CDC CRM brochure by PivotalCRM


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									CDC Customer Relationship Management
Customer-driven CRM makes it
easy to connect the dots.

                          CDC Customer Relationship Management   1
    Customer-driven CRM is
    driven by what keeps you up
    at night. It’s driven by what
    your customers need.

With the right CRM comes the opportunity for       Along the way, IT managers need an integrated
companies to really get to know their customers,   set of technologies—from websites to databases
their needs, preferences and their buying          and data mining tools—to make it work.
patterns. More than ever, companies require
an integrated strategy that supports customers     At CDC Software, our customer-driven CDC
from the moment they enter the front door—or       Pivotal CRM matches business strategies to
website—to the time they make a purchase, and      the technologies needed to make them work,
beyond. They need a solution that helps them       resulting in increased market share, improved
connect the dots.                                  customer satisfaction, and a higher retention
                                                   rate. So, now, you can be the company you’ve
                                                   always wanted to be.

                                                                           CDC Customer Relationship Management   3
    Build, grow, and drive your business
    forward. Customer-driven CRM makes
    your staff more productive, your sales
    processes more effective, and your
    customers happier.

    Build outward-in.                                        Grow upward.
    CRM is designed to maximize your                         CRM listens to your customer, understands
    competitive advantage—it starts by                       their needs, and provides them with
    mapping to your customers’ needs.                        support through processes that engage
                                                             and interact, rather than contain and box in.

    Mirror your unique business processes. Most              Stay connected. As your business grows, chances
    businesses have evolved with their customers over        are you have less face-to-face communication with
    time and refined their own unique processes. These       customers. Yet, those customers expect the same kind
    processes are hard-won competitive differentiators.      of customer service they’ve always had. CRM centralizes
    CRM will enhance and mirror these processes, not         information in a single place, which promotes a better
    change them.                                             understanding of a customer’s needs.

    Anything relationship management. CRM is the             Enhance collaboration. Accessing shared solutions
    management of any type of relationship—customers         enables teams to make quicker, more cost effective
    or employees, anything. It should be fundamentally       decisions. All of that account history can be quickly
    flexible and configurable, to meet the nuances in        accessed and referred to the next time a customer
    your business.                                           calls in. That responsiveness tells the customer they’re
                                                             important to your company.
    Compromise on cost, not quality. You want your
    CRM at a cost you can afford. We do this by assessing    Automate what works. By automating the routine
    your requirements and offering you strategic solutions   tasks and proven processes your teams carry out
    you can use, so your business grows, but not at the      each day, you can do more with less. So, you can fully
    cost of your profits.                                    harness your hard-won business practices to grow
                                                             while keeping your customers and customer-facing
                                                             employees happy.

                                                             Love it. CRM needs to be tightly integrated with the
                                                             tools your people already use, like Microsoft Office
                                                             Outlook. What that means is faster adoption by users,
                                                             less switching between applications and higher
                                                             productivity for anyone who deals directly with
                                                             your customers.

Drive forward.
CRM meets both customer and
employee expectations, while giving your
company flexibility to innovate and adapt
to the changing needs of business.

Take action. To grow your business, you must respond
swiftly to changes in market conditions, competitive
situations, and business process, and seize every
opportunity that arises. CRM is a facilitator in this process,
not a roadblock.

Get big-picture perspective. CRM delivers real-
time business visibility and actionable insights for
sales, marketing and service managers, as well as
executives. Solve problems and seize opportunities.

Gain immediate business insight anywhere. CRM
puts critical business information at your fingertips
with mobile dashboards and reports. CRM interfaces
with tools your users are already familiar with, so you
can stay connected, anytime and anywhere.

Empower to react quickly. CRM gathers and presents
real-time data on everything from sales forecasts and
marketing campaigns to account activities and phone
logs—allowing you to spend more time managing
your business, and less time with the mechanics of
running reports.

                                                                 CDC Customer Relationship Management   5
    To offer a unique customer
    experience, you need an
    integrated solution that
    spans all of your customer-
    facing processes, plus some.

6   6
                                                    CDC CRM

Sales Force Automation                                     Social CRM
Shorten your sales cycle and exceed targets with time-     Generate real, tangible value out of this new communica-
saving tools and repeatable processes.                     tion channel.

Marketing Automation                                       Mobile CRM
Delight your sales team with more, higher-quality leads    Give your most valuable sales and service employees ac-
and get there with less effort.                            cess to customer data regardless of their location.

Service Automation                                         Pivotal CRM Platform
Lay the foundation for future sales by providing custom-   Take advantage of the fact that it is the world’s leading
ers with responsive, thoughtful and personalized cus-      CRM solution, and also the most flexible.
tomer service.

Partner Automation
                                                           Learn more about our CRM solutions:
Make your organization easier to do business with. Help    Visit
your partners sell, track, and assess their performance
more easily.

                                                                                          CDC Customer Relationship Management   7
    When the time comes to get serious
    about CRM, it all boils down to the
    platform it is built on.

    CRM customers rely on a proven, trusted platform      Microsoft® Integration
    for accessing their CRM applications. CDC
                                                          Our close, long-standing relationship with
    Pivotal CRM integrates all the characteristics of
                                                          Microsoft has enabled us to build CRM solutions
    successful CRM, including flexibility, reliability,
                                                          that capitalize on the best of Microsoft technology
    high performance, and security.
                                                          and come seamlessly pre-integrated with
    Extreme flexibility cuts down on the time it takes    Microsoft Office® and SharePoint®.
    to mirror the way you work in Pivotal CRM.
    Options for robust end-user configuration as well     Business Intelligence
    deep workflow customization allow you to create       CDC Pivotal CRM streamlines information-rich
    the internal processes and external customer          data into a centralized database, allowing you to
    experiences that fit your strategy and vision.        achieve greater insight into your customers and
                                                          business activities.
    Low-Cost Flexibility
    Tailoring your CRM workflow in Pivotal CRM is         Rich User Experience
    often as easy as ticking a box for an end-user or     CDC Pivotal CRM’s flexibility makes it easy and
    team manager. Underneath, Pivotal’s Microsoft         cost effective to create the end-user experience
    .NET foundation facilitates change at every level,    you envision. Monitor, measure, and manage end-
    so you can modify the user interface and business     user utilization to optimize business processes.
    processes or customize the data model to see
    higher ROI’s.                                         Ease of Enterprise Integration
    Industry Applications                                 Our flexible architecture reduces the cost and
                                                          complexity of integrating Pivotal CRM with
    Take advantage of industry-tailored applications,     your back-office systems to ensure seamless
    developed using our in-depth knowledge of the         collaboration.
    Financial Services, Home Building and Real Estate,
    Manufacturing, and Healthcare Insurance industries.

Ask our customers how they have become
more competitive, more productive, and
more profitable with CDC Pivotal CRM.

Calamos Investments — executive                        Intracorp – streamlined sales process helps them
management has the insight they need to drive          sell more units on the spot.
the business effectively.
                                                       “The technology gives us a great deal of insight
“In the end, we chose Pivotal CRM because of           regarding each customer, which is not only
its focus in the financial services industry and its   valuable for building relationships, but also in
reputation for success earned with many of our         developing our sales strategies.’’
peer companies.’’                                      - Steve Sammut, CFO, Intracorp
– Carolyn Stuart, Vice President of IT and Head of
Business Analysis, Calamos Investments

     Download the case study                                View the video

AAA Western & Central New York - a robust,             M/I Homes – increased web leads from 4% -
customized member relationship management              25% in three years.
(MRM) solution that reflects the organization’s
unique workflows and helps them provide more           ‘’Pivotal has given our field reps immediate
informed and efficient member service.                 access to the information they need. They
                                                       can respond to customer requests in minutes
“We wanted to be at the next level in our              instead of hours or days and communicate with
dealings with members.”                                subcontractors from anywhere.’’
- Bob Leach, CIO, AAA Western and Central New York     - Ron Frissora, CIO, M/I Homes

     View the video                                         Read the case study

                                                                                        CDC Customer Relationship Management   9
        Your business is unique and so are
        your needs. So why would you want a
        one-size-fits-all solution?

          At CDC Software, we understand that every business must have a tailor-made solution if it is to make
          progress down its chosen path. Our vast experience in a wide field of industries, has enabled us to create
          specialized solutions that fit the unique requirements of the business, right out of the box, while also
          offering the flexibility to customize to individual companies’ needs. Our team boasts unrivaled domain
          expertise and experience, and we’re committed to helping you succeed.

          Pivotal CRM gives you the power to create a custom solution--without a custom timeline or price tag.
          It’s complete out of the box--but also completely flexible.

     Common Approach to CRM Development

                                                            50% of your technology needs

          Few of your technology needs
          immediately met
          Most CRM software vendors develop
          products that meet less than 50% of your                                                CRM Vendor
          requirements immediately. In a best-case
          scenario, you can work with a third party
          to customize the solution but in many                                                   You
          cases, you must change the way you work
          to fit the way the CRM solution works.

     Our Approach to Solution Development

                                                           100% of your technology needs

          75% of your requirements at day 1
          Our experience developing solutions is
          that most customers share many similar
          processes but their unique processes are                                                Pivotal
          what make them successful. We give you
          a ready-to-use solution and the tools to                                                You
          help you mirror your unique processes in
          your CRM solution.

You aim to please your customers.
We aim to help you achieve
that goal.

At CDC Software, we serve companies that are driven        Similarly, we can support your team with training—
by customer needs, so we know you expect the same          online, at our training facility, or on-site at your place
high quality standards from your technology partners.      of business. Our customer support staff is available by
We are committed to delivering exceptional service and     phone, e-mail, or online through our Customer Portal,
support to match our outstanding products.                 offering the assistance you need, when you need it.

Pivotal CRM is supported by a full continuum of            Whether you’re an entrepreneur, a single store owner, or
services that are affordable, easy to use, and configure   have thousands of employees in locations around the
to any organization in any industry.                       world, CDC Pivotal CRM can help you connect the dots
                                                           in your customer-driven strategy.
Not sure which products to use? We offer an array
of solutions to select from and will spend time to
understand your business and offer recommendations.
                                                           Learn more about our CRM solutions:
Whether you wish to handle the implementation              Visit
by yourself, with a partner, or leave it to us, we can
accommodate your every need. We can even take on
full management and hosting of the application, if you
prefer, with the option to bring the solution on-premise
when you’re ready.

                                                                                          CDC Customer Relationship Management   11
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     © CDC Software, 2011. All rights reserved.
12   The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.

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