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The Pivotal CRM team at CDC Software is a leading provider of customer relationship management (CRM) software applications. Pivotal CRM is the only CRM solution offering rich functionality, a full application suite, and best-in-class customization capabilities, all with a low total cost of ownership

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  1. 1. Pivotal CRM Integration SolutionsCRM That Fits Your Business
  2. 2. Pivotal CRM Integration Solutions Most businesses store critical customer data in as many as 40 different silos, scattered across the enterprise. For customer‑centric businesses, achieving a single, unified view of the customer requires tight integration of a range of software, including both CRM applications and back‑office technology. To be successful, all employees must have the right information when they need it, on their device of choice, regardless of connectivity or location. The solution is to link information systems and integrate different parts of the customer information puzzle, is business processes between departments. When customer the best approach. And each of these solutions must information is shared across the enterprise, companies can have the capacity to change over time as business needs target marketing messages more accurately, deliver better evolve. By implementing an integration framework customer service, and sell more effectively—all while that encapsulates a variety of products, tools, and improving the efficiency of internal operations. methodologies, businesses retain the flexibility to tackle specific problems with the best solutions, and then However, the technical hurdles that must be overcome extend these solutions as required. to integrate customer information between systems can be daunting: From integrating business processes to replicating data to linking telephony systems, Pivotal CRM’s integration • Expanding the availability of data sources framework is designed to leverage middleware company‑wide—despite myriad data formats and components, third‑party adapters, and Web Services. It database systems provides a standards‑based way to significantly decrease • Integrating business processes to raise productivity the time and effort needed to integrate Customer levels and increase automation Relationship Management (CRM) systems with other enterprise applications and data. • Connecting software applications across departments to provide users with richer functionality The right mix of tools, best practices, and integration standards combined in a flexible framework enables • Merging call-center communications into a central customer‑centric businesses to improve the sharing of repository with other customer interaction channels critical information across the enterprise—predictably No single, off‑the‑shelf integration solution can deal and cost effectively. with all of these requirements—there is no silver bullet. A combination of solutions, each designed to integrate2 Pivotal CRM Integration Solutions
  3. 3. Integration Products Enterprise-wide access to prospect, customer, and product data through common applications transforms CRM from a data‑input system to an interactive data repository, unifying information in a single desktop interface that substantially improves user productivity and efficiency. The Pivotal CRM team provides a number of pre‑packaged solutions that enable both data‑to‑data and data‑to‑ application integration out of the box. These solutions enable end users to work seamlessly in their application of choice, while ensuring that corresponding data held in the Pivotal CRM system is always updated. Pivotal CRM Integration with Pivotal CRM Integration with Microsoft Office Microsoft Outlook Pivotal CRM leverages the research and reference We offer two distinct solutions that enable end users to capabilities in Microsoft® Office 2003; this solution enables work in either Microsoft® Outlook® or Lotus Notes: users to add relevant Pivotal CRM‑based information to documents without having to switch between • Seamless integration with Microsoft Outlook is applications: provided out of the box, enabling users to create and update their Outlook tasks, email and appointments • Pivotal CRM Research Services—enables users to within Pivotal just as if they were working in Outlook. access data in their Pivotal CRM system instantly from Microsoft Office applications, such as Microsoft® Word, • LinkPoint for Pivotal, created by CDC Software partner Excel,® PowerPoint,® Outlook, and Internet Explorer, LinkPoint360, allows users to create, update and without opening the Pivotal CRM application itself. store Lotus Notes email, tasks and appointments within Pivotal, ensuring users always have up‑to‑date information, whether they’re in the office or on Pivotal Integration with Microsoft SharePoint the road. Pivotal CRM is pre‑integrated with Microsoft SharePoint,® which allows the creation of personalized portal pages. End users can personalize their portal by adding new web parts (which can be defined by the customizer or imported from any third party, including Microsoft) and ` modifying existing web parts. Pre‑defined portal pages can Mobile Client Smart Client Wireless Client be set up by functional area—for example, a portal ERP System ERP System designed for sales people, another for customer support representatives, and others PBX specific to each stakeholder EAI System HR System group in the organization. This IVR Pivotal provides a highly personalized, Business Server Server relevant, and visually enhanced portal for each user. Manufacturing System Database Research Services External Vendor Microsoft Microsoft Outlook Office Figure 1: Pivotal CRM Integration Network Pivotal CRM Integration Solutions 3
  4. 4. Integration Methodologies Pivotal CRM solutions support a number of leading integration methodologies, such as Enterprise Application Integration (EAI), point-to-point integration, Web Services integration, and telephony integration. By applying these methodologies and combining them with key Pivotal CRM products, companies can decrease implementation time while retaining the flexibility to modify each integration solution as business requirements change. Point‑to‑Point Integration Enterprise Application Integration Point‑to‑point integration is a cost‑effective solution Enterprise Application Integration (EAI) is a set of that requires a smaller technology footprint and methodologies designed to enable the unrestricted shorter implementation timeline than a full-scale EAI sharing of data and business processes throughout implementation. It is typically based on scheduled, batch‑ networked applications or data sources across the data integration between departments. Point‑to‑point enterprise. The ultimate goal of an EAI strategy is solutions enable data to be shared between Pivotal CRM to create a common virtual information system. EAI and other key enterprise applications, such as integrating typically involves large budgets, multiple systems, and Pivotal CRM with Microsoft® Great Plains.® The resulting an advanced technology infrastructure; it also requires solution minimizes the information gaps across the high levels of technical proficiency and substantial enterprise that lead to missed opportunities, lost revenue, implementation resources. and high selling costs. Using the Pivotal CRM Integration Connector in • Scribe Integrate for Pivotal CRM is a flexible point- combination with middleware such as Microsoft BizTalk,® to‑point solution that can be used to integrate Pivotal Sun SeeBeyond,™ Tibco Software,® or webMethods® CRM with a broad range of enterprise applications, enables Pivotal CRM to be integrated with any XML‑based such as SAP,® Oracle,® and Microsoft Great Plains. With EAI strategy. The Pivotal CRM Integration Connector is graphical, point‑and‑click functionality, Scribe Integrate a set of tools that includes an XML adapter, integration for Pivotal CRM makes it easy to create templates that interface, and configuration client. Together, these tools are reusable, portable, and easily modified. With all of enable the Pivotal CRM system to connect with any the tools necessary to design, build, operate, manage, existing integration scheme, which offers flexibility in and maintain migrations and complex two-way the way business processes are developed, executed, integrations between any number of systems, Scribe managed, and distributed. Integrate for Pivotal CRM is a quick, cost‑effective solution for synchronizing customer information In practice, any enterprise application that can be between applications, facilitating lead integration, or connected to middleware can be connected to Pivotal creating quote and order integration with ERP systems. CRM; examples include SAP, Oracle, Oracle JD Edwards,® and Oracle PeopleSoft.®4 Pivotal CRM Integration Solutions
  5. 5. Custom Integration The Pivotal CRM architecture includes an XML‑based CRMPivotal CRM offers a range of tools and technologies to be server that supports an array of applications, clients, andused for situations in which a complete EAI solution is not users; it provides security, transaction capabilities, andwarranted and a point‑to‑point solution is inappropriate. authentication for Web Services as information is consumedThe most common example of such a situation is a data- and presented. Web Services are delivered through thewarehouse feed, which typically involves high‑volume, Pivotal CRM Web Client, which can be customized to enablebatch‑oriented data loading. In these cases, Pivotal CRM remote access to application functionality as required.can be integrated in one of several ways:• Direct integration with the the Pivotal CRM Business Telephony Integration Server API (XML and .NET) Integrating CRM with a call‑center or contact‑center infrastructure ensures that all customer interactions,• Integration with the back-end database regardless of channel, are recorded in a common customer repository. This process, called Computer Telephony• Integration through OLE Control Extensions (OCX) Integration (CTI), offers a number of features:Web Services • Screen Pops—incoming calls and corresponding customer information arrive at an agent’s workstationWeb Services dramatically reduce the cost and complexity simultaneously, which eliminates the need for the agentof integrating applications, information systems, and to look up the information processes. Web Services can be used to delivernon‑transactional, supplementary information, such as • Call Routing—incoming calls are controlled andnews feeds, static information dashboards, and additional routed to agents based on rules, such as customercompany information; they can also be used to support preferences, product history, or IVR selections; thetransactional information, such as new customer initiation workload is distributed to ensure that the right agentand order fulfillment. For organizations that need to takes the right call.integrate business‑to‑business systems, interoperate withapplications outside the enterprise, or connect to external • Soft Phone—a software‑based telephone interfacewebsites, Web Services are a good choice. dials outbound calls and tracks agent phone activities.Pivotal CRM’s three‑tier architecture is built on the Pivotal CRM Interaction Connector—Universal Edition Microsoft® .NET framework, which enables Pivotal CRM provides a vendor‑agnostic link between Pivotal CRMto integrate with, publish, and consume Web Services. and typical call center telephony infrastructure (includingAdditionally, Web Services can be generated for any IVRs, ACDs, PBXs, and more). The connector enables business object defined in the Pivotal CRM system. businesses to leverage existing hardware investments, while facilitating a move to newer technology, such as IP‑based contact centers (e.g., I3 Customer Interaction Center,® Avaya IP Office® or Cisco® IPCC). Pivotal CRM Integration Solutions 5
  6. 6. Pivotal CRM Integration Solutions The Pivotal CRM team at CDC Software is a leading provider of customer relationship management (CRM) software applications. Pivotal CRM is the only CRM solution offering rich functionality, a full application suite, and best‑in‑class customization capabilities, all with a low total cost of ownership. We offer flexible solutions tailored to fit the complex processes and industry‑specific data models, workflows, and end‑user requirements of each organization we do business with. Through our experiences with more than 1,800 customers in over 35 countries, we’ve learned how to help businesses craft a CRM strategy that achieves real, measurable results. We deliver CRM that fits the needs of businesses today—while offering the flexibility to help them seize the emerging business opportunities of tomorrow. North America International Pivotal CRM Pivotal CRM 858 Beatty Street, Suite 600 Pioneer House Vancouver, B.C. 7 Rushmills, Northampton Canada V6B 1C1 United Kingdom NN4 7YB +1 877-748-6825 +44 1 604 614131 info‑ © 2007 Pivotal CRM. All rights reserved. Pivotal CRM and the Pivotal CRM logo are trademarks and/or registered trademarks of Pivotal CRM. All other marks referenced are marks of their respective companies.