1CDC Customer Relationship Management
CDC Customer Relationship Management
Customer-driven CRM makes it
easy to connect the dots.
Customer-driven CRM is
driven by what keeps you up
at night. It’s driven by what
your customers need.
3CDC Customer Relationship Management
With the right CRM comes the opportunity for
companies to really get to know their customers,
their needs, preferences and their buying
patterns. More than ever, companies require
an integrated strategy that supports customers
from the moment they enter the front door—or
website—to the time they make a purchase, and
beyond. They need a solution that helps them
connect the dots.
Along the way, IT managers need an integrated
set of technologies—from websites to databases
and data mining tools—to make it work.
At CDC Software, our customer-driven CDC
Pivotal CRM matches business strategies to
the technologies needed to make them work,
resulting in increased market share, improved
customer satisfaction, and a higher retention
rate. So, now, you can be the company you’ve
always wanted to be.
Stay connected. As your business grows, chances
are you have less face-to-face communication with
customers. Yet, those customers expect the same kind
of customer service they’ve always had. CRM centralizes
information in a single place, which promotes a better
understanding of a customer’s needs.
Enhance collaboration. Accessing shared solutions
enables teams to make quicker, more cost effective
decisions. All of that account history can be quickly
accessed and referred to the next time a customer
calls in. That responsiveness tells the customer they’re
important to your company.
Automate what works. By automating the routine
tasks and proven processes your teams carry out
each day, you can do more with less. So, you can fully
harness your hard-won business practices to grow
while keeping your customers and customer-facing
Love it. CRM needs to be tightly integrated with the
tools your people already use, like Microsoft Office
Outlook. What that means is faster adoption by users,
less switching between applications and higher
productivity for anyone who deals directly with
CRM listens to your customer, understands
their needs, and provides them with
support through processes that engage
and interact, rather than contain and box in.
Mirror your unique business processes. Most
businesses have evolved with their customers over
time and refined their own unique processes. These
processes are hard-won competitive differentiators.
CRM will enhance and mirror these processes, not
Anything relationship management. CRM is the
management of any type of relationship—customers
or employees, anything. It should be fundamentally
flexible and configurable, to meet the nuances in
Compromise on cost, not quality. You want your
CRM at a cost you can afford. We do this by assessing
your requirements and offering you strategic solutions
you can use, so your business grows, but not at the
cost of your profits.
CRM is designed to maximize your
competitive advantage—it starts by
mapping to your customers’ needs.
Build, grow, and drive your business
forward. Customer-driven CRM makes
your staff more productive, your sales
processes more effective, and your
5CDC Customer Relationship Management
Take action. To grow your business, you must respond
swiftly to changes in market conditions, competitive
situations, and business process, and seize every
opportunity that arises. CRM is a facilitator in this process,
not a roadblock.
Get big-picture perspective. CRM delivers real-
time business visibility and actionable insights for
sales, marketing and service managers, as well as
executives. Solve problems and seize opportunities.
Gain immediate business insight anywhere. CRM
puts critical business information at your fingertips
with mobile dashboards and reports. CRM interfaces
with tools your users are already familiar with, so you
can stay connected, anytime and anywhere.
Empower to react quickly. CRM gathers and presents
real-time data on everything from sales forecasts and
marketing campaigns to account activities and phone
logs—allowing you to spend more time managing
your business, and less time with the mechanics of
CRM meets both customer and
employee expectations, while giving your
company flexibility to innovate and adapt
to the changing needs of business.
To offer a unique customer
experience, you need an
integrated solution that
spans all of your customer-
facing processes, plus some.
7CDC Customer Relationship Management
Sales Force Automation
Shorten your sales cycle and exceed targets with time-
saving tools and repeatable processes.
Delight your sales team with more, higher-quality leads
and get there with less effort.
Lay the foundation for future sales by providing custom-
ers with responsive, thoughtful and personalized cus-
Make your organization easier to do business with. Help
your partners sell, track, and assess their performance
Generate real, tangible value out of this new communica-
Give your most valuable sales and service employees ac-
cess to customer data regardless of their location.
Pivotal CRM Platform
Take advantage of the fact that it is the world’s leading
CRM solution, and also the most flexible.
Learn more about our CRM solutions:
CRM customers rely on a proven, trusted platform
for accessing their CRM applications. CDC
Pivotal CRM integrates all the characteristics of
successful CRM, including flexibility, reliability,
high performance, and security.
Extreme flexibility cuts down on the time it takes
to mirror the way you work in Pivotal CRM.
Options for robust end-user configuration as well
deep workflow customization allow you to create
the internal processes and external customer
experiences that fit your strategy and vision.
Tailoring your CRM workflow in Pivotal CRM is
often as easy as ticking a box for an end-user or
team manager. Underneath, Pivotal’s Microsoft
.NET foundation facilitates change at every level,
so you can modify the user interface and business
processes or customize the data model to see
Take advantage of industry-tailored applications,
developed using our in-depth knowledge of the
Financial Services, Home Building and Real Estate,
Manufacturing, and Healthcare Insurance industries.
Our close, long-standing relationship with
Microsoft has enabled us to build CRM solutions
that capitalize on the best of Microsoft technology
and come seamlessly pre-integrated with
Microsoft Office® and SharePoint®.
CDC Pivotal CRM streamlines information-rich
data into a centralized database, allowing you to
achieve greater insight into your customers and
Rich User Experience
CDC Pivotal CRM’s flexibility makes it easy and
cost effective to create the end-user experience
you envision. Monitor, measure, and manage end-
user utilization to optimize business processes.
Ease of Enterprise Integration
Our flexible architecture reduces the cost and
complexity of integrating Pivotal CRM with
your back-office systems to ensure seamless
When the time comes to get serious
about CRM, it all boils down to the
platform it is built on.
9CDC Customer Relationship Management
Ask our customers how they have become
more competitive, more productive, and
more profitable with CDC Pivotal CRM.
M/I Homes – increased web leads from 4% -
25% in three years.
‘’Pivotal has given our field reps immediate
access to the information they need. They
can respond to customer requests in minutes
instead of hours or days and communicate with
subcontractors from anywhere.’’
- Ron Frissora, CIO, M/I Homes
Read the case study
Calamos Investments — executive
management has the insight they need to drive
the business effectively.
“In the end, we chose Pivotal CRM because of
its focus in the financial services industry and its
reputation for success earned with many of our
– Carolyn Stuart, Vice President of IT and Head of
Business Analysis, Calamos Investments
Download the case study
Intracorp – streamlined sales process helps them
sell more units on the spot.
“The technology gives us a great deal of insight
regarding each customer, which is not only
valuable for building relationships, but also in
developing our sales strategies.’’
- Steve Sammut, CFO, Intracorp
View the video
AAA Western & Central New York - a robust,
customized member relationship management
(MRM) solution that reflects the organization’s
unique workflows and helps them provide more
informed and efficient member service.
“We wanted to be at the next level in our
dealings with members.”
- Bob Leach, CIO, AAA Western and Central New York
View the video
Our Approach to Solution Development
Your business is unique and so are
your needs. So why would you want a
Common Approach to CRM Development
Few of your technology needs
Most CRM software vendors develop
products that meet less than 50% of your
requirements immediately. In a best-case
scenario, you can work with a third party
to customize the solution but in many
cases, you must change the way you work
to fit the way the CRM solution works.
At CDC Software, we understand that every business must have a tailor-made solution if it is to make
progress down its chosen path. Our vast experience in a wide field of industries, has enabled us to create
specialized solutions that fit the unique requirements of the business, right out of the box, while also
offering the flexibility to customize to individual companies’ needs. Our team boasts unrivaled domain
expertise and experience, and we’re committed to helping you succeed.
Pivotal CRM gives you the power to create a custom solution--without a custom timeline or price tag.
It’s complete out of the box--but also completely flexible.
75% of your requirements at day 1
Our experience developing solutions is
that most customers share many similar
processes but their unique processes are
what make them successful. We give you
a ready-to-use solution and the tools to
help you mirror your unique processes in
your CRM solution.
50% of your technology needs
100% of your technology needs
11CDC Customer Relationship Management
At CDC Software, we serve companies that are driven
by customer needs, so we know you expect the same
high quality standards from your technology partners.
We are committed to delivering exceptional service and
support to match our outstanding products.
Pivotal CRM is supported by a full continuum of
services that are affordable, easy to use, and configure
to any organization in any industry.
Not sure which products to use? We offer an array
of solutions to select from and will spend time to
understand your business and offer recommendations.
Whether you wish to handle the implementation
by yourself, with a partner, or leave it to us, we can
accommodate your every need. We can even take on
full management and hosting of the application, if you
prefer, with the option to bring the solution on-premise
when you’re ready.
Similarly, we can support your team with training—
online, at our training facility, or on-site at your place
of business. Our customer support staff is available by
phone, e-mail, or online through our Customer Portal,
offering the assistance you need, when you need it.
Whether you’re an entrepreneur, a single store owner, or
have thousands of employees in locations around the
world, CDC Pivotal CRM can help you connect the dots
in your customer-driven strategy.
Learn more about our CRM solutions:
You aim to please your customers.
We aim to help you achieve