2 I Pivotal CRM I CRM for Customer-Driven Companies. Bill Kale Director of IS, Sage Products

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1 Before Pivotal CRM, we were like an eight-cylinder car that was operating on only two cylinders. When we jumped into Pivotal CRM, there was an immediate impact and we became more effective. Bill Kale Director of IS, Sage Products 2 I Pivotal CRM I CRM for Customer-Driven Companies

2 Your Company Is Unique. Your CRM Should Be, Too. CRM has come full circle. When CRM systems were first introduced, they were innovative a new way to differentiate your company and improve your processes. Over time, as their popularity grew, they became commonplace, a commodity. Now, companies are increasingly recognizing that it s not CRM itself that s the differentiator, but the way that companies use it. Business leaders know that as long as you re doing things the same way as your competitors, you ll always be struggling just to maintain parity. It s what your company does differently that gives you an edge. Pivotal CRM is customer relationship management software for companies that want to use CRM strategically companies that want CRM to support and refine their unique processes, rather than force them into a predefined mold. These are companies for which the customer relationship is a driver of success, not a by-product. Companies for which the customer experience is focal, not incidental. Pivotal CRM is CRM for the customer-driven company. Pivotal CRM plays an important role in helping Savills Asia Pacific succeed. We consider it a competitive advantage. Avi Raju Director of Asia Information Technology, Savills Asia Pacific Pivotal CRM I CRM for Customer-Driven Companies I 3

3 The flexibility and ease of customization were the most important reasons for selecting Pivotal CRM. I don t think we would have been able to achieve anywhere near the same level of customization in any other product with the limited resources we have. David Arbuthnot Vice President of IT, Multiple Sclerosis Society of Canada CRM without Compromise For Less For your company, best practices are just the baseline. You want CRM that delivers integrated marketing, sales, and customer service functionality that precisely models your processes, methodologies, and strategies and embodies your distinctive vision of the customer experience. But you don t want to spend countless months and millions of dollars getting there. Pivotal CRM gives you the CRM you want, without compromise, at a lower cost and faster speed than the more megalithic enterprise CRM systems and also typically trounces software-as-a-service systems when total cost of ownership is assessed over a multi-year period. How is this possible? The secret lies in Pivotal CRM s flexibility. Built on the Microsoft.NET Framework, Pivotal CRM boasts a fundamentally flexible application development platform and an industry-leading customization toolkit that make it faster, easier, and less expensive to deploy a tailored system that models even the most complex processes and relationship structures or even to build out additional applications that extend far beyond traditional CRM. Whether you choose to customize the system yourself or have us do it for you, selecting Pivotal CRM will save you time and money. I can t imagine another product out there that would allow me to do the types of customizations we need in order to make our business work. Michael Budd IT Technology Specialist, Babson Executive Education 4 I Pivotal CRM I CRM for Customer-Driven Companies

4 Agility Built In Your company didn t achieve its current standing by following the crowd, and it s not going to maintain or surpass it by standing still. Cutting-edge companies strive for continual improvement and innovation to always stay a step ahead. And customer-driven companies know that the needs of their customers are continually evolving and are committed to evolving along with them. Unfortunately, an enterprise s ability to adapt swiftly to new needs and changing circumstances often hinges on the technology infrastructure it has in place. Your company can t afford to be tied to outdated processes and slowed down by rigid technology. As the industry s most flexible, scalable, easy-to-customize CRM, Pivotal CRM is the system of choice for companies that realize business never stands still. From the nuts and bolts of the Pivotal CRM solution an inherently flexible three-tier architecture, a powerful development platform, and a cutting-edge Smart Client, all of which make our CRM easier to modify, integrate, deploy, and maintain to the industry-leading Pivotal CRM customization toolkit that puts the ability to cost-effectively adjust and innovate in your hands, Pivotal CRM is a powerful, adaptable solution that enables our customers to be responsive and nimble in the face of change. Pivotal CRM not only gives companies the capability to be customer-centric market leaders, it also gives them the tools to remain at the forefront today, tomorrow, and in the years ahead. We believe our competitive advantage is being change-ready. Pivotal CRM is the cornerstone to the success of our CRM strategy. Jim Greufe VP Responsible for CRM, Farm Credit Services of America Pivotal CRM I CRM for Customer-Driven Companies I 5

5 CRM Your Users Will Love CRM Your Users Will Love Ask any CRM expert what really makes or breaks a CRM implementation, and you ll get the same answer: user adoption. Many a company has invested time, money, and passion into deploying the perfect CRM system, only to find that it s worth very little if users aren t using it. CRM value ultimately derives from usage: for CRM to give true business insight, it needs to be used avidly enterprise-wide. The companies that have the greatest success with CRM are those for which CRM becomes an indispensible daily tool, the hub of activity across customer-facing departments. For these companies, CRM isn t something you have to compel users to use it s something users swear they couldn t function without. We understand this, and it s why we ve gone to great lengths to make Pivotal CRM a solution your users will love. Familiar Interface: Minimize the Learning Curve The Pivotal CRM interface and navigation is designed to closely mirror the Microsoft interface your users are already familiar with. Finding their way around and learning to use the tools is therefore fast, intuitive, and comfortable, cutting down on training time and costs. Task-Based Navigation: Get There Faster Full-featured CRM is important, but too many bells and whistles can make any system overwhelming and challenging to navigate. Pivotal CRM s taskbased navigation makes it easy to beeline straight for the features that are relevant to your role. 6 I Pivotal CRM I CRM for Customer-Driven Companies

6 Integrated Tools: Create a True Hub Pivotal CRM comes pre-integrated with the tools your employees use every day: Microsoft Outlook, SharePoint, and the Office suite. This allows users to move seamlessly between systems, eliminating cumbersome application switching and increasing productivity. Users enjoy the ability to use familiar tools while leveraging the rich data in Pivotal CRM. Embedded Processes: Mirror Your Workflows With generic out-of-the-box CRM, companies often need to create workarounds to get the system to fit their processes or worse, adapt their way of doing business to fit the software. With the flexibility of Pivotal CRM, you can deploy a system that reflects your unique workflows, standards, and data models, embedding your company s processes right there in the system and giving users a solution that works the way they do. Personalization: Make It Your Own Pivotal CRM s flexibility doesn t end at the administrative level; it s designed to give end users the ultimate flexibility as well. Users can configure their dashboard to show the information that is most relevant to them their key contacts, tasks, leads, calendar items, and more. The flexible SharePoint Web Parts structure allows a virtually limitless variety of components to be integrated into the user dashboard, including third-party applications and data feeds. This makes Pivotal CRM the user s primary destination for all the information they need. Pivotal CRM I CRM for Customer-Driven Companies I 7

7 Supporting Your Customer Experience From End to End To offer a distinctive and fluid customer experience, you need an integrated solution that spans all of your customer-facing processes, from first contact through the sales process to ongoing relationship management and service. The flexible Pivotal CRM suite enables you to deliver consistent, exceptional experiences of your design across the customer lifecycle, building trust and loyalty. Marketing Whether you need to simplify mail merges using CRM contact data or conduct complex multi-channel, multi-lingual, multi-wave campaigns and lead management, the Pivotal CRM suite offers a range of marketing solutions to help you enhance communications with prospects and customers. Sales Streamline and accelerate sales cycles with automated workflows that model your sales methodology. Pivotal CRM s sales force automation features are among the most flexible and powerful in the industry. Reduce administrative burden on salespeople to free up more selling time and keep them focused on success, while giving sales management the tools to effectively monitor and manage sales outcomes. Customer Service Accelerate incident resolution and improve customer satisfaction by implementing efficient, repeatable customer-service processes. The Pivotal CRM suite includes a complete service automation solution that helps service representatives capture, manage, and resolve customer service and support requests quickly, while never losing sight of up-selling and cross-selling opportunities, enabling you to turn cost centers into profit centers. 8 I Pivotal CRM I CRM for Customer-Driven Companies

8 Marketing Automation Lead Management Sales Force Automation Service Automation Complaint Management Mobile CRM Partner Management Customer Intelligence Flexible Pivotal Application Development Platform Microsoft.NET Framework Partner Management Collaborate more effectively with your partner channels by extending your knowledge and sales processes to them. Pivotal CRM s partner management solutions create an inter-company framework for exchanging knowledge, managing relationships, and synchronizing transactions across marketing, sales, and service. Give your partners the tools and information to succeed, while gaining better visibility into their performance. Analytics Make better-informed business decisions, faster, with practical, usable customerdata analysis. The extended Pivotal CRM suite includes Pivotal Analytics, a business intelligence solution that enables you to derive greater insight and value from your CRM data. Mobile CRM Business isn t chained to the office; your users need access to CRM data and functionality wherever they are, regardless of Internet connectivity, to effectively serve customers. Increase the productivity and effectiveness of your field and mobile users by giving them powerful CRM tools on their BlackBerry or other wireless devices, as well as disconnected laptops. Pivotal CRM I CRM for Customer-Driven Companies I 9

9 Rather than searching for just a software vendor, we sought a true partner that would have a vested interest in our success. In CDC Software, we ve found that partner with a thorough understanding of our industry and our unique requirements. We are dedicated to delivering the highest level of customer service, and we re confident that Pivotal CRM will help us accomplish that goal. Michelle LeCates Senior Vice President, Plan Consulting, The 401(k) Company You re Customer-Driven. So Are We. We serve companies that are driven by customer needs, so we know you expect the same from your technology partners. We re as passionate as you are about the customer experience, and we are committed to delivering exceptional support and services to match our outstanding products. And as with our products, it s our flexibility that sets us apart. Pivotal CRM is supported by a full continuum of services and deployment options. Whether you wish to handle your implementation yourself, with a partner, or leave it all to us, we are happy to support you with exactly the level of service that you need. We ll even take on full management and hosting of the application if that s what you need and you always have the option to bring the solution on-premise when you re ready. Similarly, we offer flexible support and training options. Our educators can train your staff online, at our training facility, or on-site at your place of business. We offer training for both end users and administrators, as well as train-the-trainer options that give your in-house staff the skills to take over educating your users. Our customer support staff are available by phone, , or online through our Customer Portal, offering the help you need, the way you want it. I can t think of a project team I d rather work with than the folks that we worked with from Pivotal CRM. Alan Weisenberger VP of Technology Services, ECCU 10 I Pivotal CRM I CRM for Customer-Driven Companies

10 Customer-driven companies don t need to be convinced how important CRM is to their business strategy; they already know. If you want to combat competition, commoditization, and margin compression by creating an integrated, differentiated customer experience your way then Pivotal CRM is the customer relationship solution for you. Contact us today to learn more: PIVOTAL. Pivotal CRM I CRM for Customer-Driven Companies I 11

11 Authorised Partner Modular InfoTech Pvt. Ltd. Singapore Branch #02-01, Tat Ann Building, 40 Jalan Pemimpin, Singapore Phone : website: Copyright CDC Software All rights reserved. The CDC Software logo and Ross Enterprise logo are Copyright CDC Software All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software. registered trademarks and/or trademarks of CDC Software.