Pivotal CRM Integration SolutionsCRM That Fits Your Business

2 Pivotal CRM Integration Solutions

The solution is to link information systems and integrate business processes between departments. When customer information is shared across the enterprise, companies can target marketing messages more accurately, deliver better customer service, and sell more effectively—all while improving the efficiency of internal operations.

However, the technical hurdles that must be overcome to integrate customer information between systems can be daunting:

• Expandingtheavailabilityofdatasourcescompany‑wide—despite myriad data formats and database systems

• Integratingbusinessprocessestoraiseproductivitylevels and increase automation

• Connectingsoftwareapplicationsacrossdepartmentsto provide users with richer functionality

• Mergingcall-centercommunicationsintoacentralrepository with other customer interaction channels

No single, off‑the‑shelf integration solution can deal with all of these requirements—there is no silver bullet. A combination of solutions, each designed to integrate

Most businesses store critical customer data in as many as 40 different silos, scattered across the enterprise. For customer‑centric businesses, achieving a single, unified view of the customer requires tight integration of a range of software, including both CRM applications and back‑office technology. To be successful, all employees must have the right information when they need it, on their device of choice, regardless of connectivity or location.

different parts of the customer information puzzle, is the best approach. And each of these solutions must have the capacity to change over time as business needs evolve. By implementing an integration framework that encapsulates a variety of products, tools, and methodologies,businessesretaintheflexibilitytotacklespecific problems with the best solutions, and then extendthesesolutionsasrequired.

From integrating business processes to replicating data to linking telephony systems, Pivotal CRM’s integration framework is designed to leverage middleware components, third‑party adapters, and Web Services. It provides a standards‑based way to significantly decrease the time and effort needed to integrate Customer Relationship Management (CRM) systems with other enterprise applications and data.

Therightmixoftools,bestpractices,andintegrationstandardscombinedinaflexibleframeworkenablescustomer‑centric businesses to improve the sharing of critical information across the enterprise—predictably and cost effectively.

Pivotal CRM Integration Solutions

Pivotal CRM Integration Solutions 3

`

External Vendor

Database

MicrosoftOutlook

Research Services

MicrosoftOffice

IVRServer

PBX

ERP System

EAI System

Manufacturing System

HR System

ERP System

PivotalBusiness Server

Mobile Client Smart Client Wireless Client

Enterprise-wideaccesstoprospect,customer,andproductdatathroughcommonapplicationstransformsCRMfromadata‑input system to an interactive data repository, unifying information in a single desktop interface that substantially improves user productivity and efficiency.

The Pivotal CRM team provides a number of pre‑packaged solutions that enable both data‑to‑data and data‑to‑applicationintegrationoutofthebox.Thesesolutionsenableenduserstoworkseamlesslyintheirapplicationofchoice, while ensuring that corresponding data held in the Pivotal CRM system is always updated.

Pivotal CRM Integration with Microsoft OutlookWe offer two distinct solutions that enable end users to work in either Microsoft® Outlook® or Lotus Notes:

• SeamlessintegrationwithMicrosoftOutlookisprovidedoutofthebox,enablinguserstocreateandupdate their Outlook tasks, email and appointments within Pivotal just as if they were working in Outlook.

• LinkPointforPivotal,createdbyCDCSoftwarepartnerLinkPoint360, allows users to create, update and store Lotus Notes email, tasks and appointments within Pivotal, ensuring users always have up‑to‑date information, whether they’re in the office or on the road.

Integration Products

Pivotal CRM Integration with Microsoft OfficePivotal CRM leverages the research and reference capabilities in Microsoft® Office 2003; this solution enables users to add relevant Pivotal CRM‑based information to documents without having to switch between applications:

• Pivotal CRM Research Services—enables users to access data in their Pivotal CRM system instantly from Microsoft Office applications, such as Microsoft® Word, Excel,® PowerPoint,®Outlook,andInternetExplorer,without opening the Pivotal CRM application itself.

Pivotal Integration with Microsoft SharePointPivotal CRM is pre‑integrated with Microsoft SharePoint,® which allows the creation of personalized portal pages. Enduserscanpersonalizetheirportalbyaddingnewweb parts (which can be defined by the customizer or imported from any third party, including Microsoft) and modifyingexistingwebparts.

Pre‑defined portal pages can be set up by functional area—forexample,aportaldesigned for sales people, another for customer support representatives, and others specific to each stakeholder group in the organization. This provides a highly personalized, relevant, and visually enhanced portal for each user.

Figure 1: Pivotal CRM Integration Network

4 Pivotal CRM Integration Solutions

Integration Methodologies

PivotalCRMsolutionssupportanumberofleadingintegrationmethodologies,suchasEnterpriseApplicationIntegration(EAI),point-to-pointintegration,WebServicesintegration,andtelephonyintegration.Byapplyingthesemethodologies and combining them with key Pivotal CRM products, companies can decrease implementation time whileretainingtheflexibilitytomodifyeachintegrationsolutionasbusinessrequirementschange.

Point‑to‑Point IntegrationPoint‑to‑point integration is a cost‑effective solution that requires a smaller technology footprint and shorterimplementationtimelinethanafull-scaleEAIimplementation. It is typically based on scheduled, batch‑data integration between departments. Point‑to‑point solutions enable data to be shared between Pivotal CRM and other key enterprise applications, such as integrating Pivotal CRM with Microsoft® Great Plains.® The resulting solution minimizes the information gaps across the enterprise that lead to missed opportunities, lost revenue, and high selling costs.

• Scribe Integrate for Pivotal CRMisaflexiblepoint-to‑point solution that can be used to integrate Pivotal CRM with a broad range of enterprise applications, such as SAP,® Oracle,® and Microsoft Great Plains. With graphical, point‑and‑click functionality, Scribe Integrate for Pivotal CRM makes it easy to create templates that are reusable, portable, and easily modified. With all of the tools necessary to design, build, operate, manage, andmaintainmigrationsandcomplextwo-wayintegrations between any number of systems, Scribe Integrate for Pivotal CRM is a quick, cost‑effective solution for synchronizing customer information between applications, facilitating lead integration, or creatingquoteandorderintegrationwithERPsystems.

EnterpriseApplicationIntegrationEnterpriseApplicationIntegration(EAI)isasetofmethodologies designed to enable the unrestricted sharing of data and business processes throughout networked applications or data sources across the enterprise.TheultimategoalofanEAIstrategyistocreateacommonvirtualinformationsystem.EAItypically involves large budgets, multiple systems, and an advanced technology infrastructure; it also requires high levels of technical proficiency and substantial implementation resources.

Using the Pivotal CRM Integration Connector in combination with middleware such as Microsoft BizTalk,® Sun SeeBeyond,™ Tibco Software,® or webMethods® enables Pivotal CRM to be integrated with any XML‑based EAIstrategy.ThePivotalCRMIntegrationConnectorisa set of tools that includes an XML adapter, integration interface, and configuration client. Together, these tools enable the Pivotal CRM system to connect with any existingintegrationscheme,whichoffersflexibilityinthewaybusinessprocessesaredeveloped,executed,managed, and distributed.

In practice, any enterprise application that can be connected to middleware can be connected to Pivotal CRM;examplesincludeSAP,Oracle,OracleJDEdwards,® and Oracle PeopleSoft.®

Pivotal CRM Integration Solutions 5

Custom IntegrationPivotal CRM offers a range of tools and technologies to be usedforsituationsinwhichacompleteEAIsolutionisnotwarranted and a point‑to‑point solution is inappropriate. Themostcommonexampleofsuchasituationisadata-warehouse feed, which typically involves high‑volume, batch‑oriented data loading. In these cases, Pivotal CRM can be integrated in one of several ways:

• DirectintegrationwiththethePivotalCRMBusinessServerAPI(XMLand.NET)

• Integrationwiththeback-enddatabase

• IntegrationthroughOLEControlExtensions(OCX)

Web ServicesWebServicesdramaticallyreducethecostandcomplexityof integrating applications, information systems, and business processes. Web Services can be used to deliver non‑transactional, supplementary information, such as news feeds, static information dashboards, and additional company information; they can also be used to support transactional information, such as new customer initiation and order fulfillment. For organizations that need to integrate business‑to‑business systems, interoperate with applicationsoutsidetheenterprise,orconnecttoexternalwebsites, Web Services are a good choice.

Pivotal CRM’s three‑tier architecture is built on the Microsoft®.NETframework,whichenablesPivotalCRMto integrate with, publish, and consume Web Services. Additionally, Web Services can be generated for any business object defined in the Pivotal CRM system.

The Pivotal CRM architecture includes an XML‑based CRM server that supports an array of applications, clients, and users; it provides security, transaction capabilities, and authentication for Web Services as information is consumed and presented. Web Services are delivered through the Pivotal CRM Web Client, which can be customized to enable remote access to application functionality as required.

Telephony IntegrationIntegrating CRM with a call‑center or contact‑center infrastructure ensures that all customer interactions, regardless of channel, are recorded in a common customer repository. This process, called Computer Telephony Integration (CTI), offers a number of features:

• Screen Pops—incoming calls and corresponding customer information arrive at an agent’s workstation simultaneously, which eliminates the need for the agent to look up the information manually.

• Call Routing—incoming calls are controlled and routed to agents based on rules, such as customer preferences, product history, or IVR selections; the workload is distributed to ensure that the right agent takes the right call.

• Soft Phone—a software‑based telephone interface dials outbound calls and tracks agent phone activities.

PivotalCRMInteractionConnector—UniversalEditionprovides a vendor‑agnostic link between Pivotal CRM and typical call center telephony infrastructure (including IVRs,ACDs,PBXs,andmore).Theconnectorenablesbusinessestoleverageexistinghardwareinvestments,while facilitating a move to newer technology, such as IP‑based contact centers (e.g., I3 Customer Interaction Center,® Avaya IP Office® or Cisco® IPCC).

Pivotal CRM Integration Solutions

ThePivotalCRMteamatCDCSoftwareisaleadingproviderofcustomerrelationshipmanagement(CRM)softwareapplications. Pivotal CRM is the only CRM solution offering rich functionality, a full application suite, and best‑in‑class customizationcapabilities,allwithalowtotalcostofownership.Weofferflexiblesolutionstailoredtofitthecomplexprocesses and industry‑specific data models, workflows, and end‑user requirements of each organization we do businesswith.Throughourexperienceswithmorethan1,800customersinover35countries,we’velearnedhowto help businesses craft a CRM strategy that achieves real, measurable results. We deliver CRM that fits the needs of businessestoday—whileofferingtheflexibilitytohelpthemseizetheemergingbusinessopportunitiesoftomorrow.

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

North AmericaPivotal CRM

858BeattyStreet,Suite600Vancouver, B.C.

Canada V6B 1C1+1877-748-6825

info@pivotal.com

InternationalPivotal CRM

Pioneer House 7 Rushmills, Northampton United Kingdom NN4 7YB

+44 1 604 614131info‑intl@pivotal.com