This document discusses Pivotal CRM, a customer relationship management software for financial services firms. Pivotal CRM offers configurable solutions tailored for asset management, capital markets, private banking, and commercial banking. It provides functionality reflecting industry processes and data models. Pivotal CRM allows firms to streamline processes, gain insights into client relationships and value, and structure sales processes for consistency. The solutions are designed to help financial services firms improve customer service, identify opportunities, and gain competitive advantages through relationships.

1. Pivotal CRM for Financial Services
CRM That Fits Your Business

2. “We selected Pivotal CRM because itwe want to do business. The
that can be configured for the way
offers advanced functionality
strengths of a Pivotal CRM solution became obvious after we
evaluated other providers—both enterprise- and industry-specific.
The flexibility of Pivotal CRM will allow us to deliver a solution
faster while maintaining our focus on business objectives.
Ultimately, the system will enable us to provide world-class
customer service, expand our products and services, and identify
sales opportunities and target markets for the products we offer.
”
Jim Robinson, Executive Vice President, Farm Bureau Insurance of Michigan

3. CRM That Fits Your Business
With increasing commoditization across the industry, financial services firms are struggling to attract
new clients and retain existing ones without placing constant downward pressure on revenue margins.
Forward-thinking financial services firms are looking to strategic technologies such as customer
relationship management (CRM) to help them differentiate their offerings and realize the business
efficiencies required to continue to grow revenues in a competitive commodity market.
The financial services industry is replete with complex discrete industry-tailored CRM offerings for institutional
processes and even more complex webs of relationships. asset management, mutual fund wholesaling, capital
Accordingly, financial services firms across the industry markets, private banking, and commercial banking,
face mounting challenges in terms of collaboration, Pivotal CRM for Financial Services puts critical
coordination, and relationship management. Institutional relationships at the core of organizational strategy in a
and mutual fund wholesaling firms need to keep track way that fits the business processes of financial services
of vast networks of brokers and consultants and identify firms. It offers comprehensive, integrated capabilities
top sources of profitability. Capital markets firms that increase insight into operational performance,
need to manage complicated deals and synchronize streamline processes across the value chain, and improve
activities with large numbers of team members and responsiveness to client demands, helping financial
stakeholders; they also need better ways to match services firms build relationship capital.
research and information with interested clients to
keep trade volume high. Private banks need to meet
rising client expectations while keeping costs in check.
Firms in the financial services industry are
Commercial banks need to prevent their clients from
experiencing new pressures to increase
pursuing alternative sources of funding. And across the efficiencies and improve client relationships:
industry, regulatory compliance has become a source of
anxiety—and a drain on resources. • Responding to increased commoditization
and downward pressure on margins
Two related traits are shared by all of these lines • Competing with an ever-increasing variety
of business: an imperative to improve competitive of alternative investment vehicles and
differentiation and a high dependency on client financing options
relationships. Whether the “client” in question is a
business, an institutional investor, a broker-dealer, or a • Integrating their systems and operations
high-net-worth individual, financial services firms must enterprise-wide
build and maintain strong relationships with them to • Meeting the evolving compliance demands
thrive in the marketplace. Without solid relationships, the of regulators
increasing commoditization of financial services offerings In response, they are adopting new strategies to
makes it incredibly difficult to retain a stable client base. As sustain revenue growth and achieve higher levels
such, financial services firms are looking at strategies for of client satisfaction:
improving customer satisfaction and maximizing the total
lifetime value of their clients. Such an approach requires • Shifting toward a client-centric business
realignment toward client-centric organizational goals. It model to leverage the lifetime value of clients
requires a commitment to delivering outstanding client • Gaining greater insight into client value,
service, to maintaining a lifelong relationship with clients, preferences, and behaviors
and to creating a seamless, branded, and finely tuned • Automating time-consuming tasks and
client experience that creates competitive differentiation. leveraging productivity tools for increased
To support new client-centric business strategies, financial collaboration
services firms are turning to customer relationship • Creating a highly responsive and agile
management to become more competitive in selling, business through enabling technologies
marketing, and providing service to their clients. With
Pivotal CRM for Financial Services 3

4. A Partner You Can Trust
Pivotal CRM is a leading customer relationship applications is designed to make all client-facing
management software suite from CDC Software, The departments within financial services firms work
Customer-Driven Company.™ Pivotal CRM is the only in unison to attract, win, and retain profitable
CRM suite offering rich financial services functionality, relationships. The result is less customization and
a full enterprise application suite, and best-in-class integration, leading to lower implementation costs.
customization abilities, all with a low total cost of
ownership. Through our experiences with more than • Fit unique client strategies and imperatives:
1,800 customers in over 35 countries, we’ve learned how Pivotal CRM is the industry’s most flexible, scalable,
to help companies craft and implement a CRM strategy easy-to-customize CRM platform. Built on the
that gets real, measurable results. We understand the Microsoft® .NET Framework, Pivotal CRM is easy to
specific needs of diverse financial services business modify, integrate, deploy, and maintain. The industry-
lines, and we deliver CRM that fits the needs of financial leading Pivotal CRM customization toolkit provides
firms today—while offering unparalelled flexibility to the ability to cost-effectively adjust processes,
help them seize the emerging business opportunities of enabling financial services firms to capitalize on
tomorrow with fast, cost-effective adaptability. unique business processes to reinforce competitive
advantage. The flexible development platform
A leader in CRM for the financial services industry, Pivotal even allows firms to build out additional integrated
CRM has worked with institutional and mutual fund features and applications, faster and more cost-
wholesaling firms, private and commercial banks, and effectively than custom development.
capital markets firms to develop enterprise solutions that
fit the unique requirements of their lines of business, • Fit each company’s timeline, budget, and
right out of the box, while also offering the flexibility expectations: Our commitment to providing CRM
to customize to individual companies’ needs. Our team extends far beyond our product offerings. We offer
boasts unrivaled domain expertise and experience, and a continuum of services designed to help financial
we’re committed to helping you succeed. services firms implement, maintain, use, and support
Pivotal CRM at a pace that produces reliable results at
By choosing Pivotal CRM, financial services firms are a lower total cost of ownership.
assured of solutions that:
In addition to helping you put your client relationships at
• Fit specific industry and business processes: the center of your operations, Pivotal’s CRM suite provides
Pivotal CRM offers a full range of software solutions powerful productivity tools that produce measurable
that deliver built-in best practices specific to the most business benefits in terms of process efficiency, employee
pressing challenges faced by institutional and mutual collaboration, data accuracy, sales effectiveness,
fund wholesalers, capital markets firms, private banks, streamlined communications, cost-effective marketing,
and commercial banks. Our suite of industry-tailored and much more.
“a range CRM serves its key verticals—financial services and insurance (FSI)—with
Pivotal
of microvertical solutions, including private banking, asset management,
investment banking, and healthcare insurance. Firms can jump-start deployments by
starting with one of these preconfigured solutions and then make it their own through
Pivotal CRM’s strong customization tool kit. To comply with FSI firms’ strong need for
security, Pivotal CRM has best-in-class roles and access rights control, including support
for field-level security.
”
Liz Herbert, Forrester
“Midmarket Sales Force Automation Scorecard Summary: Pivotal,” November 22, 2005
4 Pivotal CRM for Financial Services

5. Integrated, Comprehensive, and Highly Targeted to the
Needs of Financial Services Businesses
Pivotal CRM for Financial Services offers industry-specific • Pivotal CRM for Capital Markets: Helps investment
solutions that enable institutional and mutual fund bankers manage deals more smoothly and enables
wholesaling firms, capital markets firms, private banks, sales, trading, and research to reach clients faster with
and commercial banks to better manage information and more relevant information.
relationships throughout the client lifecycle and across
the enterprise. Designed from our experience working • Pivotal CRM for Private Banking: Allows private
with financial services industry leaders, Pivotal CRM banks to deliver exceptional personalized service to
solutions provide functionality that reflects the business high-net-worth clients and monitor cost-versus-value
processes and data models used by the industry, right as well as sophisticated household and account
out of the box, offering a superior business fit. Seamless influence dynamics.
out-of-the-box integration with Microsoft Office, Outlook, • Pivotal CRM for Commercial Banking: Empowers
and SharePoint gives users unprecedented usability commercial banks to gain greater insight into their
and one-stop access to all their favorite tools, making clients’ business pains to identify new opportunities
Pivotal CRM the hub of their daily activity, and role-based and better meet their needs.
navigation streamlines the user experience for optimal
user-friendliness. Built on the highly flexible Pivotal With a comprehensive suite of solutions for asset
enterprise CRM platform, Pivotal CRM solutions can also management, capital markets, private banking, and
be easily tailored and customized to meet individual commercial banking, as well as a proven commitment to
companies’ business requirements—and quickly adapted the financial services sector, only Pivotal CRM offers the
to evolving needs. depth of functionality, domain expertise, and flexibility
financial services companies need to gain a competitive
Pivotal CRM for Financial Services includes a suite of edge in the market. Adaptable to the needs of individual
discrete CRM products designed to help financial services firms, Pivotal CRM for Financial Services solutions can
business lines: be implemented individually or in combination to meet
• Pivotal CRM for Institutional Asset Management & the needs of firms serving multiple lines of business. The
Pivotal CRM for Mutual Fund Wholesaling: Enable union of industry-tailored and custom components, along
asset managers to identify top sources of profitability with the inherent flexibility of the Pivotal CRM platform,
and navigate complex networks of brokers and enables financial services firms to obtain a custom system
influencers to inform more strategic business decisions. without the high cost of in-house development.
“ Using the Pivotal CRM solution, our senior financial advisors have increased
quarter over quarter sales revenue by almost 20 percent. Management effectiveness has
increased. Now that we have a single unified system, we can ask members how they want
to be served. Do they want Internet banking, but prefer a face-to-face discussion about
loans? We can use the answers to direct our resources where the members want them.
Fred Cook, CIO, North Shore Credit Union ”
“Firms can cut that comes preconfigured with objects, fields, and reports industry-
specific edition
their implementation length—and budget—by finding an
that they
would have to customize in a generic product.
” Liz Herbert, Forrester
“The Forrester Wave : Midmarket Sales Force Automation, Q4 2005,” November 22, 2005
™
Pivotal CRM for Financial Services 5

6. “The assetthose who wantbusiness is entering a new
era, and
management
to compete will need to
better manage client, broker, and consultant data.
CRM is not a client imperative, risk/compliance
requirement, or efficiency initiative: It’s all three.
”
TowerGroup

7. Asset Management
Capitalize on Superior Client Relationships
With increased competition from a growing spectrum Wholesaling save asset managers hours of repetitive work
of alternative investments, expanding and evolving every day with built-in workflows that increase efficiency
regulatory demands, and rising client expectations, and reduce training costs. Data-driven workflows can
asset managers face a variety of challenges in an improve collaboration by coordinating the numerous
already complex business. To meet these demands, steps and stakeholders involved in critical processes,
asset management firms must effectively foster the including account setup and the RFP response process.
relationships that form the bedrock of their business— In-house policies and regulatory guidelines can also be
relationships with consultants, influencers, broker-dealers, built into the system for automatic compliance.
prospects, and clients. To help them achieve this, Pivotal
CRM offers two industry-specific solutions: Pivotal CRM
Structure the sales process for
for Institutional Asset Management and Pivotal CRM for
Mutual Fund Wholesaling.
consistent results
Implement proven sales methodologies across the
organization to ensure systematic adherence to best
Gain new clarity through consolidated, practices. Pivotal CRM for Institutional Asset Management
accessible information and Pivotal CRM for Mutual Fund Wholesaling support
Centralize information to save time and increase accuracy, structured sales processes, allowing asset management
while gaining deeper client insight. Pivotal CRM for firms to consistently implement the sales processes that
Institutional Asset Management and Pivotal CRM for have proven most effective. Modeling the success of the
Mutual Fund Wholesaling form a centralized, consolidated most productive sales professionals maximizes revenue
repository of all a firm’s client, consultant, broker-dealer, and improves the efficiency of the entire client lifecycle.
opportunity, competitor, and product information,
breaking down “data silos.” Any authorized employee
Identify and understand top sources
can get an instant, 360-degree picture of the parties with
whom they interact—whether they are clients, prospects,
of profitability
consultants, brokers, or organizations—empowering Know who makes you money—and who costs you.
them to provide informed, personalized service and Pivotal CRM for Institutional Asset Management and
ensuring that all who interact with the firm receive Pivotal CRM for Mutual Fund Wholesaling enable asset
consistent, knowledgeable, high-quality service, no managers to analyze where the deals are coming from:
matter whom they speak to. A RIM® BlackBerry®-resident which consultants or other influencers, or which broker-
application extends this capability to mobile workers. dealers, are contributing most to the firm’s bottom line.
Furthermore, firms can measure the expenses associated
with forging and maintaining these relationships against
Streamline processes to dramatically improve related revenues, getting a true sense of profitability.
productivity Information rolled up at the broker/consultant, branch,
Work faster—and smarter—by streamlining and and firm level allows users to examine the big picture—or
automating processes, freeing up more time for drill down to find greater detail.
higher-value activities. Pivotal CRM for Institutional
Asset Management and Pivotal CRM for Mutual Fund
“ Asset management firms that have chosen vertical applications over horizontal
applications are achieving lower implementation costs and higher user adoption. The
more asset-management-specific functionality available right out of the box, the easier the
implementation, the less customization required, and the higher the chance of success.
”
TowerGroup
Pivotal CRM for Financial Services 7

8. Capital Markets
Collaborate More Profitably
Relationships are critical to cultivating new business
and retaining existing clients for capital markets firms. • Improve collaboration with automated
Ensuring consistency and optimizing productivity can workflows for managing deals and other
be real challenges for investment banks, which face complex processes
collaboration challenges due to the complex network • Develop a competitive edge with faster delivery
of internal and external parties involved in deals. On the of time-sensitive research and information
equity sales, trading, and research side of capital markets
• Maintain information integrity with a built-in
firms, speed and depth of client knowledge are critical
“ethical wall”
to increasing trade volume and leveraging research. A
complete end-to-end relationship management system,
Pivotal CRM for Capital Markets is the only enterprise-class practices. Streamlined automatic and ad-hoc distribution
CRM system tailored to meet the needs of both sides of of analyst research increases value to clients and
capital markets firms. improves collaboration between the research and sales
and trading teams.
Effectively manage deals, opportunities, and
relationships Understand intricate webs of relationships to
Ensure no opportunity or relationship slips through the uncover new opportunities
cracks by performing better, more thorough information Track and model multi-dimensional relationships in an
management. Pivotal CRM for Capital Markets enables easy-to-understand manner. Pivotal CRM for Capital
investment bankers to maintain a comprehensive Markets gives investment-bank personnel instant, at-a-
working-group list and share data on IPOs, M&As, glance insight into the complex network of stakeholders
and other deals between members for more effective and relationships—owners, executives, shareholders,
collaboration. Road-show scheduling helps streamline boards of directors, consultants, lawyers, and more—
execution. And relationship-management tools for involved in a firm, deal, or syndicate. This can furnish the
scheduling calls and other nurturing activities ensure information needed to capitalize on individual personal
that important relationships are well maintained. A RIM® relationships on a firm-wide level, providing the route
BlackBerry®-resident application empowers users to into new opportunities and syndicates and offering the
access key information and features anytime, anywhere. connections needed to help close deals smoothly.
Execute more trades and distribute research Address compliance demands and ethical
more efficiently considerations
Match clients and information faster and with more Leverage technology to ease compliance pressures and
precision. Pivotal CRM for Capital Markets combines ensure ethical practices. Fully integrated with Microsoft®
comprehensive information about institutional-client Office, Pivotal CRM for Capital Markets makes it easy
holdings and interests with automatic notification of hot to record and store all client interaction and related
leads and new research, allowing sales and trading to documentation directly within the client profile, creating
quickly and easily pair up clients and information, leading a valuable audit trail. Furthermore, Pivotal CRM for Capital
to increased trade volume. Embedding structured custom Markets is designed with a built-in “ethical wall,” ensuring
workflows into the application ensures a consistent appropriate division between corporate finance and
institutional-client experience and adherence to best sales/trading and research.
8 Pivotal CRM for Financial Services

9. Private Banking
Provide a High-net-worth Client Experience
The private banking industry faces complex challenges,
from increased competition, investor skepticism, and • Leverage relationships more effectively with
deregulation to globalization and consolidation in the insight into households and client influence
marketplace. Pivotal CRM for Private Banking enables
wealth managers to address these challenges with ease • Improve collaboration with automated
by helping them streamline operations, gain greater workflows for managing account setup and other
insight into the cost and value of client service, and complex processes
deliver an outstanding client experience that cultivates a • Develop a competitive edge with more
loyal client base. personalized service
Track and understand client value
and profitability Manage book of business efficiently
Know exactly what each client is worth to your business. Work more effectively using a one-stop dashboard. The
Pivotal CRM for Private Banking gives private banks launching pad for Pivotal CRM for Private Banking is the
comprehensive client profiles that enable them to gain fully personalized Pivotal SmartPortal, which the user
instant insight into the value of their clients—including can configure to show pending activities, account status,
both their direct value and their influence on other top contact information, value rankings, third-party data
accounts, through sophisticated household tracking. feeds, and more. This brings the tools and information
Likewise, Pivotal CRM helps private banks track the cost of users need to increase productivity and organization
serving their clients, giving insight that can help them cut together in a single screen for one-click access, enabling
costs strategically. wealth managers to effectively manage leads, referrals,
and opportunities for better results.
Improve relationships with high-net-worth
clients Increase cross-selling and up-selling
Retain your firm’s most valuable clients by deepening opportunities
their ties to the firm. High-net-worth clients demand Empower wealth managers with the information they
more from their financial institutions, and Pivotal CRM need to seize additional selling opportunities. Pivotal CRM
for Private Banking helps users exceed expectations. By for Private Banking gives users a 360-degree view of client
planning out consistent contact schedules, coordinating accounts, with critical information such as assets and
account-service activities, and delivering the account liabilities, share of wallet, net worth, and demographic
transparency and personalized service high-net-worth information, giving them better insight into potential
clients require, private banks can increase client up-selling and cross-selling prospects. In addition,
satisfaction and loyalty. automatic cross-selling prompts ensure opportunities are
consistently pursued, and information about competing
products helps users sell more strategically.
“Our CRM strategy will allow business everyday. Weofare very excited to beinformation
that is flowing through our
us to make better use the critical member
working
with Pivotal CRM. No other CRM provider offered out-of-the box financial services
CRM functionality as well as the flexibility to further tailor the system to
closely match our member service processes.
”
Eric Acree, Executive Vice President, Vantage Credit Union
Pivotal CRM for Financial Services 9

10. Commercial Banking
Leverage Client Insight
In today’s business environment, commercial banks
face increasing competition from new players, including • Uncover new opportunities using deeper insight
global banks and alternative sources of funds. In into client needs and behaviors
response, they need to work harder to ensure that their
clients feel valued and receive high-quality service that • Reduce sales cycles and increase conversion
promotes client loyalty. Pivotal CRM for Commercial rates by working collaboratively using automated
Banking provides the foundation and tools commercial workflows
banks need to implement processes that maximize • Ensure that client relationships survive employee
opportunities and to craft a client experience that departure by centralizing client information
differentiates them from competitors.
Profit from a holistic view of the client
Understand your clients better with a comprehensive using Pivotal CRM to track and understand market,
repository of client information, shared across the competitor, client, and sales trends encourages more
enterprise. Pivotal CRM for Commercial Banking makes all proactive account management, as well as more informed
client data, including account value and service details, decision-making.
centrally available to all authorized employees, ensuring
that no matter who responds to client inquiries or what Manage opportunities for optimum
channel is used, clients receive consistent, informed
productivity
service. Deeper client knowledge leads to better insight
into new opportunities—understanding your client’s Close more business by tracking and managing
business pains and historical patterns can help uncover opportunities in the CRM system. Pivotal CRM for
openings for cross-selling and up-selling. Commercial Banking centralizes and streamlines the
management of business opportunities, delivering
superior results and increasing productivity. Opportunities
Develop and retain corporate knowledge for internal commercial banking affiliates, and as Cash
Ensure valuable information and relationships accrue Management, can be easily identified, increasing referrals.
to the firm, not just the employee. Pivotal CRM for Opportunities can be assigned to individuals or groups,
Commercial Banking helps companies build up a as can activities and next steps. Automated workflows
centralized, shared repository of client intelligence facilitate group collaboration across departments and lines
that can be leveraged across the enterprise. When a of business, helping progress opportunities more quickly,
relationship manager leaves the firm, this valuable shortening the sales cycle. Meanwhile, comprehensive
information remains a corporate asset, ensuring information regarding opportunity value and probability
consistent service and protecting the firm’s investment in to close is easily accessible to managers, allowing for more
building important client relationships. precise forecasting.
Become proactive in relationship management
Take the guesswork out of relationship-building by
planning out an entire year of client communication and
contact strategically. Pivotal CRM for Commercial Banking
enables users to map out client relationship touch-points
to ensure regular, coordinated interaction. Furthermore,
10 Pivotal CRM for Financial Services

11. “You hear aour of talk that it ROI and determining thehow I lookCRM. There’s no
question in
lot
minds
about
is successful. But here’s
value of
at it: our CRM
system is really the nerve center of our customer-facing business, and you can see
for yourself that our numbers exceed those in our industry… Pivotal CRM is the
cornerstone to the success of our CRM strategy.
”
Jim Greufe, Vice President, Farm Credit Services of America
Pivotal CRM for Financial Services 11

12. Pivotal CRM for Financial Services
Build Relationship Capital
As the only comprehensive, enterprise-class CRM them to achieve insight into client preferences and
solutions designed specifically to meet the needs of behaviors that can inform and refine their entire business
individual lines of business within the financial services strategy. It helps firms precisely manage a consistent
industry, Pivotal CRM for Financial Services offers and personalized client experience that builds lasting,
superior choices for institutional asset management profitable relationships.
firms, mutual fund wholesaling firms, capital markets
firms, private banks, and commercial banks. With distinct Smart financial services firms are taking immediate action
but complementary offerings for each of these lines of to implement systems and processes that will help them
business, Pivotal CRM is unrivalled in its ability to meet create and sustain a competitive edge regardless of
the needs of financial services firms looking to increase market conditions. With Pivotal CRM, financial services
operational efficiency, improve collaboration, and gain firms can maximize client satisfaction as they derive
competitive advantage. economic value from every client touch-point, increasing
client loyalty by building relationship capital.
By giving financial services firms a 360-degree view of
their clients, Pivotal CRM for Financial Services enables
Contact a Pivotal CRM representative today to learn more about how Pivotal CRM can address your unique needs.
Call +1 877-PIVOTAL (+1 877-748-6825) or visit us at www.pivotal.com/financialservices.
North America International
Pivotal CRM Pivotal CRM
Suite 800 – Guinness Tower Pioneer House
1055 West Hastings Street 7 Rushmills, Northampton
Vancouver, BC V6E 2E9 United Kingdom NN4 7YB
+1 877-748-6825 +44 (0) 1604 630050
info@pivotal.com info-intl@pivotal.com
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