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.
The document discusses upgrading to the latest version of Pivotal CRM. It highlights new features like enabling access to CRM on BlackBerry devices, expanded marketing capabilities through SMS support, and improved integration tools. Upgrading can help businesses empower mobile sales teams, expand their reach, encourage wider CRM usage, reduce integration costs and complexity, and optimize implementations. The document recommends contacting an account manager to learn how Pivotal Upgrade Services can help with a successful transition.
PivotalCRM - Whitepaper _Pivotal intelligent internet architecturePivotal CRM
The document discusses Pivotal CRM's 3-tier architecture and how it drives low total cost of ownership. The architecture separates data from metadata and provides flexibility, scalability and deployability. It is built on Microsoft .NET and uses a standards-based approach to integration. This architecture allows for easy customization and centralized management of changes, reducing long-term costs compared to rigid architectures.
Pivotal Professional Services offers a continuum of services to help businesses implement and optimize their use of Pivotal's CRM platform. This includes traditional implementation services using a proven methodology, fast path implementations within 30 days, partial assistance, test drives, technical account management, performance checks, hosting, upgrades, custom solution development, and education services. The goal is to provide flexible options and ensure customers achieve maximum business value and agility from their CRM investment over the long term.
Pivotal CRM Integration Solutions provides a framework to integrate customer data across different business systems and applications. This helps create a single view of the customer and share critical information enterprise-wide. The framework uses a combination of solutions like middleware, adapters and web services to integrate CRM systems with other applications. It addresses challenges like integrating data from various sources and formats, connecting different departmental software, and merging customer interaction channels.
Pivotal CRM's web platform is architected for optimal performance over local and wide area networks. Its flexible architecture addresses factors that impact CRM performance and scalability, such as minimizing server round trips, caching frequently used data and metadata, load balancing application servers, and leveraging local workstation resources. Ultimately, Pivotal CRM aims to improve user productivity by streamlining navigation, enabling one-click access to common tasks, and personalizing the interface for each user's role and needs.
IBM Smarter Commerce Order Management for CommunicationsChris Shaw
These are some of the questions a CSP should ask itself when determining whether or not they have the truly intelligent multi-channel order management capabilities they are going to need to accommodate the new demands of the empowered consumer.
Can your customers order in one channel and pick up or return through a different channel?
Do you have visibility into your entire inventory of handsets, accessories or consumer premises equipment, regardless of it’s location?
Does your organization have the ability to rapidly adopt new solutions regardless of where or by whom they are fulfilled?
Can you easily provide a single source for all order status updates and fulfillment progress across all components sold in a customer order, even if they are fulfilled from different solutions?
Can your order management system dynamically change it’s processing behavior based upon real-time learning of it’s surrounding environment?
Do you have the ability to take insight from the ordering system to better understand in real-time how your solution is performing?
This document discusses the importance of choosing a flexible customer relationship management (CRM) system that can adapt to changing business needs and priorities. It states that businesses need technology that can respond quickly to shifts in strategy, processes, regulations, and market conditions. The document advocates for a CRM system with configurable and customizable features built on a flexible architecture and platform. This allows the CRM to easily change how and what customer data is presented and accessed, integrate with other systems, and modify security settings and workflows without needing to alter source code.
RAP CTI is a contact center software that provides a range of customer relationship management capabilities including computer telephony integration, reporting, routing, and real-time agent monitoring. It can be deployed quickly and integrated with other systems. RAP CTI helps improve agent productivity, customer service, and operational efficiency through features like screen pops, performance dashboards, and customizable routing rules.
The document discusses upgrading to the latest version of Pivotal CRM. It highlights new features like enabling access to CRM on BlackBerry devices, expanded marketing capabilities through SMS support, and improved integration tools. Upgrading can help businesses empower mobile sales teams, expand their reach, encourage wider CRM usage, reduce integration costs and complexity, and optimize implementations. The document recommends contacting an account manager to learn how Pivotal Upgrade Services can help with a successful transition.
PivotalCRM - Whitepaper _Pivotal intelligent internet architecturePivotal CRM
The document discusses Pivotal CRM's 3-tier architecture and how it drives low total cost of ownership. The architecture separates data from metadata and provides flexibility, scalability and deployability. It is built on Microsoft .NET and uses a standards-based approach to integration. This architecture allows for easy customization and centralized management of changes, reducing long-term costs compared to rigid architectures.
Pivotal Professional Services offers a continuum of services to help businesses implement and optimize their use of Pivotal's CRM platform. This includes traditional implementation services using a proven methodology, fast path implementations within 30 days, partial assistance, test drives, technical account management, performance checks, hosting, upgrades, custom solution development, and education services. The goal is to provide flexible options and ensure customers achieve maximum business value and agility from their CRM investment over the long term.
Pivotal CRM Integration Solutions provides a framework to integrate customer data across different business systems and applications. This helps create a single view of the customer and share critical information enterprise-wide. The framework uses a combination of solutions like middleware, adapters and web services to integrate CRM systems with other applications. It addresses challenges like integrating data from various sources and formats, connecting different departmental software, and merging customer interaction channels.
Pivotal CRM's web platform is architected for optimal performance over local and wide area networks. Its flexible architecture addresses factors that impact CRM performance and scalability, such as minimizing server round trips, caching frequently used data and metadata, load balancing application servers, and leveraging local workstation resources. Ultimately, Pivotal CRM aims to improve user productivity by streamlining navigation, enabling one-click access to common tasks, and personalizing the interface for each user's role and needs.
IBM Smarter Commerce Order Management for CommunicationsChris Shaw
These are some of the questions a CSP should ask itself when determining whether or not they have the truly intelligent multi-channel order management capabilities they are going to need to accommodate the new demands of the empowered consumer.
Can your customers order in one channel and pick up or return through a different channel?
Do you have visibility into your entire inventory of handsets, accessories or consumer premises equipment, regardless of it’s location?
Does your organization have the ability to rapidly adopt new solutions regardless of where or by whom they are fulfilled?
Can you easily provide a single source for all order status updates and fulfillment progress across all components sold in a customer order, even if they are fulfilled from different solutions?
Can your order management system dynamically change it’s processing behavior based upon real-time learning of it’s surrounding environment?
Do you have the ability to take insight from the ordering system to better understand in real-time how your solution is performing?
This document discusses the importance of choosing a flexible customer relationship management (CRM) system that can adapt to changing business needs and priorities. It states that businesses need technology that can respond quickly to shifts in strategy, processes, regulations, and market conditions. The document advocates for a CRM system with configurable and customizable features built on a flexible architecture and platform. This allows the CRM to easily change how and what customer data is presented and accessed, integrate with other systems, and modify security settings and workflows without needing to alter source code.
RAP CTI is a contact center software that provides a range of customer relationship management capabilities including computer telephony integration, reporting, routing, and real-time agent monitoring. It can be deployed quickly and integrated with other systems. RAP CTI helps improve agent productivity, customer service, and operational efficiency through features like screen pops, performance dashboards, and customizable routing rules.
The document summarizes a keynote presentation about requirements definition and management (RDM). The presentation discusses improving requirements, management, and project results. It outlines IBM's strategy to deliver world-class RDM capabilities integrated across the development lifecycle. The strategy involves protecting investments in existing tools, gradually introducing innovations, and modernizing tools with Jazz technology.
The document describes various IT management products from different vendors and their key features and benefits. It provides high-level summaries of products for service management, application performance monitoring, IT operations management, capacity management, service asset and configuration management, and ICT infrastructure management. Each product is described in 1-2 paragraphs highlighting its purpose and main unique selling points.
The executive Guide to CRM architechturePivotal CRM
Explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur—enabling them to attain and maintain a competitive advantage.
Openly Replacing ERPs with Sugar | SugarCon 2011SugarCRM
This global supplier of management solutions for wealth management was looking for a scalable and robust web-based solution to serve their customers but most importantly - to track and monitor their partner program. With Icreon’s assistance, they were able to replace their current desktop-based ERP system with a customized SugarCRM solution. The solution enabled multiple users with customizable permissions and exclusive privileges and access to the stored data. It included a bespoke module that enabled partner log-in to the SugarCRM application and management of partner companies and their respective contributions to the business on the whole.
Presented by Himanshu Sareen, CEO, Icreon Tech, at SugarCon 2011
The document discusses how to derive sourcing strategies in application management, including assessing the current environment, identifying potential outsourcing opportunities to improve quality, reduce costs, and increase agility, and using a value comparison assessment methodology to determine the optimal sourcing strategy. It provides examples of analyzing application landscapes to identify the most promising applications for outsourcing based on factors like business impact, interaction, size, and technology stability.
JDA Software and Manhattan Associates are both supply chain management software vendors. JDA was founded in 1985 and focuses on retail and supply chain software, but lacks warehouse management capabilities. Manhattan was founded in 1990 and offers warehouse management software and a supply chain optimization platform called SCOPE. While JDA has strengths in individual products, Manhattan offers a more comprehensive total supply chain solution and is best for larger businesses seeking an integrated platform.
Telecom Convergent Billing and Support Functions -A whitepaper by Biju M RBiju M R
The document discusses the need for convergent billing and operations support solutions for telecommunications operators. Major use cases of convergent billing include a uniform product catalog, real-time charging, a unified customer hierarchy, and single billing. These functions allow operators to offer bundled services, gain insights into customer usage and revenue, and improve the customer experience. The document also outlines additional convergent functions beyond billing such as policy management, self-care portals, and campaign management that leverage a centralized view of customers.
The document provides an overview of the product modules available for Microsoft Dynamics SL, grouped by functional area. It describes the Business Essentials Edition, which provides core financial and trade functionality, and the Advanced Management Edition, which offers a broader set of functionality. Both editions include certain base components. Additional a la carte modules can be purchased individually to expand the solutions. The document lists and describes the modules included in each edition and available a la carte.
RAP CMS is a business intelligence plug-in that integrates with Avaya CMS to generate customized reports using a Report Designer and allow viewing through a Report Viewer. It integrates with CMS's External Call History Interface to procure call-by-call reports along with business data. Reports can track elements like call transfers and provide overall and individual call analysis linked to business parameters. This improves efficiency by reducing costs compared to other reporting tools.
ServicePilot ISM Enterprise Datasheet [EN]ServicePilot
ISM Enterprise is an integrated service management platform that provides unified performance, availability, and service level management across networks, servers, applications, databases, and more. It simplifies infrastructure management and reduces costs. Key benefits include ensuring optimal infrastructure performance to support business needs, simplifying management through an easy-to-use interface, and providing reporting for service level agreements and capacity planning. The solution supports hundreds of technologies out-of-the-box and can scale from 150 to hundreds of thousands of devices.
Track Keynote for the Change and Release Management Track at the IBM Rational Software Conference 2009
Software change and release management, a key capability in modern software development, enables teams to accelerate the software and systems delivery lifecycle. This track is for practitioners, administrators, and advanced users who want to learn how IBM Rational change and release management solutions - IBM® Rational ® ClearCase®, IBM® Rational® ClearQuest®, IBM® Rational® Team Concert®, IBM® Rational® Build Forge® and IBM® Rational® Software Analyzer® - can empower organizations to improve productivity and team collaboration, gain better visibility into projects, automate processes, improve quality, manage distributed teams, and provide audit trails and traceability across the software development lifecycle for fast delivery of high-quality software.
mPromo is a SAP Mobile Platform based solution that empowers field personnel with tools to plan, execute, and track trade promotion events. It provides a single platform with an interactive promotion calendar view and the ability to modify the calendar, perform portfolio analysis, and track promotion compliance through feedback and photos from stores. The solution addresses challenges around outdated data, lack of performance analysis, and inefficient promotion spending.
Pivotal CRM 6.0 is a customer relationship management platform that increases user adoption, lowers costs, and easily adapts to change. It features a familiar Microsoft-like interface, enables users to personalize the system, and drives users through best practices with customizable workflows. The platform also improves productivity through seamless integration with Microsoft apps and lowers IT costs through reduced customization and deployment costs.
Energy & Utilities Case Study: HCLT implements a sap enabled transformation p...HCL Technologies
HCL implemented a SAP-enabled transformation program for a large deregulated utility in Texas to re-engineer its customer services, billing, and back office processes. The utility previously had three separate legacy billing systems with limited functionality. HCL delivered a solution using the latest SAP technologies including CRM, billing, customer self-service, and regulatory reporting to improve customer experience, reduce costs and revenue leakage, and increase benefits by over $320 million. The new integrated system consolidated processes and data to help the utility better respond to market changes.
Skelta provides BPM solutions which integrate between system to system, system to human and Human Workflow Solutions for Business Users, Power Users, and Developers for providing BPM functionalities inside existing applications, making it an excellent candidate for OEMing applications that require BPM functionality. Skelta BPM.NET™ particularly integrates well with products based on Microsoft Technologies. Skelta is also utilized as a Business Application Platform to build horizontal solutions like such as Accounts Payable Solution, Document Management for Paperless Processes, Corporate Governance, and Human Resource Information System for various industries ranging from Aerospace and Defense, Automotive, Retail, Government, Healthcare, Finance and many more.
Third Wave Business Systems develops certified integrations that extend the functionality of SAP Business One. Their suite of solutions are used worldwide to streamline business processes and improve ROI. They offer solutions for document delivery, marketing campaigns, publishing reports online, project management, product configuration, payments, shipping, and returns processing. With over 15 years of experience, Third Wave recommends value-driven systems that integrate key processes, provide business insights, and drive operational efficiency for growing companies.
Avaya Contact Center Control Manager (ACCCM) provides centralized administration and management of Avaya's contact center applications. It streamlines management across channels by enabling configuration changes to automatically propagate everywhere. ACCCM also lowers costs by reducing administration time, improving accuracy with single data entry, and allowing non-technical staff to perform administrative tasks.
Dynamics Day 2012: Dynamics NAV Vertical SolutionsIntergen
Microsoft relies on industry-specialised vendors to provide industry-specific solutions.
This presentation explores examples of where Intergen has partnered with these third party vendors to extend the depth of Dynamics NAV’s out-of-the-box functionality. Solutions we will look at will include ecommerce, project management, asset maintenance, document management and advanced budgeting.
Pivotal Contact Center provides a fully integrated customer relationship management (CRM) solution for businesses, including a contact center that supports multiple communication channels. It offers flexibility to customize business processes, empowering agents to manage customer interactions across channels from a consolidated desktop. When deployed with the full Pivotal CRM Suite, it provides a 360-degree view of customers to maximize satisfaction and revenue opportunities.
In August 2001, Micro Focus needed to build a new independent business applications infrastructure. Whilst the company assessed the benefits of a number of CRM vendors’ technologies, the decision to build the new infrastructure on the Pivotal CRM platform was heavily driven.
The document summarizes a keynote presentation about requirements definition and management (RDM). The presentation discusses improving requirements, management, and project results. It outlines IBM's strategy to deliver world-class RDM capabilities integrated across the development lifecycle. The strategy involves protecting investments in existing tools, gradually introducing innovations, and modernizing tools with Jazz technology.
The document describes various IT management products from different vendors and their key features and benefits. It provides high-level summaries of products for service management, application performance monitoring, IT operations management, capacity management, service asset and configuration management, and ICT infrastructure management. Each product is described in 1-2 paragraphs highlighting its purpose and main unique selling points.
The executive Guide to CRM architechturePivotal CRM
Explains the importance of flexible software architecture, and how the right CRM solution can support and even advance an organization’s ability to evolve in lock-step with changes as they occur—enabling them to attain and maintain a competitive advantage.
Openly Replacing ERPs with Sugar | SugarCon 2011SugarCRM
This global supplier of management solutions for wealth management was looking for a scalable and robust web-based solution to serve their customers but most importantly - to track and monitor their partner program. With Icreon’s assistance, they were able to replace their current desktop-based ERP system with a customized SugarCRM solution. The solution enabled multiple users with customizable permissions and exclusive privileges and access to the stored data. It included a bespoke module that enabled partner log-in to the SugarCRM application and management of partner companies and their respective contributions to the business on the whole.
Presented by Himanshu Sareen, CEO, Icreon Tech, at SugarCon 2011
The document discusses how to derive sourcing strategies in application management, including assessing the current environment, identifying potential outsourcing opportunities to improve quality, reduce costs, and increase agility, and using a value comparison assessment methodology to determine the optimal sourcing strategy. It provides examples of analyzing application landscapes to identify the most promising applications for outsourcing based on factors like business impact, interaction, size, and technology stability.
JDA Software and Manhattan Associates are both supply chain management software vendors. JDA was founded in 1985 and focuses on retail and supply chain software, but lacks warehouse management capabilities. Manhattan was founded in 1990 and offers warehouse management software and a supply chain optimization platform called SCOPE. While JDA has strengths in individual products, Manhattan offers a more comprehensive total supply chain solution and is best for larger businesses seeking an integrated platform.
Telecom Convergent Billing and Support Functions -A whitepaper by Biju M RBiju M R
The document discusses the need for convergent billing and operations support solutions for telecommunications operators. Major use cases of convergent billing include a uniform product catalog, real-time charging, a unified customer hierarchy, and single billing. These functions allow operators to offer bundled services, gain insights into customer usage and revenue, and improve the customer experience. The document also outlines additional convergent functions beyond billing such as policy management, self-care portals, and campaign management that leverage a centralized view of customers.
The document provides an overview of the product modules available for Microsoft Dynamics SL, grouped by functional area. It describes the Business Essentials Edition, which provides core financial and trade functionality, and the Advanced Management Edition, which offers a broader set of functionality. Both editions include certain base components. Additional a la carte modules can be purchased individually to expand the solutions. The document lists and describes the modules included in each edition and available a la carte.
RAP CMS is a business intelligence plug-in that integrates with Avaya CMS to generate customized reports using a Report Designer and allow viewing through a Report Viewer. It integrates with CMS's External Call History Interface to procure call-by-call reports along with business data. Reports can track elements like call transfers and provide overall and individual call analysis linked to business parameters. This improves efficiency by reducing costs compared to other reporting tools.
ServicePilot ISM Enterprise Datasheet [EN]ServicePilot
ISM Enterprise is an integrated service management platform that provides unified performance, availability, and service level management across networks, servers, applications, databases, and more. It simplifies infrastructure management and reduces costs. Key benefits include ensuring optimal infrastructure performance to support business needs, simplifying management through an easy-to-use interface, and providing reporting for service level agreements and capacity planning. The solution supports hundreds of technologies out-of-the-box and can scale from 150 to hundreds of thousands of devices.
Track Keynote for the Change and Release Management Track at the IBM Rational Software Conference 2009
Software change and release management, a key capability in modern software development, enables teams to accelerate the software and systems delivery lifecycle. This track is for practitioners, administrators, and advanced users who want to learn how IBM Rational change and release management solutions - IBM® Rational ® ClearCase®, IBM® Rational® ClearQuest®, IBM® Rational® Team Concert®, IBM® Rational® Build Forge® and IBM® Rational® Software Analyzer® - can empower organizations to improve productivity and team collaboration, gain better visibility into projects, automate processes, improve quality, manage distributed teams, and provide audit trails and traceability across the software development lifecycle for fast delivery of high-quality software.
mPromo is a SAP Mobile Platform based solution that empowers field personnel with tools to plan, execute, and track trade promotion events. It provides a single platform with an interactive promotion calendar view and the ability to modify the calendar, perform portfolio analysis, and track promotion compliance through feedback and photos from stores. The solution addresses challenges around outdated data, lack of performance analysis, and inefficient promotion spending.
Pivotal CRM 6.0 is a customer relationship management platform that increases user adoption, lowers costs, and easily adapts to change. It features a familiar Microsoft-like interface, enables users to personalize the system, and drives users through best practices with customizable workflows. The platform also improves productivity through seamless integration with Microsoft apps and lowers IT costs through reduced customization and deployment costs.
Energy & Utilities Case Study: HCLT implements a sap enabled transformation p...HCL Technologies
HCL implemented a SAP-enabled transformation program for a large deregulated utility in Texas to re-engineer its customer services, billing, and back office processes. The utility previously had three separate legacy billing systems with limited functionality. HCL delivered a solution using the latest SAP technologies including CRM, billing, customer self-service, and regulatory reporting to improve customer experience, reduce costs and revenue leakage, and increase benefits by over $320 million. The new integrated system consolidated processes and data to help the utility better respond to market changes.
Skelta provides BPM solutions which integrate between system to system, system to human and Human Workflow Solutions for Business Users, Power Users, and Developers for providing BPM functionalities inside existing applications, making it an excellent candidate for OEMing applications that require BPM functionality. Skelta BPM.NET™ particularly integrates well with products based on Microsoft Technologies. Skelta is also utilized as a Business Application Platform to build horizontal solutions like such as Accounts Payable Solution, Document Management for Paperless Processes, Corporate Governance, and Human Resource Information System for various industries ranging from Aerospace and Defense, Automotive, Retail, Government, Healthcare, Finance and many more.
Third Wave Business Systems develops certified integrations that extend the functionality of SAP Business One. Their suite of solutions are used worldwide to streamline business processes and improve ROI. They offer solutions for document delivery, marketing campaigns, publishing reports online, project management, product configuration, payments, shipping, and returns processing. With over 15 years of experience, Third Wave recommends value-driven systems that integrate key processes, provide business insights, and drive operational efficiency for growing companies.
Avaya Contact Center Control Manager (ACCCM) provides centralized administration and management of Avaya's contact center applications. It streamlines management across channels by enabling configuration changes to automatically propagate everywhere. ACCCM also lowers costs by reducing administration time, improving accuracy with single data entry, and allowing non-technical staff to perform administrative tasks.
Dynamics Day 2012: Dynamics NAV Vertical SolutionsIntergen
Microsoft relies on industry-specialised vendors to provide industry-specific solutions.
This presentation explores examples of where Intergen has partnered with these third party vendors to extend the depth of Dynamics NAV’s out-of-the-box functionality. Solutions we will look at will include ecommerce, project management, asset maintenance, document management and advanced budgeting.
Pivotal Contact Center provides a fully integrated customer relationship management (CRM) solution for businesses, including a contact center that supports multiple communication channels. It offers flexibility to customize business processes, empowering agents to manage customer interactions across channels from a consolidated desktop. When deployed with the full Pivotal CRM Suite, it provides a 360-degree view of customers to maximize satisfaction and revenue opportunities.
In August 2001, Micro Focus needed to build a new independent business applications infrastructure. Whilst the company assessed the benefits of a number of CRM vendors’ technologies, the decision to build the new infrastructure on the Pivotal CRM platform was heavily driven.
The document discusses Pivotal CRM's 3-tier architecture and how it drives low total cost of ownership. The architecture separates data from metadata and provides flexibility, scalability and deployability. It is built on Microsoft .NET and uses a standards-based approach to integration. This facilitates customization, integration and deployment while reducing the costs that make up 90% of the CRM lifecycle.
Pivotal CRM for Institutional Asset Management provides a CRM solution tailored for institutional asset managers to improve client relationships, increase efficiency and productivity, and gain strategic insights. It offers features for collaboration, automated workflows, a unified client view, and analytics to help asset managers deliver superior service, retain clients, and grow assets under management. The CRM can be customized and also draws on industry best practices to fit the unique needs of asset management firms.
The Pivotal Service Suite is a CRM solution that enables companies to create cost-effective customer support centers. It includes modules for service request management, contact centers, field service, self-service websites, and analytics. The suite integrates sales, marketing, and service to provide personalized customer interactions across all channels. This improves customer service while reducing costs through increased efficiencies.
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
The document provides an overview of Project-CRM 4.0, a CRM solution powered by Microsoft Dynamics CRM 4.0. It discusses typical challenges in enterprise CRM implementations and how Project-CRM addresses these challenges through everyday usability, enterprise flexibility, efficient manageability, actionable analytics, and performance and scalability. The benefits of Project-CRM for both business users and IT are also summarized.
The document promotes a cloud-based business application platform called E-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed from any internet-connected device through a web browser. Key benefits highlighted include lower IT costs of up to 80% compared to traditional on-premise software, as well as real-time access to business information anywhere and anytime. The platform aims to help businesses improve productivity, automation, and competitiveness.
The document promotes a cloud-based business application platform called e-ON RIX Business, Financials & CRM. It provides integrated commercial, financial, and customer relationship management functionality that can be accessed through a web browser from anywhere. The platform aims to help businesses improve productivity, access real-time information, and gain a competitive advantage through automation and integration of business transactions and customer data.
The document provides a high-level overview of a customer relationship management (CRM) system architecture. It includes various CRM modules such as marketing, loyalty programs, sales force automation, call centers, field service, order management, and self-service eBilling. It also shows how these modules relate and integrate with each other through a centralized CRM platform. The diagram aims to illustrate the key components and functions of a CRM system and how they work together.
Microsoft Dynamics CRM helps industrial equipment manufacturers gain insights into customer needs to manage complex sales cycles and improve customer satisfaction. It enables collaboration across engineering, production, sales, and service teams. CRM also improves order speed and accuracy by connecting customer information with configuration, pricing, and production data. Additionally, it increases service profitability by automating service processes like maintenance notifications and offers customers self-service options.
ZIRA is a leading BSS/OSS solutions provider that has been in business since 1995. They help telecom companies unlock revenue through new services by providing billing, CRM, revenue assurance, and fraud management solutions. ZIRA has worked with major telecom providers in Central and Eastern Europe, as well as in Asia and the US. Their modular and flexible solutions are designed to reduce costs while growing networks and services to generate new revenue streams.
Nexsus provides various IT support services including facility monitoring, application development, software testing, and technical support. They aim to help customers maintain existing applications with improved service levels at lower costs. Nexsus takes an innovative, tools-driven approach to support and enhancement activities. They also provide dedicated on-site engineers through their Facility Monitoring Service to ensure customer applications function properly.
FlexNet Operations provides entitlement management for software vendors and intelligent device manufacturers. It allows them to:
1) Manage entitlements for on-premises, SaaS, cloud and device products through a single system, reducing costs.
2) Gain insights into customer usage through rich reporting to boost renewals and upsells.
3) Empower customers and partners with a self-service portal to manage licenses 24/7 without support calls.
Option One Mortgage Corporation implemented seleqtech solutions to improve decision making and reporting. The solutions delivered timely key performance indicators to business users through online tools. This information helped executives and management run the business and make profitable decisions. The solutions increased productivity, proficiency, and resource efficiency while improving operational costs, delinquency rates, strategic planning, service quality, and profit levels. seleqtech provided data integration and reporting capabilities to help clients make better business decisions.
This document discusses the physical to digital transformation that network equipment manufacturers are undergoing. It describes how devices are now renewed and updated through software over longer lifetimes. It outlines four levels of maturity manufacturers can achieve in developing hybrid hardware/software business models, including reducing SKUs, offering digital add-ons, pooled capacity, and virtual/elastic capacity. It positions Flexera's software licensing and entitlement management solutions as enabling this transition by supporting various pricing models, reducing costs, and providing excellent customer experiences throughout the software lifecycle.
Built for Efficient Delivery of Contact Center as a Service Solutions.startelelogic
startelelogic's Contact Centre solution empowers service providers to offer Contact Center as a Service (CCaaS), expanding their application portfolio and generating new revenue streams. The solution's true multi-tenant architecture enables the quick launch of new contact centers with a low total cost of ownership. Additionally, prospective customers can enjoy a rich omnichannel experience through a user-friendly agent interface.
Read More : https://www.startelelogic.com/unified-communications
PDF Link : https://www.startelelogic.com/tech-details/Contact-Center__Case-Study.pdf
#startelelogic's #contactcenters #ContactCentresolution #ContactCenterService #callcentersolution
This document discusses empowering government departments with Siebel public sector CRM. It provides an overview of Siebel's capabilities for public sector CRM including citizen relationship management, economic development programs, case management, and citizen self-service. The presentation aims to provide insight into how Siebel can help manage effective customer interactions through modules like case management, business rules automation, and its ability to integrate with other systems like Oracle ERP. Key benefits highlighted include improved citizen satisfaction, ensuring compliance, and reducing the cost of service delivery.
Retail Case Study: HCLT facilitates a leading home furnishing retailer optimi...HCL Technologies
This home furnishings retailer was looking to optimize IT costs and focus on its core business. It engaged HCL to provide managed services for its IT operations across supply chain, retail management, and other areas. HCL helped reduce costs through standardized processes and offshore delivery. It achieved a significant reduction in inventory costs and improved service response times and SLA adherence. This allowed the retailer to reallocate funds to new initiatives.
Similar to access method applicationupgrade us (20)
Pivotal Mobile Customer Relationship Management (CRM) applications provide a range of solutions that ensure a sale is never delayed because of limited access to critical data.
The Pivotal Service suite has been designed to drive improvements in customer service while reducing operating and maintenance costs throughout the customer lifecycle — while improving the quality of customer interactions.
Pivotal CRM for Home Building and Real Estate is a clear choice for single- and multi-family home builders and other real estate industry firms looking to increase operational efficiency, gain competitive advantage, and meet the challenges of a market slowdown.
Wird ein Social CRM Tool mit dem Anspruch implementiert, die ohnehin nur mäßig funktionierende CRM Installation zu verbessern, führt dies so gut wie sicher zu einer Enttäuschung. Die besten Projektergebnisse erzielt ein Social CRM als natürliche Erweiterung der bisherigen CRM-Tools und-Strategien
CDC MarketFirst Analytics provides marketers with a powerful analytics engine and integrated tools to analyze marketing campaign performance and monitor results in real-time. It features customizable dashboards, pre-built reports, alerts and the ability to drill down into metrics to optimize campaigns and resources. The solution aims to help users make faster, data-driven decisions to improve results and accountability with minimal IT impact or costs.
Implementing lead management best practices through marketing automation reduces the cost of marketing, fills the sales pipeline faster with better quality leads, and grows revenue
Pivotal SyndMail is an email marketing tool that integrates with Pivotal CRM to allow users to segment contacts from their CRM database and send personalized email campaigns. It automates list management, email delivery, and reporting. Marketers can use it to schedule recurring email campaigns and track metrics like open and click-through rates. Recipients can also manage their email preferences through a self-service module.
Explains how businesses can use CRM to foster and implement customer-centric innovation, enhancing the customer experience and creating internal efficiencies to establish a clear competitive edge.
Explains the practical CRM tools that can help to introduce repeatable, proven process to your sales team. So you can help them figure out what works best.
Explains the real, practical advantages healthcare payer organizations can experience by using CRM technology to streamline and minimize paper-based processes.
From Complexity and Frustration to Simplicity and Effectiveness it is the most viable foundation for discovering new opportunities that build momentum and inspire growth.
This document summarizes key considerations for choosing a Customer Relationship Management (CRM) system. It discusses that CRM is about more than just software - it changes how a company relates to and understands its customers. It then provides 5 tips: 1) be careful of overly complex or limited CRM options, 2) see CRM as a journey not destination, 3) view it as an investment in business results not just software, 4) know your own business needs best, and 5) choose a CRM that can adapt as the business changes. The document emphasizes the importance of a CRM with breadth of functionality rather than just depth of features.
How financial services companies are using customer relationship management to converge people, processes, and products more effectively to earn the position of valued partner, and embark on true relationship banking — with the end result of growing business momentum
Implementing lead management best practices through marketing automation reduces the cost of marketing, fills the sales pipeline faster with better quality leads, and grows revenue
The crm journey from productivity to profitPivotal CRM
How companies across a vast selection of industries are using customer relationship management to converge people, processes, and products more efficiently.
Addressing the contact center opportunity, discuss five important contact center trends, and explain how companies can embrace these trends to create a smart strategy that can improve the top and bottom line.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Pivotal crm for medical device manufacturersPivotal CRM
This document discusses how medical device manufacturers can improve their go-to-market strategies using customer relationship management (CRM) solutions. It outlines several challenges manufacturers face in getting products to market quickly and profitably, including being late to market, not understanding customer relationships and influencers, and not having the right sales teams assigned to accounts. The document argues that CRM solutions can help manufacturers overcome these challenges by integrating customer data, streamlining processes, and engaging customers to transform organizations and commercialize products more effectively.
Driving Business Innovation: Latest Generative AI Advancements & Success StorySafe Software
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
Dandelion Hashtable: beyond billion requests per second on a commodity serverAntonios Katsarakis
This slide deck presents DLHT, a concurrent in-memory hashtable. Despite efforts to optimize hashtables, that go as far as sacrificing core functionality, state-of-the-art designs still incur multiple memory accesses per request and block request processing in three cases. First, most hashtables block while waiting for data to be retrieved from memory. Second, open-addressing designs, which represent the current state-of-the-art, either cannot free index slots on deletes or must block all requests to do so. Third, index resizes block every request until all objects are copied to the new index. Defying folklore wisdom, DLHT forgoes open-addressing and adopts a fully-featured and memory-aware closed-addressing design based on bounded cache-line-chaining. This design offers lock-free index operations and deletes that free slots instantly, (2) completes most requests with a single memory access, (3) utilizes software prefetching to hide memory latencies, and (4) employs a novel non-blocking and parallel resizing. In a commodity server and a memory-resident workload, DLHT surpasses 1.6B requests per second and provides 3.5x (12x) the throughput of the state-of-the-art closed-addressing (open-addressing) resizable hashtable on Gets (Deletes).
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/
Chris Jones, Director of Product Management at BrainChip , presents the “Temporal Event Neural Networks: A More Efficient Alternative to the Transformer” tutorial at the May 2024 Embedded Vision Summit.
The expansion of AI services necessitates enhanced computational capabilities on edge devices. Temporal Event Neural Networks (TENNs), developed by BrainChip, represent a novel and highly efficient state-space network. TENNs demonstrate exceptional proficiency in handling multi-dimensional streaming data, facilitating advancements in object detection, action recognition, speech enhancement and language model/sequence generation. Through the utilization of polynomial-based continuous convolutions, TENNs streamline models, expedite training processes and significantly diminish memory requirements, achieving notable reductions of up to 50x in parameters and 5,000x in energy consumption compared to prevailing methodologies like transformers.
Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.
What is an RPA CoE? Session 1 – CoE VisionDianaGray10
In the first session, we will review the organization's vision and how this has an impact on the COE Structure.
Topics covered:
• The role of a steering committee
• How do the organization’s priorities determine CoE Structure?
Speaker:
Chris Bolin, Senior Intelligent Automation Architect Anika Systems
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-EfficiencyScyllaDB
Freshworks creates AI-boosted business software that helps employees work more efficiently and effectively. Managing data across multiple RDBMS and NoSQL databases was already a challenge at their current scale. To prepare for 10X growth, they knew it was time to rethink their database strategy. Learn how they architected a solution that would simplify scaling while keeping costs under control.
AppSec PNW: Android and iOS Application Security with MobSFAjin Abraham
Mobile Security Framework - MobSF is a free and open source automated mobile application security testing environment designed to help security engineers, researchers, developers, and penetration testers to identify security vulnerabilities, malicious behaviours and privacy concerns in mobile applications using static and dynamic analysis. It supports all the popular mobile application binaries and source code formats built for Android and iOS devices. In addition to automated security assessment, it also offers an interactive testing environment to build and execute scenario based test/fuzz cases against the application.
This talk covers:
Using MobSF for static analysis of mobile applications.
Interactive dynamic security assessment of Android and iOS applications.
Solving Mobile app CTF challenges.
Reverse engineering and runtime analysis of Mobile malware.
How to shift left and integrate MobSF/mobsfscan SAST and DAST in your build pipeline.
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
Digital Banking in the Cloud: How Citizens Bank Unlocked Their MainframePrecisely
Inconsistent user experience and siloed data, high costs, and changing customer expectations – Citizens Bank was experiencing these challenges while it was attempting to deliver a superior digital banking experience for its clients. Its core banking applications run on the mainframe and Citizens was using legacy utilities to get the critical mainframe data to feed customer-facing channels, like call centers, web, and mobile. Ultimately, this led to higher operating costs (MIPS), delayed response times, and longer time to market.
Ever-changing customer expectations demand more modern digital experiences, and the bank needed to find a solution that could provide real-time data to its customer channels with low latency and operating costs. Join this session to learn how Citizens is leveraging Precisely to replicate mainframe data to its customer channels and deliver on their “modern digital bank” experiences.
The Microsoft 365 Migration Tutorial For Beginner.pptxoperationspcvita
This presentation will help you understand the power of Microsoft 365. However, we have mentioned every productivity app included in Office 365. Additionally, we have suggested the migration situation related to Office 365 and how we can help you.
You can also read: https://www.systoolsgroup.com/updates/office-365-tenant-to-tenant-migration-step-by-step-complete-guide/
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/how-axelera-ai-uses-digital-compute-in-memory-to-deliver-fast-and-energy-efficient-computer-vision-a-presentation-from-axelera-ai/
Bram Verhoef, Head of Machine Learning at Axelera AI, presents the “How Axelera AI Uses Digital Compute-in-memory to Deliver Fast and Energy-efficient Computer Vision” tutorial at the May 2024 Embedded Vision Summit.
As artificial intelligence inference transitions from cloud environments to edge locations, computer vision applications achieve heightened responsiveness, reliability and privacy. This migration, however, introduces the challenge of operating within the stringent confines of resource constraints typical at the edge, including small form factors, low energy budgets and diminished memory and computational capacities. Axelera AI addresses these challenges through an innovative approach of performing digital computations within memory itself. This technique facilitates the realization of high-performance, energy-efficient and cost-effective computer vision capabilities at the thin and thick edge, extending the frontier of what is achievable with current technologies.
In this presentation, Verhoef unveils his company’s pioneering chip technology and demonstrates its capacity to deliver exceptional frames-per-second performance across a range of standard computer vision networks typical of applications in security, surveillance and the industrial sector. This shows that advanced computer vision can be accessible and efficient, even at the very edge of our technological ecosystem.
HCL Notes and Domino License Cost Reduction in the World of DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdfChart Kalyan
A Mix Chart displays historical data of numbers in a graphical or tabular form. The Kalyan Rajdhani Mix Chart specifically shows the results of a sequence of numbers over different periods.
Fueling AI with Great Data with Airbyte WebinarZilliz
This talk will focus on how to collect data from a variety of sources, leveraging this data for RAG and other GenAI use cases, and finally charting your course to productionalization.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
Main news related to the CCS TSI 2023 (2023/1695)Jakub Marek
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
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