Cleo Integration Cloud FAQs

List of common and recurring customer support questions along with up-to-date answers and insights.

Product

What capabilities are coming in CIC 2020?

Cleo is introducing the ability to build your own integrations including partner onboarding, map development and integrations with application without requiring Managed Services to build and support integrations

What is a CIC Agent and what is the value of it to the customer?

CIC Agent is a lightweight and headless piece of software for invisible deployment on a variety of traditional enterprise systems.

With CIC Agent, customers can -

  • Remotely configure and control integration between Cleo Integration Cloud, private cloud and on-premise file servers (and databases). 
  • Easily design and build integration flows between their ecosystem of trading partners and applications to core on-premise systems that run the business. 
  • Move workloads to the cloud while supporting integration into existing core business systems. 
  • Have visibility to complex, end-to-end business processes (for real-time operational insights that power intelligent decision making in the supply chain).
What can I do in the CIC vs the CIC Studio?

For self-service integration development, you can manage trading partner onboarding and CIC Agent-based configuration (Endpoints & Access Points) from CIC while business process orchestration and map development as well as API-based integration development are managed from CIC Studio.

How is CIC Studio different from Clarify Studio?

CIC Studio is designed specifically to work with the CIC Engine, the runtime environment of CIC. CIC Studio, while based on the best-of-breed code base of Cleo Clarify, has been adapted to work with the nuances of a cloud integration platform. The 2 studio types are not interoperable and some have features that are present in one version or the other.

How do my operational views work in CIC: Cloud Edition?

Operational views will continue to work as they are today and Cleo will be providing access to SDKs to create very unique operational views for customers and users to fit their personalized needs.

How does security in CIC: Cloud Edition work?

Cleo will continue to maintain our SOC 2 Type 2 certification on the new offer. In addition, we are operating in a way that is GDPR compliant. All previous security processes and practices that Cleo has been doing for our Cloud offer will continue.

How is my data governed and secured in CIC: Cloud Edition?

Cleo takes customer data security seriously. All data is stored encrypted on disk with customer-specific AES-256 keys using AWS KMS. All data is encrypted in transit as well. Data is logically segmented per tenant.

How are my Cloud SLAs changed in Self-Service integration development vs managed services?

Cleo will continue to offer 99.95% uptime for the SaaS App for any Cloud customers. Transactional uptime SLAs and management are only available via Cleo Managed Services.

What type of actionable insights will Cleo Integration Cloud support?

Take direct action on key operational insights
• Users can access CIC Studio to edit maps and business process orchestrations, test integrations, and merge updates back to a production environment – publishing new or updated maps and business processes back to the cloud.

Transaction volume by trading partner over a specific date period
• Predict customer trends through leading indicators. 
• Know when to expect an uptick or a drop in key transactional volume 
• Ensure business readiness across the organization when there is a change in the amount of orders, invoices, communications, etc. 

Rejected transactions (997 Ack)
• Rapidly identify what transaction was rejected and why it was rejected so users can quickly address the issue, with the ability to resend or reprocess the impacted transaction, reducing response time and resolution time. 
• Users can get the order to the system faster speeding up revenue-driving processes.

Total # of Orders received over a given time period
• Identify an increase or decrease in Orders, month over month/year over year, etc. 
• Plan for predicted seasonal or period of flux in business

Proof of Receipt
• Decentralize the integration strategy team by allowing non-technical business users, such Customer Service representatives and others to look up status and communicate back to the customer in a timely fashion. 
• Improved customer service without the needing to rely directly on integration developers to intercede.

How many sent transactions are missing a return Acknowledgement
• Rapidly respond to communications problems. 
• Quickly identify the source - it could be in-house or originating with an external trading partner. 
• Eliminate the risk of delayed payment, or delayed order fulfillment.

Disruption in Order-to-Cash Document Flow (Load Tender to Invoice, Procure to pay)
• Collaboratively address issues with your partners. Quickly identify points where communications/network or business process flow was impacted so you are accurately informed when reaching out. 
• Order to cash: If a PO Ack or PO change request comes in after an ASN is sent and an order is shipped, you’ll know to ask your partner ask why there was a delay in the request change. 
• Load tender to invoice: If the load status never comes in, will an invoice ever be sent? If a load with 10 stops is shipped and a change order comes in afterwards. Solving this type of issue mitigates the risk of unwarranted returns, which leads to additional cost and impacted operating margins.

Summary Views
• View and assess the overall state of B2B Integrations allowing for business level data-driven decision making.

FA Reconciliation
• Compare documents side-by-side for issues with mapping and back end systems. 
• Allow faster identification of problems and quicker path to resolution.

Filter for Failed Transactions (Job Failure)
• Rapidly identify what part of the process failed. 
• Identify why the transaction failed with the ability to fix the underlying issue and quickly reprocess the transaction.

Rejected transactions (997 Functional Ack)
• Gain knowledge of what transaction was rejected and why it was rejected. 
• Take hands-on action to fix the issue. 
• Whether exception is tied to data on the backend, or originated due to a mapping problem, Cleo Integration Cloud provides the self-service or managed service s needed to resend or reprocess transactions or make immediate changes to the map. 
• Greatly reduce the amount of time to respond and eliminate the need to submit a support request to a managed services provider. 

Event Notifications
• When something occurs, whether good or bad, notifications can be sent.
• If a transaction fails, an email notification can be sent to one or multiple recipients to alert them of a failure.
• Based on where the failure occurs, different notifications can be sent to different recipients.
• If you expect something to come in from a specific partner once a month, you can do the same.
• Users can access Cleo Integration Cloud studio to edit maps and business process orchestrations, test integrations, and merge updates back to a production environment – publishing new or updated maps and business processes back to the cloud.

Transaction volume by trading partner over a specific date period
• Predict customer trends through leading indicators. 
• Know when to expect an uptick or a drop in key transactional volume 
• Ensure business readiness across the organization when there is a change in the amount of orders, invoices, communications, etc. 

Rejected transactions (997 Ack)
• Rapidly identify what transaction was rejected and why it was rejected so users can quickly address the issue, with the ability to resend or reprocess the impacted transaction, reducing response time and resolution time. 
• Users can get the order to the system faster speeding up revenue-driving processes.

Total # of Orders received over a given time period
• Identify an increase or decrease in Orders, month over month/year over year, etc. 
• Plan for predicted seasonal or period of flux in business

Proof of Receipt
• Decentralize the integration strategy team by allowing non-technical business users, such Customer Service representatives and others to look up status and communicate back to the customer in a timely fashion. 
• Improved customer service without the needing to rely directly on integration developers to intercede.

How many sent transactions are missing a return Acknowledgement
• Rapidly respond to communications problems. 
• Quickly identify the source - it could be in-house or originating with an external trading partner. 
• Eliminate the risk of delayed payment, or delayed order fulfillment.

Disruption in Order-to-Cash Document Flow (Load Tender to Invoice, Procure to pay)
• Collaboratively address issues with your partners. Quickly identify points where communications/network or business process flow was impacted so you are accurately informed when reaching out. 
• Order to cash: If a PO Ack or PO change request comes in after an ASN is sent and an order is shipped, you’ll know to ask your partner ask why there was a delay in the request change. 
• Load tender to invoice: If the load status never comes in, will an invoice ever be sent? If a load with 10 stops is shipped and a change order comes in afterwards. Solving this type of issue mitigates the risk of unwarranted returns, which leads to additional cost and impacted operating margins.

Summary Views
• View and assess the overall state of B2B Integrations allowing for business level data-driven decision making.

FA Reconciliation
• Compare documents side-by-side for issues with mapping and back end systems. 
• Allow faster identification of problems and quicker path to resolution.

Filter for Failed Transactions (Job Failure)
• Rapidly identify what part of the process failed. 
• Identify why the transaction failed with the ability to fix the underlying issue and quickly reprocess the transaction.

Rejected transactions (997 Functional Ack)
• Gain knowledge of what transaction was rejected and why it was rejected. 
• Take hands-on action to fix the issue. 
• Whether exception is tied to data on the backend, or originated due to a mapping problem, Cleo Integration Cloud provides the self-service or managed service s needed to resend or reprocess transactions or make immediate changes to the map. 
• Greatly reduce the amount of time to respond and eliminate the need to submit a support request to a managed services provider. 

Event Notifications
• When something occurs, whether good or bad, notifications can be sent.
• If a transaction fails, an email notification can be sent to one or multiple recipients to alert them of a failure.
• Based on where the failure occurs, different notifications can be sent to different recipients.
• If you expect something to come in from a specific partner once a month, you can do the same.

Joining CIC

What are the choices that Cleo customers have?

Cleo offers unrivaled choice to our customers and the market for the most flexible integration platform on the market.

Deployment choices:

Cleo Integration Cloud: Cloud Edition 
• Design, build, operate, and optimize end-to-end B2B integration processes

Cleo Integration Cloud: Private Cloud Edition
• Data Movement Powered by Cleo Harmony
• Data Transformation Powered by Cleo Clarify
• Analytics Powered by Cleo Dashboards

Services choices:
Cleo Integration Cloud: Cloud Edition is available as both a self-service solution or a fully-managed service

How does a customer join CIC: Cloud Edition?

Please reach out to your Account executive, customer success manager, or products team to initiate the conversation and request a personalized demo. 

Will Cleo offer a Pilot program and how can I be part of it?

Cleo's pilot program is by invitation only. For more information regarding Cleo's pilot program, qualification requirements, or general questions regarding Cleo Integration Cloud please contact products@cleo.com

Will we offer trial accounts like the other iPaaS players?

No, Cleo will not offer a trial version of CIC at this time. 

Support & Services

How do I move from on premise to cloud with Cleo?

Cleo offers various migration strategies including unique methods to move from various Cleo products which consist of migration assitance and tools with Cleo services as well as best practises to move the integration definitions as well as workloads to the Cloud.

How do I move from my current vendor to Cleo Integration Cloud?

Cleo offers various migration strategies to move from various integration products which consist of migration assitance with Cleo services as well as best practises to move the integration definitions as well as workloads to the Cloud.

What is the effort to migrate to the Cloud?

Migration effort will be dependent on the number of integrations you have in place as well as other factors. Talk to a Cleo Solutions expert for a free estimate of work to move to the Cloud.

What are my hybrid deployment options?

Based on how you want to architect your integration workloads, you may have flexible options to deploy and manage your architecture. Talk to a Cleo Solutions expert to understand deployment options.

What are the support options available for CIC: Cloud?

Cleo will be offering access to support tiers and documentation as part of Self Service Integration (more to come on this closer to GA).

Do I have training for CIC: Cloud?

CIC Cloud training will be offered after the product is GAed.

Market

What market are we in?

While Cleo participates in a composite integration market, our go-to-market focus targets three strategic industries - manufacturing, logistics & transportation, and wholesale & distribution - where Cleo's platform offering delivers the B2B integration capabilities, deployment options, and services consumption flexibility to meet the emergent needs of the majority of businesses operating in the supply chain. 

What do we mean when we say ecosystem integration provider?

Ecosystem integration takes an "outside-in" approach to orchestrating end-to-end integrations with a dynamic network of trading partners, applications, suppliers, customers, and marketplaces. This modern approach to multi-enterprise integration empowers organizations to drive business outcomes and value, such as faster partner or application onboarding, business process optimization, improved agility, and identification of new digital revenue streams. As an ecosystem integration provider, Cleo Integration Cloud allows users to design, build, operate, and optimize B2B/EDI and application integrations on a single platform. 

What does Cleo mean when we say "low-code / no code"?

Cleo is a low-code / no code integration development tool which is distinct from an application development tool. From an integration perspective Cleo's low-code development capabilities provide a way for integration developers, mappers, and EDI specialists to design end-to-end integrations quickly and with minimal hand-coding. The benefits of a low-code / no-code approach to integration with Cleo is 1) a reduction in the need for highly specialized resources required to code an integration in java for instance 2) Accelerated time to value with faster map and business process development, testing, and push to production all at possible via a comprehensive integration studio. 

How is CIC differentiated from an Integration Brokerage provider?

• Unified visibility across EDI and applications
• Predictable TCO - no nickel-and-dime pricing
• Self-service integration design and runtime 
• Glass-box transparency and collaborative managed services

How is CIC differentiated from a traditional B2B Gateway?

• Modern visibility and actionable insights
• Path to migration and modernization with Cloud Flex program
• Gain a more sustainable TCO, eliminate cost of maintaining on-premise software/hardware 
• More than just MFT/EDI

How is CIC differentiated from a cloud native iPaaS?

• Develper-centric tool kit that requires dedicated and specialized developers to implement, run, and maintain
• Handles simple EDI well, but crashes under complex or scaling requirements
• Highly specialized at delivering A2A or data integration capabilities but lacking domain experience needed for B2B

How is CIC differentiated from a hosted B2B iPaaS?

• Cloud hosted is not the same as a true cloud native solution
• Usually implies legacy solutions that are thrown up in the cloud
• Often modular suite of separate products - possibly acquired over time - vs true platform
• Visibility layer may look good, but this is the equivalent to old wine in a new bottle and hides the complexity of loosely integrated products underneath

Key Buyer Personas

What is the key buyer profile and what benefits are offered to a technical user? (Abe)

Abe is highly technical, responsible for the solution, and wants to develop, run, manage and maintain the integration environment. Abe typically finds Cleo via a Google search or through analyst interactions and research, but may be familiar with Cleo from a previous role. CIC allows Abe to regain control from outsourced integration providers, or get a modernized and scalable cloud platform to replace homegrown systems or traditional B2B gateways. Further, Abe benefits from actionable operational insight, hands-on trouble shooting, and the ability to make rapid changes to maps and business processes without engaging support. 

What is the key buyer profile and what benefits are offered to a line of business user? (Bob)

Bob is technically competent and works closely with technical team members, but has a stronger focus on the business. Bob is responsible for aligning technology with business strategy, and may oversee the team responsible for the solution. Bob may be an influencer or decision-maker. Bob may find Cleo via Google or G2 Crowd. Bob will often assign technical discovery and evaluation to someone on his team. Cleo Integration Cloud provides Bob with the basis to enact a data-driven approach utilizing real-time actionable insights and operational intelligence. Bob can also ensure that new trading partners and customers can be rapidly onboarded to speed the time to revenue. Further, as business strategy and application integration are increasingly intertwined, the ability to extend traditional B2B/EDI patterns to new application endpoints, including e-commerce, digital marketplaces, and modern ERPs will likely be important for Bob. 

What is the key buyer profile and what benefits are offered to the C-suite or other executive stakeholder? (Claudia)

Claudia is an expert in her company's business, industry, and market. Claudia is accountable to the board and responsible for overseeing digital transformation while driving growth and setting up the business for the future. Claudia will not likely be involved in the initial discover or technology evaluation phases. Claudia is likely a decision-maker or needs to sign off on the decision her team wants to make, and as such, a clear business justification is required to sway Claudio. CIC ensures Claudia can rapidly grow the business and expand the ecosystem opportunity adding more partners, customers, and applications on a single cohesive platform. Further, Claudia can improve margins by eliminating infrastructure costs, reducing the need for specialized services, consolidating systems, and accelerating revenue-driving business processes such as order-to-cash, procure-to-pay, and load tender-to-invoice. Claudia may also look to CIC to help support key digital transformation initiatives such as replatforming to a cloud ERP or launching an info-centric service. And in an era where competitive differentiation is increasingly defined and measured by quality of customer experience, leveraging CIC to improve reliability, resiliency, and flexibility will hold appeal.