1. Sean O’Connell
Product and Channel Marketing
Turbo-Charge RightNow With Cloud
Integration
© 2009 IBM Corporation

2. Agenda
Why Integrate RightNow?
Cast Iron for RightNow Overview
© 2010 IBM Corporation

3. Integrating the RightNow Sales Cloud
Marketing I need to do Shipping
a credit check
Sales Where are
my orders?
? ?
?
What are my
hottest leads?
? ?
Has this Where are
customer paid? my invoices?
IMPACT
Disappointed
Finance prospects
Lost revenue
© 2010 IBM Corporation

4. Integrating the RightNow Sales Cloud
Marketing Shipping
Sales
Hottest Leads Customers & Orders
Invoices
Finance
© 2010 IBM Corporation

5. Integrating the RightNow Service Cloud
Is her warranty Shipping
RMA Is he a paying valid?
customer?
Service
? ?
?
When is her
?
service
appointment? ?
Is that part Was he
available? really billed twice? IMPACT
Angry
Finance customers
Low satisfaction
rating
© 2010 IBM Corporation

6. Integrating the RightNow Service Cloud
RMA Shipping
Service
Warranty Customers & Orders
Invoices
Finance
© 2010 IBM Corporation

7. Common Integration Scenarios
Legacy CRM App
Home
Grown
1 2 3
Migrate Synchronize Extract
© 2010 IBM Corporation

8. Cast Iron — Company Overview
Corporate Facts Buzz
Founded in 2001 by integration IBM and Cast Iron…this pair could be
industry experts match made in enterprise heaven.
Acquired by IBM May 2010
Pioneered SaaS / cloud integration With Cast Iron, IBM gets a proven Cloud
integration-as-a-service solution.
Unique focus on speed &
simplicity — “Integration in Days”
Thousands of customer
integrations Recent Awards
96% customer retention
Patented, Best-Of-Breed, Award-
Winning technology
8 © 2010 IBM Corporation

9. Post Acquisition Momentum
Buzz
IBM's acquisition of Cast Iron Systems puts together a dominant on-
premise applications provider…with a top SaaS integration leader. This
pair could be a match made in enterprise heaven.
IBM bought Cast Iron Systems because…they do inter-enterprise
integration better than anyone else….
…is a really good move for IBM as it establishes IBM as the de facto
leader in Cloud integration.
Cast Iron Systems…will allow IBM to offer…a complete platform to
integrate cloud applications…with on-premise applications.... Overall,
we consider this deal to be good for Cast Iron and IBM….
It’s a great way for IBM to go back to customers and say, ‘we can be
your one-stop-shop for integration in the cloud’.
With Cast Iron, IBM gets a proven Cloud integration-as-a-service
solution.
© 2010 IBM Corporation

10. Post Acquisition Momentum
Buzz
Cast Iron acquisition helps IBM's Cloud Computing ecosystem expand.
Cast Iron…has a stellar list of partners…. Pretty much every SaaS
company of note is on the roster.
With the acquisition of Cast Iron Systems, IBM improves its cloud-based
data integration capabilities.
Cast Iron…will help IBM customers build hybrid clouds….
IBM bolstered its data-integration portfolio…. Cast Iron…will help IBM
customers build hybrid clouds….
…IBM is not just getting powerful technology but also in one move it is taking
control of the linkage between Cloud and anything else....
Cast Iron’s offerings will…advance IBM’s capabilities for a hybrid cloud
model.
© 2010 IBM Corporation

11. Cloud Application Use is Exploding
Global Public Cloud Market: $55.5B in 2014
11
Source: IDC
© 2010 IBM Corporation

12. And It’s Created a Hybrid World
Companies have both Cloud and On Premise Applications
Public Clouds Private Clouds
Packaged Home-grown
Applications Applications
12 © 2010 IBM Corporation

13. Which Demands Integration
Integration is Critical in a Hybrid World
Public Clouds Private Clouds
Packaged Home-grown
Applications Applications
13 © 2010 IBM Corporation

14. Needs Getting More and More Complex
Integration Maximizes Value of Cloud Investments
Packaged Home-grown
Applications Applications
14 © 2010 IBM Corporation

15. Existing Solutions are Incomplete
Integration Maximizes Value of Cloud Investments
Custom Code On-Demand On-Premise
People intensive Rudimentary Capabilities Cloud is an Afterthought
15 © 2010 IBM Corporation

16. Which Has Led to Dissatisfaction
© 2010 IBM Corporation

17. And Companies Re-evaluating the Cloud
© 2010 IBM Corporation

18. Cast Iron Integration Platform
Integration Maximizes Proven. Trusted.
Complete. Value of Cloud Investments
Custom Code On-Demand On-Premise
People intensive Rudimentary Capabilities Cloud is an Afterthought
18 © 2010 IBM Corporation

19. Complete
Complete Flexibility Total Connectivity Complete Reusability For All Types of Projects
UI Mashups
TIP Exchange
Cast Iron Cloud2™
TIP Development Kit Process Integration
Physical Appliances
Virtual Appliances TIP Community Data Migration
19 © 2010 IBM Corporation

20. Complete
Complete Flexibility Total Connectivity Complete Reusability For All Types of Projects
UI Mashups
TIP Exchange
Reduce
Cast Iron Cloud2™ Save Up to 50% Save Up to 80% Increase
Risk in Time & in Time Return
Costs & Costs
TIP Development Kit Process Integration
Physical Appliances
Virtual Appliances TIP Community Data Migration
20 © 2010 IBM Corporation

21. Complete
OnDemand On Premise Cast Iron
Capabilities Custom Code
Services Tools Solution
Multiple Deployment Models
Data Migration
Batch Process Integration
Real-time Process Integration * *
Workflow * *
TIPs
Basic & SaaS/Midmarket Connectivity *
Complete Enterprise Connectivity *
Data Quality
UI Mashups
Multiple Env. Included (Dev & DR)
Template Development Kit
Web Services API Gateway
Management APIs
Automatic 24*7 Support
High Availability * *
* Partial Functionality
21 © 2010 IBM Corporation

22. Trusted
22 © 2010 IBM Corporation

23. Proven
23 © 2010 IBM Corporation

24. Proven Results
Company Description Systems Connected Integration Scenario
RightNow, Oracle, Web Customers, support
Leading security vendor
Portal contracts, licenses, EDI
Leading Project-based RightNow, Costpoint, Customer, License, A/R
ERP provider SFA, H/R vendors sync, benefits data
Leading Online Survey & RightNow, SQL Server, Panelists, Leads,
Panelist provider Salesforce.com Opportunities, Support
Business Process Flat-files/FTP, XML and
Customer support tickets
Outsourcing provider RightNow
Online recruitment
RightNow, Netsuite, DB Shop-floor Integration
marketplace
24 © 2010 IBM Corporation

25. Case Study: Customer Support Integration, B2B and Partner Integration
Leading security software vendor
Business Problems
Enable Customer Support to have instant
access of customer SLAs
Integrate Oracle-based order mgmt.
application (POMS) with On-Demand CRM
(RightNow)
20 day deadline
Abandoned in-house effort due to product
limitations
Competing Technologies
Rejected custom code as it doesn’t scale
Rejected AboveAll as it could not connect
to RightNow
RightNow — Oracle DB
25 © 2010 IBM Corporation

26. Case Study: Customer Support Integration, B2B and Partner Integration
Real-time integration delivered in 10 days
Solution
Cast Iron connects Order Mgmt. (Oracle)
with On-Demand CRM (RightNow) in
real-time
Extract support data from POMS (SQL)
Update RightNow in real-time using
XML?HTTP
No Coding to complete entire project
Single Console to track transactions
Simple Experience
Deeply technical skills not required
Results
Entire project completed in 10 days
Customer configured entire project without
any training RightNow — Oracle DB
Payback in less than two quarters
26 © 2010 IBM Corporation

27. Case Study: Customer Master, Lead Qualification Integration
Leading market research company
Business Problems
Multi-system integration
Extract panelist info into RightNow
Customer Support
Extract Opportunities from RightNow to
Salesforce.com
Opportunity status sync from
Salesforce.com to RightNow
Tight deadlines
Competing Technologies
Rejected Custom code
– Uses too many resources (coding and
database admin)
– Lacks scalability or visibility
Database — salesforce.com — RightNow
27 © 2010 IBM Corporation

28. Case Study: Customer Master, Lead Qualification Integration
Real-time integration delivered in 14 days
Solution
Phase I
– Move Panelist data to RightNow
– Provided 360 degree view
– Reps and Engagement team fully
informed
Phase II
– Leads created in Salesforce.com from
RightNow Opps
– Campaigns with webforms create Opps
in RightNow
Results
Phase I completed in 14 days
Estimated $25K in labor savings in just 1st
month, projected $150K savings in first year
Data Warehouse — salesforce.com
28 © 2010 IBM Corporation

29. 10-min Live Demo
What
Configure Run Manage
How
© 2010 IBM Corporation

30. Summary: Cast Iron Integration Platform
Proven
Thousands of customer integrations
Trusted
Strategic integration partner for all the leading cloud and on premise providers
Complete
A single platform for all your cloud and on premise integration needs
30 © 2010 IBM Corporation

31. Sean O’Connell
Product and Channel Marketing
Turbo-Charge RightNow With Cloud
Great Customer Experience No. 3,911,881
Integration
3,911,881 that quintessential light
© 2009 IBM Corporation