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Pivotal Service


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.

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									Pivotal Service™ Suite
Profitable service teams don’t just solve problems.
    Personalized Service

           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
                                                                         manage resources.
                                                                         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
                                                                    meaningful impact.
                                                                    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

                                                                                                     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

                        © 2007 CDC Software. All rights reserved. Pivotal CRM and the Pivotal CRM logo are trademarks and/or registered trademarks of
                                                                     CDC Software. All other marks referenced are marks of their respective companies.

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