C a s e
Micro Focus rebuilt its application infrastructure using the Pivotal
CRM platform. With more than 450 users worldwide, the company
has significantly benefited from standardizing on a single application
platform across all business functions, including marketing, sales,
s t u d y
service, finance, distribution, and HR.
Company Overview • Reduced sales cycles and increased revenues by
Founded in the United Kingdom in 1976, Micro creating highly targeted leads for proactive selling
Focus provides world-class solutions for developing through the tighter integration of marketing and
and deploying COBOL applications on contemporary sales
platforms and architectures, ensuring that IT • Increased customer satisfaction leading to
departments can make the most of their existing increased customer retention rates
enterprise application systems. Supported by
a network of Micro Focus professional services • Justified its investment in the Pivotal CRM system
expertise including partners, systems integrators, Due to these early successes with the new system,
and in-house training, customers fully implement Micro Focus intends to continue to expand its use
superior legacy development practices and optimize of Pivotal CRM as the standard for its business
use of the Micro Focus solutions. applications platform.
Micro Focus International Ltd. is an independent,
privately held company with equity investment from
the Move to Pivotal CRM
Golden Gate Capital. The company has more than In August 2001, Micro Focus needed to build a new
470 employees worldwide, with principal offices in independent business applications infrastructure.
the United Kingdom, United States, and Japan. This gave Micro Focus the opportunity to make
strategic decisions about exactly which areas of their
Analyst firm Gartner Inc. estimates that more than business would benefit from the new infrastructure.
70 percent of computer code in the world is written
in a legacy application with an estimated 200 billion The initial focus was on improving the way in which
lines of COBOL code. Micro Focus capitalizes on the company managed its customer information, not
that figure to enable companies to unlock value from purely through a contact management system, but
their existing technology investments by transforming rather by enabling its business managers to more
and re-using legacy systems into Internet- and client/ effectively generate new business, manage existing
server-ready applications that lower costs, minimize customers, and provide higher levels of customer
risk, and increase business agility. service.
What was quickly realized was that this new
summary applications infrastructure would need to touch all
In less than two years Micro Focus has completely aspects of the Micro Focus business if it was to be
transformed its application infrastructure to, what of real benefit to the company.
is today, a highly responsive, integrated and easy-
to-use set of business applications deployed Whilst the company assessed the benefits of a
throughout the entire business. All areas of Micro number of CRM vendors’ technologies, the decision
Focus are using Pivotal CRM applications including to build the new infrastructure on the Pivotal CRM
marketing, sales, service, finance, distribution, and platform was heavily driven by the following factors:
• Need to deploy within four months
As a result, the company has realized the following • Requirement to customize applications in line with
benefits: specific business needs
• Reduced costs of handling customer enquiries • Need to integrate with existing systems, including
System Union’s SUN accounting system for
• Reduced customer enquiry response times
finance, Teloquent CTi system for service and
• Increased employee satisfaction support, and Taxware, the companies tax
• Reduced employee turnover application; Pivotal CRM’s support for Visual
Basic, XML, and SOAP were key factors for
• Increased sales efficiencies through faster, ensuring successful integration
more accurate and extensive sales forecasting,
opportunity management and prioritization
Pivotal CRM | Case Study
• Need to get users of the new applications trained, and up • Human Resources - employee management including
and running as quickly as possible employee change history and organizational chart
• Need to work with a proven provider of technology solutions
who would act as a true extension of the Micro Focus • Executive Team - business performance monitoring,
development team reporting and analysis, including CFO and CEO
Implementing the New Infrastructure
The Pivotal Professional Services team worked closely with the Improving Customer service 24x7x365 around
in-house Micro Focus developers to assist with both technical the World
training and the customization of the new system. The With a strong emphasis on improving the levels of service
in-house developers quickly became familiar with the power provided to their customers, Micro Focus has used Pivotal
and flexibility of the Pivotal CRM platform, enabling Phase 1 of CRM to help streamline their customer services department
the development project involving deployment to 150 users to and improve efficiencies.
be completed within four months.
In particular, the worldwide technical support team is now able
Commenting on the success of Phase 1, Sanjeev Garg, to capture, manage and respond to support incidents through
Director of Worldwide Business Systems, Micro Focus the more efficient access to and presentation of customer
International Ltd., said, “Pivotal Professional Services were information. This is achieved by linking serial numbers with
instrumental in getting Micro Focus up and running in a record customer licence and support histories. In so doing, the
four months. The overall approach for the project was for the support team have all the necessary information immediately
Pivotal CRM team to act as the technical lead working with our available to them allowing them to more effectively manage
in-house team to assist with making the right customization and resolve customer issues as they arise.
Furthermore, Micro Focus has made use of Pivotal CRM’s
Garg continued, “We needed to create a single, unified web-based, self-service functionality by developing a
database of customer information to underpin all our business customer portal which provides a range of services including
functions. We knew that this approach would enable us to a knowledge base, incident logging & tracking facility, and
take the new applications infrastructure beyond pure CRM downloadable patches and fixes.
and place us in the strongest possible position to not only
extend the use of the new system beyond marketing, sales Conclusion
and service, but, more importantly to enable Micro Focus to In less than two years, Micro Focus is now able to more cost
become a truly customer focused organization.” effectively and efficiently manage and respond to customer
enquiries and requests. Customer information is available
serving the Needs of Business on a online throughout the organization and is accessible from
day-to-day Basis anywhere in the world.
Using Pivotal CRM to provide them with an end-to-end
business applications infrastructure has led Micro Focus to Increased efficiencies have given rise to higher levels of
realise a range of business efficiencies. At the highest level, employee satisfaction as employees are now able to focus on
the Pivotal CRM solution has not only enabled the company the job at hand rather than finding themselves restricted by
to streamline and integrate its internal business functions, it inflexible, cumbersome systems and applications.
has also helped to strengthen the company’s position in the Business managers can now quickly and accurately forecast,
marketplace. manage, and prioritize sales on a global basis, which had
The following provides just a few examples of how the various previously proved difficult.
different business functions within Micro Focus are using By aligning their marketing and sales operations more closely
Pivotal CRM applications, together with CDC MarketFirst: through the use of a single, integrated system, the company
• Marketing - campaign and lead management is now able to generate highly targeted leads, which is helping
to drive increased revenues.
• Sales - opportunity management, forecasting, contact
management, day-to-day activity management In short, the investment in the Pivotal CRM solution has been
• Customer Support - incident logging, tracking and problem cost-justified, enabling Micro Focus to improve its competitive
resolution standing and increase customer loyalty through improved
• Finance - order processing, invoicing and revenue
• Distribution - product configuration, picking and packing,
shipping and distribution
Learn More about Pivotal CRM
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