
grizzard
Microsoft Great
Plains
Vendors
Legacy

• Integrate previous solution with a new
SAP Business InformationWarehouse
(BW) solution
• Replicate SAP data to salesforce.com
• Update customer container data from
an Access database into salesforce.com
• Manage and maintain the solution with
the existing salesforce.com admin staff
• Selected the Pervasive Business
Integrators solution
• Provided on-site fast-track training
• Updated salesforce.com with account
information stored in SAP, the system
of record
• Updated daily customer container
information from the Access database
• Plans to leverage the platform to
enable future integration projects with
SAP, including invoicing, A/R, shipping,
annual operational planning, and
integration with theVendavo pricing
application
• The integration implementation is
more efficient than the previous batch
solution
• Easier to maintain existing integration
points and add new points as necessary
• Sales gets more relevant information,
for better customer service
• Existing admin staff can manage the
solution
• Solution met new requirements by
sales without additional licensing costs
Honeywell
Industry:
High-Tech Hardware
Highlights:
Account, pricing, and product
integration
Multiple endpoints
honeywell
SAP Integration Enables 360-DegreeView of the Customer
SAP
Access-Container Database

• Contact customers faster to increase
renewal rates
• Support a virtual call center
• Needed a flexible integration tool to
handle unique needs
• Required solutions that were cost and
resource sensitive
• Selected Scribe Insight, the Scribe
• Streamlined renewal processing
• Eliminated error-prone manual process
• Solution was made available to
telemarketers across the country, using
salesforce.com to support a virtual call
center
• Improved timeliness and number of
renewal calls by 20 percent; increased
actual renewal rates by 15 percent
• Saved more than $100,000 in manual
labor costs
• Reduced address and phone data
errors from 25 percent to 8 percent
• Simplified updates from Do Not Call list
to ensure compliance
• Supported telemarketers in up-selling
additional services
Intrep
Industry:
Services
Highlights:
“Do not call”integration
Higher data quality
intrep
Legacy Integration Improves Customer Renewals by 15 Percent
Oracle Database
Data Cleansing Services
Company two
Company one

• Compete with the beer order and
delivery capabilities of larger rivals
• Improve customer interactions
by providing sales reps with key
information from the Great Plains
system while in the field
• Required solutions that were cost and
resource sensitive
• Selected the Scribe Insight solution,
including the Scribe Adapter for
Salesforce and for Microsoft Dynamics/
Great Plains
• Made it possible to enter orders via the
Sales Cloud’s mobile functionality
• Streamlined sales order processing
to handle high order frequency and
higher sales volume
• Eliminated a manual, dual-entry
process and introduced a new audit
procedure
• Expanded the sales volume and
the reach of the sales team, without
expanding in-house processing
• Immediately eliminated 3–5 hours of
processing per day
• Improved accuracy and timeliness with
mobile order confirmation
• Created a competitive advantage by
making superior customer service
possible
• Sales management can now use
salesforce.com to track account activity,
including sales
• Marketing can tie activities directly to
sales volume filters
• Eliminated costly order-entry mistakes
with new audit procedure
Karl Strauss Brewing Company
Industry:
Distribution Retail
Highlights:
Microsoft integration
karlstrauss
Great Plains Integration Enables Mobile Order Management Process
Microsoft
Great Plains

• Fully integrate salesforce.com with SAP
back-office systems
• Required rapid deployment to more
than 1,800 users in 43 countries within
12 months
• Used integrated SAP customer master
data and transactional data such as
orders, contracts, prospect tenders, and
billing with salesforce.com using the
Force.com platform
• Solution included both bulk data
migration and a traditional integration
component
• Synchronized account and equipment
data between regional SAP instances
and salesforce.com
• Enabled bidirectional publishing
of account data and unidirectional
publishing of equipment updates
• Pushed the pilot program live within 3
months
• Plans include integrating aWeb-based,
automated lead-management system
• Winner of the Appy for“Best Customer
Integration”KONE
Industry:
Manufacturing
Highlights:
Customer, order, and billing
integration
Global implementation
kone
SAP IntegrationWins“Appy Award”for Best Integration
SAP
SAP
SAP
Company two
Company one
Lead
Management
System

• Needed a fast, easy, and affordable
way of reporting the number of
applicants and job performance data
on its MonsterTRAK production system
without heavy involvement from IT or
outside contractors
• Too much effort was spent getting data
from Oracle, manipulating it in Excel,
and manually emailing it to business
users every day
• Integrated back-end MonsterTRAK data
with a custom Force.com application
to provide fast, low-cost business
intelligence and reporting
• Leveraged back-end data within
the flexible Force.com reporting
environment to provide automated,
self-service analytics and dashboards
• Migrated off manual, legacy Oracle/
Excel workflow-based reporting to
automated self-service reporting and
custom dashboards in Force.com
within 1 month
• Repurposed 0.5 FTE with automated
integration and user-defined KPIs,
using a separate application within
salesforce.com
Oracle Integration Provides Automated, Self-Service Reporting
Monster
Industry:
Services
Highlights:
Enhanced reporting
Multiple endpoints
monster
QuickBooks
Company two
Company one
Oracle

• Track fund-raising information from
donors
• Integrate multiple systems, including
salesforce.com, PeopleSoft on DB2, and
a fund-raising gifting application
• The manual data-entry process was
extremely error prone
• The existing custom code was
unscalable
• Deployed the Cast Iron Integration
Appliance, which provides a no-coding
approach to integration
• Implemented a multidirectional
integration solution for the
PeopleSoft donor process; for
salesforce.com accounts, opportunities,
and campaigns; and for SQL Server
2000 donor information
• Completed integration in 25 days with
the university’s internal team
• Improved the tracking of fund-raising
efforts and campaigns
• Improved visibility into associated data
Northeastern University
Industry:
Education
Highlights:
Multiple endpoints
PeopleSoft and Microsoft SQL Server Integration Speeds Fund Raising
Northeasternuniversity
Microsoft SQL
Server
PeopleSoft

• Inflexible and poor functionality in a
proprietary healthcare CRM system
• Relied on email for sharing and
reviewing customer information from
fragmented databases
• Lack of a common, central system for
viewing customer information gave
management minimal insight into sales
performance
• No integration between CRM and back-
office systems and databases, including
SAP
• Deployed the Sales Cloud to 60
healthcare sales professionals in
the U.K.
• Customized the system with the
Force.com builder to provide a single,
comprehensive view of GPs, practice
nurses, and other professionals
• The Force.com API provided seamless
integration with SAP and the
organization’s healthcare databases
• Provided complete implementation,
customization, and integration
• Delivered the solution in 3 months,
without any up-front technology
investment
• Increased sales effectiveness and user
productivity
• Improved sales processes and insight
into critical sales issues and pipeline
• Enhanced efficiency of customer
service
Sanofi Pasteur MSD
Industry:
Highlights:
Integrated customer master
Integrated pipeline
sanofipasteurmsd
SAP Integration Boosts PipelineVisibility Customer Service
SAP
Custom Healthcare Databases

• Used SAP as the worldwide standard
for order management and financials
and salesforce.com for CRM
• ERP to CRM processes were not
harmonized
• Had high demand for reporting key
business performance
• Needed visibility of orders, shipments,
and invoices within salesforce.com
• Had limited in-house developer support
• Selected the Cast Iron solution for real-
time, bidirectional integration between
SAP and salesforce.com
• Phased approach to success included:
– Copying invoice and order status
information from SAP to each
salesforce.com opportunity
– Creating and synchronizing product
line item details from SAP to
salesforce.com
• Phase I delivered in 2 weeks
• Phase II now in production
• Greater visibility in salesforce.com
• Rapid adoption by sales community
Siemens
Industry:
Manufacturing
Highlights:
Order, invoices, and shipment
integration
siemens
SAP Integration Drives Channel Sales Success Across 60 Countries
Oracle 11i

Force.com integration-book-2009

Force.com integration-book-2009

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