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Cdc crmp hbbr_crm_for_homebuildingandrealestate_us

  1. 1. Pivotal CRM for Home Building and Real EstateCRM That Fits Your Business
  2. 2. “ With tighter integration to our ERP system, Pivotal CRM gives our marketers,salespeople, and customer care employees the comprehensive customer information they need to provide great service—all from a single, easy-to-use system. ” Diana Walker, CIO, WCI Communities
  3. 3. CRM That Fits Your Business Companies in the home building and real estate industries have been through a roller-coaster over the last few years, from tremendous highs to challenging lows. The winners through these challenges have been the companies that understand the need for continual innovation, whether it’s to deal with skyrocketing demand or to survive cuts and leaner times. Forward-thinking firms are looking to strategic technologies such as customer relationship management (CRM) to help them realize the business efficiencies required to continue to grow revenues in any market, recognizing that with market changes come true opportunities to excel. In response to economic challenges, firms in the real to customer relationship management (CRM) to become estate sector can’t rely on market demand alone to more competitive in selling, marketing, and providing drive homebuyers their way. They need to become service to their customers. Whether they process 300 more sophisticated in their marketing efforts, utilizing or 30,000 home sales each year, Pivotal CRM for Home cost-effective online channels to their advantage and Building and Real Estate puts critical relationships at the stretching their marketing dollars further. Similarly, core of their strategy. It offers comprehensive, integrated they need to be more diligent in their pursuit and capabilities that increase insight into operational qualification of the leads they receive, ensuring no lead performance, streamline processes across the company, falls through the cracks and placing more emphasis on and improve responsiveness to customer demands. low-cost nurturing strategies to maintain contact with Whether a company is in the business of financing, leads over the long term. They need systems in place building, selling, servicing, or managing residential or to methodically capture, qualify, and distribute leads to commercial property, Pivotal CRM provides the systems the sales force, and they need to establish structured and infrastructure needed to reduce costs, shorten sales sales processes to ensure sales personnel are using cycles, and increase productivity, while helping create their time as productively as possible. In the wake of customers for life. industry consolidation, they must also manage complex organizational structures with geographically dispersed Firms in the home building and real estate divisions, uniting the entire enterprise in the pursuit of sector are experiencing new pressures to common goals, processes, and information-sharing across increase efficiencies: business lines. • Responding to ongoing market changes As home building and real estate organizations look • Consolidating operations in the wake for growth in a more challenging economy, many of mergers and acquisitions are realizing that their most valuable assets are their • Incorporating their online channels existing customers. With the significantly lower cost into their sales processes of second and subsequent home sales, re-financings, and sales resulting from customer referrals compared • Integrating their systems and operations to standard cost-of-sales, home builders and other enterprise-wide real estate businesses are recognizing the quantifiable In response, they are adopting new strategies to benefits of high customer satisfaction. As such, they are sustain revenue growth and achieve higher levels looking at strategies for maximizing the total lifetime of customer satisfaction: value of their customers. Such an approach requires realignment toward customer-centric organizational • Shifting toward a customer-centric business goals. It requires a commitment to delivering outstanding model to leverage lifetime value post-sale customer care, to maintaining a relationship • Streamlining sales efforts by following with customers throughout their lifetime, and to structured sales processes creating a seamless, branded, and finely tuned customer • Automating time-consuming sales, experience—from first contact though to repeat sale, marketing, and customer care tasks and beyond. • Creating a highly responsive and agile To support new customer-centric business strategies, business through enabling technologies single- and multi-family home builders, property managers, and title and mortgage companies are turning Pivotal CRM for Home Building and Real Estate 3
  4. 4. A Partner You Can Trust Pivotal CRM is a leading suite of customer relationship builders and other real estate businesses. Our end- management software applications, proven by more to-end suite of integrated sales, marketing, service, than a decade of customer success. Pivotal CRM offers and partner applications is designed to make all rich functionality, a full application suite, and best-in- customer-facing departments work in unison to attract, class customization abilities, all with a low total cost of win, and retain profitable relationships. The result is ownership. Through our experiences implementing less customization and integration, leading to lower CRM systems with more than 1,800 customers in over 35 implementation and maintenance costs. countries, we’ve learned how to help firms in the home • Fit unique customer strategies and imperatives: building and real estate industry craft and achieve a CRM Pivotal CRM is the industry’s most flexible, scalable, strategy that gets real, measurable results. We understand easy-to-customize CRM platform. Built on an inherently the industry, and we deliver CRM that fits the needs of flexible three-tier architecture and metadata-driven home building and real estate businesses today—while design, Pivotal CRM is easy to modify, integrate, deploy, offering the flexibility to help them seize the emerging and maintain. The industry-leading Pivotal CRM business opportunities of tomorrow. customization toolkit provides the ability to cost- Our team has worked with the country’s top builders to effectively adjust processes, enabling home building develop a leading enterprise solution for home building and real estate firms to capitalize on unique business and real estate that fits the unique requirements of the processes to reinforce competitive advantage. industry right out of the box, while also offering the • Fit each company’s timeline, budget, and flexibility to customize to individual companies’ needs. expectations: Our commitment to providing CRM The Pivotal CRM team, which includes a professional- extends far beyond our product offerings. We offer a services group dedicated specifically to home building continuum of services designed to help home building and real estate, boasts unrivaled domain expertise and and real estate firms implement, maintain, use, and experience, extended even further through partnerships support CRM at a pace that produces reliable results at with leading firms such as integration specialists Pervasive a lower total cost of ownership. Software and options-management solution Envision by New Home Technologies. Pivotal CRM’s home building In addition to helping companies put customers at the and real estate team members are recognized as subject center of their operations, the Pivotal CRM suite provides matter experts within the industry, regularly called powerful productivity tools that produce measurable upon to offer expertise and best practices by industry business benefits in terms of process efficiency, employee publications and media; a Pivotal CRM representative also collaboration, data accuracy, sales effectiveness, participates in the Technology Workgroup of the National streamlined communications, cost-effective marketing, Association of Home Builders Business Management and and much more. Home building and real estate firms can Technology Committee. deliver a first-class customer experience that distinguishes their company, attracts customers, and strengthens By choosing Pivotal CRM, home building and real estate customer loyalty—while also reducing costs and firms are assured of solutions that: increasing revenues. • Fit specific industry and business processes: Pivotal CRM comprises a full range of software that delivers built-in best practices specific to the most pressing challenges faced by single- and multi-family home4 Pivotal CRM for Home Building and Real Estate
  5. 5. Pivotal CRM: The Solution of Choice across the Home Building and Real Estate Industry Developed in close collaboration with customers and partners, Pivotal CRM for Home Building and Real Pivotal CRM was awarded Best Estate is uniquely tailored to industry best practices. Sales, Marketing, & Customer Forward-looking businesses are investing in technology Service Automation product strategically to support consistent, differentiated and overall IT Product of the customer-facing activities. Pivotal CRM has helped Year at the Innovative Housing companies across the home building and real estate Technology Awards industry deploy optimal CRM processes, helping them realize tangible and quantifiable results that improve operational effectiveness and customer loyalty. Pivotal CRM Customers • S&A Homes • Loreto Bay Management Company • Southern Homes • WCI Communities • Toll Brothers • Intracorp • Wayne Homes • Mercedes Homes • M/I Homes • The Olson Company • CMG Mortgage Insurance Company • The Bonita Bay Group • California Pacific Homes • Savills • Elliott Homes • Centex Destination Properties • 20/20 Properties • Newland Communities • Boca Developers • Schumacher Homes • Irvine Company Pivotal CRM has also been recognized for its outstanding ability to extend the value of Microsoft technologies for customers, earning CDC Software the Partner of the Year Award for Information Worker Solutions Office Deployment on the strength of Pivotal CRM’s integration of Microsoft solutions. “Being a part of thePivotal CRM customer. TheGroup has addedto interact and share our experience as a Pivotal Homebuilder User group allows us tremendous value to experiences with fellow users and industry peers, giving us new ideas and best practices to follow. Beyond that, providing a forum through which we can have a direct impact on the product roadmap proves that CDC Software is itself a truly customer-centric company. ” Toll Brothers Pivotal CRM for Home Building and Real Estate 5
  6. 6. “ In our search for the hottest technologies available to homebuilders, we identifiedtwo key categories; new products that show great potential and products that are already producing very compelling return on investment for forward-looking builders. Pivotal [CRM] is clearly in the latter category—having worked with the nation’s top builders to develop a system that is now making significant improvements in the way they operate their businesses and create life-long relationships with their customers. ” Constructech Magazine “We could probably staff the planned projects we have on the table at half the rate that we would have in the past... Pivotal CRM has really helped in our ability to scale and grow.” Boca Developers
  7. 7. Integrated, Comprehensive, and Highly Targeted to the Needs of the Home Building and Real Estate Industry The award-winning Pivotal CRM solutions for home manage incoming leads to ensure qualified prospects building and real estate are industry-specific solutions are promptly pursued and colder leads are cost- that enable single- and multi-family home builders, effectively nurtured. title and mortgage companies, commercial property managers, and real estate developers to better manage • Streamline the Sales Process: Offer productivity tools relationships throughout the customer lifecycle and that increase sales effectiveness and accelerate the across the enterprise. Designed in collaboration with sales cycle by supporting structured sales processes the industry’s top builders and real estate companies, and centralizing prospect communications, quotes, Pivotal CRM solutions provide functionality that reflects and contracts. the business processes and data models used by the • Deliver Outstanding Customer Care: Give service industry, right out of the box, offering a superior business teams the tools and information they need to log, fit. Built on the highly flexible Pivotal CRM enterprise track, and resolve service issues; maintain ongoing platform, Pivotal CRM solutions can also be easily tailored relationships with customers; and provide consistent, and customized to meet individual companies’ business exceptional post-sales support, backed by a requirements—and quickly adapted to evolving needs. 360-degree view of the customer. Pivotal CRM for Home Building and Real Estate is the With an end-to-end suite of best-of-breed solutions for only comprehensive solution for managing front-office marketing and lead management, sales, and customer home building and real estate operations, empowering care and a proven commitment to home building and real home builders and adjacent real estate businesses to estate, only Pivotal CRM offers the depth of functionality, deliver superior responsiveness and performance. Its domain expertise, and flexibility that companies need to flexible platform allows it to be seamlessly connected gain a competitive edge in the market. Adaptable to the to the entire enterprise, including back-office enterprise needs and budgets of individual firms, Pivotal CRM for resource planning (ERP), construction-management, and Home Building and Real Estate can be implemented in loan origination (LOS) systems. With the right technology phased, manageable steps or as discrete sales, marketing, tools in place, home building and real estate firms can and customer care suites. The combination of industry- accelerate the return on their investment and lower their tailored and custom components, along with the inherent total cost of ownership. flexibility of the Pivotal CRM platform, enables home Pivotal CRM for Home Building and Real Estate provides building and real estate firms to obtain a custom system tools that help firms: without the high cost of in-house development. • Attract and Manage High-Quality Leads: Empower your marketing team to launch sophisticated, multi-wave automated marketing campaigns and “ Firms can cut their implementation length—and budget—by finding an industry-specific edition that comes preconfigured with objects, fields, and reports that they would have to customize in a generic product. ” Liz Herbert, Forrester “The Forrester Wave™: Midmarket Sales Force Automation, Q4 2005,” November 22, 2005 Pivotal CRM for Home Building and Real Estate 7
  8. 8. Attract and Manage High-Quality Leads According to NAHB statistics, 70% of homebuyers use the Focus sales agents on the most web as their first resource when looking for a home. While qualified buyers most builders, recognizing the skyrocketing importance Automate lead nurturing to reduce labour costs. Pivotal of the web to their operations, have established websites CRM allows users to designate the hottest leads for and begun advertising their properties through websites follow-up by the sales force, while channeling such as NewHomeSource and, the truth longer-term prospects into cost-effective—but still is that few have adequate systems in place to properly personalized—lead-nurture campaigns, automatically manage effective online campaigns—or to handle the sending them ongoing communications to build massive influx of leads from online sources. This results relationships and bolster brand equity. These campaigns in poorly qualified leads, inconsistent follow-through, can incrementally qualify prospects until they are ready and missed opportunities. Home builders and title and to be taken on by the sales team, while simultaneously mortgage companies looking to get more out of their educating the buyer, resulting in a shorter, lower-touch marketing budgets—and benefit from the full potential of sales cycle down the road. the web—are turning to Pivotal CRM. Tie marketing efforts more closely to Execute sophisticated, targeted online sales results campaigns Gain insight into the real cost and value of marketing Take advantage of low-cost online communication projects. Pivotal CRM offers reporting tools that help vehicles to broaden marketing reach while also bringing home builders and real estate firms track costs and more precision to marketing efforts, including print revenues on all projects and individual campaigns, direct mail campaigns. Pivotal CRM enables companies generating return on investment (ROI) reports that shed to segment customers and prospects according to light on the most effective use of marketing dollars. The demographic criteria, interests, preferences, region, system also tracks lead sources through the customer and other features, allowing them to target offers, lifecycle, delivering insight into the full lifetime value communications, events, and messaging more effectively, of customers relative to initial lead cost. Marketers can bringing in higher-quality leads. It also provides tools that use this information to hone their marketing efforts, enable marketers to map out and execute complex multi- increasing success rates and campaign value over time. wave campaigns that reinforce efforts at multiple touch- points and automate follow-up and literature fulfillment. Qualify and distribute leads to the right sales • Lower marketing costs by using online channels agent efficiently to their full potential with sophisticated multi- Put the right lead in the hands of the right sales agent wave campaigns at the right time. Pivotal CRM captures lead-qualifying • Focus the sales team’s efforts more profitably on information from prospects and automatically distributes better-qualified leads leads to the right salesperson based on pre-defined criteria, such as region, community, or expertise. The • Automate ongoing communications with system classifies and prioritizes leads for the sales force, longer-term prospects until they’re ready to buy enabling them to focus their efforts more productively to increase revenues. “Pivotal [CRM] provides some of the best marketing capabilities in the midmarket.” Liz Herbert, Forrester, “Midmarket Sales Force Automation Scorecard Summary: Pivotal,” November 22, 20058 Pivotal CRM for Home Building and Real Estate
  9. 9. Streamline the Sales Process In a business such as real estate, where the products being sold are big-ticket items with longer sales cycles, sales productivity is critical. Home builders and real estate • Increase sales productivity using automated firms need to ensure that their sales personnel—whether quote, contract, and home-configuration tools internal sales agents or external brokers—have the • Reduce sales cycles and increase conversion structure and support they need to take the guesswork rates by implementing proven, structured sales out of the sales process and focus their efforts on sales, not methodologies administration. The first step is supplying the sales force with high-quality prospects that are serious about buying. • Gain better insight into homebuyer behaviors as The next step is furnishing sales agents with the tools they well as the sales pipeline need to manage their schedules, communications, and activities for the highest sales impact. Give salespeople the information they need Structure the sales process for to close deals consistent results Empower sales agents by providing true insight into Implement proven sales methodologies across the their prospects. Pivotal CRM makes valuable prospect organization to ensure systematic adherence to best information instantly accessible, including interests, practices. Pivotal CRM supports structured sales preferences, financial data, and all previous contact with methodologies, allowing home builders to consistently the organization, such as marketing touches and visits implement the sales processes that have proven most to other neighborhoods or divisions. This information effective. Modeling the success of the most productive leads to more focused, strategic sales efforts with better- sales professionals maximizes revenue and improves the qualified leads. Management, meanwhile, has full insight efficiency of the entire homebuyer lifecycle. into revenue pipelines for forecasting. Maintain active relationships with buyers Provide a personalized one-stop destination with less effort for all sales activity Ensure thorough follow-up by implementing sales action Centralize sales operations around a critical hub that plans. Pivotal CRM allows sales agents to create account- fits the way salespeople work. Pivotal CRM gives each specific action plans that automatically schedule regular, sales employee a fully customizable dashboard, packed appropriate prospect contact. Additional features allow with productivity tools. As the launching pad for daily team members to assign each other action items and sales operations, this dashboard can be personalized tasks, facilitating collaboration. to list daily activities and task assignments, often-used links, hot prospects, and even third-party data feeds. This convenient tool improves user adoption, increases performance, and enhances salesperson loyalty. Pivotal CRM for Home Building and Real Estate 9
  10. 10. “Pivotal CRM tools are integral to ensuring Wayne Homes maintains market share and profitability in the long term. We have established an extremely cost-efficient automation system for our sales and marketing efforts that will set us apart in a downturn when other companies are searching for ways to save money. ” Wayne Homes Manage sales territories and assign the right Streamline the quote-to-contract process sales teams to each account Shorten the sales cycle by managing and storing Assign exactly the right salesperson or combination of options and quotes within the Pivotal CRM system and team members to each prospect or property. Pivotal CRM progressing them more smoothly to contract closure. allows sales managers to customize sales assignments Pivotal CRM features a built-in financial calculator based on geography, division, specialty, community, that helps sales agents calculate financial scenarios or virtually any other criteria. Complex territory for homebuyers. The workflow templates help sales configurations can be easily realigned in the wake of automatically distribute quotes and contracts to mergers, acquisitions, sales agent or broker departure, management for approval. This results in more accurate and consolidation. quoting and better management oversight, as well as a streamlined contract-creation process that saves valuable selling time, selling homes faster and more efficiently.10 Pivotal CRM for Home Building and Real Estate
  11. 11. Deliver Outstanding Customer Care The next battle in the home building and real estate sector is for customer loyalty. As fewer homebuyers enter the market, home builders and adjacent businesses must • Increase referrals and repeat customers by work harder to retain the customers they have, striving improving customer satisfaction to earn follow-on sales, refinancings, and referrals. • Increase cross-selling potential with better insight The customer experience in its entirety becomes a into homeowner profiles and homesite history critical differentiator in such an environment. Customer satisfaction with post-sales service gains as much • Track and manage service requests for rapid importance as sales technique, demanding that home resolution, while generating audit trails to builders refine their strategy for providing winning manage litigation risk customer care. Give service personnel a 360-degree Administer home inspections and reduce view of the customer warranty costs Ensure every customer receives informed, personalized Manage the home-inspection process consistently using service by putting comprehensive customer information customizable templates to create customer walkthroughs at service agents’ fingertips. By creating a shared and quality inspections. Pivotal CRM enables service repository of customer information for sales, marketing, agents to track itemized scores and follow-up service and customer care teams, Pivotal CRM supplies members requests. Furthermore, it enables service personnel to of each department with insight into customer history— manage service levels and control warranty costs. and future predictors—for faster, more satisfying service, better-targeted post-sale communications, and timely Track and analyze service to understand up-selling and referral incentives. The ability to easily implement automated customer surveys helps monitor causes and metrics satisfaction and uncover new opportunities. Gain insight into the cost, value, and causes of service and warranty activities. Pivotal CRM provides built-in reporting tools that enable home builders and real estate firms to Manage service requests efficiently for high analyze root causes, vendor performance, service-request satisfaction and work-order aging, defect and warranty trends, Fulfill service requests rapidly and seamlessly. Pivotal CRM charge-backs and billable services, and inspection profiles. enables service agents to create detailed service requests, These analyses help home builders manage expenses and including requests that contain multiple service items recover warranty costs from vendors and subcontractors, and work orders, and then easily assign the appropriate as well as spot and respond quickly to trends. tradesperson to the request, leading to quick resolution. When necessary, incident escalation to management is fluid and automated, and it generates a valuable audit trail that maintains a record of homesite history. Pivotal CRM for Home Building and Real Estate 11
  12. 12. Pivotal CRM for Home Building and Real EstateCreate Customers For Life As the only comprehensive, enterprise-class CRM system experience that builds lasting relationships, from the designed specifically to meet the needs of the industry, initial lead through the entire customer lifecycle and into Pivotal CRM for Home Building and Real Estate is the subsequent home sales, mortgages, and refinancing. clear choice for single- and multi-family home builders and other real estate industry firms looking to increase Smart home builders and real estate companies are taking operational efficiency, gain competitive advantage, and immediate action to implement systems and processes meet the challenges of a market slowdown. that can help them meet the challenges of a moderating market and help them continue to thrive. With Pivotal By giving companies a 360-degree view of their CRM, companies can maximize customer satisfaction as customers, Pivotal CRM for Home Building and Real they derive economic value from every customer touch- Estate enables them to achieve insight into customer point, building customer loyalty and creating customers preferences and behaviors that can inform and refine for life. their entire business strategy. Pivotal CRM helps firms precisely manage a consistent and personalized customer Contact a Pivotal CRM representative today to learn more about how Pivotal CRM for Home Building and Real Esate can address your unique needs. Call 1-877-PIVOTAL (1-877-748-6825) or visit us at North America International 2002 Summit Boulevard Pivotal Corporation Ltd. Suite 700 Pioneer House Atlanta, GA 30319 USA 7 Rushmills, Northampton +1 877-748-6825 United Kingdom NN4 7YB +44 (1) 604 630050 Copyright © CDC Software 2010. All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.