CRM INTEGRATION. Swift Digital Suite CRM Integration with: Salesforce and MS Dynamics. 25 September 2015

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1 CRM INTEGRATION Swift Digital Suite CRM Integration with: Salesforce and MS Dynamics 25 September 2015

2 CRM INTEGRATION 2 CONTENTS Background 3 Key advantages 3 Requirements 4 Salesforce 4 MS Dynamics CRM 4 Multiple Suite accounts and CRM 4 Salesforce 5 MS Dynamics CRM 5 Suite 5 Reports 6 General 6 Events 7 Newsletters 7 Office 7 Campaign 8 Survey 8 SMS 8

3 CRM INTEGRATION 3 BACKGROUND The Swift Digital Suite (Suite) provides integration capability with Salesforce and MS Dynamics CRMs, giving you the best of CRM, marketing, survey, sms and event management. This document aims to provide a summary of the solutions available for Salesforce and MS Dynamics CRMs. KEY ADVANTAGES With this integration, a CRM user can from within the CRM interact with and manage mail groups and person records in the Suite. You can manage Suite mail group memberships of contacts and leads; and also view the details of their engagements with different modules in the Suite. Giving an over view of the user s Suite activities from within the Suite allows you to maximize your reach and ensure your communications stay relevant to your audience. The integration will allow you to: Subscribe contacts and leads to Suite mail groups from within the CRM. Unsubscribe contacts and leads from Suite mail groups from within the CRM. In the CRM, mark a contact or lead as unsubscribed from Suite / unsubscribed from Suite SMS to prevent sending any further communications from the Suite. In the CRM, view the contact or lead s interactions by Suite modules and broadcasted View the contact or lead s engagement score from within the CRM. View the un-subscription and bounce related information from within the CRM. Update the contact or lead fields (like first name, etc) in the CRM and have these changes automatically reflected in the Suite. In the CRM, view any newly added person in the Suite (who is in a mail group that is available to the CRM) who is not yet a contact or lead in the CRM. User can configure how to handle such person records. For example, you may choose to create as a new

4 CRM INTEGRATION 4 contact or as a new lead or to merge with existing contact if certain fields like first name, last name, address match or you may choose to resolve each person manually on a case by case basis. Any change to the fields of a person s record in the Suite (that is linked to a contact or lead in the CRM), will be reflected in the corresponding contact or lead record of the CRM. Any change to the mail group memberships of a person in the Suite (that is linked to a contact or lead in the CRM), will be reflected in the corresponding contact or lead record of the CRM. Changes made to existing mail groups and newly created mail groups in the Suite will be available in the CRM. Trigger broadcast of s created in the Suite from within the CRM (Phase 2) Trigger broadcast of SMS from within the CRM (Phase 2) REQUIREMENTS Salesforce The Suite Salesforce integration solution is a Salesforce.com AppExchange product that will natively integrate the Suite to Salesforce.com. Professional and Enterprise versions of Salesforce is supported. MS Dynamics CRM The Suite - MS Dynamics CRM integration solution consists of a managed solution that is required to be installed in the CRM. It supports MC Dynamics CRM 2011/2013/2015 online and on premise. MULTIPLE SUITE ACCOUNTS AND CRM

5 CRM INTEGRATION 5 Our integrations let you have multiple suite accounts linked to a single instance of the CRM. However, the out of the box integration is set for one account one CRM. Multiple accounts integration is on POA basis. Salesforce In Salesforce, the administrator can create a custom object to store the configuration related to each Suite account. The Salesforce administrator can grant access to users to various Suite accounts in Salesforce by granting access to the custom objects appropriately by using the role hierarchy or groups. MS Dynamics CRM The MS Dynamics CRM integration solution will be installed as a managed solution. It will be developed to be configurable either at organization level or at business unit (BU) level. If configured at organization level, each organization can have its own Suite account i.e. one Suite account per organization. If configured at BU level, each BU can have its own Suite account i.e. one Suite account per BU. SUITE The administration section in the Suite provides the details of the configuration of the integration. In the Suite, you can specify which of your mail groups you want to be made available to the CRM. The integration then allows adding and removing contacts and leads from these mail groups from within the CRM. When a contact/lead is added to a Suite mail group from the CRM, the person is added in the Suite with a link to the contact/lead record in the CRM. With this link, any changes made to the person in either of the system will be reflected in the other. For example, if the address is changed in the CRM, it will be reflected in the Suite and subsequent communications to the person from the Suite will be to the new address. If the person chooses to unsubscribe from a newsletter sent out, this

6 CRM INTEGRATION 6 information will be available in the CRM. The changes made in the CRM will be reflected in the Suite immediately. The changes in the Suite will be made available to the CRM periodically (The interval of this synchronization will be configurable in the CRM). The user can also manually initiate a synchronization to get data from the Suite into CRM to bring in data immediately. In the Suite, you may specify which of your fields (standard/custom) you want to be made available in the CRM. Only the specified fields will be synched between the two systems. This provides you the ability to control the data you want to flow between the CRM and the Suite. Both the Suite and CRM will have tools to resolve duplicates and anomalies that may arise out of the integration. You can set up the CRM to resolve them automatically by configuring a set of rules or you can resolve them manually. REPORTS Reports are pre-installed with these integration solutions. These reports allow viewing of contacts and leads that have a particular activity recorded. An activity could be opening a newsletter, unsubscribing, updating personal details etc. The reports are categorized based on the type of activity and module. General For the following reports, filtering is done by action. Contacts and leads who subscribed. Contacts and leads who unsubscribed. Contacts and leads who updated their personal details. Contacts and leads who resubscribed. Contacts and leads who were marked as bounced.

7 CRM INTEGRATION 7 Events For the following reports, filtering is done by event name. Contacts and leads who were invited to an event. Contacts and leads who registered for an event. Contacts and leads who attended an event. Contacts and leads who cancelled the registration to an event. Contacts and leads who were waitlisted for an event. Contacts and leads who declined an event invitation. Contacts and leads who amended the registration to an event. Contacts and leads who opened on the event invitation. Contacts and leads who clicked on the event invitation. Contacts and leads who clicked on the event edition. Newsletters For the following reports, filtering is done by newsletter name Contacts and leads who were sent a newsletter. Contacts and leads who opened a newsletter. Contacts and leads who clicked a newsletter. Contacts and leads who forwarded a newsletter. Office For the following reports, filtering is done by office document name Contacts and leads who were sent an office document.

8 CRM INTEGRATION 8 Contacts and leads who opened an office document. Contacts and leads who clicked an office document. Contacts and leads who forwarded an office document. Campaign For the following reports, filtering is done by campaign document name Contacts and leads who were sent a campaign document. Contacts and leads who opened a campaign document. Contacts and leads who clicked a campaign document. Contacts and leads who forwarded a campaign document. Survey For the following reports, filtering is done by survey name. Contacts and leads who were invited to participate in a survey. Contacts and leads who checked in the survey. Contacts and leads who submitted the survey. SMS For the following reports, filtering is done by SMS name. Contacts and leads who were sent an SMS. Contacts and leads who replied to an SMS. Contacts and leads who replied STOP to an SMS.