C a s e
Enhancing CRM to Build a Luxury Residential Market
Customer Details CPP uses Pivotal CRM to support the creation of a new luxury
s t u d y
CPP Development Ltd
www.centralparkpraha.cz residential market segment in the Czech Republic.
Country or Region CPP is an affiliate of the Dutch investment made it as user friendly as possible for the sales
Czech Republic group Jaccor BV. Arriving on the Czech representatives, who currently most use the
market in 2003, CPP is focused on building system most,” commented Klára Pojerová, CPP
Czech Republic Partner a new residential quarter in Paruká ka, Prague, Development’s Sales Director.
LLP Prague bringing a new trend of luxury housing to
the city. Highly Intuitive Browser-Based access
Industry CPP required a CRM system that could
Home Building & Real Estate Even before entering the Czech market,
eventually be made accessible to both
CPP Development knew that because it was
Customer Profile employees and external partners, although
in essence creating a new segment in the
in its initial phase it offers access only to
CPP Development is an affiliate of the Dutch market, effectively managing and tracking
investment group, Jaccor BV, that entered the
employees. CPP’s Pivotal CRM solution allows
prospective property investors and residents
Czech market in 2003 with a luxury housing all users to enter the CRM system using Internet
was vital to the success of the development.
development project. Explorer, which means that CPP’s users—both
The firm recognised that it would require
internal and external—do not need to have any
Business Situation a comprehensive customer relationship
software installed locally to be able to access
management (CRM) system that could be
CPP had multiple legacy systems and no information. In addition, because of the prolific
effective CRM system for its sales force and rapidly deployed, but that could also be
use of Internet Explorer, almost all users are
management to use to track opportunities. precisely tailored to meet the needs of the
already familiar with the operating environment,
developer’s sales force.
which makes navigating the system highly
Before deciding on a specific solution, intuitive right from the beginning. When CPP
By selecting Pivotal CRM and using partner
LPP for implementation assistance, CPP has CPP Development first evaluated the CRM deploys the solution to external partners, this
put in place a system that allows its employees system market, focusing on criteria such as will also make access and training much faster
to track and manage prospective sales the suitability of the solution for business and simpler.
opportunities and that allows management to development, the flexibility of the system
generate comprehensive reports surrounding settings and modifications, and value in return targeting and tracking
performance and activity.
for the investment. Communications
Benefits Pivotal CRM is built on and integrated with
CPP determined that a Pivotal CRM solution
• Provides CPP with a central database of Microsoft technologies. This has been of
from CDC Software was the best solution on
existing and potential clients particular benefit for CPP, whose sales
the market for their needs, and they looked
representatives are able to update their
• Gives management increased visibility to implementation partner LLP Prague to
with the ability to rapidly generate reports calendars either in Microsoft Outlook or in the
provide speedy and smooth implementation
on activities CRM system, with the systems synchronising
of the product.
accordingly. In addition, managers can create
• Enables CPP to track property units and
“bombing patterns” (calling plans) involving a
related materials, providing the sales force
with an up-to-the minute picture of the
Rapid, Phased deployment number of staff, and with the click of a button
availability of remaining units Full implementation of the Pivotal CRM solution the activity assignments can be pushed out to
was completed in just eight weeks. “Go-live” all of those individuals’ calendars.
• Enables users to evaluate demand for
certain types of units
was carried out in phases, beginning with a
trial operation to iron out any wrinkles in the An additional advantage of the Pivotal CRM
• Allows CPP to accurately calculate implemented system and carry out further system installed by CPP is that it allows the
commissions for sales representatives modifications to meet the developer’s needs, user to click an alternative “send” button in their
and external partners
including cosmetic modifications to forms for Microsoft Outlook window that not only sends
entering data, ensuring the system was as user the e-mail, but also saves it in the CRM system
friendly as possible. as a record of the client interaction in a single
step. Similarly, incoming e-mail messages
“We had all items and sections of the Pivotal can be exported to client records in the
CRM solution that we knew we would use database. This makes it easy for the company
Central Park extensively customised to precisely match our to maintain a thorough shared record of client
Praha requirements for monitoring specific cases. communications and keep all team members
The system was interconnected in a way that up to date and informed.
Praha Pivotal CRM | Case Study
Orientation and support Post-Implementation CPP has been able to use the Pivotal CRM system in a
The real estate firm has found LPP an excellent number of ways that are specific to its role as a development
implementation partner. “LLP explained the system to us the firm. CPP uses Pivotal CRM to track property units and related
way we needed and set it up the way we wanted it; but we materials, providing the sales force with an up-to-the minute
are also reassured to know that it can be modified to suit our picture of the availability of remaining units. They also use the
evolving needs moving forward. All our dealings with LPP system to evaluate demand for certain types of units and to
have been very professional, including comprehensive training accurately calculate commissions for sales representatives
and consulting regarding the system settings and usage,” and external partners.
Integration and unification of systems
Pivotal CRM is a very user-friendly and stable system, CPP has grown rapidly over recent years, and as the project
which is quick to master, yet undemanding, making progresses and the company expands, CPP’s requirements
one’s work much easier. are changing. The legacy IT systems in place before Pivotal
” Klára Pojerová
Sales Director, CPP Development
CRM had become too complex and complicated to maintain.
“Uniting our disparate databases within a single system—
Pivotal CRM—will allow for greatly expanded numbers of
users and greater feature usage,” explains Pojerová.
Since implementation, as expected, the most frequent users This unification of systems is also essential to allowing CPP’s
of the system have been the company’s sales representatives, external partners to use the system. By enabling many
who track their interactions with customers and monitor the stakeholders connected to CPP to use a single system, the
entire business cycle in the Pivotal CRM system, from the developer will be able to expand the system’s value, usage,
first contact with the customer through all further discussions, efficiencies, and partnerships. As the company continues to
including post-sales communications such as requested evolve and grow, the flexibility of the Pivotal CRM system will
modifications to the residential unit and setting payment enable CPP to continually adapt and remain competitive.
schedules prior to hand-over.
CPP is very happy with its Pivotal CRM implementation.
In addition to the daily benefits for users, CPP’s managers “The Pivotal CRM solution has already more than met our
regularly use the system’s reporting and analytical features. requirements, and we haven’t yet utilized it to its full potential.
“In principle, I could monitor the basic parameters using Excel. As the number of users grows and the project progresses, the
But Pivotal CRM offers much more. In my opinion, Pivotal amount of functionality we are using within the CRM system
CRM’s reporting and analytical features offer us the greatest is also increasing,” says Pojerová. “Pivotal CRM is a very
benefits, and I can use its various filters and other valuable user-friendly and stable system, which is quick to master, yet
tools to efficiently process and generate the required report undemanding, making one’s work much easier.”
in seconds. Pivotal CRM is really an excellent tool for gaining
comprehensive summaries and overviews,” adds Pojerová.
Learn More about LLP Prague
To learn more about implementation partner LLP Prague, call (+420) 284 001 611 or visit www.llpgroup.com.
Learn More about Pivotal CRM
To learn more about how Pivotal CRM can meet your organization’s unique needs, call us today at +1 877-748-6825 (in North America)
or +44 1604 614197 (in EMEA), or visit us at www.pivotal.com.
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