CRM & ERP – Better Together

Bret Rhodus, MBA, MCP, PMP Supervising Consultant BKD Technologies brhodus@bkd.com

Evan Paris Partner Manager Scribe Software evan.paris@scribesoft.com

CRM + ERP =

Everyone knows that Customer Relationship Management (CRM) helps sales, marketing, and client service professionals serve customers better –

But how can CRM help accounting and finance teams improve their performance as well?

CRM + ERP = 1 + 1 = 3!

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The Bottom Line

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By integrating processes that involve both sales and accounting, you can

• increase the speed of sales

• receive cash faster

• spend less time sending data between departments

…so you can all spend more time improving the bottom line.

Continuous Innovation

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"Continuous, timely, and relevant innovation is the hallmark of an organization“

"Any transformational CRM vision requires a portfolio of applications that work seamlessly together to enable anyone in contact with the customer to deliver context-aware relevant information.“

- Jeremy Cox, Principal Analyst at Ovum, zdnet.com

Flexible. Simple. Connected.

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“In a recent report, Microsoft Dynamics CRM, had moved ahead of others in the CRM market, due to its flexibility in including new applications, and simplifying workflow capability which connects people within an organization together,” Cox further explained.

- Organizations Increasingly Integrating CRM, ERP Products,

zdnet.com, by Ellyne Phneah

One Complete Business Solution

Two business applications – one complete solution.

• When coupled together, Microsoft Dynamics CRM and a Microsoft Dynamics ERP helps streamline sales and fulfillment processes, improve information access, and can help automate many of the manual activities preformed today.

o Provide visibility and access to customer information, pricing, and sales item data across your entire system

o Automate your credit application and approval processes

o Seamlessly manage your sales activities and automate fulfillment process of orders and invoices in one solution.

Scribe Overview

ERP & CRM Integration

Scribe Overview

• Pacesetting Capabilities o We bring customer data anywhere it’s needed

o Leadership in major customer application markets – MS Dynamics, Salesforce.com

o Partner-Centric Go To Market; it’s in our DNA

o Extensive ISV network – Exact Target, Marketo, Silverpop, On24, znode

• Key Offerings o Scribe Online Platform

Scribe Online Replication Services, Integration Services

o Scribe Insight

• Established Global Company o Headquarters; Manchester, NH USA

o EMEA office: Den Haag, Netherlands

• Awards o 2012 SIIA Codie Award Winner

o AlwaysOnDemand Global 250 Award Winner

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Representative Partners

Enterprise Mid Market Small Business ISV

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Financial Services Education &

Public Sector Manufacturing Sports, Media &

Entertainment Services

Representative Customers

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Fast Facts

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4.5 Hours per week average employee spends tracking down information they need to do their job1

15% Percent of businesses that have fully integrated their customer-facing systems3

70%

Percent of businesses that plan to spend more on data-related marketing initiatives in 20132

$14B

Size of CRM market in 2013 according to Gartner, December 20124

55% Percentage of businesses that consider data integration to be a critical component of their information management strategy according to Ventana Research

1 Data Growth and Protection Survey, March 2012, Symform & StorageCraft 2 Infogroup, January 2013 3State of Data Integration Survey, Scribe Software, March 2012 4CRM Revenue Forecast, Worldwide 2009 – 2016, Gartner, Dec 2012

Data Challenge

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Combine 4 and 5 First that’s not shared But should be

Integration is Changing

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Multipoint Cross functional vs. Interdepartmental

Collaborative Multiple participants involved

Flexible Emerging endpoints Cloud applications, hybrid environments

End User IT

Partner

Scribe Believes…

Customer Data Fuels Everything

Anywhere, Now

Easy Matters

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Scribe Solutions

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Scribe Insight

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XML

Applications JD Edwards SAP Lawson PeopleSoft Siebel Webtrends MAS 90/200 MAS 500 Epicor Pivotal CRM Onyx CRM

Databases ODBC SQL Server Oracle IBM DB2 Pervasive MySQL Informix

File Data TEXT/CSV File EXCEL XML

Salesforce.com

SalesLogix

ACT!

Sage Line 50

Microsoft

SQL Server

Goldmine

Web Services Custom Web Services Commercial Web Services Application Web Services

Oracle

Microsoft Outlook

Dynamics CRM Dynamics CRM on-premise

Dynamics CRM Online Dynamics CRM Partner Hosted

Dynamics GP Dynamics GP

Dynamics GP Partner Hosted

Dynamics AX Dynamics AX

Dynamics AX Partner Hosted

Dynamics NAV Dynamics NAV

Dynamics NAV Partner Hosted

Dynamics SL Dynamics SL

Dynamics SL Partner Hosted

Salesforce Enterprise

Professional Unlimited

SalesLogix

Microsoft

Dynamics

Adaptability

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Back to Basics ‒ Configuration

Server

Templates

Adapter Adapter

Application/DB Server 1 Application/DB Server 2

Console

Administrator

Workbench

Designer

• For simple, many & complex integrations

Adapter

On Demand Application 18

Scribe Online

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Scribe Online Browser Client

Scribe Online Cloud Agent

On-Premise App or Database

Scribe Online Architecture

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Scribe Online On-Premise Agent

Scribe Online Services

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Replication

Service

Connector

Development Kit

Build once, connect to many with Scribe CDK

Package custom solutions to cut deploy time

Distribute solution in Scribe Marketplace

Development support, co-marketing for go to market

Replicate cloud data to a local database

Use your data for reporting, backup or archival

Support for Oracle, mySQL & MS SQL Server

Five-step wizard configures in minutes. Set it & forget it

Integration

Service Application integration without heavy learning curve

Easy for power users, powerful for IT engineers

Prebuilt solutions for popular integration needs

Uncomplicated integration for simple business needs

Synchronize data from one object to another

Excel-like mapping & formula editor

Integrate in minutes & days, not weeks & months

Innovative, Intuitive Interface

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ERP & CRM Integration

Close the Gap!

68%

45% 39%

55%

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• Enable marketing to show revenue-driven by activities

• Create one view of customer experience

• Measure & optimize performance across funnel

• Provide critical prospect data to sales

• Provide marketing with targeted campaigns created from CRM system

Why Marketing Integration?

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• Build stronger relationships & create customer intimacy

• Improve management visibility into pipeline

• Increase accuracy & timeliness of forecasts

• Execute focused initiatives to drive revenue

Why Sales Integration?

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• Streamline & synchronize sales order process

• Provide for timely revenue collection, accurate reporting & improved renewal rates

• Increase accuracy & timeliness of forecasts

• Spend less time on administrative tasks, more time on analyzing business

Why Finance Integration?

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ERP & CRM Integration With Scribe Insight

How Do We Do It?

• Templates

o Dynamics AX – CRM

o Dynamics GP – CRM

• Technology Connectors

o SQL Server

o Oracle

o ODBC

o OLE DB

o Text

o XML 29

Scribe Insight Solutions for

Dynamics AX Integration

o Scribe Adapter for Dynamics AX 2009

Leverages .NET BC to access entities

GUI-based entity exposure

Standard & custom AX 2009 entity

Entity extension does not require dev. skills

o Scribe Web Services Adapter for Dynamics AX 2012

Leverages AX 2012 web services

GUI-based web service methods exposure

Entity extension will require dev. skills

Forward compatibility

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Dynamics AX 2009 ‒ Dynamics CRM

AX

CRM

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Customer/Additional Address (C,U)

Contact/Primary Address (C,U)

Sales Order (C,U)

Invoice (C)

Exchange Rate (C, U)

Items (C, U)

UOM (C)

Sales Order (C)

Customer/Primary Address (C,U)

AX

CRM

Dynamics AX 2012 ‒ Dynamics CRM

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Dynamics GP/CRM Template

CRM

GP

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ERP & CRM Integration With Scribe Online

How Do We Do It?

• Solution Packs o Dynamics GP to Dynamics CRM (Sept 2013) o QuickBooks to Dynamics CRM

• Connectors o Dynamics GP o QuickBooks Desktop o FinancialForce o Epicor o Znode o Scribe Insight

• Connector Development Kit (CDK)

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CRM

GP SOL Solution Pack

Scribe Online Connectors

Applications Dynamics CRM 2011 & Online

Dynamics GP 2013 (July 2013)

E-conomic

Exact Globe & Synergy (June 2013)

ExactTarget

GoToWebinar

Marketo

ON24

QuickBooks Desktop

Salesforce.com & Force.com apps

Silverpop

Znode

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Technologies MySQL

ODBC

OLE DB

Oracle

Scribe Insight

SQL Server

Text

CDK for Web Services or Custom Connectors

Connector Development Kit

• Online documentation o Connector architecture o Reference for Scribe Online API at object level

• Downloadable sample connectors o Source code & projects for Replication Services source & target

connectors o Source code & projects for basic Integration Services connectors o Unit test framework

• CDK Technical Training o Web-based video training presented by Scribe engineers o How to set up a connector project o Walk through implementation of a real world REST web services

connector

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Connector Development Kit

• Tools & technologies

o Microsoft Visual Studio 2010

o .NET 4.0

• Connector UI

o Silverlight or

o “Metadata-driven” UI provided with SDK

• Connector logic

o Samples & Examples in C#

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Insight

Licensing fits broad range of SMB to

global Enterprise scenarios

Enterprise capability & performance

without enterprise complexity

Powerful connectivity to CRM &

financial applications

Supports hosted, premise or hybrid

environments

Premise solution for ultimate IT

control & security

Extensible with Scribe Online

Online

Replicate, migrate, integrate cloud &

hybrid applications

Secure, lightweight agent technology

provides cloud, hosted or premise install

options

Pre-built solutions & connectivity to

popular customer data endpoints

Build, embed, distribute connectors &

integration solutions

Usage-based, subscription pricing

Interoperable with Insight

Scribe Offering Summary

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Next Steps

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1. Determine where your customer data is & how it’s currently integrated

2. Ask users if they are getting complete customer data fast enough to do their jobs

3. Find out how much time is spent tracking down data, manually updating integrations & connecting data from different sources

4. Talk to Scribe about how we can quickly & easily connect your applications as well as save you time & money

Additional Resources

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Join A Webinar

Try It Free http://scribesoft.com/tryscribeonline

http://scribesoft.com/tryscribeinsight

Questions evan.paris@scribesoft.com

1.603.488.6593

http://scribesoft.com/webinars

Visit Website http://scribesoft.com

years experience

global partners

customers worldwide

15

1,000

12,000

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BKD Technologies Support Center

CRM Support Center – 877.253.7778 CRMsupport@bkd.com.

Monday – Friday, 8 a.m. - 5 p.m., Central time

Support Center toll free

Bret Rhodus| Supervising Consultant | BKD | brhodus@bkd.com | 816.221.6300

Evan Paris | Partner Manager | Scribe Software | evan.paris@scribesoft.com | 1.603.488.6593