Pivotal Professional Services offers a continuum of services to help businesses implement and optimize their use of Pivotal's CRM platform. This includes traditional implementation services using a proven methodology, fast implementation options within 30 days, partial assistance for organizations with in-house expertise, test drive programs, technical support services, hosting options, upgrade services, custom solution development, and training services. The goal is to provide flexible options and ensure customers realize maximum value and business agility from their CRM investment over the long term.

1. Pivotal Professional Services
A Continuum of Services for Optimum
Business Agility and Performance

2. For many businesses today, their chief goal is
to become adaptive enterprises.
Business Agility is a Competitive Imperative
The pace of business today demands that your organization have the ability to move and
act quickly. Let the Pivotal CRM team help you turn this challenge into an opportunity. By
combining our industry-leading CRM platform and applications with insightful services, you
can create a flexible environment that delivers what you need: simplicity, agility, and results. We
can help you lower costs, maximize return, and mitigate risk, while helping you achieve your
CRM strategy for maximum long-term agility.
“Strategic Planning Assumption: By 2009, the average lifetime
of an enterprise’s business processes will fall by 50 percent
(0.8 probability).”
Gartner, “How to Create a Smart CRM Strategy and
Choose Technology Wisely,” W. Close, December 1, 2004
Achieve Business Agility with Expert Help
It is stark but true: if your business isn’t agile, it is at risk.
We operate in a world where business needs and technology are inextricably linked. Every
change in the business environment generates hundreds, even thousands, of changes in IT
infrastructure. New business opportunities, increased competition, new business strategies and
processes, industry regulatory changes, mergers, and acquisitions—all of these drive process
change and impact technology.
For many businesses, the goal is to transform themselves into adaptive enterprises in which
flexible technologies and methodologies sustain a continuous cycle of improvement—one
that’s increasingly responsive to business demands. That means business processes shouldn’t
be hard-coded; neither should the services businesses rely on.
That’s the advantage of Pivotal Professional Services. We provide the depth and breadth of
services businesses demand: a continuum of services and proven methodologies; a range
of pricing options for a predictable, cost-effective implementation; knowledge transfer to
continually maintain a high degree of performance; and responsibility for our services and
your success.
To develop into an adaptive enterprise, you need a partner who is accountable not only for
their services and technology, but for your results. Our practiced, knowledgeable Professional
Services team has partnered with hundreds of customers worldwide to help them realize their
unique CRM vision. Teaming up with us gives you access to the services and methodologies
needed to ensure that the technology that supports your processes is up and running—fast
—and that it delivers maximum business value over the full lifetime of the solution.
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3. Business processes shouldn’t be hard-coded;
neither should the services businesses rely on.
Pivotal Professional Services: The Key to Business Agility
Business agility requires a flexible, adaptive CRM infrastructure that allows your business to
manage and control the impact of change, turning it to your advantage. Your goal? A responsive
and proactive—not reactive—organization. That means that the services that support your
business goals must be just as flexible as the technology that enables your CRM strategy.
Balance multiple conflicting objectives—maximize
return, mitigate risk, and increase agility—in the
midst of an unprecedented amount of change.
The Pivotal Professional Services Advantage
Depth and Breadth of Expertise: Benefit from unrivaled, world-class CRM expertise focused
on your business. Our practiced, knowledgeable Professional Services team has partnered with
hundreds of customers worldwide. We’ve documented our processes and methodologies from
our many projects—building a library of best practices that can help you implement the latest
technologies while reducing costs, speeding time to benefit, and increasing agility.
Continuum of Flexible Services: Obtain the precise kind and level of assistance you need,
whenever you need it. We offer a variety of services—custom or packaged—suitable for any
organization. Whether you prefer a traditional pricing model, fixed-price contracts, milestone-
based payments, service-payment holdbacks, or price protection, we can provide you with a
truly unique and affordable solution: we ensure that your CRM solution is implemented for the
lowest total cost.
Proven, Rigorous Methodology: Take advantage of highly effective methodologies that
deliver fast, cost-effective, low-risk Pivotal CRM implementations. Based on industry-leading
best practices and drawing on our extensive customer-engagement experience, our proven
Rapid Productivity Methodology (RPM) can help guide you through all the phases of an
implementation. This approach takes full advantage of resources throughout our organization,
mitigating risk and ensuring overall project success.
Accountability and Partnership: Evolve confidently with a partner that stands accountable
for our technology and your success. We work with you to maximize the technical and business
benefits of your solution and ensure that your CRM system is delivered on time, on budget.
Results-sharing partnerships are critical to your success: project teams are measured and
compensated according to your success through results-sharing agreements and milestone-
based payments.
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4. What ensures a successful deployment in one
company may not mean the same for another. We
understand that every business is unique, and we
provide the depth and breadth of services to meet
your business’ needs. That’s the advantage of Pivotal
Professional Services.
A Continuum of Services Tailored to Your Needs
When it comes to developing innovative approaches to design, implementation, and management of your
CRM solution, Pivotal CRM is an industry leader. We have extensive experience assessing, designing, delivering,
and managing solutions tailored to the unique needs of diverse businesses.
Look around your enterprise. Applications. Databases. Servers. Networks. Critical processes. ERP and legacy
systems. Users inside and outside the firewall. Once you start to think about it, you’ll see the many areas where
you could benefit from improved performance, reduced risk, and tighter alignment between your systems,
processes, and business requirements.
Our experts will collaborate with you to define a CRM strategy that aligns with your business objectives and
assess what it will take for your organization to implement your strategy. The use of a trusted advisor with
knowledge and expertise in architecting and implementing an adaptive CRM infrastructure can facilitate
CRM planning, streamline deployment, and help establish a framework for delivering measurable results. At
every stage—from planning CRM strategy to outlining business requirements to building and deploying
the technology—we’ll work with you to define the scope and timeline that makes the most sense for your
business.
We understand that organizations vary with respect to their business needs and technical expertise
implementing CRM technology. In response, we can provide partial assistance, or we can lead the entire
implementation for you. We offer several fixed-fee, packaged implementation services that balance the drive
toward rapid results, with the discipline required to ensure adoption and achieve long-term CRM success.
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5. Customers' needs are expanding in
both directions from the traditional
implementation support model
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Try It Out Fast and to Run This
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to See if Lead the Application
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Evaluate Assist Implement Enhance / Improve Outsource
Performance
Pivotal Pivotal Pivotal Traditional TAM Application
Health Hosting
Test Drive Assist FastPath Implementation Services Management
Checks
The Pivotal CRM Expanding Continuum of Services
Pivotal CRM Traditional Implementation Services
Some organizations don’t have the resources or infrastructure to implement a CRM system
on their own. We can provide complete implementation services—with predictable results
—helping you realize the full potential of your CRM vision with speed and efficiency.
We follow our Rapid Productivity Methodology (RPM): a powerful methodology that combines
an effective, proven process with a set of project guidelines and pre-built tools. We developed
RPM by consulting with users during hundreds of implementations around the world. We then
distilled their feedback to refine our expertise and create a consistent, repeatable framework
for future implementations. Project management and milestone-review services support the
program to ensure that your project remains on track. For you, this translates into results: a
quicker return on your investment and a lower total cost of ownership.
Pivotal CRM FastPath Implementation Services
Our Pivotal CRM FastPath Implementation Service is a rapid approach to implementing and
automating marketing, sales, or service capabilities in a short, fixed timeframe, at a fixed cost.
Pivotal CRM FastPath helps you implement a CRM application predictably—in 30 days or less—
and evolve at your own pace as your business demands. Following a structured methodology,
using a standard project plan and pre-defined processes and customization options, you can
shorten the time to upfront results, verify that the solution is right for the organization, and
benefit from a technology platform that also provides the long-term flexibility you need to
extend and enhance your original solution.
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6. Pivotal CRM Assist
In some cases, only partial implementation assistance is required. This may be the case if your organization
already has a dedicated staff leading the implementation, strong IT capabilities in-house, and a clear
understanding of your business needs. Pivotal CRM Assist is there to help out as needed.
Many of our customers have turned to us for guidance and recommendations to ensure their technology
implementation follows best practices. In these cases, for example, development teams may want to sit in on
technical sessions to familiarize themselves with the best way to adapt CRM technology to existing business
processes. Our advisors can help complement and support your in-house team to the extent required.
Pivotal CRM Test Drive Program
With Pivotal CRM, you can try it—before you buy it. For businesses just becoming interested in the potential
of CRM, embarking on a comprehensive process of due diligence to ensure the system produces exactly the
results required—reliably, quickly, and measurably—is the way to go. The Pivotal CRM Test Drive Program
allows you to evaluate the results of Pivotal’s CRM technology with minimal risk—in your own environment,
with your own information—before making a full-scale investment.
If your organization wants to demonstrate the benefits of a CRM solution quickly in one business area,
such as marketing, the Test Drive Program for CDC MarketFirst is a perfect start. The Pivotal CRM Test Drive
program is a meaningful, full-fledged pre-purchase engagement. It gives your users a chance to use the
system exactly as they would post-purchase so they can discover the difference it can make for them and
achieve results quickly that can be communicated to other key decision-makers, facilitating a more rapid
purchase decision.
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7. As your business evolves, so will your CRM requirements. It’s
likely that you’ll want to build on your existing investment in
CRM, making changes as you go and as new opportunities
arise. Pivotal Professional Services can help you capitalize on
change and develop more nimble business processes.
Pivotal CRM Technical Account Management
Gain anytime access to a Pivotal CRM expert to ensure you get the most out of your
investment. Pivotal CRM Technical Account Managers (TAMs) have in-depth product
knowledge and insight: they know more and have done more with Pivotal technology than
anyone else. They are a dedicated resource available on short notice for enhancements and
modifications, whether planned or unexpected.
TAMs are senior technical resources responsible for providing guidance, coaching, and
recommendations. Their job is to ensure Pivotal CRM applications and the technology
infrastructure on which they are built are working properly and living up to their full
potential. They ensure that your implementation is on track and that your system is robust.
TAMs can help you improve your overall deployment strategy, integrate data with more
systems, follow best practices, and take advantage of newly released software. They can work
with you to proactively plan future phases and extensions to your system and help map our
product roadmap into your CRM strategy.
Pivotal CRM Performance Health Check Services
Perhaps you are experiencing slow performance over the WAN, slow mobile synchronization
times, or data hygiene issues on mobile devices. Whatever the situation, every Pivotal CRM
system, regardless of size, complexity, or maturity, can benefit from Pivotal CRM Performance
Health Check Services. Whether companies want to proactively prevent problems prior
to implementation or need to optimize performance after deployment, we can provide
recommendations that keep systems running smoothly.
Pivotal CRM Performance Health Check Services is a diagnostic and optimization service
that ensures your organization’s CRM investment meets the performance, stability, and
reliability standards your users demand. In just five days, we provide a complete analysis
of your technology, including your servers, network, and clients. We provide you with
recommendations that outline exactly what can be done to enhance or stabilize your system.
If desired, we can assist in the implementation of our findings.
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8. “I had a high degree of confidence in the Pivotal Professional
Services team. One of the things I requested was that the
same team lead this upgrade because they were so familiar
with the earlier upgrade.”
- Pivotal CRM 5.1 Upgrade Customer
Pivotal Hosted CRM
Hosted CRM can be a great choice for organizations that don’t have (or want) the IT support and expertise
to manage a strategic information technology system in-house. It gives you access to all of the functionality
in the Pivotal CRM applications without the hassle of having to support or maintain them. You don’t have to
worry about incremental upgrades to the system—we take care of everything for you.
Our hosting services range from outsourcing hardware to managing turnkey applications. We can manage
the system and infrastructure, so you can focus your efforts on the way the applications are used; you benefit
from a single point of contact for service and support, with a 99% availability guarantee.
Pivotal CRM Upgrade Services
Pivotal CRM Upgrade Services brings together the tools, methodologies, and expertise necessary for a
predictable, low-risk upgrade. We will help you select, plan, and implement the most effective upgrade path
or we’ll customize a plan for you, providing the quickest way to gain from new functionality delivered in the
latest platform and applications.
Pivotal CRM Upgrade Services allows for a quick start and substantially reduces implementation workdays
—saving time and money. From defining requirements to analyzing, building, testing, and deploying, our
proven upgrade methodology ensures that your project succeeds as planned. Before any work begins,
we will estimate the effort required. We’ll help you prioritize which customizations are to be retained and
recreated as you move forward, and which are no longer required due to the new features and functionality
available in the latest version of the product.
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9. Pivotal CRM Solution Development Centers offer a risk-free
environment in which to develop, test, and validate solutions
and customizations on the latest technologies—speeding
time to benefit, reducing project costs, and increasing agility.
Pivotal CRM Solution Development Centers
To create a CRM solution that truly meets your needs—or to adapt to evolving business
priorities—look to Pivotal CRM Solution Centers for assistance and expertise. Pivotal CRM
Solution Development Centers help companies react quickly to emerging business challenges,
providing a quicker path to results.
With pressures to reduce costs and risks associated with deploying new technology, Pivotal
CRM Solution Development Centers help you to implement quickly and create customizations
following best practices—allowing you to meet your business-specific needs. Effective,
thorough testing in a real-world environment, using your data, delivers a higher-quality
implementation at a lower project cost. A focused, dedicated environment means your project
moves quickly, allowing you to test and fine-tune your customizations and deploy in your
environment rapidly.
By making the most of our Solution Development Centers, we can decrease costly onsite
development time substantially. In most cases, at least 20% of onsite development and
customization costs can be eliminated by taking advantage of our Solution Development
Centers; through them, you receive our expertise and best practices, along with the skills and
tools necessary to deploy or modify your Pivotal CRM solution.
Pivotal CRM helps enable the adaptive enterprise. But it’s not
just technology that must be adaptive, it’s the people who
use it. Empower your people with the knowledge they need
to use your CRM solution to its maximum potential.
Pivotal CRM Education Services
Your IT personnel need to integrate and consolidate data, systems, processes, and teams to improve the
efficiency and effectiveness of core processes. They need to provide easy, secure access to information and
applications—anywhere, anytime—in the office or on the road. They need to transform business processes
to better serve everyone’s needs. These are requirements brought by a rapid pace of change; they demand
that your organization adapt quickly.
When you implement a new CRM application or as your company adapts to changing conditions, you may
find that you have new training needs and priorities. We can help you capitalize on change: we can train your
customizers and administrators to deliver what you really need—simplicity, standardized processes, and
agility; we can train your business users to use the system effectively.
We offer several learning options to help your company become productive quickly. Whether you need to
train large or small groups—onsite or online—you have the flexibility to decide how, when, and where you
want the training to take place. You can choose from a number of standard Pivotal CRM courses or we can
customize training to produce the results you need. You select the delivery method that makes the most
sense for your company and CRM success. We work to help you capitalize on change to deliver a higher-
quality customer experience.
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10. Our commitment to you extends well
beyond your initial implementation.
Pivotal Global Technical Support
When you rely on a CRM solution to complement your business strategy, it’s critical to get
prompt responses to technical questions that affect your system’s performance. Pivotal CRM
offers an array of support services to answer your technical queries accurately and reliably—
from anywhere in the world.
From incident management to providing product documentation, Pivotal Global Technical
Support takes advantage of the practical expertise we have gained from thousands of CRM
implementations. You gain from valuable insights and guidance—anytime, anywhere. From our
three global hubs we provide support when you need it. When you want fast access to fixes and
updates or want to keep up to speed on new technology, you can get exactly what you need by
logging in to our secure, online Customer Portal.
We work to meet your business requirements: user effectiveness and system availability. We’re
dedicated to ensuring your systems continue to drive your business success.
Pivotal CRM Customer Office
Customer satisfaction is a top priority. We know that to ensure your complete satisfaction, we
must continually develop our business relationships and processes; this means listening to you
and working with you to improve your experience.
The Pivotal CRM Customer Office is focused on extending the success of your CRM
implementation. Our Customer Success Managers act as advocates on your behalf, with the
collective goal of ensuring that your experiences with the Pivotal CRM team are of the highest
possible quality.
Once you become a Pivotal CRM customer, a dedicated Customer Success Manager (CSM)
is available to listen and act for you in your relationship with us. When required, your CSM
will escalate technical issues on your behalf and champion change internally. The intent is to
identify trends, prioritize issues, and facilitate programs to improve your complete Pivotal CRM
experience.
Customer Success Managers know the details of your business processes, your
implementation, your future plans, and your preferred model for engagement; they help you
examine how you can increase your business agility and grow to meet new challenges.
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11. The Pivotal Professional Services Advantage: We combine
expertise, methodologies, and services to accelerate
implementations, customize CRM to fit unique workflows,
improve operations, minimize risk, transfer knowledge,
enable long-term ROI, and reduce total cost of ownership.
The end result? A truly agile business, ready to respond to
every change and challenge ahead.
Pivotal Professional Services
The Pivotal CRM team strives to help organizations achieve meaningful CRM results by delivering
a collaborative and flexible set of services that are designed to meet the unique requirements
of each Pivotal CRM customer. Drawing on our extensive technical and industry knowledge
and proven methodologies, we give companies the speed and predictability of a CRM solution
completed on time, on budget, and customized to each customer's unique way of doing business.
Learn more about the wide range of implementation, optimization, and upgrade services that
accelerate and increase return on your Pivotal CRM investment, while reducing total cost of
ownership. Contact our Customer Office at +1 877-748-6825 or customeroffice@pivotal.com.
Customers outside of North America should send an e-mail to professionalservices@pivotal.com.
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12. Copyright © CDC Software 2007. All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC
Software.