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Pivotal CRM Whitpapers - Pivotal CRM

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Pivotal Mobile CRM is a complete mobility solution designed to deliver the right information to the user, when they need it, on their device of choice, regardless of connectivity or location. With …

Pivotal Mobile CRM is a complete mobility solution designed to deliver the right information to the user, when they need it, on their device of choice, regardless of connectivity or location. With different solutions to address the variety of ways mobile personnel prefer to work, Pivotal Mobile CRM gives organizations the freedom to create a mobile strategy that fits their unique needs.

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  • 1. Technical OverviewPivotal Mobile crMTechnical Overview executive Summary This technical overview is designed to provide technical personnel with a comprehensive overview of Pivotal Mobile CRM solutions, including details regarding system deployment, synchronization, administration, and maintenance.
  • 2. The Pivotal Mobile Solution Full Offline FunctionalityPivotal Mobile CRM is a complete mobility solution Today’s level of broadband ubiquity sets the expectationdesigned to deliver the right information to the user, with customers and prospects that mobile users will havewhen they need it, on their device of choice, regardless full access to their CRM application and current data at allof connectivity or location. With different solutions to times. To bridge the gap between this expectation and theaddress the variety of ways mobile personnel prefer to reality of broadband coverage outside regional hotspots,work, Pivotal Mobile CRM gives organizations the freedom sales organizations require offline capabilities that ensureto create a mobile strategy that fits their unique needs: they are never without access to critical functionality and data. Effective disconnected use must allow mobile• Gain Full Functionality: Pivotal Mobile Client offers personnel to work the way they need to, which can mobile users who are away from the office for demand full offline application functionality. extended periods of time complete access to Pivotal CRM functionality. Whether they are in front of the client or back at the hotel, mobile personnel can use Pivotal Mobile Client their laptops to reference customer and prospect For consultative mobile personnel whose tasks involve data, edit information, and work with the entire everything from needs assessment to order completion application in offline mode. They have access to all at the customer site, Pivotal Mobile Client provides a the functionality available to connected users and can complete, scaled-down Pivotal CRM system designed remotely synchronize data back to head office at their to deliver 00% functionality on a laptop, regardless of convenience. whether there is an Internet connection. It includes:• Perform Key Tasks: Depending on the device of • Pivotal Client (either the Windows®-based Pivotal choice, Pivotal CRM provides two solutions that allow Windows Client or the browser-based Pivotal Rich Client) mobile personnel to perform key business tasks and access important information: • Pivotal Business Server • Pivotal Handheld delivers seamless access to • Microsoft SQL Server database critical business tasks and customer data on Pivotal Mobile Client users employ their client of choice to RIM BlackBerry® devices, regardless of whether work with a subset of Pivotal CRM customer data present a network connection is available. on their laptop, and they must intermittently connect to • Pivotal Wireless delivers an out-of-the-box the main Pivotal Business Server or a satellite one to application that enables alerting as well as real- synchronize any data changes they have made. time read and write access to critical customer information stored in Pivotal’s CRM database integrated with Microsoft Office from wireless devices such as cell phones and web-enabled PDAs. Pivotal supports Microsoft Office integration of the Pivotal Mobile Client, whether online or offline. This includes:• Synchronize important information: Intellisync for Pivotal provides mobile users with bi-directional • Bi-directional integration with Microsoft Outlook 2000, synchronization of contacts, to-do lists, and calendar 2002, and 2003, which allows users to create, manage, items between Pivotal CRM and Microsoft® Outlook® and queue e-mails for delivery in either Pivotal CRM or Lotus Notes® so they can use their tool of choice to or Microsoft Outlook while working in disconnected manage their day offline. (offline) mode; • Bi-directional synchronization of Outlook calendars, tasks, and contacts, which allows users to work with and update these features while offline; and • The ability to reference Pivotal CRM data within Microsoft Office 2003 applications, including Word, Excel, Outlook, and PowerPoint.® Even while offline, users working in Microsoft Office can click on key words to display associated data from the local Pivotal CRM database directly in the Office application. Pivotal CRM | Technical Overview 
  • 3. Data Synchronization Application SynchronizationFor mobile applications to achieve maximum value, The core strength of Pivotal CRM lies in its flexibility andenterprise databases need to be decentralized—without ease of customization. Organizations can react quicklycompromising data reliability and integrity or inflating to market opportunities by customizing the Pivotal CRMadministration costs. system to reflect new corporate goals and business processes or by upgrading to the latest Pivotal platform inPivotal SyncStream is the technology that synchronizes all order to take advantage of new features and capabilities.aspects of the Pivotal CRM system, including customer But to maximize the value of these changes, organizationsdata, application customizations, and platform upgrades, must be able to quickly and easily distribute applicationacross LAN clients, satellite systems, and mobile devices. customizations and platform upgrades throughout the distributed enterprise to ensure all users are operatingData Reliability with the same functionality.Pivotal SyncStream verifies the success of each Pivotal SyncStream automatically broadcasts all datasynchronization session. Synchronization messages are changes, application updates, and platform upgradesnot deleted until a confirmation message is received to all mobile systems. Pivotal provides for a one-stepfrom the recipient system indicating that the change has mechanism, called a UFO (upgrade from offline), thatbeen successfully carried out. This approach allows for takes all the customizations from the test system anda high degree of confidence that mobile databases will automatically deploys them to all production systems,synchronize correctly, and it protects against message including satellites and mobiles.loss due to accidental disconnection, viruses, machinecrashes, or other connection problems. Lost or out-of- Pivotal SyncStream’s “Code Update” feature allows thesequence messages are recovered automatically. broadcasting of files such as service packs and hot fixes to all mobile users in a single synchronization session,If a synchronization session is interrupted or unsuccessful, even over dial-up connections, rendering the traditionalthe Pivotal CRM system automatically coordinates recovery. resource-intensive, in-office upgrade obsolete.For example, if a mobile system receives a message thatis out of its numbering sequence due to line interruptionsduring a synchronization session, it sends a message Managing Synchronizationto the parent system requesting a resubmission of the Pivotal SyncStream supports HTTP-basedmissing data. Once the missing data has been received, synchronization, which provides higher performancethe synchronization session resumes. levels, increased scalability, and lower administration costs than traditional e-mail-based synchronization solutions. With flexible filtering to reduce dataData Integrity synchronized to each mobile device, HTTP-basedPivotal SyncStream resolves simultaneous record updates synchronization optimizes both the actual data packetby comparing the time and date stamp of a record on and the number of messages sent, thereby making thethe parent system with the record that arrives from the best use of available bandwidth to support multiplechild system. If the child record’s stamp differs from the users. Any administrator with knowledge of Microsoftparent’s, the update gets rejected. Internet Information Server (IIS) can easily administer Pivotal SyncStream.For example, if two mobile users are attempting to updatethe same record, the update that reaches the serverfirst “wins.” The first update changes the time and date Administration Toolsstamp of the record. When the second update arrives, HTTP-based synchronization allows for centralizedand its time and date stamp does not match that of the administration, simplifying the maintenance, monitoring,record, it is rejected. In this case, a notification is sent and troubleshooting of all attached mobile andto the second user informing them of the rejection and satellite systems.requesting a resubmission if the changes still apply. A global view of the system allows administrators to quickly review mobile-client attributes, perform a visual data-synchronization check, proactively monitor users, and maintain the mobile workforce to ensure system reliability and performance. If the administrator fails to notice an impending issue, the system automatically sends a message notifying the administrator of the problem. Pivotal CRM | Technical Overview 2
  • 4. end-User considerations Pivotal Mobile Client TrainingMobile users require a synchronization solution that is In-depth technical information can be obtained fromat once simple and powerful, but that offers the right the Pivotal SyncStream installation and administrationmeasure of control. Pivotal CRM’s synchronization guides. We recommend every customer read the existingsolution is automatically invoked as soon as the mobile documentation thoroughly to gain a solid understandingclient makes a connection to its main or satellite parent of how to install and administer Pivotal CRM ’sserver. Mobile users have the option to send their synchronization solutions.changes in the background (so users can continueworking while synchronizing), as well as the ability to In addition, a number of Pivotal CRM training courses arestop and resend at a later time. currently available:Performance is optimized and connection time minimized 310: lifecycle engine administration/administrationby processing business rules offline and by bundling Fundamentals: Recommended for administrators, thismessage packets so that only net data changes are sent. course is a comprehensive five-day program that covers all aspects of Pivotal administration, including the skills required to deploy HTTP-based mobile synchronization. 312eT: hTTP Data Synchronization: This eTrain course, taught in one three-hour session, teaches the skills required to deploy HTTP-based mobile synchronization or to move to HTTP synchronization from Microsoft Exchange–based mobile synchronization. To register for these courses, please visit the “Education Services” section of the Pivotal.com website. Pivotal CRM | Technical Overview 3
  • 5. System Requirements for Pivotal Mobile ClientGuideline requirements for Pivotal CRM mobile systems include: requirements For windows-Based Mobile client For Browser-Based Mobile client Operating System(s) • Windows 2000 Professional SP • Windows 2000 Professional SP • Windows XP Professional SP, SP2 • Windows XP Professional SP, SP2 • Windows 2000 Server & Advanced Server SP • Windows 2000 Server & Advanced Server SP .NET Framework N/A • Microsoft .NET Framework . Application • 65 MB • 75 MB Disk Space  • Server 2000 Personal Edition 80 MB 2 • SQL Server 2000 Personal Edition 80 MB Other requirements Browser • Internet Explorer 6.0 & Internet Explorer SP Crystal Reports • Crystal Reports 0.0 Office Applications • Excel 2000, XP and 2003 , 3 • Word 97, 2000, XP and 2003 ,  • Outlook 2000, XP SP and 2003; or Lotus Notes 5.0. and 6.0. 5 • Visio 2000 and 2002 6 • PowerPoint 2000, XP and 2003 , 7 Database • SQL Server 2000 Personal Edition (SP3a, SP) Modem • 56 bps (minimum) • 28 bps (recommended) Processor & RAM • 650-MHz Pentium or higher (recommended) • 256 MB RAM (minimum); 52 MB (recommended)Pivotal Mobile client Database Support Oracle: Pivotal Mobile Client was designed for use only with Microsoft SQL Server—Oracle is not supportedMicrosoft SQl Server: Microsoft SQL Server Personal on the laptop. Pivotal CRM systems that use Oracle forEdition is installed as part of every Pivotal Mobile Client. their main or satellite servers must take care not to utilizeWhile Microsoft SQL Server Personal Edition is free of custom Oracle queries, as they will not work for mobilecharge, Microsoft requires that any organization wishing to users. In the same way, custom SQL queries specificdeploy Pivotal Mobile Client must also buy (or have proof only to Microsoft SQL Server are not supported forof purchase of) at least one Microsoft SQL Server license. Oracle installations. Application disk space estimates do not include operating system, data, and run-time disk space requirements, but do include SyncStream.2 Disk space estimates from Microsoft for a full install without management tools and OLAP services.3 Excel is required to display graphs in the Pivotal SmartPortal or Dashboard. Microsoft Word is required for LetterExpress.5 Only one e-mail client is required.6 Visio is only used when exporting diagrams to Visio format.7 PowerPoint is only used when exporting diagrams to PowerPoint format. Pivotal CRM | Technical Overview 
  • 6. Key Mobile Functionality Synchronization In-depth compression technology allows for the storage ofFor face-to-face customer visits on the go, the an average 0,000 records on 32-MB BlackBerry devices,convenience and speed of a handheld “always on” which can be kept up to date automatically throughapplication can often take precedence over the full over-the-air wireless synchronization whenever the user isfunctionality of a laptop. For some users, the ability within range of their wireless (cellular) network connection.to quickly reference data, update information, and Dropped connections are gracefully recovered, with partialinteractively complete key business tasks in front of records resent upon reconnection.the customer are of greater importance while they aremobile than comprehensive CRM functionality. Users can control when and how often they synchronize their BlackBerry data with the Pivotal main server usingAccordingly, Pivotal CRM provides two solutions: the either over-the-air or in-cradle synchronization. The followingdevice-resident Pivotal Handheld for RIM BlackBerry users synchronization options are available to all end users:and Pivotal Wireless for all other handheld devices. • User-Initiated: The user selects a “Synchronize Now”Pivotal Handheld command;Pivotal Handheld delivers a rich user experience for RIM • Time-Based: Synchronization is initiated at a set timeBlackBerry users in a device-resident application that interval; orallows mobile personnel to seamlessly roam in and out • Changes-Based: Synchronization is initiated after a setof wireless coverage without compromising productivity. number of changes have been loggedOut of the box, Pivotal Handheld includes a base Connecting to the Pivotal Handheld Systemapplication mapped to the out-of-the-box Pivotal CRM and When a user initiates Pivotal Handheld from theirMicrosoft applications. This enables users to: BlackBerry, their wireless gateway service opens a• Update, add, view, and search for company, contact, connection to the Internet. The user request is received opportunity, and activity records by the BlackBerry Enterprise Server, where Mobile Data Service routes the request to the Vaultus Server.• Add notes to contacts, companies, and opportunities• Create and view current meetings, calls, and tasks The Vaultus Server logs into Pivotal Business Server on (to-do items) behalf of the user. Because the Vaultus Server keeps track of the dataset on each BlackBerry device, it is able to• View employee information distinguish between new and updated records, ensuring that• Call or e-mail a contact directly from the contact record only the appropriate data is sent over the wireless network.• Mark key records for quick access Pivotal Business Server generates the appropriatePivotal Handheld can be fully customized using a bundled content, defined by the security module set by thethird-party, GUI-based toolkit in order to add to or modify customer in the Business Module. All forms, as well asUI elements, application flow, client-side business logic, searches submitted by the user, are optimized for wirelessand even custom business objects that have been devices, ensuring user performance levels are met.defined within the main Pivotal CRM system. Pivotal Wireless is an out-of-the-box application designed and built for mobile users who need to reference real-time data and quickly make changes to opportunity information on any wireless device equipped with an HTML or WML micro-browser. It utilizes Pivotal Wireless technology to allow users to: • Search the Pivotal CRM database for contact and information by first name, last name, and company • Search the Pivotal CRM database for company information by company name • View current meetings, calls, and tasks (to-do items) • Add notes to contacts, companies, and opportunities • Add meetings, calls, and to-do’s to Contact, Company, and My Active Opportunities records (wireless HTML devices only) • Dial phone numbers stored in Contact, Company, and Employee records (WML devices only) Pivotal CRM | Technical Overview 5
  • 7. a complete handheld SolutionPivotal Handheld leverages third-party, best-of-breed components in order to create a complete, robust mobile solution: components Bundled in the Pivotal handheld Solution components Purchased Separately Pivotal handheld client application: riM BlackBerry: 8 The Pivotal Handheld application is installed directly on the Research In Motion (RIM) is the leader in corporate mobile e-mail. RIM’s BlackBerry device and can be deployed over the air—there’s no portfolio of award-winning products, services, and embedded technologies are used by thousands of organizations around the world and include the need for IT to perform a hands-on setup. BlackBerry wireless platform and the RIM Wireless Handheld™ product line. The Pivotal Handheld application can be installed on any version of BlackBerry with a color screen and at least 6 MB of RAM. vaultus Server: BlackBerry enterprise Server (BeS): Vaultus specializes in helping enterprises enable mobile access Required for communication with BlackBerry handheld devices. to existing back-end applications, delivering the industry’s most comprehensive data security, as well as enterprise-grade management, integration, and connection capabilities. Vaultus Server is required for managing communications with BlackBerry devices, as well as for customization of the Pivotal Handheld Client Application. Pivotal crM–vaultus connector: Pivotal Business Server: Required to facilitate the exchange of data between the Pivotal Required to manage access to Pivotal CRM data. CRM and Vaultus systems. network/air-Time Provider: Pivotal Handheld works with any third-party provider of wireless network access (such as Cingular, Verizon, or Vodafone), allowing customers to utilize the best provider for their needs.Pivotal wireless Technology accessing Data with Pivotal wirelessPivotal Wireless delivers real-time, secure (HTTPs, with the When a user initiates Pivotal Wireless from a web-enabledability to implement 28-bit SSL certificate) read and write cell phone or PDA, their wireless gateway service opensaccess to Pivotal CRM business logic and customer data. an HTTP connection to the Internet. The Pivotal Wireless Web Server receives user requests and notifies the PivotalCustomers can use the Pivotal CRM Toolkit in conjunction Business Server. The Pivotal Business Server generateswith Pivotal Wireless to create custom applications an XML document (data), with content defined by theto meet any organization’s mobile employee needs. security module set by the customer in the BusinessApplications can be tailored to fit wireless infrastructure Module. Pivotal Wireless then takes the XML documentservices (additional devices, networks, or micro-browsers) and renders it with XSL into HTML or WML for displayavailable in the user’s geographic area. XSL style sheets on the wireless device. All forms, as well as searchesfor a number of popular devices, micro-browsers, and submitted by the user, are optimized for wireless devicesnetworks are provided out of the box. ensuring user performance levels are met.8 BlackBerry Connect™ and BlackBerry Built-In™ devices are not supported. This includes such devices as the Palm® Treo™ 650 and Nokia® 9300. Pivotal CRM | Technical Overview 6
  • 8. Synchronizing Key Information Synchronization of PiM Data Intellisync for Pivotal consists of two components:For fast-paced mobile sales and service personnel,Personal Information Managers (PIMs) are often the • Intellisync for Pivotal Server: Manages requests forapplications of choice for entering, updating, and tracking synchronization between the Pivotal Business Servercontacts, meetings, and tasks. Without a mechanism to and the mobile user’s system.ensure this key information can be shared across the • Intellisync for Pivotal Run Time: Synchronizes Pivotalenterprise, it becomes siloed on users’ devices, leading PIM information with PIM applications (either Microsoftto out-of-date corporate and customer information. Outlook or Lotus Notes) via HTTP. The PIM applicationIntellisync for Pivotal ensures information in individual must be co-located with Intellisync for Pivotal Run TimePIMs is always consistent with the information in the on the end user’s machine.corporate database. Intellisync for Pivotal does not require a constantIntellisync for Pivotal connection to synchronize data. Users synchronize PIM data by connecting to the main Pivotal Business ServerPivotal CRM has licensed Intellisync technology from and manually initiating synchronization from the desktop.Intellisync Corporation to facilitate the management of Intellisync coordinates the batched data transfer betweenoffline PIM data through bi-directional synchronization of Pivotal CRM and either Microsoft Outlook or Lotuscontact, to do, and calendar data between Pivotal CRM Notes—no other user intervention is required.and Microsoft Outlook or Lotus Notes. Intellisync for Pivotal does not support directIntellisync Corp. is a proven provider of synchronization synchronization to PDA. However, users who want to takeand workforce mobility software to virtually all of the their contact, to do, and calendar information with themFortune 000. Intellisync has been helping enterprises can do so by utilizing the synchronization software thatand individuals—especially those who are mobile—keep came with their PDA.critical information up to date since 996. By licensingIntellisync technology, Pivotal CRM joins such Intellisynctechnology partners as Microsoft, AOL, Yahoo!,and Oracle. Pivotal CRM | Technical Overview 7
  • 9. System Requirements for Intellisync for Pivotal client9 requirements Server requirements Operating System(s) • Windows 2000 Professional SP3 • Windows 2000 Professional SP3 • Windows XP Professional SP • Windows XP Professional SP • Windows 2000 Server & Advanced Server SP3 • Windows 2000 Server & Advanced Server SP3 Processor & RAM • 650-MHz Pentium or higher; • 650-MHz Pentium or higher; • 256 MB RAM • 52 MB RAM 0 Software • Microsoft Outlook 2000, XP 2003; or , • Lotus Notes 5.0, 6.0Pivotal Mobile CRM:Ensure Productivity forYour Mobile SalesforceMobile CRM is no longer a luxury for a few high-performance employees; it’s a critical requirement for anyorganization that engages in high-value prospect andcustomer interaction outside the office. Forward-thinkingcompanies are turning to Pivotal Mobile CRM solutionsto close more deals, speed the sales cycle, increasecustomer satisfaction, and improve sales processes.Contact us today at +  877-PIVOTAL to learn moreabout how Pivotal Mobile CRM solutions can help youmeet the increasing mobility demands your companyfaces every day.9 Intellisync for Pivotal works with both Pivotal Windows Client and Pivotal Rich Client, one of which must be installed on the client computer.0 Minimum if installed on same server as Pivotal Business Server. Pivotal CRM | Technical Overview 8
  • 10. For more information or a complete list of our worldwide offices, please visit www.pivotal.com.Copyright © CDC Software 2007. All rights reserved.The CDC Software logo is a registered trademark of CDC Software.