1 Pivotal Mobile CRM For Today s Sales Force CRM That Fits Your Business
2 Our Pivotal CRM system is designed to give our salespeople easy-to-use access to customer and prospect data, inventory levels, quotes, orders, and financial information relating to each account including sales, profits, margins, and account balances. All of this information is at their fingertips, even when they re on the road. Dennis Thomas, Senior IT Manager, Earle M. Jorgensen Company
3 Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue. With their undeniable importance to the bottom line, the mobile salesperson s productivity is critical. By giving them tools that let them work while they are on the go at customer sites, on airplanes, in waiting rooms, or in hotel rooms companies can minimize salesperson down-time, maximize selling time, and ensure they are better prepared for each visit. Meanwhile, enabling mobile salespeople to keep centralized business information continually up to date assures sales managers of a comprehensive, current view of deal progress, and allows them to be more effective in facilitating deal closure. Missed communications mean missed opportunities. Speed and availability of information are essential to today s mobile sales representatives: every lead that comes into the pipeline must be pursued quickly; every salesperson must be equipped with the most up-todate information to stay current with their accounts and maximize the chance of closing deals in a timely manner; and every customer expects accurate and rapid responses to queries and requests. In this environment, the availability of CRM applications whenever and wherever needed often means 24/7, around the globe, both inside and outside the company. Pivotal Mobile Customer Relationship Management (CRM) applications provide a range of solutions that ensure a sale is never delayed because of limited access to critical data. By making Pivotal CRM available via laptops and mobile devices including tablet PCs, PDAs, Web-enabled phones, and other wireless tools companies can turn sales-team down-time into productive time, which translates into improved effectiveness, new efficiencies, and increased profits. Customer-driven business has become standard industry practice CRM systems provide companies with the tools to capture, organize, analyze, and act on the information generated from working with customers. But to get the most out of their CRM systems, companies must take the next logical step, moving this valuable information from behind corporate walls to the employees in the field often sales representatives who work face to face with customers and partners. It is there that information becomes useful where customers and prospects value and demand it. Availability of information is essential to today s mobile personnel, who rely more heavily than ever before on in-depth and up-to-date information on their customers, prospects, and competitors. Mobile sales teams that can t work with their prospect and customer information while on the road are at a distinct competitive disadvantage. Pivotal CRM s handling of mobile data synchronization is very user friendly and inconspicuous, and truly supports the way our employees work. Jim Greufe, Vice President, Business Partner Team, Farm Credit Services of America Pivotal Mobile CRM for Today s Sales Force 3
4 The Business Case for a Mobile CRM Solution Sales representatives, professional services consultants, sales managers, and executives are commonly a company s most mobile employees, facing the greatest challenges due to demanding travel schedules and frequent work at customer or prospect sites. Fittingly, then, they are also the users with the most to gain from mobile CRM solutions. Win More Business Faster With their busy schedules and innumerable daily activities, mobile sales representatives use personal organizers, mobile phones, handheld devices, and notepads to help them manage their day. Valuable data remains locked in these ad-hoc silos, only some of which gets entered into the company CRM system. In critical moments when a salesperson engages with a prospect, mobile CRM provides the ability to access salient pieces of customer information that can help resolve bottlenecks in the sales cycle and win more business. Access to rich information, including contract language, product information, pricing, and availability, allows salespeople to respond more quickly to leads, identify bottlenecks and recover from problems faster, outmaneuver competitors, and give customers the answers they want immediately accelerating closing activities and driving higher revenues. Mobile CRM opens up new opportunities: Whether fielding customer inquiries or making prospecting calls, office-based personnel can enter new sales opportunities directly into the CRM system and have them electronically routed to mobile sales representatives based on sales territory and product expertise. With a single global CRM instance using the same data across the company, mobile sales representatives can receive leads in real time and follow up with new prospects immediately. Sales representatives can stay abreast of sales opportunities and share information from the field. With immediate access to up-to-the-minute customer data, sales representatives can quickly search CRM information, record all opportunity-related interactions, and track opportunity milestones in a single place anytime, anywhere helping to pinpoint bottlenecks and shortening the sales cycle. With multiple people sharing responsibility for an account, mobile CRM gives mobile sales representatives the ability to collaborate from the field. Sales representatives can use their mobile CRM access to collaborate and coordinate activities with the most knowledgeable colleagues in specialized topics, or with third-party partners, ensuring the team comes together effectively to share what they know about an account. Bolster Mobile Sales Productivity Getting in front of customers is difficult enough so valuable customer face-time should be maximized. If mobile professionals have access to all relevant information, they can go much deeper into the sales process in a single visit. Being better prepared on a customer call can make the critical difference to sales success and customer satisfaction. Providing relevant data such as order status and recent service history on demand helps salespeople demonstrate account familiarity to customers and prospects, increasing customer satisfaction and helping win new business. With the ability to access information wherever and whenever required, sales representatives optimize face-to-face time with customers, resulting in more focused and successful sales efforts. While at a customer site, they can respond to inquiries on the spot, increasing the quality of customer and prospect interaction, while reducing the time spent creating and managing an account. This helps increase productivity and frees up time to build relationships with a greater number of customers and prospects. Mobile CRM has a tangible effect on sales productivity: Through the personalized Pivotal Dashboard, sales representatives can review and update forecast information, even when they are disconnected from the Internet. For example, they can update the opportunity ranking and percentage to close. Not only does this free up time for customers, it ensures sales executives can track and report on sales activities and performance with up-to-date information. 4 Pivotal Mobile CRM for Today s Sales Force
5 With customer and account information at their fingertips, mobile sales representatives can review customer history before meetings and respond immediately to opportunities or roadblocks in order to push each deal forward without delay. With the ability to track customer data in a single location, they can quickly access data that addresses a customer s questions, increasing sales effectiveness and productivity. Providing sales representatives with the ability to create a price quote in real time via a single CRM application enables them to select product and pricing options and create proposals from the field without requiring redundant data entry into other systems. They can quickly complete proposals and send requests for approval to sales managers, allowing them to continue working seamlessly while freely roaming into and out of wireless connection areas. Sales representatives can quickly and easily track tasks and activities, manage and schedule appointments, assign tasks to other users, and set up notifications and alerts after each visit, eliminating a trip back to the office at the end of the day to sync systems. Improve Business Collaboration In a mobile enterprise, the office is everywhere. The ability to access CRM data via mobile technologies enables workers to connect and interact with the office, as well as share critical data on customers, orders, and inventory from the road. By providing mobile sales teams with the proper tools, businesses can streamline and optimize operations while maximizing customer satisfaction and loyalty. Seamlessly connecting the office and a high-performing field team optimizes synergy and results in flawless execution, lower service costs, and greater profits. With access to the full resources of the company through mobile CRM, sales users can share information and collaborate with experts throughout the enterprise on sales deals, such as sales managers, the legal team, and product management. With greater visibility, front-line sales users have an invaluable competitive edge that improves sales-team performance, sharpens forecasting accuracy, and ultimately increases revenue. Mobile CRM enhances team performance: As a business evolves, the CRM system tracks every team member touching an account. Activities and history can be passed to new reps, ensuring account information is up to date and comprehensive, and enabling new sales representatives to seamlessly take over works in progress without using customer time to learn project history. To perform critical sales-management functions, sales managers and VPs have to rely on their sales force to input valuable customer and prospect information into the CRM system. Because Pivotal Mobile CRM users can easily update opportunity information and tasks from the field, sales managers have access to accurate, current deal information such as projected deal size and probability to close, providing better visibility into pipeline status and employee performance against quotas. From the field, sales representatives can have quotes approved by managers before they become contracts. The quote automatically appears on the manager s dashboard, and Pivotal CRM enables managers to approve, reject, or modify price quotes. Sales managers can approve requests immediately, even if they are traveling themselves, thereby eliminating administrative roadblocks. Pivotal Mobile CRM for Today s Sales Force 5
6 Solutions For Your Mobile Workforce Sales professionals have different needs depending on their responsibilities, preferences, and work styles. Some rarely work out of the office or away from the corporate network; some require in-the-field access to complete sales functionality and customer information from their laptops; and some need real-time access to live data. Pivotal Mobile CRM has a solution to support each of these requirements and more giving sales users access to the information they need, when they need it, and ensuring that a sale is never delayed because of limited access to critical data. With different solutions to address the wide range of ways mobile personnel prefer to work, Pivotal Mobile CRM allows the creation of a mobile strategy that fits each organization s unique needs. Pivotal Mobile Client 100% offline functionality for mobile personnel who act in a consultative role Pivotal Mobile Client provides mobile users who are away from the office for extended periods of time with complete access to full, rich Pivotal CRM functionality. Pivotal Mobile Client offers the same, familiar Pivotal CRM interface, designed to run on a laptop anytime, anywhere. Users can take advantage of read/write access to data, product catalogs, complex product configurations, and quote-creation features while offline at the customer site, and then synchronize the system when they are online, ensuring that they have the latest data and that the data they have updated in the field gets propagated throughout the organization. Pivotal Handheld maximizes sales productivity and effectiveness by providing mobile sales personnel with access to the information they need, whenever and wherever they need it. Customer accounts can be updated at any time, allowing mobile users to take advantage of breaks between customer meetings to update data while the details are still fresh, instead of having to spend extra time at the end of their day. Pivotal Wireless Key business functionality for mobile personnel equipped with cell phones or web-enabled PDAs Pivotal Wireless delivers an out-of-the-box application that enables alerting as well as real-time read and write access to critical information stored in the Pivotal CRM database from wireless devices such as cell phones and web-enabled PDAs. Pivotal Wireless lets sales representatives access enterprise information and seize sales opportunities faster. Whether visiting a customer site, waiting for a connection at the airport, or traveling to the next appointment, mobile users are only a click away from the information they need to effectively conduct business. By providing access to relevant customer intelligence, companies enable their mobile users to maximize their effectiveness and responsiveness to customer needs. Pivotal Handheld Key business functionality for mobile personnel who engage with customers on the go Pivotal Handheld is a device-resident application that provides continuous rapid access to key information on a BlackBerry or Windows Mobile device, regardless of wireless network access, bandwidth, or quality of connection, letting salespeople review comprehensive information immediately prior to meetings or even during the meeting, checking off options with the customer at each stage of the sales process. 6 Pivotal Mobile CRM for Today s Sales Force
7 A Mobile CRM Solution that Addresses the IT Challenge The growing needs of mobile workers are outpacing the ability of IT departments and corporate infrastructures to support them, resulting in significant business-continuity and performance issues and lost business opportunities. In addition to needing IT support, mobile and wireless technologies are often associated with rising costs, security concerns, and device-management issues. The imperative now is to optimize the mobile workforce and leverage new and existing investments in mobile technologies to minimize the burden on IT departments, infrastructure, and resources. The good news is that companies can centralize and simplify mobile access while satisfying different user needs, ensuring the right applications and communications get to the right people. IT managers and CIOs are tasked with driving and supporting key business initiatives, while at the same time containing costs. Accordingly, when it comes to supporting mobile CRM requirements, ensuring return on investment (ROI) is top of mind for IT managers and CIOs. A Pivotal Mobile CRM solution offers a cost-effective way to extend the ROI of in-office Pivotal CRM implementations. Increase User Adoption Utility and usability drive usage. Offline capabilities give mobile personnel the ability to access and input data into the CRM system, whenever and wherever required, regardless of network presence, bandwidth, or quality. The result is a highly responsive application that allows mobile workers to have seamless access to their customer information presented in a rich UI, driving user adoption. Customize to Meet User Needs Pivotal CRM s mobile solutions can be customized to match the customized in-office system. In many cases, this is as straightforward as deploying the customized system to the mobile laptop or tablet PC, or using a graphical toolkit to implement customizations that reflect the key business functionality mobile users require. Ensure Data Security Pivotal Mobile CRM solutions help companies comply with established company security levels, as well as those imposed by industry rules and regulations. Depending on the specific Mobile CRM solution, the Pivotal CRM team offers one or more of the following security features: application authentication and/or security-policy enforcement, to ensure the mobile user can only access the data they require; data encryption to protect data; and remote device-kill technology, to ensure that sensitive data is deleted before it can be accessed by unauthorized persons. Deploy With Ease Pivotal Mobile CRM solutions uniquely offer not only data synchronization, but also application synchronization, to ensure mobile personnel are always operating with the latest customer and account information, as well as the latest Pivotal CRM system changes, updates, and maintenance releases. This eliminates the need for mobile users to periodically return to head office for application updates. Decrease the Cost of Mobility Pivotal Mobile CRM supports a wide range of devices, from cell phones to PDAs to laptops, allowing companies to choose the most appropriate solution for their budget and needs. Data access costs are contained by storing the application and data locally on the user s mobile device, thereby drastically reducing the amount of wireless data traffic. Users can work throughout the day without incurring any wireless data-access charges and then quickly synchronize their data when required. Pivotal Mobile CRM for Today s Sales Force 7
8 Pivotal Mobile CRM Ensure Productivity for Your Mobile Sales Force Mobile CRM is no longer a luxury for a few high-performance employees; it s a critical requirement for any organization that engages in high-value prospect and customer interaction outside the office. Forward-thinking companies are turning to Pivotal Mobile CRM solutions to close more deals, accelerate the sales cycle, increase customer satisfaction, and improve sales processes. North America CDC Software 2002 Summit Boulevard, Suite 700 Atlanta, GA USA International CDC Software Pioneer House 7 Rushmills, Northampton United Kingdom NN4 7YB Pivotal CRM. All rights reserved. Pivotal CRM and the Pivotal CRM logo are trademarks and/or registered trademarks of Pivotal CRM. All other marks referenced are marks of their respective companies.