PIVOTAL CRM FOR HOME BUILDING

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1 PIVOTAL CRM FOR HOME BUILDING AND REAL CASE STUDY ESTATE Managing the total customer lifecycle gives homebuilders the ability to create long-lasting client relationships and success WHITEPAPER ATTRACT, SELL, SERVICE Pivotal CRM for Home Building and Real Estate is a complete home builder focused Customer Relationship Management (CRM) solution, featuring a suite of tools that gives home builder professionals the ability to collect and leverage critical homebuyer information. With a recent uptick in builder confidence, the time has never been more critical to attract and retain customers for both immediate and long-term success. SALES AUTOMATION AND TRACKING Pivotal CRM for Home Building and Real Estate supports multiple aspects of sales and marketing automation - specifically marketing and lead management, contact and activity management, and design sales center management. Pivotal CRM for Home Building and Real Estate offers a sales force automation suite that enables home sales professionals to sell more homes by improving productivity and streamlining sales processes.

2 Reach prospects more consistently through multiple communication channels and events Analyze homebuyer behavior, buying history, and demographics Convert cold leads to hot leads with automated action plans Increase sales productivity through automated quote contract, loan, and home-configuration tools Reduce sales cycles and increase conversion rates by providing more qualified prospects to sales agents In addition, Pivotal CRM for Home Building and Real Estate helps manage opportunities, produce accurate quotes and contracts, centrally connects divisions across the enterprise, and consistently adheres to proven sales processes and best practices. Pivotal CRM for Home Building and Real Estate is built on the highly flexible Pivotal CRM platform, which can be easily tailored to meet individual home builders business requirements today and quickly adapted to evolving future needs. In the home building business, the sales cycle can be lengthy and labor-intensive. Any task that distracts from valuable selling time cuts into revenue generation. The Pivotal CRM for Home Building and Real Estate sales suite provides easy-to-use tools that automate repetitive and low-value parts of the sales process to maximize the amount of time sales representatives actually spend selling. By taking advantage of time-saving tools, home sales professionals can identify promising customers, automatically process and distribute leads, assemble quotes, and issue contracts more quickly. Leveraging more in-depth prospect information increases productivity, reduces time spent with the wrong prospects, and increases sales conversion rates. AUTOMATED MARKETING AND LEAD - Lead Capture & Profiling - Lead Nurturing & Qualification - Lead Ranking & Distribution - Collateral Fulfillment - Event Management CONTACT AND ACTIVITY - Territory Management - Contact Management - Company Management - Activity Management - Sales Management Managing the Total Customer Lifecycle OPTIONS & CONTRACT - Product Administration - Options Management - Contract Management DESIGN CENTER SALES - Sales Management - Product Management - Options Management Service SERVICE & WARRANTY CUSTOMER CARE - Warranty Service - Homebuyer Surveys - Quality Inspections SUPPORT - Vendor Management - Risk Management Pivotal CRM for Home Building and Real Estate Model - Managing the Total Customer Lifecycle 2

3 PROVIDE SALES REPRESENTATIVES THE INFORMATION THEY NEED TO CLOSE DEALS Today, homebuyers shop around; research resources available on the Web have made them more knowledgeable and discriminating than ever before. A recent joint study conducted by the National Association of REALTORS and Google revealed some eye-opening statistics i : 90% of home buyers searched online during their home buying process 52% turn to the web as their first step Real estate related searches on Google.com have grown 253% over the past 4 years In response, home sales professionals must be able to enter, search, and reference rich prospect information quickly when they receive or interact with a qualified lead. Pivotal CRM for Home Building and Real Estate s sales force automation features make valuable prospect information instantly accessible, including interests, preferences, and all previous contact with the organization, such as marketing touches and visits to other neighborhoods or divisions. Management, meanwhile, has full insight into revenue pipelines for precise forecasting. STANDARDIZE ON THE SUCCESSFUL SALES PROCESSES OF TOP PARTNERS A small percentage of home sales professionals in a given home building organization usually sell a disproportionately high share of available homes because they combine inherent skill with methodical, structured sales processes. In addition to its range of time-saving sales tools, Pivotal CRM for Home Building and Real Estate supports structured sales methodologies, allowing home builders to consistently implement the sales processes that have proven most effective. These methodologies can be captured in Action Plans that apply best practices to standardize and automate lead processing. These automated templates generate actions that are captured both in the user s dashboard and in Outlook to facilitate follow-up with each prospect. Sales Automation Enterprise-Wide Sales and Pipeline Tracking Homesite and Home Inventory Centralized Contract Management Activity Management Home Configuration and Quoting Realtor Referral Tracking Share lead contact data across neighborhoods and divisions; control, track, and measure sales interactions using a prospect repository. Configure quotes without impacting inventory; track and display all inventory information, including community, homesite, plan, elevation, options, and pricing. Allows the Home Builder to create Contract and Addendum documents containing all the pertinent information with a click of the button. Create and store notes on customer-contact occurrences; save associated files and s in their original form; monitor tasks through the personalized interface or directly via full Exchange integration. Seamlessly configure Options and create Quotes from Leads directly in the system. Then create Contracts from Quotes with one click automation. Manage contracts and contingencies directly through to the buyer s signature. Enable sales representatives to associate contacts, such as realtors, to quoted configurations. 3

4 SERVICE AND WARRANTY CUSTOMER CARE Beyond sales functions are additional customer support needs, home builders need to track and account for warranty services which often can be invoked for several years after customer move-in date. Tracking any number of vendors in numerous geographies that provide specific solutions to a given problem is made much easier when centralized and accounted for in a CRM system. Tracking and coding each warranty service for accuracy and timely response ensures a positive customer warranty experience, enhancing a brand s reputation. Pivotal CRM for Home Building and Real Estate supports tracking of warranty service, inspections, and the vendors that deliver these services. Further, the system tracks customer surveys and feedback both for addressing in real time and for future improvements. These factors give the buyer an optimal experience and the home builder the capabilities for delivering services quickly with the highest possible quality. Administration and Contract Management Contact Management Contract-Approval Workflow Contract/Change-Order Management Manage the full spectrum of company contacts: define multiple contact types, such as Lender, Contractor, Realtor, Title & Escrow, and multiple customer types, such as lead, prospect, and buyer. Implement structured workflows to obtain approval for proposed contracts prior to presentation to the customer; view up-to-date contract status at any time. Define a legal contract template that is securely managed at a division level; merge sales data into a single contract. ADMINISTRATIVE SUPPORT Behind the marketing, sales and building process are numerous details that need to be tracked. Home options vary by geography, home price, and rapidly changing market trends. Buyers want access to tools, calculators and lenders. Homebuilders need constant access to contractors, realtors and title companies. Constant updates to these dynamic factors enable a homebuilder to ensure that they are providing a one-stop shopping experience which gives a prospective or current buyer everything they need for a smooth buying experience. Consider a home buyer looking to relocate and build in an entirely new geography. They know little about local builders, home affordability, lenders and title companies, and nothing about local building trends. They search local builders and subdivisions and come across your company. Are you capturing their data and serving up the support tools that demonstrate how your company makes the home building process simple? Are you serving up examples of local home trends (home plans with outdoor kitchens in warmer climates, as an example), along with mortgage calculators that account for local taxes? Are you providing samples of quality contractors used in the building process? Pivotal CRM for Home Building and Real Estate can help you organize and track these and numerous other administrative data points for higher levels of efficiency and higher conversion rates. Customer Service and Administration Create Action Plans Geographic Administration Product Administration Define sales process workflows at the division, neighborhood, user, or customer priority level. Create the organizational hierarchy and designate division- and neighborhood-level structures for sales, construction, service, and warranty. Maintain plan, homesite, and option data according to effective date; categorize products based on their type, such as homesite, plan, structural option, or design center option. 4

5 EXTENSIBILITY One key strength of Pivotal CRM for Home Building and Real Estate is extensibility in a couple of dimensions. With a simple and clean Microsoft Outlook integration, Pivotal CRM enables your employees to contact prospects and customers directly from the system. No need to exit Pivotal to send information or proposals the system saves you time and decreases errors by automating this communication. Think about how total access to data from anywhere enables your employees to quickly react and respond to prospect inquiries and further build that communication channel. Pivotal CRM s flexible window structure and dashboards make it easy to find and display the information you need. Moreover, the visual nature of the dashboards and displays translate simply to tablets, giving your employees the mobility and flexibility they need for constant access to critical business and customer data. Extensibility Mail-Merge Capabilities User Dashboard Enterprise Integration Connectors Microsoft Office Integration Merge database information into letter, fax, or follow-up items; identify and manage top-priority leads. Leverage a one-stop dashboard customized by role that can be fully personalized to reflect individual user needs and preferences (e.g., hot leads, top contacts). Integrate easily with back-office systems using integration connectors to third-party systems for import and export of data such as options pricing and category codes and configuration and change-order details. Store Outlook s, PowerPoint presentations, Excel spreadsheets, and Word documents within associated Pivotal records in a single step thanks to integration with the Microsoft Office suite. Automatically synchronize activities, contacts, and calendars between Pivotal and Microsoft Outlook. SUMMARY Pivotal CRM for Home Building and Real Estate provides a comprehensive buyer and builder toolset for total buyer experience tracking. Knowing your customers, having the trends, and providing the easiest and most comprehensive buyer experience can differentiate you as a builder. Interested in learning more about Aptean? Please contact us at or us at i About Aptean: Aptean helps businesses profit, innovate and grow where the work gets done in the call center, on the floor of the factory, at the end of the assembly line. That s where Aptean s CRM, ERP and Supply Chain software applications enable nearly 5,000 customers to satisfy their customers, operate more efficiently and stay at the forefront of their industry. Aptean is where software WORKS. For more information, visit Copyright Aptean All rights reserved. 10/14

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