Pivotal Upgrade Services can help organizations successfully upgrade their platform, access methods, and applications. The benefits include accelerating implementation timelines and costs, reducing risks, and managing complexity. Pivotal Upgrade Services draws on tools, methodologies, and expertise to deliver a predictable and low-risk upgrade that protects existing customizations. Considerations for a successful upgrade include identifying customizations, integrating systems, assessing performance demands, understanding data models and architectures, determining integration efforts, and preparing users.

1. Platform, Access Method, and Application
Upgrade
Plan a successful platform, access method, and application upgrade
with Pivotal Upgrade Services
The benefits of upgrading with Pivotal Quickly adapting to changing business demands is an organizational
Upgrade Services:
imperative; adaptive enterprises must facilitate quick moves and
• Accelerate implementation: Shortens reactions with flexible technology that supports their objectives. Too
the overall time and cost to implement
often, however, the time and cost required to upgrade technology
• Reduce risk: Draw on services, stands in the way of business agility.
tools, and a phased methodology
for a predictable outcome For the thousands of organizations that use Pivotal CRM technology, continuously keeping up with
• Manage complexity: Benefit from the latest platform and application enhancements is an important step in that process. Businesses
experience gained through hundreds wanting to upgrade their existing two- or three-tier implementation can quickly benefit from higher
of implementations levels of productivity with the enhanced platform capabilities and functionality delivered in the
latest application suite.
To learn more about Pivotal Upgrade
Services, contact your Account Manager To get the most out of the technology, customers considering an upgrade should take a number
at +1 877-748-6825 or of issues into account:
accountmanagement@pivotal.com.
• Making a smooth transition, whether from a two- or three-tier implementation
• Managing the complexity of upgrading customizations and data
• Developing new customizations on a three-tier implementation
• Determining the level of integration that should be targeted
• Delivering the performance and flexibility business users demand
• Completing the upgrade within strict deadlines or with limited resources
Pivotal Upgrade Services brings together the tools, methodologies, and expertise necessary
for a predictable, low-risk upgrade that protects your customization investment. We can help
to identify existing customizations and replicate them in the new implementation, providing the
quickest way to gain from new functionality delivered in the latest platform and applications.
We dramatically reduce the upgrade effort by allowing for the incorporation of new functionality
into existing customizations.
Learn how Pivotal Upgrade Services can help your company successfully transition to
the most up-to-date features and functionality, available in the latest Pivotal CRM family
of products.
Pivotal CRM | Pivotal Professional Services

2. Why Upgrade to Pivotal 5.9? The Pivotal 5.9 CRM Opportunity
Empower your sales force by giving them
access to key Pivotal CRM functionality Moving to the latest version of the Pivotal CRM platform and applications provides
on their RIM BlackBerry® and ensuring exceptionally low total cost of ownership (TCO), ensuring businesses can quickly
their PIM-based contacts, tasks, and customize, integrate, and deploy a solution to match their current and evolving
calendar information are always up to business needs. Whether you implement one module at a time or the entire suite,
date within Pivotal CRM. Pivotal CRM can help you drive productivity and user adoption by giving mobile
• Expand market reach by leveraging sales, marketers, integrators, and customizers new and enhanced ways to solve
SMS support and letting users enroll their their business problems.
customers and prospects directly into
marketing campaigns New and Enhanced Functionality
• Encourage wider CRM usage Pivotal 5.9 delivers a RIM® BlackBerry®–resident Pivotal application for sales professionals on the
by taking advantage of dramatic go; enhanced multi-channel marketing for more personalized communications; more standards-
usability enhancements and new based options for integrating Pivotal CRM with other enterprise technologies; and more ways to
user-interface capabilities tailor the Pivotal CRM user interface to your specific business requirements.
• Reduce the cost and complexity
of integration with improved Mobility
integration tools, including the new Pivotal Handheld Pivotal Handheld enables mobile sales personnel to access key customer
Web Services generator data and sales functionality on BlackBerry® Wireless Handheld™ mobile
devices, regardless of whether a wireless network connection is available.
• Optimize your implementation by
Give your most valuable resources the ability to update their accounts and
giving customizers more control over
schedules whenever and wherever required, improving productivity and
the user interface and greater flexibility shortening the sales cycle.
to adapt to user demands
Server-Based PIM Pivotal CRM provides both Pivotal Windows Client and Pivotal Rich Client
Synchronization customers with easier, more flexible PIM synchronization and improved
mobility. Intellisync for Pivotal 5.9 facilitates better mapping between PIM
information and custom fields in the Pivotal CRM database, and it enables
automated server-to-server synchronization of the local database with the
main Pivotal CRM system.
Marketing
SMS Support Pivotal MarketFirst users can now deliver communications via short message
service (SMS) directly to customer and prospect cell phones, offering greater
flexibility in delivery channels and user preferences.
Pivotal–MarketFirst Pivotal CRM users can now enroll contacts in MarketFirst campaigns and
Contact Integration view interactions of enrolled contacts within campaigns. This feature enables
sales users to enroll their prospects directly into the most appropriate
campaigns and monitor their response.
Call Scripting Pivotal Call Scripting is a full suite of easy-to-use script-authoring and
execution tools that significantly expands the capabilities of your Pivotal CRM
system. Ensure process and messaging consistency by scripting incoming
and outgoing calls for telemarketing, sales, and customer service roles,
devising sophisticated branching logic to prompt various responses and
courses of action. Profit from greater consistency, control, and efficiency in
your prospect and customer interactions.
HTML-Based Pivotal CRM users of LetterExpress now have the option to send
LetterExpress communications in HTML format, offering greater flexibility in the provision of
rich content.
Integration
Interaction Connector PICUE offers an open, vendor-agnostic, and fully documented interface for
– Universal Edition building integration between Pivotal and any telephony device (e.g., ACD,
(PICUE) PBX, IVR, etc.) and/or customer interaction management system (e.g., i3’s
CIC,® Cisco,® IPCC, etc.)
XML Integration The XML Integration Connector provides support for Unicode, BizTalk®
Connector 2004, XSD schema generation, and transaction rollback. It offers
improved performance and scalability and improved resubmission
and logging capabilities.

3. Web Services Pivotal’s Web Services generator allows any Pivotal CRM business object to
Generator be exposed and/or consumed as a Web Service, streamlining Web
Services-based integration projects.
Usability & UI Enhancements
Web Segment Customizers can now embed web pages in any form, allowing them to insert
useful web resources wherever they will be
most useful.
Tree Control Tree Control allows the display of related elements (e.g., who reports to
whom within a company; whether companies are parents, subsidiaries,
branch offices, etc.) in a hierarchical “tree” format, providing at-a-glance
views of the relationships within and between companies.
Search Results List The results of complex custom queries can be displayed directly in the
Segment Pivotal SmartPortal, increasing personalization options and user adoption.
Previous/Next Record Users can now navigate between records with a single click, saving time
when reviewing multiple records.
Recent Items Users can quickly and easily view and select the last few forms, records, or
other items they have recently accessed, adding convenience.
Pivotal CRM | Pivotal Professional Services

4. Technical and Operational Considerations
What does moving to the enhanced platform capabilities and functionality
delivered in the latest application suite mean for your infrastructure? Upgrading
to the latest platform and applications involves identifying existing customizations
and bringing them over to the new implementation. It also requires identifying
the differences between your current implementation and the new functionality
delivered in the latest products, allowing for the incorporation of new functionality
into existing customizations.
Pivotal Upgrade Services can help prioritize and move your customizations, as well as integrate
your system inside and outside of your organization, while protecting your company’s most valuable
asset—your data—and all of the customizations that give it momentum in your organization.
Determining Performance Demands
What are your workflow demands? Upgrading the Client and/or adding a Pivotal Business Server™
will not grant access to the new functionality in the latest version of Pivotal CRM applications or
CMS. In order to take advantage of Pivotal CRM features, you must upgrade to:
• Pivotal Rich Client 5.9
• Pivotal Business Server 5.9
• Pivotal CMS 5.9 (to take advantage of new features such as Pivotal Handheld
and Call Scripting)
• Microsoft Office 2003, and
• Microsoft Internet Information Services (IIS)—the foundation of Pivotal CRM’s
high-performance, web-based CRM applications
Pivotal Upgrade Services will review current hardware to ensure it meets the minimum
system requirements.
Understanding the Data Model: Flexible CRM Architecture
What’s the advantage of Pivotal CRM’s platform? Thanks to an adaptive, flexible infrastructure, you
have more power to “scale up” and leverage Pivotal CRM’s platform to:
• Realize cost-savings through a standards-based three-tier architecture that’s
easy to rapidly customize, configure, and deploy
• Make customizations to workflows and continue to make modifications when
business needs change
• Enhance interoperability with other business systems by introducing
Internet-based standards
The latest Pivotal CRM products support a three-tier architecture that features independent
layers for presentation services, business services, and data services. This architecture enables
organizations to save substantial time and resources by centralizing application customization,
development, and maintenance at the middle tier.
Pivotal CRM | Pivotal Professional Services

5. Applications
Rich Client Thin Client Wireless Client Windows Client Mobile Client
Presentation Services Tier
(Client Tier)
Browser-based Clients
Clients
Web
Server Pivotal
MarketFirst Server Intellisync for Pivotal Connectors
Business Services Tier
Pivotal Interaction Connectors
Pivotal Toolkit
Pivotal Integration Connectors
Pivotal
Administrator
Pivotal Pivotal
Pivotal Tools Extended Business Pivotal Connectors
Servers Server
Data Services Tier
Business Module Enterprise Data
Figure 1: Pivotal 3-tier CRM Architecture
If you run a Windows environment, when you make the decision to upgrade to the latest
Pivotal platform and applications, you should consider both the skills available to assist in the
implementation and the performance demands of the new system. Because the business logic
can run on the middle tier, porting Application Server Rules (ASRs) may require a Visual Basic
specialist to fine tune the three-tier model. As well, system optimization should be revisited to
reach the highest level of performance.
Presentation Services Tier
Pivotal CRM offers feature-rich, interactive transactional support in a self-installing, self-
administering, self-maintaining client that has the intelligence to perform appropriate levels of
client-side processing to increase performance and allow for variation in user-level customization.
Business Services Tier
At the middle tier lies the Pivotal Business Server, an XML-based, three-tier transaction-processing
platform. This tier receives input from the presentation services tier, interacts with the data services
tier to perform data-level transactions, and sends results back to the presentation tier. The
Pivotal Business Server enables support for customer and partner self-service, as well as e-mail
integration, Pivotal Handheld, and research services.
Data Services Tier
The data services tier works the same way for both Pivotal Windows and Pivotal Rich Client,
storing and retrieving data and metadata collected in the Business Module (BM) and Enterprise
Customer Data (ED) database.
Mixed-Mode Environment
Running in a mixed-mode environment comes with several benefits. You can retain all of your
Pivotal CRM applications currently in place, while incrementally implementing and deploying
functionality offered by Pivotal CRM’s latest products without disrupting current business. You
also have the option of testing our three-tier architecture without having to commit to a three-tier
migration. In this way, Pivotal Windows Client customers can use existing Pivotal Sales/Service
business rules to bring Pivotal eService and ePartner online, and then use the experience gained
in creating three-tier customizations to migrate two-tier versions of Pivotal Sales and Pivotal Service
to three-tier. Without the “big-bang” approach, you can incrementally migrate each application
from two-tier to three-tier, taking it at a pace that suits your business.
Pivotal CRM | Pivotal Professional Services

6. Presentation
Mobile Mobile (Workflow)
Wireless Rich Windows Rich Windows
eService ePartner Client Client Client Client Client
Application
(Rules and
IIS IIS
Services)
XML XML IIS
Pivotal Pivotal
Business SyncStream
Server
Pivotal
Integration
Engine Data
Internet
LAN
RAS/VPN
ERP Pivotal Data
Figure 2: Mixed-Mode Deployment
Numerous access methods and architectures may coexist in this deployment. Figure 2 shows how
customers, partners, and employees are served with a single Pivotal CRM/PRM solution through
the n-tier architecture, providing support for rich Win32 UI, wireless, and “thin” browser-based
access for other users.
Determining the Level of Customization
Which of your current customizations must be retained? The platform and applications upgrade is
typically straightforward. Even if you have a heavily customized system, all of your customizations
can stay exactly the same—they easily transport into the new system.
Pivotal Upgrade Services offers an efficient way to move your customizations. First, we utilize
the Pivotal CRM Toolkit, which includes the CMS Compare Utility, designed to determine the
differences between your current and target upgrade CMS, facilitating the transfer of previous
customizations. These files help minimize the tasks involved in the upgrade process: there’s no
need for line-by-line manual comparisons, no need to create transport files, and no need to rewrite
customized business objects.
Transferring customizations is simple, but it can only take you so far. Pivotal Professional Services
can help you to identify which customizations are dated, which ones need to be retained, and
which should be created as you move forward. Where possible, Pivotal Upgrade Services may
replace custom functionality with the new standard functionality in the latest versions of the product.
Decisions regarding duplicate customizations need to be thoroughly analyzed and evaluated.
Although customizations are easily handled and transported in the upgrade, you may want to
review your business objects and application server rules (ASRs) to ensure they provide the
desired functionality. Any new custom workflows are created using Visual Basic scripting or .NET
languages such as C# and Microsoft Visual Basic .NET.
Determining the Integration Effort
How integrated is your business now? If you’re integrated to a great degree, your upgrade may
be a little more challenging.
Pivotal Business Server supports both Enterprise Application Integration (EAI) and
Business-to-Business integration (B2Bi), providing a set of tools, an integration interface,
and a configuration client.
Pivotal CRM | Pivotal Professional Services

7. Pivotal CRM integration capabilities support open internet standards, middleware, and web
services, facilitating the seamless, bi-directional exchange of data and process integration
between Pivotal CRM and third-party applications using HTTP. It also supports XML- and SOAP-
based web services, providing a complete set of integration options. Finally, it can execute OLE
Control Extension (OCX) components, which means that it’s backwards compatible with existing
Windows integrations.
Pivotal CRM’s new products include all the integration capabilities of previous releases and more.
Existing integrations based on previous versions of Pivotal CRM’s integration-product suite should
continue to perform as expected after the appropriate product upgrade/migration steps have
been completed.
Pivotal CRM | Pivotal Professional Services

8. Social Considerations
How easily will your organization adapt to change? You may need to factor in
training for your administrators and end users.
Customizing the User Interface
Do your employees personalize their Windows client? The Pivotal SmartPortal is the primary
interface for users to interact with the Pivotal CRM system. Users can pick and choose information
from the Pivotal CRM system—information that’s important to them—thereby personalizing their
workspace in order to work faster and smarter.
Pivotal CRM delivers a documented SmartPortal plug-in API that allows customizers with Visual
Basic skills to extend the out of the box SmartPortal functionality by creating “portlets.” In this
way, customizers can quickly and economically provide users with both internal and external data
feeds—everything from a current list of critical SIs to warehouse inventory checks to back-end
financial data and in-context news feeds—creating a true corporate portal: a single point of access
to all relevant data that drives user adoption, productivity, and efficiency.
Leveraging Real-Time Mobile Technology
Have you deployed Pivotal Mobile Sales? Pivotal CRM brings major enhancements to our best-in-
class Pivotal Mobile Sales solution by allowing mobile employees to work offline just as they would
work online (same UI; same functionality). It also delivers Microsoft Outlook integration, allowing
your mobile sales force to increase their productivity and efficiency by creating and managing their
e-mail while offline. And with Pivotal Handheld, users are able to access key Pivotal CRM data on
their RIM® BlackBerry® handheld devices.
Optimizations of the synchronization algorithm have resulted in quicker sync times. As well,
new administration tools increase the reliability of mobile systems, while lowering administration
costs. Administrators benefit from more diagnostic tools, streamlined installation procedures,
silent-install support, and new administrator views that allow at-a-glance mobile-client diagnosis
of issues. These enhancements, including automatic synchronization of data changes in the
background, allow you to expand your existing mobile deployments without the need for more
administrative resources.
Providing Training
Will your end-users and administrators require any training? Pivotal Education provides a number
of training courses for customers who want to ensure their administrators and users understand
how to take advantage of the new features and functionality associated with the latest versions of
Pivotal CRM products.
Please refer to the Pivotal CRM Customer Portal (http://login.pivotal.com) for an up-to-date menu
and description of current course offerings (login required).
Pivotal CRM | Pivotal Professional Services

9. Upgrade Services from Pivotal Professional Services
Pivotal Professional Services can help plan and implement a successful upgrade to
the latest platform and applications. We will work with you to analyze your business
needs—finding the most efficient way to represent needed functionality. We can
work with you to preset ROI targets from the outset. And because we know the
platform and work directly with Pivotal CRM R&D, we can best ensure your system
is operating at peak performance.
Optimizing the Upgrade
Pivotal Upgrade Services helps companies ease the move to the latest platform and applications.
We bring together the tools, methodologies, and expertise necessary for a predictable, low-risk
upgrade. This program can help reduce the cost and time to complete the transition, manages
the complexity of transporting customizations and data, and accelerates the ability to drive
business results.
Pivotal Upgrade Services ensure predictable costs, backed up by fixed priced proposals that
minimize risk. Pivotal CRM consultants have years of experience providing successful upgrades to
hundreds of Pivotal CRM customers in many industries, accelerating the time to full user adoption
and ensuring successful knowledge transfer.
For more information about Pivotal’s Upgrade Services, North American customers can contact
their Account Manager at +1 877-748-6825 or accountmanagement@pivotal.com. International
customers should send an e-mail to professionalservices@pivotal.com.
Assessing the Effort
How quickly can the upgrade take place? When it comes to upgrading your current Pivotal CRM
implementation, there are numerous details and options to consider. Though it depends on
whether there is a need to create new customizations, on average upgrading takes 250 hours.
Once the project goal has been determined, Pivotal Upgrade Services can help you identify which
customizations are dated, which should be retained, and which have already been addressed by
the new features and functionality available in the latest versions of our platform and applications.
You will receive a complete report of the functions to be migrated, along with an upgrade project
plan and a comprehensive statement of work for the effort.
Using a Proven Methodology
What steps streamline the upgrade? Pivotal CRM’s Solution Development Centers help companies
reduce the cost of upgrading, including costs for any development and customization. Our
Solution Development Centers provide an unrivaled combination of customization tools and
development experience, as well as a dedicated project environment. Through them, you receive
our full expertise and best practices, along with the skills and tools necessary to deploy and test
your Pivotal CRM system in only four weeks.
4-Step Migration Process
Step 1: Create RTR File
• Determine CMS Version
• Set up three systems on the Test Server
• Run the CMS Compare Utility
Step 2: Upgrade the ANM, DSM, and OSM services on master and satellite computers
Step 3: Upgrade Pivotal software on LAN and mobile workstations
• Uninstall r99 client and reinstall new Pivotal client
Step 4: Upgrade Pivotal CRM software on mobile workstations or send out Rich Client link
• Restore the customization module
• Roll out the backup system
• Import transporter file
• Apply customization changes
• Upgrade from offline
Pivotal CRM | Pivotal Professional Services

10. Determining License Requirements
Does anything change from a licensing perspective? For the vast majority of customers, existing
licenses can be converted in a simple, straightforward manner, without requiring the purchase of
new licenses. The Pivotal Business Server license is free of charge to those customers with current
maintenance and support contracts.
Thinking About the Future
You hear a lot of talk about business agility, but what does this really mean? Business agility requires
a flexible, adaptive CRM infrastructure that allows your business to manage, control, and optimize
the impact of change.
Businesses planning for tomorrow have a unique window to gain a competitive advantage by
extending the bounds of the enterprise—by ensuring employees in the field, local partners’ reps, and
suppliers’ warehouses, anywhere in the world, can seamlessly interact to drive new business.
Microsoft’s .NET platform provides the ability to adapt at the pace of business change by quickly
building, deploying, and connecting secure, manageable solutions. Businesses can take advantage
of Microsoft .NET’s Smart Client and web services capabilities, as well as a new programming
framework that translates into greater developer productivity, greater system interoperability, and
the ability to break down barriers to business between business users.
Pivotal CRM is adopting the .NET technology stack. Pivotal CRM products are being designed to
improve visibility of the customer across the extended enterprise by making CRM data available to
all systems and users, independent of location, device, and connection. Pivotal CRM customers
have begun to benefit from Microsoft’s .NET platform for developing, integrating, and deploying
applications.
Web services is the key to ensuring interoperability between disparate systems, both within and
beyond traditional enterprise boundaries. By embedding standards-based web services within
the Pivotal CRM platform, Pivotal CRM users can cost-effectively facilitate interaction between
customers, partners, and the supply chain.
Our next enabling platform—Pivotal 6.0—will be highly flexible, leveraging Microsoft’s Smart Client
and Visual Studio IDE. It will offer built-in Web Services to integrate with front-office, back-office,
and legacy applications. Pivotal 6.0 is currently expected to be made available to customers for
investigation and new deployments in the first half of 2007.
Pivotal Professional Services
Pivotal CRM 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 us at 1-877-748-6825 or accountmanagement@pivotal.com. Customers outside
of North America should send an e-mail to professionalservices@pivotal.com.
Take the Pivotal Step with Platform, Access Method, and Application Upgrade
Contact a Pivotal CRM representative today to learn more about how we can address your unique needs. Call +1 877-PIVOTAL (1-877-748-6825)
or visit us at www.pivotal.com.
Copyright © CDC Software 2007. All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.