Microsoft CRM Integration with IBM Lotus Notes Domino machinery dealership example

IBM Lotus Notes with Domino email server is traditional document workflow management solution for large corporate business, where you need audit trail on approval cycle and decision making. Microsoft Business Solutions CRM is very cost efficient solution to automate sales process. It might be surprising, but we see good strata of clients who are willing to deploy and integrate both systems: MS CRM and Lotus Domino. In our opinion these clients are balancing ERP platform risks and trying to protect and deploy investments into Lotus licenses, while deploying new and already leading CRM solution Microsoft CRM. In this small article well give you the integration example European division of one of the well known machinery manufacturer dealership network.

Custom Lotus Database. In our case client had custom database, which was designed back in the beginning of 1990th. Some dealers had Lotus Notes Domino 4.0 and some of them had 6.0 and 6.5. Technical excurse in Lotus Notes Domino 6.0 you can use Java 2 agents, and it seems to be platform independent (Microsoft Windows Server, IBM AS/400). To synch all the dealerships the decision was made to upgrade across the network to Lotus Notes Domino 6.0 (to be a bit conservative)

Domino Messaging. Obviously you have to have just one email server assigned to your url domain, and as traditionally Lotus Domino was the email server the replacement with Microsoft Exchange 2003 (which is natural choice if you purchase Microsoft CRM) was not an option. With Alba Spectrum Technologies MS CMR Lotus Notes Domino connector you can switch email messaging to Lotus Domino

Lotus & MS CRM events synchronization. IBM and Microsoft software designers designed CRM & Lotus events differently. Second phase of the project implementation will synchronize appointments, calendar events, etc. between Lotus and MS CRM.

MS CRM ODBC lookups to Lotus database. As the second phase we plan to implement lookups from MS CRM Account to cases with custom fields and Lotus notes lookup tab. This tab will be realized as web .net application, integrated into MS CRM web interface. This web application will have machine serial number, warranty & service info. As you probably know in MS CRM 3.0 you can deploy custom table in link it to MS CRM object as one-to-many. The most important is that it will be synchronized by MS Outlook and will allow you as a salesperson to work offline.

You can always have us help you with MS CRM customization, implementation, support & MS CRM SDK data conversion. Give us a call: 866.528.0577 or 1.630.961.598, help@albaspectrum.com

Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( http://www.albaspectrum.com ) - Microsoft Business Solutions Great Plains, Navision, Axapta MS CRM, Oracle Financials and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Hospitality, Banking & Finance, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally.

help@albaspectrum.comMicrosoft CRM Lotus Notes Domino Connector FAQAndrew Karasev

Microsoft Business Solutions CRM and IBM Lotus Notes Domino, being two groupware products from competing software development leaders, however could coexist within one organization computer network and even work together in collaboration. There maybe multiple reason why corporation would use both products: licensing, commitment to IBM Lotus Notes as legacy product, risk balancing staking on both Microsoft and Java/EJB/J2EE platforms, deploying Lotus advanced workflow to automate document management, etc. The need to synchronize MS CRM and Lotus Notes Domino databases is dictated by the ERP market and the connector is available. In this small article well answer on the frequently asked questions.

Messaging. Can MS CRM use Lotus Domino instead of Microsoft Exchange? Yes. MS CRM Lotus Domino connector allows you send messages from MS CRM objects: Lead, Account, Contact and all the future object, including Sales and Service modules

Outgoing Messaging. When Microsoft CRM send email from Account, Contact, Lead connector takes control over and sends email through Lotus Domino server. It has Java Agent at the Lotus side and MS CRM SDK custom piece at the MS CRM side. If you compare outgoing messaging with standard MS CRM Exchange connector, then mechanism is slightly different. Microsoft CRM Exchange connector places GUID in the message header and uses this GUID to identify the object in the responding email to push it back to CRM and attach. MS CRM Lotus connector doesnt use GUID instead it scans MS CRM objects (Accounts, Contacts, Leads) in smart cached way

Incoming Messages. When Lotus Domino server receives email Java Agent side of the connector triggers checking with MS CRM if addressor email matches with any Contact, Lead or Account email. In the case of the match email is transferred into MS CRM in the form of activity of email type. Again please note that connector doesnt use GUID mechanism. We found that matching is better approach and we have Microsoft CRM Exchange advanced connector which works with matching, without standard GUID mechanism.

Microsoft CRM & Lotus Notes Events synchronization. Future version of the connector will synchronize MS CRM and Lotus Notes objects: Calendar, Appointment, Fax, Phone Call, etc. Please, note that Lotus has different objects we have the matching table, please check with us.

Lotus & MS CRM Versions. Lotus should be version 6.0 or higher. The reason for this is simple version 6.0 supports Java Agent technology. MS CRM should be 1.2 or 3.0. Lotus could work in multiple hardware & OS platforms, such as Windows Server, AS/400, etc.

Product Pricing. It is US$3k basic pack, including 30 users and then $75 each additional user. In Europe price is proportional in Euro.

Support. Product is installed Worldwide and supported in Europe from German office, in the USA and Canada from Houston and Chicago, in South America, Africa, Australia, Asia, New Zealand from office in Sao Paulo Brazil.

Please give us a call if you have additional questions 866-528-0577 or 630-961-5918! help@albaspectrum.com

Microsoft CRM Implementation fundamental CRM principles revision

Microsoft CRM is relatively new player on the now becoming traditional CRM software applications market. We would like just to mention shift in the technical conception Microsoft CRM is committed to Windows and Microsoft components: Exchange, Active Directory, SQL Server, etc (while traditional CRM applications, such as Siebel were biased toward multiplatform compatibility: Unix, Oracle, Windows, SQL Server) and move up to business logic paradigm shift.

There is high-tech wisdom and it is always applicable to traditional industries, such as auto makers. Dont try to be too innovative on the market, rather have your competitors build the market niche and then move in. It is rather safe not to purchase the car of the new line, just introduced this year, even if it comes from such a respectable manufacturer as Toyota. The same in software industry we have unlimited trust and greatest respect to such CRM makers as Seibel but I guess we have to admit companies like this had to be pioneers on the market and had to create the market, being a little bit premature, however savvy in the long term market prediction..

Microsoft seems to be allowing the enthusiasts to create the market niche and then move in with its own or purchased and beefed up solution. In the case of MS CRM it seems to be from ground up MS development and very excellent fit to Microsoft Business Solutions business strategy.

Microsoft CRM application conception in our opinion was substantial simplification in CRM functionality and making IT group to support it, by deploying all the recent Microsoft technologies.

Bullets to emphasize:

1. Microsoft CRM is for MCSE / Microsoft oriented IT departments Microsoft CRM would be be-loved system for IT specialists. If you are MCSE+I - CRM will recruit all your MS Exchange, Active Directory, MS SQL Server, Windows domain security, Windows 2003 Server, Web publishing and HTML knowledge and experience. This is completely opposite to earlier Apple Computer believe - that computer systems should be easy in service and completely intuitive. MS CRM is kind of intuitive for end user, but not for its administrator.

2. Microsoft CRM - is not CRM - but rather simplified CRM - if you do remember old days whitepapers about CRM in general, or even it's predecessor - Lotus Notes/Domino - these papers were full of predictions about the future and were written for top level company executives, not for regular computer specialists. This was probably why so high percentage of CRM sales failed in implementations. Microsoft CRM has the highest ever rate of successful implementations, because it is not a CRM, but rather popularized version of it - it just does the job - as cheap and reliable car.

3. Transportation Companies - about 30% of our clients in the States are transportation and freight forwarding companies. This actually proves the hypothesis that MS CRM is very simple solution - these companies usually do not have extra money to spend on their computer system, but need the solution for its sales people to instantly see the cargos, plus have simple customization, allowing them to integrate with legacy system.

4. Movement down to small and tiny companies this is completely new trend for CRM market. We know the examples when 5 employees companies make a decision to implement and have surprising success in Microsoft CRM implementation.

Happy implementing!

Andrew Karasev is Chief Technology Officer in Alba Spectrum Technologies USA nationwide Microsoft CRM, Microsoft Great Plains customization company, serving clients in Chicago, California, Colorado, Texas, New York, Georgia and Florida, Canada, UK, Australia and having locations in multiple states and internationally (www.albaspectrum.com) You can reach Andrew at 1-630-961-5918 or 1-866-528-0577. He is Dexterity, SQL, C#.Net, Crystal Reports and Microsoft CRM SDK developer.

help@albaspectrum.com

The Reality About Customer Relationship Management (CRM)

While Customer Relationship Management (CRM) technology has promised much, the reality for many has been disappointing. Industry analysts estimate 50-60% of implementations fail, or produce marginal return on investment. Our exposure to small and medium enterprises (SME) suggests that this rate may well be significantly higher. The irony is that the problem lies less with the technology itself (though that may receive much of the blame), but in much more easily addressed flaws in the way that organizations approach and implement CRM projects.

CRM technology should help organizations generate more leads, convert a higher

proportion of them, and retain customers longer through enhanced service, and more profitably through the more effective promotion of additional products and services.

CRM technology is a unifying technology supporting the operational needs of ?front-office? departments such as sales, marketing, and customer support, sharing a single database of information about customers, prospective customers, channel partners, suppliers, competitors etc. The CRM database works as a central repository of data typically integrated into other key systems such as finance. The system is designed to be accessed remotely to meet the needs of organizations spread across multiple locations, and staff who may not be office based. Typically this unifying CRM technology aims to benefit marketing, sales and service departments.

Successful CRM isn?t that difficult, but there?s more complexity involved, and more commitment required than many organizations had envisaged. With greater levels of planning, executive support, and awareness of the challenges surrounding user adoption, organizations can effectively drive CRM technology to deliver the promised vision. With so many struggling to get it right, the rewards for those that do will remain very high.

In summary, CRM technology should help organizations generate more leads, convert a higher proportion of them, and retain customers longer through enhanced service, and more profitably through the more effective promotion of additional products and services. Our ?Vision and Reality? white paper sets out our views on why this has happened, and outlines strategies for minimizing the risks and maximizing the returns from CRM.

Read more about why the current approach to CRM - Customer Relationship Management is marginalizing returns on investment and why you should work with an independent CRM consultant at http://www.mareeba.co.uk

Improving Your Sales Force's Effectiveness Through Automation

 

Many smaller businesses have advanced beyond back office automation using PCs and client-server IS platforms. More owners are looking at advanced sales automation software as a way of improving the productivity of their sales force as well as customer satisfaction. Salespeople are often more resistant to using PCs compared with those working in finance, logistics, materials management and other functions. Thus, business owners need to sell the benefits of automation to both their sales managers and reps. Sales has long been considered more of an art than a science, which explains part of the resistance. Also, some businesses find themselves with older reps who, though they have critical industry knowledge, did not grow up with computers. You could just load up each rep with a laptop and all the accoutrements:
? sales management software, including automated fax and e-mail capabilities
? groupware for proposal and contact information sharing
? templates for contact reports and follow-up letters
? product, price and delivery information that can be called up via an intranet link.
Why not let them discover the value for themselves? There's a good reason: Throwing sales automation software at the reps is no guarantee it will be used. Sales automation software has been growing of late, with close to $300 million a year in revenues. There's a reason: improved functionality and user-friendly features geared to what the reps consider their priority needs are the reasons behind the recent spurt in sales. Before pushing sales automation on your reps and territory managers, conduct an audit within the company. Here are some key steps to take:
? Ask your reps what they consider to be their three priority tasks in the field. Ask for their recommendations on how to improve their productivity. For example, which tasks are taking longer than they would like, or what are the bottlenecks they face in getting prompt and accurate information to prospective as well as current customers.
? Involve all of your key functional managers in a discussion of the order management and order fulfillment processes. Although sales force automation can begin with discrete tools such as contact management software, your business may really need a more integrated and more robust information systems architecture that will improve the entire order-to-delivery process chain in the company.
? Decide whether you should try to improve sales productivity as a single function or carry out a more extensive overhaul of your business' IS platform.
? When you survey vendor offerings, involve end-users in the discussion and trial testing of the software. Many off-the-shelf products allow sufficient customization for your needs. Some of the tools have more open-ended integration capabilities with other IS tools, and it is important to know how much integration is possible. You want to avoid investing in another legacy system that could end up walling sales off from other business functions. Finally, even when software tools and other IS enhancements are the right solution for boosting sales productivity and customer satisfaction, that is no guarantee you will get buy-in from the sales force. You need to motivate use and experimentation. Besides involving end-users in the discussion and evaluation of software choices before you commit to a vendor, there are three other steps you can take to assure that your reps accept the new system: 1. Assure the sales force that the time required for getting up to speed on the software will not reduce their income if they fail to make their sales numbers at the customary level. However, set a fixed period of time for the conversion to the new system. 2. Monitor the productivity payoff among the committed users, with before and after comparisons of their sales productivity. Productivity measures should not just focus on goods or services sold but include discrete task productivity, at least initially. For example, the time it takes to get letters written, or get correct pricing information out to customers. Then, communicate the benefits throughout the sales organization. 3. Go with a software vendor or systems integrator that will stay on board well beyond the installation to provide additional customization of the tool and training if needed.

Ph.D. and MA, Kent State University Kent ,Ohio BA, Eureka College, with honors Eureka, IL. Training Programs Quality Analysis and Quality Training, 2000-2004.

Dr. James A. McCain is a Management Consultant in Rexford, New York and may be reached at Business Works, 518-383-3337, or through his web site at http://www.bizdrsolution.com