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Outlook-CRM integration: is any as good as or better than Microsoft's?
Microsoft Outlook is a de facto standard for collaboration and outreach, both within companies and between those companies and their customers, partners and prospects. CRM-Outlook interoperability can therefore broaden CRM adoption and use and reduce training and support requirements. So whose Outlook integration rivals or bests that of Microsoft's own CRM solutions?
Best Answer
LinkPoint Vue is a CRM Adoption Accelerator from LinkPoint360 which Increases CRM Adoption and Productivity. LinkPoint Vue works with Salesforce, Microsoft CRM and SalesLogix CRM Systems and it presents CRM data inside of Microsoft Outlook which simplifies how users view, update and access their CRM information. It works along with these CRM's current Outlook integrations and provides simple and valuable functionality such as:
- Add, edit, view CRM data directly from Outlook.
- Instantaneously record emails to the CRM including attachments.
- Create new CRM Contacts with a drag-and-drop action from an email.
- Dial a Contact directly from Outlook using VoIP.
For additional information about LinkPoint Vue, visit our website:
http://bit.ly/4qvQQ8
Hello, Michael.
I would put forth that the best Outlook integration with a CRM is not provided by an Outlook plug-in at all. Rather the best answer is to replace client-side Outlook plug-ins with direct "server-side" integration. Why? Think of it. The number one cause of lack of CRM user adoption is the complexity, lack of flexibility, and problems related to installing, supporting and upgrading Windows Outlook plug-ins for all of the CRMs.
Most people/companies simply accept that because Outlook plug-ins are the de facto option provided by CRM vendors, there is no better solution. And most of the plug-ins are free, right? No, they aren't. Think of the real costs of desktop support and lost productivity caused by needing to upgrade your Outlook plug-in when you change your desktop OS or version of Exchange. Where are the Outlook plug-ins for Mac or Linux users? Why don't Outlook plug-ins support recurring appointments? How about CRM integration with Outlook Web Access? And what about your non-desktop tethered users? How do they synchronize? Why should I need to install a separate application for my iPhone, Blackberry and other ActiveSync devices? ...
These problems, and more, are resolved when you move to server-side synchronization. I am CEO of Omni Technology Solutions Inc. We have developed Riva Integration Server, a server-to-server integration solution for Exchange, GroupWise and the leading CRMs. Riva overcomes many of the limitations and problems associated with legacy Outlook plug-ins. Riva provides seamless, transparent synchronization, integration and interoperability for Microsoft Exchange. Server-side integration allows users to continue to use their Exchange clients without having to change the way they work. Because the integration is server-side, all Exchange clients are fully supported - with NO plug-ins or additional applications to be installed on the client systems. Yes, that means that Riva supports Outlook, Outlook Web Access, Microsoft Entourage, Mac Snow Leopard native applications (Mac Mail, Address Book and iCal) and iPhone, Blackberry and ActiveSync mobile devices. Add an appointment to OWA and that appointment is synched to the CRM. Update a contact on your iPhone, that contact is updated in the CRM. Mark a task as completed in Mac Mail, and that task is marked as completed in the CRM. Get assigned a new opportunity by an internal account manager and you get an email advising you of the opportunity with a link that allows you to connect directly to the opportunity in the CRM. SmartConvert an email into a case, quote or opportunity and the case, quote or opportunity are automatically created in the CRM, assigned to you and synchronized to the Opportunity folder in your Exchange account. These are just some of the advantages that Riva Integration Server provides over Outlook plug-ins for integration for the leading CRMs.
Server-side integration is the answer to legacy Outlook plug-in challenges. I invite you to read more about Riva at:
http://www.omni-ts.com/crm-integration/
http://www.omni-ts.com/newsroom/mobile-crm-access.html
http://www.omni-ts.com/newsroom/crm-plugins.html
Best regards,
Aldo
--
Aldo Zanoni
CEO, Managing Director
Omni Technology Solutions Inc.
The Integration Company
aldo@omni-ts.com
www.omni-ts.com
Yes, Commence Corporation has created the ability to read and compose E-Mail right within their CRM system. There is no requirement to launch Outlook as other products do. The CRM system is built around Outlook making the integration truly seamless. While in an Account or Contact record I can view historical e-mails or simply compose a new one.
Well now many of us still use Outlook and continue to use it at least for a year or two.
I think an important point is that the integration works well and if not is easy to fix.
One of the things I like of MS CRM 4.0 Outlook linkis the ability to link an email to many entities in the CRM.
One that is nice is the Sage CRM one as Paul mentioned because you can select which contacts you want to sync and so separate personal and business.
SalesLogix is more complete but is for bigger companies.
Another aproach is the Exchanges integrations that are optional for several vendors and would help when you have only part of the company using CRM.
Between the ones that have both outlook & Exchange links and I like and feel as good ones:
Sage CRM (only for Exchange 2003)
GoldMine Premium & GoldMine Enterprise (this one relies on Outlook & Exchange calendar).
Maximizer (from MicroCompnies to SMEs)
Also vTiger has a free Outlook Link that works fine and its free.
What I would ask a link to do would be:
-Selection of direction of sync.
-Range of Sync (past and future).
-Selective sync to CRM of contacs, tasks, activities.
-Ability to match email in CRM and to permit automatic filling of some senders.
- Selection of folders to sync.
-Logs.
-Admin control.
- Conflict handling
- Mail to lead (convert a mail into a lead/contact)
- Mail to Case (convert a mail into a lead/contact)
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Related Activity
There are a lot of Outlook integrations that are very good - whether they are as good as Microsoft's or not is honestly probably not your biggest concern. If they integrate well AND meet your functional needs for a given period of time (currently, the next two years, etc.) then that should be more than sufficient, since the integration with Outlook is one of many considerations. That said, there are many out there (I have no proprietary or vendor interest in any of them in particular). For example, if you are a small business Avidian's Prophet is excellent if sales force automation (SFA) is your primary requirement. SageCRM integrates with Outlook, where SalesLogix seamlessly synchronizes with it. However if you are a large enterprise, I would consider SAP CRM 7.0 which integrates with Outlook well for all CRM products.
A couple of caveats on thinking about Outlook integration. Do you as a customer (not you, Michael) really need Outlook integration with the Outlook interface? Do you need to be able to integrate Outlook mail within the native CRM application (CRM Guaranteed does that for example). Do you simply need to synchronize appointments, contacts and mail rather than fully integrate it? Are you going to stay with Outlook or move to Gmail or some other cloud based mail service down the road? All of these are legitimate questions that you need to answer before you consider which "Outlook integrated" CRM system you need.
Paul Greenberg
Focus Expert Advisor