Pivotal CRM for Manufacturing CRM That Fits Your Business “We’re pleased with what we’ve doneCRM system. CRM; I can’t evenwould be ableimpact on our business if we had not implemented a with Pivotal I don’t think we envision the to service and support our customers without it. ” Dario Vettor, Director of IT, Mold-Masters CRM That Fits Your Business A growing number of manufacturers are shifting from a product-first mindset to one that centers on the customer. Producing high-quality goods—cost-effectively—is a business imperative, but with globalization and commoditization increasing, manufacturers will be hard pressed to retain long-term customer relationships. To excel in manufacturing today, the customer must come first. Forward-thinking manufacturers are looking to strategic technologies such as customer relationship management (CRM) to help them realize the business efficiencies required to continue to grow revenues. To meet customer needs and increase profits, As manufacturers look to sustain growth and drive down manufacturers need to work with increasing speed and costs, many are realizing the quantifiable benefits of responsiveness. They must reduce their time to market high customer satisfaction. As such, they are looking for and keep up with unforeseen shifts in supply and demand strategies to become more demand-driven. They are to ensure customer satisfaction. anticipating customer requirements better while reducing the impact of individual customers’ requirements on At the same time, manufacturers are under intense production. They are adopting alternative approaches pressure to drive down costs to remain globally for shaping demand—to drive down costs and increase competitive. They must cope with increasing product development capabilities. They have also initiated flexible and design-process complexity in the products they processes to respond to demand and are delivering take to market. They need to simultaneously manage follow-on service packages to ensure customers continue a mix of product requirements, such as made to stock, to stay satisfied. made to order, assemble to order, and configure to order. They must coordinate production resources, including To support their demand-driven business strategies, offshore facilities. They need to track, document, and manufacturers are turning to customer relationship audit production and product information throughout management (CRM) to become more competitive the lifecycle to comply with strict legal and regulatory in selling, marketing, and providing service to their requirements. In a business climate marked by intense customers. Pivotal CRM for Manufacturing puts critical competitive pressure, consolidation, and the rapid relationships at the core of their strategy. It offers commoditization of products, they must meet higher comprehensive, integrated capabilities that increase customer expectations for more customization and insight into operations, streamline processes across shorter order-to-delivery times, while expecting a high the value chain, and improve responsiveness to level of flexibility when it comes to making changes. customer demands. Manufacturers are experiencing intense pressure In response, they are adopting new strategies to grow revenues, retain customers, and drive to improve margins and achieve higher levels of down costs: customer satisfaction: • Competing against international firms in • Shifting to a customer-centric business model to global markets become more demand-driven • Acquiring and consolidating to achieve • Streamlining efforts by collaborating with economies of scale suppliers, distributors, influencers, and customers • Shrinking capital expenditures due to interest- • Bridging customer-facing departments rate, currency, and trade-tariff fluctuations enterprise-wide • Contracting output and offshoring of • Creating a highly responsive and agile business manufacturing to China through enabling technologies Pivotal CRM for Manufacturing 3 A Partner You Can Trust Pivotal CRM is a leading suite of customer relationship relationships. The result is less customization and management software applications from CDC Software. integration, leading to lower implementation and Pivotal CRM is the only CRM solution offering rich maintenance costs. functionality, a full application suite, and best-in-class • Fit unique customer strategies and imperatives: Pivotal customization abilities, all with a low total cost of CRM is the industry’s most flexible, scalable, ownership. Through our experiences with more than easy-to-customize CRM platform. Built on an inherently 1,800 customers in over 35 countries, we’ve learned flexible three-tier architecture and metadata-driven how to help manufacturers craft a CRM strategy that design, Pivotal CRM is easy to modify, integrate, deploy, achieves real, measurable results. We deliver CRM that and maintain. The industry-leading Pivotal CRM fits the needs of manufacturers today—while offering customization toolkit provides the ability to cost- the flexibility to help them seize the emerging business effectively adjust processes, enabling manufacturers opportunities of tomorrow. to capitalize on unique business processes to reinforce Our team strives to help organizations achieve meaningful competitive advantage. CRM results by delivering a collaborative and flexible • Fit each manufacturer’s timeline, budget, and set of services that are designed to meet the unique expectations: Our commitment to providing CRM requirements of each Pivotal CRM customer. Drawing extends far beyond our product offerings. We offer a on our extensive technical and industry knowledge and continuum of services designed to help implement, proven methodologies, we give companies the speed and maintain, use, and support CRM at a pace that produces predictability of a CRM solution completed on time, on reliable results at a lower total cost of ownership. budget, and customized to each customer’s unique way of doing business. In addition to helping put customers at the center of business operations, Pivotal CRM provides powerful By choosing Pivotal CRM, manufacturers are assured of productivity tools that produce measurable business solutions that: benefits in terms of process efficiency, employee • Fit specific industry and business processes: Pivotal collaboration, data accuracy, sales effectiveness, CRM offers a full range of software that delivers streamlined communications, cost-effective marketing, built-in best practices specific to a manufacturer’s most and much more. Manufacturers can deliver a first-class pressing challenges. Our end-to-end suite of integrated customer experience that distinguishes their company, sales, marketing, service, and partner applications are attracts customers, and strengthens customer loyalty— designed to make all customer-facing departments while also reducing costs and increasing revenues. work in unison to attract, win, and retain profitable “The fact that we implement world-leading technology like Pivotal CRM simply confirms our commitment to innovation. It shows the industry that we intend to stay on the leading edge, not just in the technologies we use to build our products, but the technologies we rely on to service and support our customers. ” Dario Vettor, Director of IT, Mold-Masters 4 Pivotal CRM for Manufacturing Pivotal CRM: The Solution of Choice across the Manufacturing Industry Developed in close collaboration with customers and partners, Pivotal CRM for Manufacturing is uniquely tailored to industry-specific best practices. Forward-looking manufacturers invest in technology strategically to support all of their customer-centric activities. Pivotal CRM has helped numerous companies across manufacturing segments deploy optimal CRM processes, helping them realize tangible and quantifiable results that improve operational effectiveness and customer loyalty. The following list, by industry, reflects just a small sample of Pivotal CRM customers. Computers & Electronics Metal Manufacturing Medical Devices • Bose Pty and Fabrication • bioMerieux • Sharp Electronics • Badgermeter • Gambro BCT • Tektronix • Earle M. Jorgensen • Baxa • Allied Telesyn • Sage Products Machinery and • Macrovision • Sysmex Transportation • Mikohn • Biosite • Roper • Newport Corporation • Simplex • Bombardier • Lake Region Manufacturing Homebuilding Supplies • Unisen (Star Trac) • Horiba ABX • Tarkett-Marley Floors • GE Plastics • Novozymes North America • Holophane • Komatsu Cutting Technologies • Renewal by Andersen • USFilter • K-Rain • Nilpeter • Ledalite Plastics and Paper • Triton Showers • Mold-Masters • Kingspan Insulation • Oji Paper “Our Pivotal CRMlevels, quotes, orders,toand financial information relating to eachto customer and prospect data, inventory system is designed give our salespeople easy-to-use access account including sales, profits, margins, and account balances. All of this information is at their fingertips, even when they’re on the road. ” Dennis Thomas, Senior IT Manager, Earle M. Jorgensen Company “From the very beginningaour sales staffthat the ‘islands of data’ they used that Pivotal CRM could do lot of things loved Pivotal CRM… they realized to manage couldn’t do for them. ” Bill Quinto, CRM Applications Specialist, Mikohn Integrated, Comprehensive, and Highly Targeted to the Needs of Manufacturers Pivotal CRM for Manufacturing is an industry-specific and control key performance indicators to guide solution that enables manufacturers to better manage operations intelligently and achieve higher levels of relationships throughout the customer lifecycle and responsiveness to customer demand. across the enterprise. Pivotal CRM solutions provide functionality that reflects the business processes and data • Shape customer demand: Gives manufacturers models used by the industry, right out of the box, offering the tools and capabilities they need to manage and a superior business fit. Built on the highly flexible Pivotal sell inventory strategically. By supporting complex CRM enterprise platform, Pivotal CRM solutions can also sales and marketing strategy, it provides early signals be easily tailored and customized to meet individual of changes in demand, allowing them to adjust companies’ business requirements—and quickly adapted output smoothly. to evolving needs. • Respond to customer demand: Aligns planning Pivotal CRM for Manufacturing is the only comprehensive and order execution, from the order or contract, to solution for managing front-office manufacturing processing and administering customer priorities, operations, empowering manufacturers to deliver to agreeing on what can be promised. Enriched superior responsiveness and performance. Its flexible partner-management functionality helps improve sales platform allows it to be seamlessly connected to the effectiveness and cooperation. entire enterprise, including enterprise resource planning With an end-to-end suite of solutions for sales, marketing, (ERP) and supply chain management (SCM) systems. service, and partners, only Pivotal CRM offers the With the right technology in place, manufacturers can depth of functionality, domain expertise, and flexibility accelerate their time-to-value and lower their total cost companies need to gain a competitive edge in the of ownership. market. The combination of industry-tailored and custom Pivotal CRM for Manufacturing provides tools that components, along with the inherent flexibility of the help manufacturers: Pivotal CRM platform, enables manufacturers to obtain a system that fits the unique way they do business. • Anticipate customer demand: By creating a shared repository of customer information across the extended enterprise and integrated with the back office, manufacturers can monitor “ Pivotal CRM gave us the ability to build a solution that helps meet our business targets—it means our business runs our systems, not the other way around. The architecture provided a strong feature set, on a Microsoft®-standard platform that can grow with our organization. This product’s vision is right in line with our business targets. ” Douglas J. Stang, IT Manager, Holophane Corporation Pivotal CRM for Manufacturing 7 Anticipate Customer Demand With the shift toward a demand-driven business model, Develop products that drive demand manufacturers are integrating sales, marketing, and Use customer data generated at the sales, marketing, service processes. They are using Pivotal CRM to guide and product level to increase product-development hit operations intelligently and achieve higher levels of rates. Pivotal CRM ensures teams work together from the responsiveness to customer demand. With better insight, same data. It helps capture the voice of the customer combined with the ability to collect, analyze, and leverage (VOC) from every customer-facing touch point—the sales customer intelligence, they can better respond to team determines customer needs and evaluates them changing market requirements, maximize manufacturing against existing and potential products; the marketing potential, ensure higher order accuracy, and provide team drives awareness of products and tracks interest and quality customer service efficiently and accurately. sales-cycle times; and service teams respond to service- related issues, ensuring ongoing product development Use real-time business intelligence to satisfies customer needs. gain demand visibility Deepen knowledge company-wide by giving employees Drive excellence in demand forecasting the tools to understand and analyze customer Ensure demand forecasting is accurate down to an interactions and to measure operational performance. account level. With Pivotal CRM, manufacturers can utilize Pivotal CRM provides real-time business intelligence multiple forecasting perspectives to increase forecast through rich customer analytics capabilities. From key accuracy and the success of new product introductions. performance indicators to sales opportunities and Pivotal CRM enhances field assessment from the service-request trends, manufacturers can understand, bottom up, using both a pipeline assessment, which and act on, the metrics that drive customer satisfaction summarizes the total pipeline at each sales stage, and an and make measurable business improvements. analytical assessment, which applies historical-trend data against the pipeline assessment and compares it to the Bridge demand and supply at the line-of- operational forecast, allowing manufacturers to calculate business level forecasts more accurately. Share information across the business to react quickly to changes in demand or problems in production—without compromising customer-service levels. Pivotal CRM can • Guide operations intelligently with rich customer help bridge demand and supply at the line-of-business analytics capabilities and accurate forecasting level, helping sales, marketing, and service teams • Achieve higher levels of responsiveness understand and commit to requirements that support across the enterprise with a 360-degree view customer demand. By giving every user instant access of the customer to relevant customer information through role-based • Respond to changing customer needs and evaluate dashboards, the front office can accurately communicate them against existing and potential products with customers, closing the gap between what they offer and what customers expect. “The value of Pivotal CRM is well understood by everyone: it has made us more intelligent about the way we communicate with our customers and how they interact with us. Just having this information makes us better at what we do. ” Bret Henning, IT Director, Biosite Corporation 8 Pivotal CRM for Manufacturing Shape Customer Demand When manufacturers closely monitor demand using analytics tools, they find that they are able to shape customer demand. This helps them manage and sell • Uncover new sales opportunities with tools inventory strategically, while also providing early signals that help track a complex network of influential of changes in demand. For example, manufacturers relationships can change their pricing and selling strategies and run • Increase sales efficiency and capture more promotions on certain products based on what they have revenue with the ability to provide accurate, available to supply to the marketplace. In this way, they competitive price quotes can shape customer demand for their products and steer • Create targeted, personalized cross-selling and customers away from items they don’t have. By putting up-selling campaigns with integrated marketing the right products in the right place at the right price, and sales processes manufacturers avoid stock-outs, excess inventory, and excessive discounting. • Ensure go-to-market strategies are on target by tracking product details and the ROI associated with marketing and sales activities Drive campaign-execution excellence Use integrated marketing processes to help allocate marketing resources, generate new business, and drive customer loyalty. Pivotal CRM gives manufacturers Manage product launches better and a means to execute and manage every marketing speed time-to-market promotion or rebate strategy—the right audience is Be quick to market with profitable products that are targeted, all associated activities are tracked, leads in high demand. With Pivotal CRM, manufacturers can are followed up on, and opportunities are routed and use customer data to plan new product introductions assigned efficiently. Pivotal CRM acts as a platform from based on past sales, product attributes, market demand, which all marketing activities—tradeshows, e-mail and pricing schemes. They can also track new product campaigns, direct mail, and advertising—can be initiated, introductions at the product-line level and at the channel tracked, and evaluated. Sales and marketing use the level, improving product-forecast accuracy. By tracking same data, which ensures more targeted cross-selling product details and the ROI associated with marketing and up-selling, shortened campaign-development times, and sales activities, manufacturers can ensure their identification of programs to sell excess capacity, and go-to-market strategies are on target. improved execution while preserving brand equity. Manage and assign the right sales teams Provide personalized communications and to each account customer-service offerings Assign exactly the right team member or combination Apply segmentation strategies using detailed customer of team members to each customer account. With profiles to generate high response rates and extract Pivotal CRM, assignments can be customized based on maximum value from each account. Pivotal CRM geography, organizational division, product specialty, captures profile data at every point of interaction, organization type, annual revenue, or virtually any other which allows manufacturers to create meaningful criteria. The system can be set up to assign multiple groups of customers from which they can create highly account managers to teams that share responsibility for personalized communications and alter product and an account, assign multiple roles to employees based customer-service offerings. Using unique segmentation on specialty, and assign third-party partners, such as criteria, manufactures can respond with accelerated lead distributors and suppliers, to a team to improve the times, special packaging, expedited shipping, dedicated quality of customer interaction and satisfaction. As support, self-service, or other available services. business evolves, manufacturers can plan and easily Automated marketing campaigns can also be used to modify territories or roles to accommodate new hires and renew product warranties and contracts, communicate distributors or plan future territory assignments, saving preventative maintenance schedules, and provide the time it would normally take to realign territories. discounts to customers who meet special criteria. Pivotal CRM for Manufacturing 9 Actively leverage a complex network Accurately quote complex products and of relationships shorten quote times Track and leverage the complex networks of relationships From quote to contract, monitor and track the details of that exist between customers, distributors, and other every deal—volume commitments, contract expiration influencers. With built-in relationship-management dates, and renewals. Pivotal CRM gives manufacturers capabilities, Pivotal CRM helps sales teams drill down to flexible capabilities for managing products, pricing the individual level—they can track key influencers and variables, and the quote-to-contract process, increasing target the departments in which they work—allowing efficiency and helping capture more revenue. The sales representatives to maximize the value of their product catalog helps manufacturers manage and time and effort and helping close deals faster. It also track critical product information—product type, lines, helps manufacturers understand the relationships that models, and required and optional components—and exist between organizations, including purchasing multiple pricing options, ensuring quotes are accurate organizations, parents, and subsidiaries, ensuring sales and complete. And by feeding customer-quote data representatives uncover new sales opportunities and back into the development process, manufacturers can provide more accurate, competitive price quotes. build future products with broader appeal and lower production costs. “All of our quotations are now processed using the Pivotal CRM solution which allows the sales staff to quickly create a quote that can go to customers using cost calculation information from our engineers. From start to finish, the quotation process is captured and communicated between Lake Region departments through the Pivotal CRM solution. ” Tom Kleist, VP of Marketing and Sales, Lake Region Manufacturing 10 Pivotal CRM for Manufacturing Respond to Customer Demand Successful companies are well aligned between planning and order execution, from the order or contract, to processing and administering customer priorities, to • Build tighter, more profitable partnerships agreeing on what can be promised. To continually with tools that provide deep visibility into improve business performance, manufacturers are partner pipelines increasing supply-chain responsiveness with tools that • Turn cost centers into revenue centers with improve sales effectiveness and cooperation. They are closed-loop processes that support and extend providing sales and their partners more specific customer valued services to customers information and easier ways to respond to customer • Accurately fulfill every order with the ability to demand. Through CRM, companies manage total channel track contracts and volume commitments activity and manage products in times of excess or short supply. Improve sales and partner collaboration manage preventative maintenance schedules, determine between planning and execution the status of warranties, and manage product defects. Increase partner sales and loyalty. Pivotal CRM helps Manufacturers can extend proactive service to customers manufacturers manage business efficiently with their and enable product-development organizations to better indirect-channel partners, resulting in tighter partnerships isolate root causes and track corrective actions for all that are more successful and lucrative. Manufacturers reported defects and enhancement requests. Providing can work more closely with partners on collaborative critical information to service staff allows manufacturers sales and marketing, including price optimization and to turn their cost centers into revenue centers, enabling compliance for orders, contractual discounts, volume customer-service representatives to identify opportunities discounts, claims/rebates, RMAs, and charge-backs. and generate additional revenue. Resellers can access and share product and pricing information, sales tools, marketing programs, and lead Ensure accuracy of order-promising and opportunity data. With deep visibility into their Evaluate replenishment decisions for the channel by partner pipeline and activities, manufacturers ensure the basing them on demand, product revenue goals, and right partner is serving each account, and they can also customer purchase commitments. Pivotal CRM helps evaluate partner performance based on profitability and manufacturers align channel demand by enforcing a product goals—improving revenue, partner retention, manufacturer’s unique business rules, such as pricing and new partner recruitment. breaks, volume discounts, or lease-versus-purchase financing. Manufacturers can track quotes through to Provide unrivaled post-sales orders and prevent excessive discounting and invalid customer service quotes. Sales, marketing, and fulfillment teams have Track customer request dates and SLA/performance a clear understanding of how volume commitments agreement dates to determine whether the company in contracts and the performance/fulfillment of these is meeting agreed-upon commitments. Pivotal CRM contracts ties to account team goals; they can also make enables manufacturers to create closed-loop processes decisions in times of excess and shortage, helping to that track request routing, ensure contract compliance, consistently meet order-promised dates. Pivotal CRM for Manufacturing 11 Pivotal CRM for Manufacturing CRM That Fits Your Business Designed specifically to meet the needs of the industry, builds lasting relationships, from the initial lead through Pivotal CRM for Manufacturing is the clear choice for the lifetime of the relationship. companies looking to increase revenues, gain operational efficiency and competitive advantage, and meet the Manufacturers are taking immediate action to implement challenges of a demand-driven industry. systems and processes that will help them prepare for— and thrive in—highly competitive and commoditizing By providing a 360-degree view of their customers, markets. With Pivotal CRM, manufacturers can maximize Pivotal CRM for Manufacturing enables companies to customer satisfaction as they derive economic value from achieve insight into customer preferences and behaviors every customer touch-point, building customer loyalty that can help them anticipate, shape, and respond to and ensuring the customer comes first. customer demand. It helps companies precisely manage a consistent and personalized customer experience that 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.PivotalCRM.com. North America Europe CDC Software Pioneer House 2002 Summit Boulevard 7 Rushmills, Northampton Suite 700 United Kingdom Atlanta, GA 30319 NN4 7YB 1-877-PIVOTAL +44 1 604 630050 www.PivotalCRM.com www.PivotalCRM.com Copyright © CDC Software 2009. All rights reserved. The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.
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