Pivotal Service™ Suite
Profitable service teams don’t just solve problems.
Pivotal CRM’s award-winning CRM solution encompasses a fully integrated Service suite that enables
companies to create a cost-effective support, service, telesales and telemarketing center. By integrating
with Sales and Marketing, deliver more personalized interactions, build customer loyalty, and grow
Pivotal Service™ Pivotal eService™
At the heart of the Pivotal Service suite is our core Extends service request management to the Internet.
desktop application, Pivotal Service, which automates the Pivotal eService supports inbound e-mail management,
capture, management and resolution of customer service while providing a comprehensive, self-service website
and support requests across multiple channels. The with an online knowledgebase and FAQs. The system
functionality of Pivotal Service is extended by a number of enables customers to open and review incidents, escalate
pre-integrated options, including: incidents to service experts, or register products for future
Pivotal Contact Center™
Combines Sales, Marketing and Service into a single Pivotal Wireless™ for Service
interface, transforming call centers into next-generation Enables field service employees real-time access to critical
contact centers that support multi-channel customer customer support information from wireless, hand held
interactions via voice, e-mail, online chat, web devices such as web-enabled cell phones, personal digital
collaboration, fax, and more. assistants (PDAs), and two-way pagers.
By managing customer interactions across all channels,
customer care organizations have the tools and Pivotal Service Analytics™
information they need to cost-effectively deliver With the ability to analyze customer service requests over
excellence in customer service. various channels, service managers can better understand
customer preferences, resource utilization, service activity,
and performance. And by leveraging the insight gained,
managers improve customer satisfaction and better
The Pivotal Service suite is a seamlessly integrated module
within Pivotal CRM Suite, which also includes Pivotal Sales,
CDC MarketFirst, and Pivotal Partner Management. Each
of these suites work together to deliver on the promise of
CRM, increasing revenues, margins and customer loyalty.
2 Pivotal CRM
Improving the Service Process
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.
1. Let Customers Choose 4. Unify all Service Channels
As alternative channels gain in popularity with customers, Pivotal Service coordinates all customer service
catering to their preferences will be key to building touchpoints—whether they originate from the Internet,
loyalty. Pivotal eService offers alternative customer the call center, or the field. Deliver consistent, timely and
interaction channels, including web- and IVR-based self- accurate responses to customer service inquiries. Manage
service, real-time web collaboration, and e-mail response. contracts, set and track service level agreements, resolve
problems, and define escalation procedures.
Benefit: Increase customer satisfaction.
Benefit: Improve the quality of service.
2. Increase ‘One & Done’ Interactions
Many customer interactions still take place through call 5. Analyze Performance
centers—which are necessary but costly. Pivotal Contact Do you know who your most valuable customers are,
Center transforms tactical call centers into strategic and how to treat them right? Or how much time your
contact centers by leveraging client data across the agents average per call? Whether it’s quality of service,
organization. By delivering more personalized, ‘one & agent performance or business goal achievement, Pivotal
done’ interactions at lower costs, your contact center can Service Analytics can help you understand your support
decrease its cost of operation, as well as generate revenue. costs, calculate ROI, and segment your customer base to
determine which customers require more support and
Benefit: Decrease support costs. why.
3. Provide Field Service Benefit: Understand support costs.
Pivotal Wireless for Service increases efficiency, improving
your first-time fix rate. It facilitates immediate response to 6. Improve your Offering
incidents, increasing customer satisfaction. With access to Act on customer feedback. Make decisions based on the
all customer data via wireless devices, Pivotal Wireless also insight gained, and deploy an enhanced solution. Then,
provides for up-sell opportunities right in the field. show your customers how you’ve listened—inform them
of the enhancements. Pivotal Service creates a framework
Benefit: Increase field service efficiency. that promotes feedback, and ensures that feedback has
Benefit: Close the customer service loop.
Pivotal CRM Pivotal Service™ Suite 3
Measurable Service Results
Pivotal CRM’s results framework helps you decide on a strategic goal, and provides the tactical map to help you get
there. Plus, we provide key reporting to help team leaders measure, monitor, and analyze progress along the way.
Increase Revenues – Access revenue-generating opportunities while servicing the existing customer base. Capture,
and respond to prospect interest by enabling service reps to easily enter leads, capture orders, and manage literature
fulfillment requests. Generate revenue and track customer deployments using support contracts and product
Decrease Costs – Provide web-based self-service that includes an online knowledgebase and FAQs. Automate service
request processing, escalation and resolution, and allow customers to track their service requests online, or escalate
their request from self-service to assisted service at any time.
Decrease Training Costs – An intuitive user interface combines Service, Sales and Marketing, making it easier to train
your employees. Automated workflow prompts agents through to resolution, enhancing efficiency.
Provide Multi-Channel Interactions – Be easier to do business with by providing online chat, e-mail, fax, web
collaboration, phone, and Voice Over IP (VoIP). Ensure all agents can work together to track and resolve customer
requests, even when your customers contact you, submit questions, or receive resolution through multiple channels.
Increase Customer Satisfaction – Deliver personalized, online support material to customers, and set query response
times based on contractual obligations. Automatically identify and escalate requests that might compromise service
levels. Alert agents to the preferences of most-valuable customers to ensure appropriate treatment.
Maximize First Contact Resolutions – A full-text, searchable knowledgebase ensures response consistency
and eliminates duplication of effort. Expand the knowledgebase with integration to back-end data sources and
applications, giving service representatives access to all the information they need to fulfill customer requests.
Contact a Pivotal CRM representative today to learn more about how Pivotal CRM can address your unique CRM
integration needs. Call +1 877-PIVOTAL (+1 877-748-6825) or visit us at www.pivotal.com.
North America International
Pivotal CRM Pivotal CRM
858 Beatty Street, Suite 600 Pioneer House
Vancouver, B.C. 7 Rushmills, Northampton
Canada V6B 1C1 United Kingdom NN4 7YB
+1 877-748-6825 +44 1 604 614131
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