Fresh start upgrade


Published on

Pivotal Upgrade Services helps companies move to new Pivotal CRM products.

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Fresh start upgrade

  1. 1. Fresh Start Upgrade Start Fresh with the Latest Pivotal CRM Platform and ApplicationsThe benefits of upgrading with Pivotal Sometimes a fresh start is good for you. Your business has likelyUpgrade Services: faced significant changes since you first deployed your CRM solution,• Accelerate implementation: Shorten whether through a merger or acquisition, the introduction of new the overall time and cost to implement processes and workflows, or the adoption of new business models that• Reduce risk: Draw on services, embrace innovative ways of interacting with your customers. It might tools, and a phased methodology for a predictable outcome be time to consider starting afresh with a new CRM solution that fits• Manage complexity: Benefit from your current business realities. experience gained through hundreds Business doesn’t hold still—and to keep up, companies have to adopt new ways of working. of implementations Employees expect to be more mobile. Customers expect 24x7 self-service. The Internet is alwaysTo learn more about Pivotal Upgrade open, and everyone can connect to everyone at any time.Services, contact your Account Manager Businesses that have outgrown their CRM system and the customizations that support their uniqueat +1 877-748-6825 or way of doing business should consider a fresh look at their CRM objectives. In some cases, all-new CRM deployment may be the most cost-effective way to take advantage of the capabilities offered on the latest Pivotal platform. Customers considering a fresh start must take a number of issues into account: • Installing a brand-new system and effectively migrating data • Determining the level of integration and customization that should be targeted • Developing new customizations that follow best practices • Delivering the performance and flexibility business users demand Pivotal Upgrade Services helps companies move to new Pivotal CRM products. Following our Rapid Productivity Methodology (RPM), we provide complete implementation services—with predictable results. We can help you reduce the cost of completing the installation, manage the complexity of creating customizations and migrating data, and realize the full potential of your software with speed and efficiency. 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. 2. Why Upgrade to Pivotal 5.9? The Pivotal 5.9 CRM Opportunity• Empower your sales force by giving Moving to the latest version of the Pivotal CRM platform and applications provides them access to key Pivotal CRM exceptionally low total cost of ownership (TCO), ensuring businesses can quickly functionality on their RIM BlackBerry® and ensuring their PIM-based contacts, customize, integrate, and deploy a solution to match their current and evolving tasks, and calendar information are business needs. Whether you implement one module at a time or the entire suite, always up to date within Pivotal 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 business problems. their customers and prospects directly into marketing campaigns New and Enhanced Functionality Pivotal 5.9 delivers a RIM® BlackBerry®–resident Pivotal CRM application for sales professionals on• Encourage wider CRM usage the go; enhanced multi-channel marketing for more personalized communications; more by taking advantage of dramatic standards-based options for integrating Pivotal CRM with other enterprise technologies; and usability enhancements and new more ways to tailor the Pivotal CRM user interface to your specific business requirements. user-interface capabilities• 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. Web Services Pivotal CRM’s Web Services generator allows any Pivotal CRM business Generator object to be exposed and/or consumed as a Web Service, streamlining Web Services-based integration projects. Pivotal CRM | Pivotal Professional Services
  3. 3. Usability & UI EnhancementsWeb 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 theSegment 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. 4. Technical and Operational ConsiderationsWhat does moving to the enhanced platform capabilities and functionality deliveredin the latest application suite mean for your infrastructure? A fresh start involvesre-implementation of previous customizations on the new Pivotal platform,decreasing the cost of maintaining and updating legacy customizations; ultimately,this is more cost-effective than upgrading. To fully reap the benefits of the latestPivotal CRM platform and applications, there are myriad things you must considerto quickly and cost-effectively meet your business’s evolving needs.Pivotal Upgrade Services can help prioritize and re-implement your customizations, as well asintegrate your system inside and outside of your organization, while protecting your company’smost valuable asset—your data.Determining Performance DemandsWhat 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 orCMS. 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’s high-performance, web-based CRM applicationsPivotal Upgrade Services will review current hardware to ensure it meets the minimumsystem requirements.Understanding the Data Model: Flexible CRM ArchitectureWhat’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 Applications Rich Client Thin Client Wireless Client Windows Client Mobile ClientPresentation Services Tier(Client Tier) Browser-based Clients Clients Web Server Pivotal MarketFirst Server Intellisync for Pivotal ConnectorsBusiness Services Tier Pivotal Interaction Connectors Pivotal Toolkit Pivotal Integration Connectors Pivotal Administrator Pivotal Pivotal Pivotal Tools Extended Business Pivotal Connectors Servers ServerData Services Tier Business Module Enterprise DataFigure 1: Pivotal 3-tier CRM Architecture Pivotal CRM | Pivotal Professional Services
  5. 5. The latest Pivotal CRM products support a three-tier architecture that features independentlayers for presentation services, business services, and data services. This architecture enablesorganizations to save substantial time and resources by centralizing application customization,development, and maintenance at the middle tier.If you run a Windows environment, when you make the decision to upgrade to the latest PivotalCRM platform and applications, you should consider both the skills available to assist in theimplementation and the performance demands of the new system. Because the business logiccan run on the middle tier, porting Application Server Rules (ASRs) may require a Visual Basicspecialist to fine-tune the three-tier model. As well, system optimization should be revisited toreach the highest level of performance.Presentation Services TierPivotal 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-sideprocessing to increase performance and allow for variation in user-level customization.Business Services TierAt the middle tier lies the Pivotal Business Server, an XML-based, three-tier transaction-processingplatform. This tier receives input from the presentation services tier, interacts with the data servicestier to perform data-level transactions, and sends results back to the presentation tier. ThePivotal Business Server enables support for customer and partner self-service, as well as e-mailintegration, Pivotal Handheld, and research services.Data Services TierThe 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 EnterpriseCustomer Data (ED) database. When sales representatives are with customers, they canuse Pivotal Homebuilder Front Office to look up plans/elevations that are assigned to lots inEnterpriseOne. They can also look up the status of lots. The Pivotal CRM application facilitates themanagement of inventory homes by automatically handling the listing of an inventory home andits configuration when a contract is cancelled and the construction has already begun.Mixed-Mode EnvironmentRunning a mixed-mode environment comes with several benefits. You can retain all of your PivotalCRM applications currently in place, while incrementally implementing and deploying functionalityoffered by Pivotal CRM’s latest products without disrupting current business. You also have theoption of testing our three-tier architecture without having to commit to a three-tier migration. In thisway, Pivotal Windows Client customers can use existing Pivotal Sales/Service business rulesto bring Pivotal eService and ePartner online, and then use the experience gained in creatingthree-tier customizations to migrate two-tier versions of Pivotal Sales and Pivotal Service tothree-tier. Without the “big-bang” approach, you can incrementally migrate each applicationfrom two-tier to three-tier, taking it at a pace that suits your business.Numerous access methods and architectures may coexist in this deployment. Figure 2 shows howcustomers, partners, and employees are served with a single Pivotal CRM/PRM solution throughthe n-tier architecture, providing support for rich Win32 UI, wireless, and “thin” browser-basedaccess for other users. Pivotal CRM | Pivotal Professional Services
  6. 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 DataFigure 2: Mixed-Mode DeploymentDetermining the Level of CustomizationWhat happens to your CMS and customizations? We leave your CMS and any legacycustomizations in the old system and offer an efficient way to move those customizations thatshould be retained. Utilizing the Pivotal Toolkit, which includes the CMS Compare Utility, wedetermine the differences between your current and target upgrade CMS, facilitating the transfer ofprevious customizations and minimizing the tasks involved in migrating them to the new system.We can also work with you to create your business objects and application server rules (ASRs) toensure they provide the desired functionality. Any new custom workflows are created using VisualBasic scripting or .NET languages such as C# and Microsoft Visual Basic .NET.Determining the Integration EffortWhat about your integrations? Pivotal Business Server supports both Enterprise ApplicationIntegration (EAI) and Business-to-Business integration (B2Bi), providing a set of tools, anintegration interface, and a configuration client.Pivotal CRM integration capabilities support open internet standards, middleware, and webservices, facilitating the seamless, bi-directional exchange of data and process integrationbetween 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 OLEControl Extension (OCX) components, which means that it’s backwards compatible with existingWindows 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 shouldcontinue to perform as expected after the appropriate product upgrade/migration steps havebeen completed. Pivotal CRM | Pivotal Professional Services
  7. 7. Social ConsiderationsHow easily will your organization adapt to change? You may need to factor intraining for your administrators and end users.Customizing the User InterfaceDo your employees need to personalize their client? The Pivotal SmartPortal is the primaryinterface for users to interact with the Pivotal CRM system. Users can pick and choose informationfrom the Pivotal CRM system—information that’s important to them—thereby personalizing theirworkspace in order to work faster and smarter.Pivotal CRM delivers a documented SmartPortal plug-in API that allows customizers with VisualBasic skills to extend the out of the box SmartPortal functionality by creating “portlets.” In thisway, customizers can quickly and economically provide users with both internal and external datafeeds—everything from a current list of critical SIs to warehouse inventory checks to back-endfinancial data and in-context news feeds—creating a true corporate portal: a single point of accessto all relevant data that drives user adoption, productivity, and efficiency.Leveraging Real-Time Mobile TechnologyAre you deploying 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 wouldwork online (same UI; same functionality). It also delivers Microsoft Outlook integration, allowingyour mobile sales force to increase their productivity and efficiency by creating and managing theire-mail while offline. And with Pivotal Handheld, users are able to assess key Pivotal CRM data ontheir RIM® BlackBerry® handheld devices.Optimizations of the synchronization algorithm have resulted in quicker sync times. As well, newadministration tools increase the reliability of mobile systems, while lowering administration costs.Administrators benefit from more diagnostic tools, streamlined installation procedures, silent-installsupport, 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, allowyou to expand your existing mobile deployments without the need for more administrative resources.Providing TrainingWill your end-users and administrators require any training? Pivotal CRM Education providesa number of training courses for customers who want to ensure their administrators and usersunderstand how to take advantage of the new features and functionality associated with the latestversions of Pivotal CRM products.Please refer to the Pivotal CRM Customer Portal ( for an up-to-date menuand description of current course offerings (login required). Pivotal CRM | Pivotal Professional Services
  8. 8. Upgrade Services from Pivotal Professional ServicesPivotal Professional Services can help plan and implement a successful upgradeto the latest Pivotal CRM platform and applications. We will work with you toanalyze your business needs—finding the most efficient way to represent neededfunctionality. We can work with you to preset ROI targets from the outset. Andbecause we know the platform and work directly with Pivotal CRM R&D, we canbest ensure your system is operating at peak performance.Implementing Pivotal CRMWhat skills are currently available to assist in the implementation? Pivotal Upgrade Servicescan help get your system up and running quickly. We can provide partial assistance, or we canlead the entire implementation for you. At every stage—from planning CRM strategy to outliningbusiness requirements to building and deploying the technology—we define the scope andtimeline that makes the most sense for your business.For more information about Pivotal’s Upgrade Services, North American customers can contacttheir Pivotal Account Manager at + 1 877-748-6825 or customers should send an e-mail to the EffortHow quickly can the implementation take place? When implementing CRM technology, mostorganizations vary with respect to their technical expertise and business needs. In response,Pivotal CRM offers implementation options that balance the drive toward rapid results with thediscipline required to ensure adoption and achieve long-term CRM success.We offer two methodologies:(1) Traditional Implementation ServicesSome organizations don’t have the resources or infrastructure to implement a CRM system on theirown. Using our Rapid Productivity Methodology (RPM), we can provide complete implementationservices that will can help you realize the full potential of your software quickly and efficiently.RPM is a powerful tool that combines an effective and tested process with a set of projectguidelines and pre-built tools. We developed RPM by consulting with users during hundredsof implementations around the world. We then distilled their feedback to refine our expertiseand create a consistent, repeatable framework for approaching future implementations. Projectmanagement and milestone-review services support the program to ensure that your projectremains on track. For you, this translates into results—a quicker return on your investment anda lower total cost of ownership.(2) Pivotal FastPath Implementation ServicesOur Pivotal FastPath Implementation Service is a rapid approach to implementing and automatingmarketing, sales, or service capabilities in a short, fixed timeframe, at a fixed cost. Pivotal FastPathhelps you implement a CRM application predictably—in 30 days or less—and evolve at your ownpace as your business demands.Following a structured methodology, using a standard project plan and pre-defined processesand customization options, you can shorten the time to upfront results, verify that the solution isright for the organization, and benefit from a technology platform that also provides the long-termflexibility you need to extend and enhance your original solution.Thinking About the FutureYou hear a lot of talk about business agility, but what does this really mean? Business agilityrequires a flexible, adaptive CRM infrastructure that allows your business to manage, control, andoptimize the impact of change.Businesses planning for tomorrow have a unique window to gain a competitive advantage byextending 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 byquickly building, deploying, and connecting secure, manageable solutions. Businesses cantake advantage of Microsoft .NET’s Smart Client and web services capabilities, as well as anew programming framework that translates into greater developer productivity, greater systeminteroperability, and the ability to break down barriers to business between business users. Pivotal CRM | Pivotal Professional Services
  9. 9. 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 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 customers 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 Customers outside of North America should send an e-mail to the Pivotal Step with the Latest Pivotal CRM Platform and ApplicationsContact 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 © CDC Software 2007. All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.