2. “ Our Pivotal CRM system is designed to give our salespeople easy-to-use access to
customer and prospect data, inventory levels, quotes, orders, and financial information
relating to each account including sales, profits, margins, and account balances.
All of this information is at their fingertips, even when they’re on the road.
”
Dennis Thomas, Senior IT Manager, Earle M. Jorgensen Company
3. Mobile CRM: a New Perspective
Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the
most deals and are the most direct generators of new revenue. With their undeniable importance to the
bottom line, the mobile salesperson’s productivity is critical. By giving them tools that let them work while
they are on the go—at customer sites, on airplanes, in waiting rooms, or in hotel rooms—companies can
minimize salesperson down-time, maximize selling time, and ensure they are better prepared for each visit.
Meanwhile, enabling mobile salespeople to keep centralized business information continually up to date
assures sales managers of a comprehensive, current view of deal progress, and allows them to be more
effective in facilitating deal closure.
Missed communications mean missed opportunities. Customer-driven business has become
Speed and availability of information are essential to standard industry practice
today’s mobile sales representatives: every lead that CRM systems provide companies with the tools to capture,
comes into the pipeline must be pursued quickly; every organize, analyze, and act on the information generated
salesperson must be equipped with the most up-to- from working with customers. But to get the most out of
date information to stay current with their accounts their CRM systems, companies must take the next logical
and maximize the chance of closing deals in a timely step, moving this valuable information from behind
manner; and every customer expects accurate and rapid corporate walls to the employees in the field—often sales
responses to queries and requests. In this environment, the representatives—who work face to face with customers
availability of CRM applications “whenever and wherever and partners. It is there that information becomes useful—
needed” often means 24/7, around the globe, both inside where customers and prospects value and demand it.
and outside the company.
Availability of information is essential to today’s mobile
Pivotal Mobile Customer Relationship Management (CRM) personnel, who rely more heavily than ever before on
applications provide a range of solutions that ensure a in-depth and up-to-date information on their customers,
sale is never delayed because of limited access to critical prospects, and competitors. Mobile sales teams that can’t
data. By making Pivotal CRM available via laptops and work with their prospect and customer information while
mobile devices—including tablet PCs, PDAs, Web-enabled on the road are at a distinct competitive disadvantage.
phones, and other wireless tools—companies can turn
sales-team down-time into productive time, which
translates into improved effectiveness, new efficiencies,
and increased profits.
“Pivotal CRM’s handling of truly supports the way our employees work. and inconspicuous,
and
mobile data synchronization is very user friendly
”
Jim Greufe, Vice President, Business Partner Team, Farm Credit Services of America
Pivotal Mobile CRM for Today’s Sales Force 3
4. The Business Case for a Mobile CRM Solution
Sales representatives, professional services consultants, • With multiple people sharing responsibility for an
sales managers, and executives are commonly a company’s account, mobile CRM gives mobile sales representatives
most mobile employees, facing the greatest challenges the ability to collaborate from the field. Sales
due to demanding travel schedules and frequent work at representatives can use their mobile CRM access to
customer or prospect sites. Fittingly, then, they are also the collaborate and coordinate activities with the most
users with the most to gain from mobile CRM solutions. knowledgeable colleagues in specialized topics, or with
third-party partners, ensuring the team comes together
effectively to share what they know about an account.
Win More Business—Faster
With their busy schedules and innumerable daily activities,
mobile sales representatives use personal organizers, Bolster Mobile Sales Productivity
mobile phones, handheld devices, and notepads to help Getting in front of customers is difficult enough—so
them manage their day. Valuable data remains locked in valuable customer face-time should be maximized.
these ad-hoc silos, only some of which gets entered into If mobile professionals have access to all relevant
the company CRM system. In critical moments when a information, they can go much deeper into the sales
salesperson engages with a prospect, mobile CRM provides process in a single visit. Being better prepared on a
the ability to access salient pieces of customer information customer call can make the critical difference to sales
that can help resolve bottlenecks in the sales cycle and win success and customer satisfaction. Providing relevant data
more business. such as order status and recent service history on demand
helps salespeople demonstrate account familiarity to
Access to rich information, including contract language, customers and prospects, increasing customer satisfaction
product information, pricing, and availability, allows and helping win new business.
salespeople to respond more quickly to leads, identify
bottlenecks and recover from problems faster, With the ability to access information wherever and
outmaneuver competitors, and give customers the whenever required, sales representatives optimize
answers they want—immediately—accelerating closing face-to-face time with customers, resulting in more
activities and driving higher revenues. focused and successful sales efforts. While at a customer
site, they can respond to inquiries on the spot, increasing
Mobile CRM opens up new opportunities: the quality of customer and prospect interaction, while
• Whether fielding customer inquiries or making reducing the time spent creating and managing an
prospecting calls, office-based personnel can enter account. This helps increase productivity and frees up time
new sales opportunities directly into the CRM system to build relationships with a greater number of customers
and have them electronically routed to mobile sales and prospects.
representatives based on sales territory and product Mobile CRM has a tangible effect on sales productivity:
expertise. With a single global CRM instance using
the same data across the company, mobile sales • Through the personalized Pivotal Dashboard, sales
representatives can receive leads in real time and follow representatives can review and update forecast
up with new prospects immediately. information, even when they are disconnected from the
Internet. For example, they can update the opportunity
• Sales representatives can stay abreast of sales ranking and percentage to close. Not only does this free
opportunities and share information from the field. up time for customers, it ensures sales executives can
With immediate access to up-to-the-minute customer track and report on sales activities and performance
data, sales representatives can quickly search CRM with up-to-date information.
information, record all opportunity-related interactions,
and track opportunity milestones in a single place—
anytime, anywhere—helping to pinpoint bottlenecks
and shortening the sales cycle.
4 Pivotal Mobile CRM for Today’s Sales Force
5. • With customer and account information at their Mobile CRM enhances team performance:
fingertips, mobile sales representatives can review
• As a business evolves, the CRM system tracks every
customer history before meetings and respond
team member touching an account. Activities and
immediately to opportunities or roadblocks in order to
history can be passed to new reps, ensuring account
push each deal forward without delay. With the ability to
information is up to date and comprehensive, and
track customer data in a single location, they can quickly
enabling new sales representatives to seamlessly take
access data that addresses a customer’s questions,
over works in progress without using customer time
increasing sales effectiveness and productivity.
to learn project history.
• Providing sales representatives with the ability to create
• To perform critical sales-management functions, sales
a price quote in real time via a single CRM application
managers and VPs have to rely on their sales force to
enables them to select product and pricing options
input valuable customer and prospect information
and create proposals from the field without requiring
into the CRM system. Because Pivotal Mobile CRM
redundant data entry into other systems. They can
users can easily update opportunity information
quickly complete proposals and send requests for
and tasks from the field, sales managers have
approval to sales managers, allowing them to continue
access to accurate, current deal information such as
working seamlessly while freely roaming into and out of
projected deal size and probability to close, providing
wireless connection areas.
better visibility into pipeline status and employee
• Sales representatives can quickly and easily track tasks performance against quotas.
and activities, manage and schedule appointments,
• From the field, sales representatives can have
assign tasks to other users, and set up notifications and
quotes approved by managers before they become
alerts after each visit, eliminating a trip back to the office
contracts. The quote automatically appears on the
at the end of the day to sync systems.
manager’s dashboard, and Pivotal CRM enables
managers to approve, reject, or modify price quotes.
Improve Business Collaboration Sales managers can approve requests immediately,
In a mobile enterprise, the office is everywhere. The ability even if they are traveling themselves, thereby
to access CRM data via mobile technologies enables eliminating administrative roadblocks.
workers to connect and interact with the office, as well as
share critical data on customers, orders, and inventory from
the road. By providing mobile sales teams with the proper
tools, businesses can streamline and optimize operations
while maximizing customer satisfaction and loyalty.
Seamlessly connecting the office and a high-performing
field team optimizes synergy and results in flawless
execution, lower service costs, and greater profits.
With access to the full resources of the company through
mobile CRM, sales users can share information and
collaborate with experts throughout the enterprise on
sales deals, such as sales managers, the legal team, and
product management. With greater visibility, front-line
sales users have an invaluable competitive edge that
improves sales-team performance, sharpens forecasting
accuracy, and ultimately increases revenue.
Pivotal Mobile CRM for Today’s Sales Force 5
6. Solutions For Your Mobile Workforce
Sales professionals have different needs depending on Pivotal Handheld maximizes sales productivity and
their responsibilities, preferences, and work styles. Some effectiveness by providing mobile sales personnel
rarely work out of the office or away from the corporate with access to the information they need, whenever
network; some require in-the-field access to complete and wherever they need it. Customer accounts can
sales functionality and customer information from their be updated at any time, allowing mobile users to take
laptops; and some need real-time access to live data. advantage of breaks between customer meetings to
Pivotal Mobile CRM has a solution to support each of update data while the details are still fresh, instead of
these requirements and more—giving sales users access having to spend extra time at the end of their day.
to the information they need, when they need it, and
ensuring that a sale is never delayed because of limited
Pivotal Wireless
access to critical data.
Key business functionality for mobile personnel equipped
With different solutions to address the wide range of with cell phones or web-enabled PDAs
ways mobile personnel prefer to work, Pivotal Mobile
CRM allows the creation of a mobile strategy that fits Pivotal Wireless delivers an out-of-the-box application
each organization’s unique needs. that enables alerting as well as real-time read and write
access to critical information stored in the Pivotal CRM
database from wireless devices such as cell phones and
Pivotal Mobile Client web-enabled PDAs.
100% offline functionality for mobile personnel who act in
a consultative role Pivotal Wireless lets sales representatives access
enterprise information and seize sales opportunities
Pivotal Mobile Client provides mobile users who are faster. Whether visiting a customer site, waiting for
away from the office for extended periods of time with a connection at the airport, or traveling to the next
complete access to full, rich Pivotal CRM functionality. appointment, mobile users are only a click away from the
Pivotal Mobile Client offers the same, familiar Pivotal information they need to effectively conduct business.
CRM interface, designed to run on a laptop—anytime, By providing access to relevant customer intelligence,
anywhere. Users can take advantage of read/write companies enable their mobile users to maximize their
access to data, product catalogs, complex product effectiveness and responsiveness to customer needs.
configurations, and quote-creation features while offline
at the customer site, and then synchronize the system
when they are online, ensuring that they have the latest
data and that the data they have updated in the field
gets propagated throughout the organization.
Pivotal Handheld
Key business functionality for mobile personnel who
engage with customers on the go
Pivotal Handheld is a device-resident application that
provides continuous rapid access to key information
on a BlackBerry® or Windows Mobile device, regardless
of wireless network access, bandwidth, or quality of
connection, letting salespeople review comprehensive
information immediately prior to meetings—or even
during the meeting, checking off options with the
customer at each stage of the sales process.
6 Pivotal Mobile CRM for Today’s Sales Force
7. A Mobile CRM Solution that Addresses the IT Challenge
The growing needs of mobile workers are outpacing the Customize to Meet User Needs
ability of IT departments and corporate infrastructures to Pivotal CRM’s mobile solutions can be customized to
support them, resulting in significant business-continuity match the customized in-office system. In many cases,
and performance issues and lost business opportunities. this is as straightforward as deploying the customized
In addition to needing IT support, mobile and wireless system to the mobile laptop or tablet PC, or using a
technologies are often associated with rising costs, security graphical toolkit to implement customizations that reflect
concerns, and device-management issues. The imperative the key business functionality mobile users require.
now is to optimize the mobile workforce and leverage
new and existing investments in mobile technologies to
minimize the burden on IT departments, infrastructure, Ensure Data Security
and resources. The good news is that companies can Pivotal Mobile CRM solutions help companies comply
centralize and simplify mobile access while satisfying with established company security levels, as well as
different user needs, ensuring the right applications and those imposed by industry rules and regulations.
communications get to the right people. Depending on the specific Mobile CRM solution, the
Pivotal CRM team offers one or more of the following
IT managers and CIOs are tasked with driving and security features: application authentication and/or
supporting key business initiatives, while at the same time security-policy enforcement, to ensure the mobile user
containing costs. Accordingly, when it comes to supporting can only access the data they require; data encryption to
mobile CRM requirements, ensuring return on investment protect data; and remote device-kill technology, to ensure
(ROI) is top of mind for IT managers and CIOs . A Pivotal that sensitive data is deleted before it can be accessed by
Mobile CRM solution offers a cost-effective way to extend unauthorized persons.
the ROI of in-office Pivotal CRM implementations.
Deploy With Ease
Increase User Adoption Pivotal Mobile CRM solutions uniquely offer not only data
Utility and usability drive usage. Offline capabilities give synchronization, but also application synchronization,
mobile personnel the ability to access and input data to ensure mobile personnel are always operating with
into the CRM system, whenever and wherever required, the latest customer and account information, as well
regardless of network presence, bandwidth, or quality. as the latest Pivotal CRM system changes, updates, and
The result is a highly responsive application that allows maintenance releases. This eliminates the need for mobile
mobile workers to have seamless access to their customer users to periodically return to head office for application
information presented in a rich UI, driving user adoption. updates.
Decrease the Cost of Mobility
Pivotal Mobile CRM supports a wide range of devices,
from cell phones to PDAs to laptops, allowing companies
to choose the most appropriate solution for their budget
and needs. Data access costs are contained by storing the
application and data locally on the user’s mobile device,
thereby drastically reducing the amount of wireless
data traffic. Users can work throughout the day without
incurring any wireless data-access charges and then quickly
synchronize their data when required.
Pivotal Mobile CRM for Today’s Sales Force 7
