Pivotal CRM - Overview

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  • The Pivotal Contact Management application is the base application for Pivotal’s 6.x generation, it focuses on account and activity management as well as basic system usage and tracking. Other modules can be installed with this application to provide sales, services, marketing, and other functionality available. The following features are available in the base application:  Account ManagementCreate, manage, and delete companies, contacts, and employeesManage multiple types of companies and contactsTrack relationships and memberships of companies, contacts, and employeesTrack and manage interactions with companies, contacts, and employeesTrack time zones and geographical locations for companies, contacts, and employeesCollaborate on accounts by allowing notes and alerts to be linked to companies, contacts, or employeesLast and next interaction dates for contactsSoft deletions of company, contact, and employee recordsMail merges, searching, reporting, and grouping of account recordsEasily follow-up with contacts on a regular basis using their preferred method of communicationSubscribe to notifications when accounts are updated System Usage trackingLogin and logout tracking and reporting for employeesRecords added and updated by employeesAccount management tracking Activity ManagementTrack email interactions with accountsTrack tasks for accountsTrack meetings and calls for accountsSend collateralManage calendar within the Pivotal applicationLink existing outlook meetings, emails, and tasks to Pivotal account recordsView Pivotal contacts in outlookApply call plan templates to accountsActivity search and preview ReportingRollup notes for company or contactSystem usage reports for employees and departmentsOrganization and hierarchy charts Back officeManage productsManage collateralManage competitor productsManage call plan templates Administration and configurationConfigure system settingsManage deleted recordsRe-assign account managersMap provider settingsPurge login historyPurge interactionsManage meta data valuesEnterprise brandingJournal logging
  • LeadsA lead is an individual, company, or organization that has expressed interest in your products or services and that has the potential to turn into an opportunity. A lead that shows indications of getting converted to an opportunity becomes a qualified lead. You can later convert a qualified lead to a Company, Contact, or Opportunity.You can assign a lead to one of your partner contacts and track the lead status. OpportunitiesAn opportunity is a potential sale, and involves specific products in which the prospective buyer has demonstrated interest. An opportunity can emerge as a result of your marketing campaigns or from conversion of existing leads, and has the potential to turn into a definite order. You can generate a quote for the specific products involved in the opportunity. You can also track the status of an opportunity. Quotes/ProposalsYou can generate a proposal document for an opportunity. A proposal is a formal document that lays out the details of the current quote and other information such as discounts, taxes, shipping costs, and up-sell and cross-sell products. The quote record contains information similar to that contained in the proposal document for the opportunity. OrdersAn order is generated when you receive a confirmation from a customer for purchasing products or product packages. Creating orders for products or services offered by your organization is the near-final stage of the sales pipeline. When you create an order, you need to specify details about the products ordered, discounts applicable, payment details, and billing and shipping details. You can also track a shipment or cancel an order. CurrenciesSales Force Automation provides the facility to set up all currencies that your organization deals in. You can also designate the default currency for your organization, and specify exchange rates of currencies.The price book for a product displays the price of a product in all the currencies defined in the system. You can view the price books for all the products in the system. You can also update the price books for active products to reflect the changes in exchange rates. Sales Forecasting Use forecasts to assess the total revenue you can expect from opportunities over a period of time. Revenue figures from forecasts indicate the volume of your opportunities. Forecasts are assessed over a period of time bounded by a start date and an end date. These forecasts are called forecast periods. You can define forecast periods with or without overlapping date ranges, as required for your organization. The following types of opportunities contribute to your revenue figures over a forecast period:Opportunities that have resulted in salesOpportunities that are likely to result in sales and are in pipeline stagesOpportunities placed on holdMilestonesMilestones are Sales activities that need to be completed when an opportunity is processed. The status of completion of a milestone affects the probability of the opportunity to close, and also indicates the pipeline stage of the opportunity. Use the milestones feature to track and monitor the progress of your opportunities.Your Sales administrator defines milestone templates that can be applied to opportunities. A milestone template is a pre-defined, standard set of Sales activities, each of which is a milestone for the opportunity. Each milestone may or may not include a set of sub steps or line items. Product PackagesProduct Packages are pre-bundled product combinations that your organization offers for sale. You can specify discount percentages for the products in a product package. You can set up product packages to be sold in combination with dependent products and product packages. You can also specify conflicting products or product packages that are not to be sold with the product package.Discount Approval LevelsYour organization may offer discounts on its products and product packages. You can set up approval workflows for discounts, by assigning specific individuals or account managers to approve discounts on all opportunities and quotes within designated percentage ranges.Additional Sales Information for Companies, Contacts, and ProductsYou can view the complete Sales information for each company, contact, or product. The Sales information for a company or contact includes products owned, up-sell and cross-sell products, opportunities, quotes, and orders. The Sales information for a product includes the dependent and conflicting products, and the price book. You can add opportunities, and set a discount value for a company or contact. A contact or company form also displays an updated summary of revenues for the opportunities and forecasts associated with it. Sales Business LogicWhen an order is generated, an opportunity is won or lost, or a quote is approved, specific actions need to be triggered in the system.Depending on the scenario, a Sales user may need to perform one of the following user events: Opportunity status set to Won or LostGenerate order from a quote or opportunityQuote status set to ApprovedGenerate new order from a company or contactUsing the Sales Business Logic feature, you can stipulate the specific system actions to be triggered in response to each of the various user events. For example, when an opportunity turns into a sale, the status of the opportunity should be set to ‘Won’, an order should be generated from the winning quote, and so on. Portal Pages for SharePoint 2007 and SharePoint 2010Sales Force Automation 6.0.8 provides two Portal pages to support SharePoint 2007 and SharePoint 2010. You can use any one of the Portal pages based on the SharePoint Server deployed.Map Service Provider FeatureSales Force Automation 6.0.8 enables you to configure the map service provider to display the geographical map based on the address specified for a lead or an opportunity. For an opportunity, you can display the map for the address of the company or contact, depending upon the priority you set. E-mail Notifications for OpportunitiesSales Force Automation 6.0.8 enables you to configure notifications for account managers of opportunities, such that if information for an opportunity is changed by any CRM user other than the account manager, the account manager receives an e-mail notification about the changes made.Recipients List for Interactions from Opportunities and LeadsSales Force Automation 6.0.8 enables you to configure the recipients list for Outlook Interactions from opportunities and leads such that when an e-mail or meeting request is sent from an opportunity or lead record, the user can select the recipients from the displayed list.Reassigning Leads and Opportunities Sales Force Automation provides the facility to:Reassign leads of one Account Manager to another.Reassign leads not assigned to anyone, to an Account Manager.Reassign opportunities from one Account Manager to another or from one Sales team member to another.
  • Marketing Campaign managementCreate, manage, and copy Marketing CampaignsUse the Audience Builder to create audiencesAudience Lists can be a combination of Static Lists, User Searches and System SearchesAssociate Audience Lists to a Marketing Campaign so that they can be used by Marketing Projects under that Campaign Add Marketing Projects to a Marketing Campaign Marketing Project management Create, manage, and copy Marketing ProjectsUse the Audience Builder to create specific audiences that can be associated to a Marketing projectAudience Lists can be a combination of Static Lists, User Searches and System SearchesLeverage Audience Lists that have been created in the parent Marketing CampaignCreate a team, add team members and assign roles to people who will work on a specific Marketing ProjectAdd Leads generated as a result of executing a specific Marketing ProjectAdd Opportunities generated as a result of executing a specific Marketing ProjectExecute activities such as To-Do, Call, Send Email, Schedule Meeting, Send Literature Fulfillment, Apply Marketing Plan on Marketing Projects. Multiple Marketing Project Types Pivotal MRM provides four marketing project types to cater to various marketing channels such as emails, and telemarketing, to name a few, that users may want to adopt. The following marketing project types are provided outof-the-box: GeneralEmailTelemarketingCollateral  Expense Tracking Using Pivotal MRM’s expense tracking feature, you can capture expenses incurred by a marketing project and thereby, easily track key financial information for each of your marketing campaigns. Thus, by using available data about forecasted and actual costs incurred, you can effectively identify the most profitable marketing campaign/project.  Expense Tracking Features include Ability to track Detailed expenses associated with a Marketing ProjectAbility to track expenses associated with a Marketing CampaignMulti-currency support  Marketing Calendar Pivotal MRM’s calendar, designed using Microsoft® Windows SharePoint Services 3.0, provides marketers acalendar view of marketing campaigns and projects. Using the calendar, marketers can effectively plan their present and future marketing efforts by taking a quick look at the duration of each marketing campaign/project and the progress of each marketing project. Features include: Gantt view of Marketing Campaign durationGantt view of Marketing Project progress and duration  Integration with Pivotal eMarketing 6.0.4 Pivotal MRM provides users the ability to create a marketing project of type email and then execute the project using Pivotal eMarketing. Pivotal eMarketing is a CRM application that provides a quick, intuitive user interface for creating, launching and tracking email campaigns. Thus, Pivotal eMarketing is an optional component that you can install if you plan to integrate campaign execution capabilities provided by Pivotal eMarketing with Pivotal MRM. Integration with Pivotal Contact Center 6.0 Pivotal MRM provides users the ability to create a marketing project of type telemarketing and then execute the project using Pivotal Contact Center 6.0. Pivotal Contact Center is a CRM application that gives Customer Service Representatives (CSRs) the information they need to deal efficiently with customer requests, and deliver personalized service. Thus, Pivotal Contact Center is an optional component that you can install if you plan to integrate advancedtelemarketing capabilities provided by Pivotal Contact Center with Pivotal MRM. MRM Reporting Using out-of-the-box system reports, you can analyze marketing results to identify winning marketing strategies and to re-evaluate less effective marketing methods. Pivotal MRM provides the following three reports out-of-the-box: Marketing Project ROI: To calculate the Return on Investment (ROI) for a marketing project use the Marketing Project ROI report. This report displays the actual and potential return on investment for each marketing project.Marketing Project Effectiveness: To analyze the effectiveness of a marketing project use the Marketing Project Effectiveness report. This report displays the number of leads generated by a marketing project and that are processed into opportunities. The report also displays the leads rejected, and the percentage of leads that are new or repeat leads.Opportunities Generated by Marketing Projects: Using this report, you can view information about opportunities generated by a marketing project.  MRM Dashboards  The MRM Dashboard provides quick and ready information that will enable you to manage your marketing efforts with ease. You can access the following information from the Dashboard: My Marketing Campaigns by budget: Displays a pie chart of all your marketing campaigns categorized by budget.Leads generated this quarter by Marketing Campaigns: Displays a pie chart of all marketing campaigns in the system and the leads generated for each campaign in the current quarter.Leads generated this quarter by Marketing Project Types: Displays a pie chart of all marketing projects in the system and the leads generated for each marketing project in the current quarter. The marketing projects are categorized by Type (General, Telemarketing, Email, Collateral).My Marketing Campaigns: Lists all marketing campaigns assigned to you.My Marketing Projects: Lists all marketing projects assigned to you.My Marketing Projects with Actual End Date greater than Target End Date: Lists all your marketing projects where the actual end date was greater than the target end date.My Marketing Projects with Actual Expenditure greater than Total Budget: Lists all your marketing projects whose actual expenditure is greater than the total budget.
  • Key Features• Customizable User ExperiencePivotal eMarketing provides a customizable access method that can be tailored to your company’sspecific marketing needs to allow your marketing professionals to hit the ground running. Out-of-the-box,it provides an easy to use interface designed to create highly personalized HTML and text based emails,and then deliver them to your target audience.• Recurring CampaignsCampaigns can be selected to automatically recur at given time intervals, sending emails to new recipientswithin the target audience.• TemplatesTo enable consistency and branding within your communications, both HTML and Text email templatescan be pre-defined and imported into the system to assist with campaign creations. Pivotal eMarketingusers can then select a template through visual thumbnails and previews to add their own personalmessaging.• Multi-List SupportPivotal eMarketing supports multiple lists and search combinations for a campaign. This allows for presegmentationof audiences that can be reused in multiple campaigns.• Web AccessThis Web application allows target recipients and new registrants to edit their personal information,identify their e-mail preferences, and select to opt-in/opt-out of specific campaign types through a simpleweb portal.• BatchingIn Pivotal eMarketing, batching allows you to deliver your emails in small batches at short intervals tomanage the load on the email server and to avoid flooding recipient domains; thus reducing the likelihoodof being blacklisted.
  • Integration with Twitter Broadcast your corporate messages and announcements to Twitter followersPivotal Social CRM 6.0 allows you to send out Tweets to your Twitter profile from within the CRM system. This allows you to instantly reach all your followers in one step, and track that communication within the CRM system for measuring the effectiveness of your social CRM initiatives. Search Twitter for friends and followersFrom within the CRM system, search the Twitter site for people or organizations you may know, and then link their twitter profile to their CRM profile. Search Twitter for keywordsWeather they are friends or strangers, you can search Twitter for key words that allow you to identify potential sales opportunities, service requests, leads, or general market information. All results can be acted upon and tracked within the CRM application. Link your CRM entities to their Twitter accountsEach of your companies and contacts’ Twitter accounts are attached to their CRM record and are easily viewable from their respective form in the CRM system, this includes their latest tweets and interactions. View Tweets and interactions by your CRM entitiesOnce the Twitter accounts are linked to the CRM entities, you can easily see their activities on Twitter and what they are saying by looking at their respective record in CRM and viewing their Twitter information. This information can be viewed per entity or in an aggregate format so an account manager is able to see all tweets for a company or for their contacts. Act on tweets by your CRM entitiesEach tweet by one of your accounts can generate a CRM action. From the tweet, you can choose to generate a new lead, assign a task to someone, generate a support incident, or just create a social media update for someone else to handle.  Track responses to tweetsFind out the types of tweets being managed by your users and what actions are being taken in response to these tweets. Data tracked includes sentiment, who made the tweet, who created the CRM action, what was done, and any respective CRM links.  Integration with FaceBook Broadcast your corporate messages and announcements to FaceBook friend and fansPSCRM6.0 allows you to send out FaceBook updates and announcements to your FaceBook profile from within the CRM system. This allows you to instantly reach all your friends and fans in one step, and track that communication within the CRM system for measuring the effectiveness of your social CRM initiatives. Search FaceBook for individuals and organizationsFrom within the CRM system, search the FaceBook site for people or organizations you may know, and then easily link their FaceBook profile to their CRM profile. Link your CRM entities to their FaceBook accountsEach of your companies and contacts’ FaceBook accounts are attached to their CRM record and are easily viewable from their respective form in the CRM system, this includes their latest updates and interactions. View FaceBook updates and interactions by your CRM entitiesOnce the FaceBook accounts are linked to the CRM entities, you can easily see their activities on FaceBook and what they are saying by looking at their respective record in CRM and viewing their FaceBook information. This information can be viewed per entity or in an aggregate format so an account manager is able to see all FaceBook updates for a company or for their contacts. Act on FaceBook updates by your CRM entitiesEach FaceBook update by one of your accounts can generate a CRM action. From the update, you can choose to generate a new lead, assign a task to someone, generate a support incident, or just create a social media update for someone else to handle.  Track responses to FaceBook activitiesFind out the types of FaceBook updates being managed by your users and what actions are being taken in response to these updates. Data tracked includes sentiment, who made the update, who created the CRM action, what was done, and any respective CRM links. Manage corporate and other events using FaceBook event managementInitiate an event from the CRM system, publish to FaceBook, then use the FaceBook event management features to invite and track attendees. All interactions can be done using FaceBook or the CRM system.   Integration with LinkedIn Broadcast your corporate messages and announcements to LinkedIn connections and groupsPSCRM6.0 allows you to send out LinkedIn updates and announcements to your LinkedIn profile from within the CRM system. This allows you to instantly reach all your connections in one step, and track that communication within the CRM system for measuring the effectiveness of your social CRM initiatives. Search LinkedIn for individuals and organizationsFrom within the CRM system, search the LinkedIn site for people or organizations you may know, and then easily link their LinkedIn profile to their CRM profile. Link your CRM entities to their LinkedIn accountsEach of your companies and contacts’ LinkedIn accounts are attached to their CRM record and are easily viewable from their respective form in the CRM system, this includes their latest updates and interactions. View LinkedIn updates and interactions by your CRM entitiesOnce the LinkedIn accounts are linked to the CRM entities, you can easily see their activities on LinkedIn and what they are saying by looking at their respective record in CRM and viewing their LinkedIn information.  Find relationships using LinkedIn connectionsUse LinkedIn to find connections for your CRM contacts and companies.   Integration with InsideView Link InsideView profiles to your account profilesEach CRM account can be linked to an InsideView entity which will then display InsideView information for each account on its respective form. See InsideView data on your companies and contactsUse InsideView’s award winning sales intelligence information to bring you insights from traditional editorial sources and emerging social media to increase sales productivity and velocity.  Integration with Google BlogSearch Automatically view results of Google BlogSearch on your accountsThe Pivotal Social CRM 6.0 module will automatically show you Google BlogSearch results for each account as you open it. This adds a large amount of intelligence in cases where the account has any active blogs that can provide insight into sales, service, and marketing efforts.   Pivotal Social CRM 6.0 for your enterprise Broadcast your corporate messages and announcements to your CRM base in one stepPivotal Social CRM 6.0 allows you to send out corporate communications to your LinkedIn connections, LinkedIn group members, Twitter followers, FaceBook friends, FaceBook fans, and FaceBook pages in one step from within the CRM system. This allows you to instantly reach your entire social network in one step, and track that communication within the CRM system for measuring the effectiveness of your social CRM initiatives. Manage corporate and other events using FaceBook event managementInitiate an event from the CRM system, publish to FaceBook, then use the FaceBook event management features to invite and track attendees. All interactions can be done using FaceBook or the CRM system.  Track your accounts’ online presenceWhether it’s a company, a contact, a lead, a prospect, or an employee of your company, the Pivotal Social CRM application allows you to track each account’s online presence, this include Facebook, Twitter, LinkedIn, blogs, and InsideView profiles. This is in addition to regular communications channels such as email and web sites which are part of the traditional CRM information. Track social media updates and communications, and actions taken in responseTrack who is saying what in your CRM and social network, and the responses taken by your employees to manage these updates and messages. Each social media update generates a CRM action which can be a task, a lead, a support incident, or a media update for someone else to take appropriate actions on.  Invite your customers and prospects to join your social media communitiesAutomated tools allow you to send invitations to your CRM base to link to your corporate profiles in order to receive updates and corporate communications. Once linked to through social media, an infinite amount of information becomes accessible to your users.  Pivotal Social CRM 6.0 for sales Know what your prospects are sayingWhether its personal interests or business preferences, updates, tweets, and social media communications by your prospects can give you a wealth of information on how to gain an edge over your competition. Link the prospect’s social profiles to their Pivotal CRM record and you can instantly gain access to this information.  See who your prospects and customers know and how they interact with each otherRelationships are the most important tool in sales, and through the Pivotal Social CRM 6.0 module, you can easily find relationships between your accounts. A single click can get this information when you need it within the CRM application. Mine for relationships that can give you access to prospects and decision makersFind out how you can connect with the CEO of that company you are trying to sell to. Use the Pivotal Social CRM 6.0 module to find out who in your social network is connected with a person or organization. The tool then finds all connections in Facebook, Twitter, and LinkedIn and displays them in a convenient graphical tree view. Monitor discussions and social media updates for leadsEasily monitor social media networks for updates and tweets that may be of value to your selling organization. A consultant who is doing some work on a prospect, a prospect asking for advice on a product, or a direct request for bids are all increasingly popular ways to buy products, and the Pivotal Social CRM 6.0 module allows you to easily search your network for key words and act upon any updates found.  Invite your accounts to join your social media communityWith a few clicks, easily send invitations to your accounts to connect in LinkedIn, become friends in FaceBook, or followers in Twitter. Emails can be sent out with invites to both personal and corporate accounts.  Pivotal Social CRM 6.0 for marketing Broadcast your corporate messages and announcements to your CRM base in one stepPivotal Social CRM 6.0 allows you to send out corporate communications to your LinkedIn connections, LinkedIn group members, Twitter followers, FaceBook friends, FaceBook fans, and FaceBook pages in one step from within the CRM system. This allows you to instantly reach your entire social network in a single click, and track that communication within the CRM system for measuring the effectiveness of your social CRM initiatives. Manage corporate and other events using FaceBook event managementInitiate an event from the CRM system, publish to FaceBook, then use the FaceBook event management features to invite and track attendees. All interactions can be done using FaceBook or the CRM system.  Manage reputation and marketing messageKeep on top of what is being said about your organization by searching and finding tweets, updates, and blog posts regarding your organization.   Track effectiveness of social media campaignsPivotal Social CRM 6.0 links your social media projects and campaigns to CRM actions and find out how effective these campaigns are in terms of generating leads and increasing revenues.   Pivotal Social CRM 6.0 for service Capture service requests from social and media updatesRespond to complaints and service requests from social media updates from your network. One click will allow you to create a support incident from any social media update displayed within the CRM system.
  • Call Scripting Manage script templatesThe contact center administrator / manager is able to add, edit, delete script templates to be used by the different components of this module.  Manage script template stepsEach script template consists of template steps, for each step, the administrator can define the text to be dsplayed to the user (HTML formatting is possible for this text), and the possible actions / decisions that can be taken by the end user. Each action / step can lead to another template step or to a URL identified in the script template. A step can be marked as the first or last step in the template. Define the use for a script templateEach script template can be assigned to a service type for inbound calls so that a user is automatically guided with the appropriate script based on the type of call they receive.  Validate and test script templatesAfter defining all the steps within a script template, an administrator can then validate and test the template to ensure it is what they had in mind. The validation option will ensure that all steps have valid target steps, and that a first and last step are defined for the template. Testing the script will allow the administrator to run the script and see what it will look like without having to leave the script page.  Assign templates to inbound / outbound callsEach template can be assigned to a service type for inbound calls which allows the user to easily select the right script based on the type of call. For outbound calls, the marjeting project link can select a default script to be run for all calls for this project.  Service date management Manage service and request typesFor an inbound call center, the administrator is able to define the types of service categories they get. This categorization is structured in two levels, service type which contains many request types. Each incoming call must be categorized by selecting a service type then a request type (which is filtered based on service type) Manage service teams and membersThe administrator / manager can define service teams and assign members to these teams. This enables for distribution and escalation of service requests based on team.  Track CSR Status and historyCSRs are able to change their status in the call center to a variety of options including ready for calls, offline, researching. These status changes are tracked in order to have a history of CSR status.  Inbound call center Manage inbound calls through integration with telephony systemsThe application is designed to use the base platform APIs in order to integrate with telephony systems to achieve screen pops and inbound customer matching. Finding caller informationIf the call comes in as a result of a screen pop (CTI integration) or the contact is identified using the search capability of the application, then the contact record is opened automatically as well as a new service request form with the selected contact already populated. The contact cen be searched for based on phone number, email, or first and/or last names.  Create and manage service requestsA service request is created either manually or after a contact has been established as the caller. The user is able to set the status of the service request (new, open, closed) and is able to enter notes into the temporary notes section which can be pushed into the permanent notes section. When a service request is saved, all parameters are set based on the information provided.  Run a script for any service requestThe user is able to run a script from a service request based on the type of service or type of request chosen. This script will guide the user through the necessary questions / steps for the call, and once it is completed, the summary of the script will be inserted into the notes section of the service request. Run an action plan based on a service requestAn action plan can be associated with a service type so that if a certain service request comes in of that type and action plan is run to implement the requested service.  Create a support incident from a service requestA service request is meant to be a quick and easy way to track incoming calls, for more complex requests and support requests, a support incident can be created to manage this incident (Support incidents are part of the CMS service application and are not included in the contact center application).  Create a lead or opportunity from a service requestThe user is able to generate a lead or an opportunity from a service request. This allows the organization to quickly respond to potential revenue that could come as a result of an incoming call.  Create a new contact from a service requestIf the user is unable to match the caller with an existing contact, they have the ability to enter a new contact into an easy to read simple form that does not require lots of data entry. Automatic auditing of call parametersAll the call parameters such as start and end date and time, duration, script, contact, time zone, notes, service types and call status changes are audited to ensure efficient tracking as well as performance metrics.  Outbound call center  Generate target lists for outbound callingThe user is able to use the powerful and intuitive searching capabilities of the Pivotal platform to create static lists of potential targets for an outbound call campaign. Once the targets are defined, a marketing project is linked to these targets and call lists are generated based on the selected static list or project. CSRs pick the next call which is automatically and randomly selected from the list of unassigned calls, these calls could be from multiple campaigns. Track status of outbound call campaignAt any point in time, the administrator is able to view the campaign and track the call statistics using a variety of tools within the campaign and the dashboards and reports available within the system.  Stop the call campaignAt any point in time, the manager is able to stop all calls for a particular campaign which would stop CSRs from calling these contacts and stop the campaign.  Call sharing and assignment of calls to CSRsAll generated calls are poked into a list of unassigned calls. When the CSR is ready for the next call, they will simple click on a task pad item which will automatically bring the next call on a random basis. A CSR is able to see a list of their incomplete calls (busy, call back later etc…) Run a script for any callWhile generating the call list, a manager can select the default script for this list. Therefore, when the CSR selects a certain call, the script selected by the manager will automatically be run for this call.  Automatically mark contacts on Do Not Call listWhen a contact asks not to be called, the user sets the status of the call as “Do Not Call” which will automatically unpdate that contact’s profile with the do not call request. Any pending calls for this contact will be cancelled and marked accordingly, and this contact will no longer be selected in any future call list. Automatic auditing of call parametersAll the call parameters such as start and end date and time, duration, script, contact, time zone, notes, and call status changes are audited to ensure efficient tracking as well as performance metrics.   Dashboards and reporting Dashboards that enable quick and easy information retrievalOut of the box dashboards are created with the user in mind so they can see their incomplete calls as well as service requests. The administrator is able to see a status of calls, both inbound and outbound and other performance parameters. Reports that list inbound and outbound callsWhether for a specific user, or for a group of users, reports will list all the call metrics so that performance can be calculated for individuals, team members, and even contacts. This applies to both inbound as well as outbound calls. Queries to enable auditing and performance tracking for CSRs and campaignsQueries or searches are present in the out of the box application to summarize the activities of the call center and the campaigns.
  • Pivotal CRM Connector 6.0 for Miller Heiman is an add-on application for Pivotal CMS. This application integrates with Sales Access Manager (SAM) – a third-party product to access the following Miller Heiman’s worksheets: Strategic Selling (Blue Sheet) Conceptual Selling (Green Sheet) Large Account Management Process (Gold Sheet) Pivotal CRM Connector 6.0 for Miller Heiman provides navigational elements in the following out-of-the-box Client Forms of Pivotal CMS to communicate with the sheets hosted on the SAM Server: Opportunity form to access a Blue sheet Activity extension forms in Outlook to access a Green sheet Company form to access a Gold sheet
  • Flexible architecture Out of the box integration with Microsoft SharePointBoth SharePoint WSS and MOSS can be used with PDM6.0; this module expands the usefulness of SharePoint implementation with Pivotal CRM.  Support for multiple team sites for different teams and security levelsPDM6.0 allows different team sites to be used for document storage and retrieval for the same system; this enables better security and scalability of the solution for different requirements. Each user can be assigned to one or more team sites depending on their security clearance and settings.  Different document libraries for each business object and recordDocuments are stored in a hierarchical fashion, where under each site; a document library for each type of business object is then further broken down by a folder for each record. This allows for better organization of the documents as well as enhances scalability and performance. Easily link documents to any entity within the CRM applicationPDM6.0 is designed to be extremely flexible and can be applied to link to any CRM record or business object. All that is required is to create a new document library for the business object, then attach the document management task group to the required object form.   CRM configuration User managementThree levels of user security exist with PDM6.0, SharePoint level security which would allow for access to team sites, Pivotal platform security which would allow for access to the PDM features (attach document, view attached etc…), and PDM6.0 security which would assign different users to different team sites as part of the PDM6.0 workflow. Site managementSite collections and team sites can be added to the CRM system by entering their URL into the specific administration screens, they can then be added to user profiles to enable user access.  Easily link documents to any entity within the CRM applicationPDM6.0 is designed to be extremely flexible and can be applied to link to any CRM record or business object. All that is required is to create a new document for the business object, then attach the document management task group to the required object form.  Document linking functionality Upload single / multiple documents easily for any recordFrom any CRM record, a task pad item allows the user to easily upload one or more documents to SharePoint, these documents are then permanently attached to the specific record for every time a user with sufficient rights needs to access the documents. Documents can be linked to any CRM record in the system. View linked documents for any recordFrom any CRM record, a task pad item allows the user to easily view all linked documents for this record. This makes looking for customer documents very simple and efficient. Search document libraries for existing documentsThe ability to search the SharePoint server for documents using both file names and full text searches allows users to quickly find documents in one or many document library while following security settings.  Save and retrieve searches for documentsUsers are able to save their searches and search settings so they can be used more than once.
  • Import Utility Import from text delimited files into Pivotal EDThe import utility allows you to import data from any delimited text files into any Pivotal ED table. You can pick the file, the delimiter, which row to import from (to skip titles), date format, decimal and thousands separators, and text qualifiers so as to make sure you import the data accurately.  Instant or scheduled execution of an import jobEach import job can be run at the time it was created, or scheduled to automatically start at a defined time and date, this allows for running large import jobs after hours. Save Column and field mappings for reuseWhile defining the import job, the columns from the import file are mapped to Pivotal ED fields; these mappings can be saved and reused in other import jobs.  Save entire import settings for reuseThe user has the ability to save the entire import settings except for the source file name and path, and the date and time of the import. This feature enables the user to reuse the settings to import from different files. Import and export mappings to a fileIn most cases, the import job will be tested in an offline or test environment before it is run on the production server, this feature allows the export of the field mappings from the offline or test into the production system so that the same mappings can be maintained.  Data can be imported into any Pivotal ED tableEven if the system is highly customized and contains many custom tables, the import utility will allow the import of data into these tables. Any table in the ED can be imported into.  Run Scripts on imported dataOnce the import is run, the user is able to run batch scripts on the imported records. This allows for further batch operations on the imported data. Full interaction with Pivotal dataThe import utility was built on Pivotal and therefore recognizes foreign key fields and displays the corresponding records instead of a large hexadecimal number. Record matching is also done using foreign key lookups and matches.  Full audit trailAll import jobs are saved in an audit trail that describes the date, time, user, number of records, and even a summary of the job details. All affected records are tagged with a unique identifier in order to track which records were affected by the import job.  Administrative settingsAn administrator can specify the following system-wide settings for the import utility:Chunk size – Use to specify the number of records imported in one chunkFrequency of progress updates (ms) – Use to specify the milliseconds in which the client will be updated about the progress of the importDelete chunks after import – Use to specify whether chunks should be deleted after importDelete status of imported records – Use to specify whether status of records should be deleted after importCheck duplicates in source file – Use to specify whether duplicates in a chunk should be checked during import Batch Duplicate Check Utility Dynamically select duplicate check criteriaEach batch duplicate check job can be different, or the same. The utility allows for defining which fields are to be used as criteria, and these fields are all used to check for possible duplicates. Use exact match or soundexAbility to use an exact match to compare values or to use the soundex algorithm which allows for similar sounding names to be captured.  Save duplicate check criteria for reuseThe criteria selected for a duplicate check job can be saved and reused again in other batch duplicate check jobs. Any Pivotal ED table can be checked for duplicatesThe duplicate check utility will work with any table in the Pivotal ED; therefore even customized tables can be checked for possible duplicates.  Full Audit trailAll duplicate check jobs are saved in an audit trail that describes the date, time, user, criteria used, and the results. This allows for easy tracking of results. Record Merge Utility Merge duplicate records generated by batch duplicate check utilityThe record merge functionality in built into the workflow of the duplicate check utility so that after finding potential duplicates, the user can easily merge the selected ones. Any number of records can be mergedThe user can select any number of records to be merged into one record; this gives flexibility in cases where data may have come from multiple duplicate systems.  Records can be merged in any Pivotal ED tableThe merge utility will function on any table in the Pivotal ED, this includes customized tables. Therefore any one can use this utility on their Pivotal system. Intuitive user interfaceThe merge interface is in an easy to understand format that shows the record to be merged (as columns), and the fields within each of these records (as rows), as well as the merged record which allows the user to easily see the results of the actions they will do.  Select winning record with a single clickThe system is designed to allow the user to click where they want to enable them to easily choose the winning record and winning fields in many different ways. This makes the system very easy to use.  Smart merge functionalityThe smart merge automatically selects records with non-empty values as the winning records. This makes the merge selection even easier to use as most of the work is already done for the user. Concatenate memo fieldsThe user is able to merge all the memo fields from all the records to be merged and put them into a single memo field in the merged record. This is a choice that is allowed during the merge configuration. Automatic re-linking of child tablesAll child tables from the losing records will be merged changed to point to the newly merged record. This allows for data integrity to be maintained. Choose to delete or retain losing recordsThe user can either delete the losing records, or retain it in an unusable format that cannot be viewed by other users. In either way, an undo is possible. Ability to exclude secondaries from the mergeThe user can choose not to merge specific secondaries from the losing records to the winning record. By default all secondaries from the losing records are associated with the winning record. Ability to undo any record mergesThe utility allows for the user to undo the record merge that was performed, restoring the losing records and removing the merged record.  Block unauthorized tablesThe ability to block tables from being merged keeps the data and system tables safe. This utility also functions within the realm of view filters in security. Full Audit TrailAll merge jobs are saved in an audit trail that describes the date, time, user, records, and results. This allows for easy tracking of results. Formula Updater (Record tickler utility)  Batch updates of formulasRecalculate all formula fields in a selected table in batch. The user selects the table, and the system does the rest. Tickle toolBecause this utility updates all records in a table, it can be used as a tickling tool for tables.  Update Child tablesNot only will the tables be updated, but the option to update child tables is also included.  Bulk Delete Utility Bulk delete records from the Pivotal EDA user can bulk delete records returned in a static list, user search or system search from any table in the Pivotal ED. This feature enables a user to target a specific set of records for deletion. Instant or scheduled execution of bulk delete jobA bulk delete can be run immediately or scheduled for a later point in time. This feature provides the flexibility to run the bulk delete job automatically after hours. Cognisance of linked interactionsThe bulk delete utility delinks the interactions, emails, appointments, tasks, and meetings, from the deleted records. However, it does not delete the linked interactions so other records that exist the Pivotal ED can continue to be linked to the interactions.  Data can be deleted from any Pivotal ED tableEven if the system is highly customized and contains many custom tables, the bulk delete utility will allow the deletion of data from these tables. Any table in the ED can be deleted from.  Complete audit trailAll bulk delete jobs are saved in an audit trail that provides a summary of the job details which provides for an tracking of results.  
  • Workflow template management Create, manage, and copy workflow template and template stepsA user with sufficient permissions is able to create workflow templates which contain workflow template steps which contain items. The user is able to edit, delete, and make a copy of the current workflow template so that it can be reused again. A workflow template is assigned to a target entity and the copy can be assigned to a new entity. Create, manage, and copy workflow template stepsEach workflow template consists of many workflow template steps. The order of these steps can be sequential or can use branching between steps to represent a more complex business process. Each step can be copied, deleted, saved, and modified as the user needs.  Create and manage data or check list items for each stepWhile defining a workflow step, the user can create items that must be completed in order to complete this step. These items could be a simple check box that indicates activity is done, or could be a data entry field that must be populated for that step to be done. Each item can be set to mandatory or optional Automatic assignment of stepsEach workflow template step can be assigned to an individual or to a department. When applying the workflow, the steps are then automatically assigned to the selected party. Email notification settingsA user can set email notifications to be sent out to the owner of each step upon completion of the previous step, or upon initiation of the previous step, or the email notifications can be switched off completely. .  Integration with other systemsEach step allows for a dynamically populated URL to be shown while that step is being handled by the assigned party. This allows for simple URL based integrations to be done with the step. Fields from the target entity can be inserted into the URL string to allow for parameters in the URL. Validation tool for templatesAt the completion of the template design, the user can have the system validate the steps to ensure that this template has no problems and can be applied to the selected entity. Once this validation is completed, the template can then be run on target entities.  Running client scripts with stepsA client script can be attached to run when a step is started or completed, this allows for more complex workflow to be attached to each step if necessary.  Applying Workflow Apply workflow to major application entitiesThe out of the box AWM6.0 application applies workflows to companies, contacts, leads, and opportunities. A customizer can add links and some workflow to apply it to any other custom entity within the system. Dashboards to manage queuesDashboards can be used to manage the queue of steps for each employee or department. This allows the end users to be able to quickly see any steps assigned to them and to quickly navigate to them and deal with them.
  • Pivotal CRM - Overview

    1. 1. Software paraGestão de relacionamento
    2. 2. Informações sobre a CDC Software• Empresa Multinacional – NASDAQ (CDCS )• Pertence à CDC Corporation – NASDAQ (CHINA)• Fabricante, Comerciante e Implantador• Escritório Central em Atlanta (USA) + 10.000 Clientes 2.117 Empregos diretos 22 Escritórios próprios +50 Países
    3. 3. Nossas Empresas Respond Industri-Matematik Fevereiro 2007 International Setembro 2003 Catalyst International eBizNet Solutions Setembro 2007 Abril 2010 Saratoga Systems MarketBright Platinum China Abril 2007 Abril 2010 Abril 2002 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 Ross Systems MVI Technology WKD Solutions LTDA. People Point Software Agosto 2004 Outubro 2006 Setembro 2009 Janeiro 2010 Pivotal Corporation c360 Activplant Inc. Computability Fevereiro 2004 Abril 2006 Outubro 2009 Fevereiro 2010 Visalign Truition Inc. VIT OVA LTDA Dezembro 2006 Novembro 2009 Abril 2009 Gomembers Inc. TradeBeam Dezembro 2009 Maio 2010
    4. 4. Posicionamento de MercadoRanking mundial de empresas fabricantes de software Rank Empresa Receita (em milhões) 1 SAP 12.413 2 Oracle 14.380 3 Infor 2.100 2010: Top 8 4 Sage Group 1.833 5 Microsoft 919 2009: Top 10 6 Lawson 724 7 SwissLog 530,8 2007: Top 15 8 CDC Software 460 9 Epicor 384 10 IBS 333 2006:Top 20 11 IFS 320 12 Exact Software 309 2005:Top 75 13 Ariba 296 14 Manhattan 289 2004: Top 100 15 i2 Technologies 280 Fonte: MBT Magazine Global 100 – (www.mbtmag.com)
    5. 5. CDC Software no mundo 557 Suporte, Consultoria 1.400 empregados e Serviços Profissionais 1.120 Revendas, Distribuidores e Franqueados Fabricante de Soluções em Software
    6. 6. Prêmios CRM Elite CRM Magazine GA Technology 2005 Fast 50 Technology Leadership Companies to ‘ 2007 Keep an eye on’ ISM Top 15 CRM Visionaries Award Packages 2007 2008 ISM Top 15 CRM Construtech’s Packages 2008 Vision 2008 ISM Top 15 CRM Packages 2009 CRM ISM Social CRM Excellence 2011
    7. 7. Parceiros CorporativosTecnologia
    8. 8. ERP HCM CRM / EFM
    9. 9. • Parceiro oficial CDC para NE BR• Certificada em Pivotal CRM para • Comercialização • Implantação • Customização • Suporte local 1989 Fundação + 300 Clientes Gestão de Pessoas Softwares próprios para Recursos Humanos Gestão Empresarial SAP Partner
    10. 10. Gestão de relacionamentoMelhores contatos ativos e receptivosPresença qualificada no mercadoTecnologia e melhores práticasGestão de Vendas, Mkt e AtendimentoMais VendasMelhor posicionamento de mercado
    11. 11.  O DNA do Pivotal CRM • Origem da solução: Canadá Inovação +XRM • Escritório Central de I+D: Vancouver • Tempo de mercado: +15 anos • Clientes: +3.800 Diferenciação • Versões atuais: 5.9 e 6.0 • Multi-idioma, Multi-Empresa, Multi-Moeda • Especialização: 12 áreas • Projetos Internacionais Processos e Tecnologia Produtividade • Suporte local em cada país • Telefone internacional (Suporte em 2º. Nível) • Portal Web 24x7 para Clientes e Parceiros
    12. 12. Módulos e Funcionalidades
    13. 13. Administração de Contatos Gestão de contatos Cadastro de Propects Gestão de empresas Tabelas gerais Notas, alertas e notificações Gestão de atividades (ligações, tarefas, reuniões) Monitoramento de uso
    14. 14. Gestão Comercial Gestão de leads Preços, descontos e aprovações Gestão de ofertas Gestão de produtos Gestão de propostas Gestão de oportunidades Pedidos Gestão de pipeline/ forecasting Gestão e controle por territórios Gestão do rendimento comercial
    15. 15. Marketing Campanhas de Marketing e planejamento de projetos Registro e detalhamento de gastos Calendário de Marketing Múltiplos projetos de MKT (email, telemarketing, etc) Medições de ROI e Scorecard Integração com eMarkeging e Contact Center
    16. 16. e-Marketing Campanhas de e-mail personalizadas eMailing e Newsletter Gestão de Assinantes Assistente para desenho de campanhas Editor HTML, com Importação de telas Campanhas recorrentes Suporta diferentes listas Envio de e-mails em lotes Monitoramento do resultado dos envios
    17. 17. Social CRM Integração com Facebook, LinkedIn ,Twitter, Blogger e Google+ Monitoramento do status dos clientes e contatos Gestão e monitoramento do status das empresas Alertas sobre atualizações nas redes Mensagens de marketing ativas Post e Eventos Busca das melhores relações entre empresas e oportunidades
    18. 18. Atendimento ao Cliente (Receptivo) Solicitações e reclamações Equipes e colaboradores Gestão e escalonamento Contratos e Garantias Níveis de serviço (SLA) Banco de conhecimento Perguntas frequentes (FAQ) Portal para clientes e colaboradores 24/7 Aplicações: Help Desk, Vendas e atendimento.
    19. 19. Contact Center (Ativo) Telemarketing ativo Programação de chamadas e monitoramento Equipes de serviço, regras e monitoramento Abertura de cadastro de cliente Indicadores de atividades Integrado com Vendas, SAC e MKT PABX Virtual, CTI, IVR, ACD Gestão e gravação de chamadas
    20. 20. e-Partner Portal Partner Portal personalizado Colaboração com o Parceiro Perfil do Parceiro Recrutamento online de parceiros Gestão de metas e políticas comerciais Sua empresa Entrada de Pedidos e acompanhamento Ferramentas de Vendas e Atendimento B2B Entrada de chamada de serviço e Acompanhamento Relatórios Consolidados Gestão de Marketing Multi-Canal Gestão de Oportunidades Parceiros ou filiais Conjunta B2C Acesso a Base de Dados de Conhecimento Clientes finais
    21. 21. eService Portal Portal de auto-serviços para clientes Intuitivo e personalizado Registro e acompanhamento de chamados de atendimentos e pedido de compra Consulta sobre produtos Chat Descongestionamento dos canais tradicionais Pode obedecer o mesmo fluxo de processo dos outros canais
    22. 22. Business Intelligence Relatórios operacionais  Informes Pré-determinados  Controle comercial  Ad-hoc Relatórios analíticos  ETL & DW  Indicadores Setoriais  Navegação pelas informações  Informes  Consultas  Gráficos  Análises  Alertas
    23. 23. Mobilidade Diversos dispositivos  BlackBerry  iPhone / iPad  Windows Mobile  Android Intuitivo e ágil Totalmente personalizável Funcionamento off-line com posterior sincronização alertas, notificações, e-mails agendar, alterar ou cancelar atividades
    24. 24. Gestão Documental Carga de documentos Buscas de documentos Documentos associados Integração perfeita com Microsoft SharePoint Segurança integrada Vínculo de documentos com qualquer módulo do Pivotal
    25. 25. Gestão de Dados Assistente de importação de dados Execução programada Execução de scripts Gestão de dados duplicados Coincidência exata ou por aproximação Combinação de cadastros Combinação inteligente Separação de cadastros combinados Lembretes Exclusão em massa Origens diversas
    26. 26. Workflow Avançado Workflow configurável com bases nos dados Passos / critérios de avanço Lógica sequencial ou árvore Atribuição automática de passos Notificações por e-mail e escalonamento Execução de tarefas por cliente Hierarquia visual Integração com ferramentas de terceiros Baseado no MWF
    27. 27. Toolkit Personalização  Interface  Controles  Consultas  Relatórios Programação  Workflow  Alertas  Business Intelligence  Integrações Administração  Gestão de usuários, acessos  Monitoramento de uso  Administração do sistema e políticas de uso Configurado com:
    28. 28. Módulos e Funcionalidades
    29. 29. Resumo dos Diferenciais  Plataforma de desenvolvimento  Máxima flexibilidade para adaptar o sistema às necessidades de mudança da empresa, partindo de funcionalidades padrão Uma única SOLUÇÃO – Um único PROVEDOR – Um único AMBIENTE  SFA, Marketing, SAC, CC, BI, Portais  Evolução funcional  Modularidade e Escalabilidade  Prazos de entrega dos projetos  Versatilidade  Transforma em realidade suas necessidades sem mudar de solução  Menor curva de aprendizagem  Para TI: Fácil conectividade e integração com outros sistemas  Para o usuário: Ambiente de trabalho simples e familiar  Tecnologia e conectividade Desenvolvimento e personalização  Integração com outros sistemas  Custo total da solução & ROI
    30. 30. Alguns Clientes do Pivotal CRM
    31. 31. Projeto Pivotal CRM Financeiramente, o investimento é dividido em três partes: 1) Aquisição de licenças de uso. Valor proporcional ao número de usuários. 2) Aquisição da consultoria para implantação. Valor proporcional ao número de horas utilizadas no processo. A Fluxus pode comercializar pacotes fechados com valores e escopos fixos. 3) Contratação de suporte permanente contemplando: a) Novas tecnologias e inovações CDC no software; b) Suporte remoto Fluxus. A Fluxus tem as melhores estratégias de PARCELAMENTO E FINANCIAMENTO do projeto para oferecer condições personalizadas e adequadas ao fluxo de caixa da sua empresa.
    32. 32. Fluxus Gestão de Relacionamento comercial@fluxus.com.br www.fluxus.com.br (85) 3099-9900 Twitter: @FluxusSoftware FanPage: www.facebook.com/FluxusSoftware

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