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									Pivotal Mobile CRM For Today’s Sales Force
CRM That Fits Your Business
 “ Our Pivotal CRM system is designed to give our salespeople easy-to-use access to
customer and prospect data, inventory levels, quotes, orders, and financial information
   relating to each 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
Mobile CRM: a New Perspective

   Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the
   most deals and are the most direct generators of new revenue. With their undeniable importance to the
   bottom line, the mobile salesperson’s productivity is critical. By giving them tools that let them work while
   they are on the go—at customer sites, on airplanes, in waiting rooms, or in hotel rooms—companies can
   minimize salesperson down-time, maximize selling time, and ensure they are better prepared for each visit.
   Meanwhile, enabling mobile salespeople to keep centralized business information continually up to date
   assures sales managers of a comprehensive, current view of deal progress, and allows them to be more
   effective in facilitating deal closure.

   Missed communications mean missed opportunities.              Customer-driven business has become
   Speed and availability of information are essential to        standard industry practice
   today’s mobile sales representatives: every lead that         CRM systems provide companies with the tools to capture,
   comes into the pipeline must be pursued quickly; every        organize, analyze, and act on the information generated
   salesperson must be equipped with the most up-to-             from working with customers. But to get the most out of
   date information to stay current with their accounts          their CRM systems, companies must take the next logical
   and maximize the chance of closing deals in a timely          step, moving this valuable information from behind
   manner; and every customer expects accurate and rapid         corporate walls to the employees in the field—often sales
   responses to queries and requests. In this environment, the   representatives—who work face to face with customers
   availability of CRM applications “whenever and wherever       and partners. It is there that information becomes useful—
   needed” often means 24/7, around the globe, both inside       where customers and prospects value and demand it.
   and outside the company.
                                                                 Availability of information is essential to today’s mobile
   Pivotal Mobile Customer Relationship Management (CRM)         personnel, who rely more heavily than ever before on
   applications provide a range of solutions that ensure a       in-depth and up-to-date information on their customers,
   sale is never delayed because of limited access to critical   prospects, and competitors. Mobile sales teams that can’t
   data. By making Pivotal CRM available via laptops and         work with their prospect and customer information while
   mobile devices—including tablet PCs, PDAs, Web-enabled        on the road are at a distinct competitive disadvantage.
   phones, and other wireless tools—companies can turn
   sales-team down-time into productive time, which
   translates into improved effectiveness, new efficiencies,
   and increased profits.

            “Pivotal CRM’s handling of truly supports the way our employees work. and inconspicuous,
                                       mobile data synchronization is very user friendly

                                         Jim Greufe, Vice President, Business Partner Team, Farm Credit Services of America

                                                                                          Pivotal Mobile CRM for Today’s Sales Force   3
    The Business Case for a Mobile CRM Solution

            Sales representatives, professional services consultants,        •	 With multiple people sharing responsibility for an
            sales managers, and executives are commonly a company’s             account, mobile CRM gives mobile sales representatives
            most mobile employees, facing the greatest challenges               the ability to collaborate from the field. Sales
            due to demanding travel schedules and frequent work at              representatives can use their mobile CRM access to
            customer or prospect sites. Fittingly, then, they are also the      collaborate and coordinate activities with the most
            users with the most to gain from mobile CRM solutions.              knowledgeable colleagues in specialized topics, or with
                                                                                third-party partners, ensuring the team comes together
                                                                                effectively to share what they know about an account.
            Win More Business—Faster
            With their busy schedules and innumerable daily activities,
            mobile sales representatives use personal organizers,            Bolster Mobile Sales Productivity
            mobile phones, handheld devices, and notepads to help            Getting in front of customers is difficult enough—so
            them manage their day. Valuable data remains locked in           valuable customer face-time should be maximized.
            these ad-hoc silos, only some of which gets entered into         If mobile professionals have access to all relevant
            the company CRM system. In critical moments when a               information, they can go much deeper into the sales
            salesperson engages with a prospect, mobile CRM provides         process in a single visit. Being better prepared on a
            the ability to access salient pieces of customer information     customer call can make the critical difference to sales
            that can help resolve bottlenecks in the sales cycle and win     success and customer satisfaction. Providing relevant data
            more business.                                                   such as order status and recent service history on demand
                                                                             helps salespeople demonstrate account familiarity to
            Access to rich information, including contract language,         customers and prospects, increasing customer satisfaction
            product information, pricing, and availability, allows           and helping win new business.
            salespeople to respond more quickly to leads, identify
            bottlenecks and recover from problems faster,                    With the ability to access information wherever and
            outmaneuver competitors, and give customers the                  whenever required, sales representatives optimize
            answers they want—immediately—accelerating closing               face-to-face time with customers, resulting in more
            activities and driving higher revenues.                          focused and successful sales efforts. While at a customer
                                                                             site, they can respond to inquiries on the spot, increasing
            Mobile CRM opens up new opportunities:                           the quality of customer and prospect interaction, while
            •	 Whether	fielding	customer	inquiries	or	making	                reducing the time spent creating and managing an
               prospecting calls, office-based personnel can enter           account. This helps increase productivity and frees up time
               new sales opportunities directly into the CRM system          to build relationships with a greater number of customers
               and have them electronically routed to mobile sales           and prospects.
               representatives based on sales territory and product          Mobile CRM has a tangible effect on sales productivity:
               expertise. With a single global CRM instance using
               the same data across the company, mobile sales                •	 Through the personalized Pivotal Dashboard, sales
               representatives can receive leads in real time and follow        representatives can review and update forecast
               up with new prospects immediately.                               information, even when they are disconnected from the
                                                                                Internet. For example, they can update the opportunity
            •	 Sales representatives can stay abreast of sales                  ranking and percentage to close. Not only does this free
               opportunities and share information from the field.              up time for customers, it ensures sales executives can
               With immediate access to up-to-the-minute customer               track and report on sales activities and performance
               data, sales representatives can quickly search CRM               with up-to-date information.
               information, record all opportunity-related interactions,
               and track opportunity milestones in a single place—
               anytime, anywhere—helping to pinpoint bottlenecks
               and shortening the sales cycle.

4   Pivotal Mobile CRM for Today’s Sales Force
•	 With customer and account information at their                   Mobile CRM enhances team performance:
   fingertips, mobile sales representatives can review
                                                                    •	 As a business evolves, the CRM system tracks every
   customer history before meetings and respond
                                                                       team member touching an account. Activities and
   immediately to opportunities or roadblocks in order to
                                                                       history can be passed to new reps, ensuring account
   push each deal forward without delay. With the ability to
                                                                       information is up to date and comprehensive, and
   track customer data in a single location, they can quickly
                                                                       enabling new sales representatives to seamlessly take
   access data that addresses a customer’s questions,
                                                                       over works in progress without using customer time
   increasing sales effectiveness and productivity.
                                                                       to learn project history.
•	 Providing sales representatives with the ability to create
                                                                    •	 To perform critical sales-management functions, sales
   a price quote in real time via a single CRM application
                                                                       managers and VPs have to rely on their sales force to
   enables them to select product and pricing options
                                                                       input valuable customer and prospect information
   and create proposals from the field without requiring
                                                                       into the CRM system. Because Pivotal Mobile CRM
   redundant data entry into other systems. They can
                                                                       users can easily update opportunity information
   quickly complete proposals and send requests for
                                                                       and tasks from the field, sales managers have
   approval to sales managers, allowing them to continue
                                                                       access to accurate, current deal information such as
   working seamlessly while freely roaming into and out of
                                                                       projected deal size and probability to close, providing
   wireless connection areas.
                                                                       better visibility into pipeline status and employee
•	 Sales representatives can quickly and easily track tasks            performance against quotas.
   and activities, manage and schedule appointments,
                                                                    •	 From the field, sales representatives can have
   assign tasks to other users, and set up notifications and
                                                                       quotes approved by managers before they become
   alerts after each visit, eliminating a trip back to the office
                                                                       contracts. The quote automatically appears on the
   at the end of the day to sync systems.
                                                                       manager’s dashboard, and Pivotal CRM enables
                                                                       managers to approve, reject, or modify price quotes.
Improve Business Collaboration                                         Sales managers can approve requests immediately,
In a mobile enterprise, the office is everywhere. The ability          even if they are traveling themselves, thereby
to access CRM data via mobile technologies enables                     eliminating administrative roadblocks.
workers to connect and interact with the office, as well as
share critical data on customers, orders, and inventory from
the road. By providing mobile sales teams with the proper
tools, businesses can streamline and optimize operations
while maximizing customer satisfaction and loyalty.
Seamlessly connecting the office and a high-performing
field team optimizes synergy and results in flawless
execution, lower service costs, and greater profits.
With access to the full resources of the company through
mobile CRM, sales users can share information and
collaborate with experts throughout the enterprise on
sales deals, such as sales managers, the legal team, and
product management. With greater visibility, front-line
sales users have an invaluable competitive edge that
improves sales-team performance, sharpens forecasting
accuracy, and ultimately increases revenue.

                                                                                             Pivotal Mobile CRM for Today’s Sales Force   5
    Solutions For Your Mobile Workforce

            Sales professionals have different needs depending on        Pivotal Handheld maximizes sales productivity and
            their responsibilities, preferences, and work styles. Some   effectiveness by providing mobile sales personnel
            rarely work out of the office or away from the corporate     with access to the information they need, whenever
            network; some require in-the-field access to complete        and wherever they need it. Customer accounts can
            sales functionality and customer information from their      be updated at any time, allowing mobile users to take
            laptops; and some need real-time access to live data.        advantage of breaks between customer meetings to
            Pivotal Mobile CRM has a solution to support each of         update data while the details are still fresh, instead of
            these requirements and more—giving sales users access        having to spend extra time at the end of their day.
            to the information they need, when they need it, and
            ensuring that a sale is never delayed because of limited
                                                                         Pivotal Wireless
            access to critical data.
                                                                         Key business functionality for mobile personnel equipped
            With different solutions to address the wide range of        with cell phones or web-enabled PDAs
            ways mobile personnel prefer to work, Pivotal Mobile
            CRM allows the creation of a mobile strategy that fits       Pivotal Wireless delivers an out-of-the-box application
            each organization’s unique needs.                            that enables alerting as well as real-time read and write
                                                                         access to critical information stored in the Pivotal CRM
                                                                         database from wireless devices such as cell phones and
            Pivotal Mobile Client                                        web-enabled PDAs.
            100% offline functionality for mobile personnel who act in
            a consultative role                                          Pivotal Wireless lets sales representatives access
                                                                         enterprise information and seize sales opportunities
            Pivotal Mobile Client provides mobile users who are          faster. Whether visiting a customer site, waiting for
            away from the office for extended periods of time with       a connection at the airport, or traveling to the next
            complete access to full, rich Pivotal CRM functionality.     appointment, mobile users are only a click away from the
            Pivotal Mobile Client offers the same, familiar Pivotal      information they need to effectively conduct business.
            CRM interface, designed to run on a laptop—anytime,          By providing access to relevant customer intelligence,
            anywhere. Users can take advantage of read/write             companies enable their mobile users to maximize their
            access to data, product catalogs, complex product            effectiveness and responsiveness to customer needs.
            configurations, and quote-creation features while offline
            at the customer site, and then synchronize the system
            when they are online, ensuring that they have the latest
            data and that the data they have updated in the field
            gets propagated throughout the organization.

            Pivotal Handheld
            Key business functionality for mobile personnel who
            engage with customers on the go
            Pivotal Handheld is a device-resident application that
            provides continuous rapid access to key information
            on a BlackBerry® or Windows Mobile device, regardless
            of wireless network access, bandwidth, or quality of
            connection, letting salespeople review comprehensive
            information immediately prior to meetings—or even
            during the meeting, checking off options with the
            customer at each stage of the sales process.

6   Pivotal Mobile CRM for Today’s Sales Force
A Mobile CRM Solution that Addresses the IT Challenge

   The growing needs of mobile workers are outpacing the           Customize to Meet User Needs
   ability of IT departments and corporate infrastructures to      Pivotal CRM’s mobile solutions can be customized to
   support them, resulting in significant business-continuity      match the customized in-office system. In many cases,
   and performance issues and lost business opportunities.         this is as straightforward as deploying the customized
   In addition to needing IT support, mobile and wireless          system to the mobile laptop or tablet PC, or using a
   technologies are often associated with rising costs, security   graphical toolkit to implement customizations that reflect
   concerns, and device-management issues. The imperative          the key business functionality mobile users require.
   now is to optimize the mobile workforce and leverage
   new and existing investments in mobile technologies to
   minimize the burden on IT departments, infrastructure,          Ensure Data Security
   and resources. The good news is that companies can              Pivotal Mobile CRM solutions help companies comply
   centralize and simplify mobile access while satisfying          with established company security levels, as well as
   different user needs, ensuring the right applications and       those imposed by industry rules and regulations.
   communications get to the right people.                         Depending on the specific Mobile CRM solution, the
                                                                   Pivotal CRM team offers one or more of the following
   IT managers and CIOs are tasked with driving and                security features: application authentication and/or
   supporting key business initiatives, while at the same time     security-policy enforcement, to ensure the mobile user
   containing costs. Accordingly, when it comes to supporting      can only access the data they require; data encryption to
   mobile CRM requirements, ensuring return on investment          protect data; and remote device-kill technology, to ensure
   (ROI) is top of mind for IT managers and CIOs . A Pivotal       that sensitive data is deleted before it can be accessed by
   Mobile CRM solution offers a cost-effective way to extend       unauthorized persons.
   the ROI of in-office Pivotal CRM implementations.

                                                                   Deploy With Ease
   Increase User Adoption                                          Pivotal Mobile CRM solutions uniquely offer not only data
   Utility and usability drive usage. Offline capabilities give    synchronization, but also application synchronization,
   mobile personnel the ability to access and input data           to ensure mobile personnel are always operating with
   into the CRM system, whenever and wherever required,            the latest customer and account information, as well
   regardless of network presence, bandwidth, or quality.          as the latest Pivotal CRM system changes, updates, and
   The result is a highly responsive application that allows       maintenance releases. This eliminates the need for mobile
   mobile workers to have seamless access to their customer        users to periodically return to head office for application
   information presented in a rich UI, driving user adoption.      updates.

   Decrease the Cost of Mobility
   Pivotal Mobile CRM supports a wide range of devices,
   from cell phones to PDAs to laptops, allowing companies
   to choose the most appropriate solution for their budget
   and needs. Data access costs are contained by storing the
   application and data locally on the user’s mobile device,
   thereby drastically reducing the amount of wireless
   data traffic. Users can work throughout the day without
   incurring any wireless data-access charges and then quickly
   synchronize their data when required.

                                                                                            Pivotal Mobile CRM for Today’s Sales Force   7
Pivotal Mobile CRM
Ensure Productivity for Your Mobile Sales Force

      Mobile CRM is no longer a luxury for a few high-performance employees; it’s a critical requirement for any organization
      that engages in high-value prospect and customer interaction outside the office. Forward-thinking companies are
      turning to Pivotal Mobile CRM solutions to close more deals, accelerate the sales cycle, increase customer satisfaction, and
      improve sales processes.

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