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Pivotal Mobile CRM is a complete mobility solution designed to deliver the right information to the user, when they need it, on their device of choice, regardless of connectivity or location. With different solutions to address the variety of ways mobile personnel prefer to work, Pivotal Mobile CRM gives organizations the freedom to create a mobile strategy that fits their unique needs.


Pivotal Mobile CRM - Technical Overview - June 19, 2007









Pivotal Mobile crM Technical Overview

executive Summary

This technical overview is designed to provide technical personnel with a comprehensive overview of Pivotal Mobile CRM solutions, including details regarding system deployment, synchronization, administration, and maintenance.

Pivotal CRM | Technical Overview

The Pivotal Mobile SolutionPivotal Mobile CRM is a complete mobility solution designed to deliver the right information to the user, when they need it, on their device of choice, regardless of connectivity or location. With different solutions to address the variety of ways mobile personnel prefer to work, Pivotal Mobile CRM gives organizations the freedom to create a mobile strategy that fits their unique needs:

Gain Full Functionality: Pivotal Mobile Client offers mobile users who are away from the office for extended periods of time complete access to Pivotal CRM functionality. Whether they are in front of the client or back at the hotel, mobile personnel can use their laptops to reference customer and prospect data, edit information, and work with the entire application in offline mode. They have access to all the functionality available to connected users and can remotely synchronize data back to head office at their convenience.

Perform Key Tasks: Depending on the device of choice, Pivotal CRM provides two solutions that allow mobile personnel to perform key business tasks and access important information:

Pivotal Handheld delivers seamless access to critical business tasks and customer data on RIM BlackBerry devices, regardless of whether a network connection is available.

Pivotal Wireless delivers an out-of-the-box application that enables alerting as well as real-time read and write access to critical customer information stored in Pivotals CRM database from wireless devices such as cell phones and web-enabled PDAs.

Synchronize important information: Intellisync for Pivotal provides mobile users with bi-directional synchronization of contacts, to-do lists, and calendar items between Pivotal CRM and Microsoft Outlook or Lotus Notes so they can use their tool of choice to manage their day offline.

Full Offline FunctionalityTodays level of broadband ubiquity sets the expectation with customers and prospects that mobile users will have full access to their CRM application and current data at all times. To bridge the gap between this expectation and the reality of broadband coverage outside regional hotspots, sales organizations require offline capabilities that ensure they are never without access to critical functionality and data. Effective disconnected use must allow mobile personnel to work the way they need to, which can demand full offline application functionality.

Pivotal Mobile Client For consultative mobile personnel whose tasks involve everything from needs assessment to order completion at the customer site, Pivotal Mobile Client provides a complete, scaled-down Pivotal CRM system designed to deliver 00% functionality on a laptop, regardless of whether there is an Internet connection. It includes:

Pivotal Client (either the Windows-based Pivotal Windows Client or the browser-based Pivotal Rich Client)

Pivotal Business Server

Microsoft SQL Server database

Pivotal Mobile Client users employ their client of choice to work with a subset of Pivotal CRM customer data present on their laptop, and they must intermittently connect to the main Pivotal Business Server or a satellite one to synchronize any data changes they have made.

integrated with Microsoft Office Pivotal supports Microsoft Office integration of the Pivotal Mobile Client, whether online or offline. This includes:

Bi-directional integration with Microsoft Outlook 2000, 2002, and 2003, which allows users to create, manage, and queue e-mails for delivery in either Pivotal CRM or Microsoft Outlook while working in disconnected (offline) mode;

Bi-directional synchronization of Outlook calendars, tasks, and contacts, which allows users to work with and update these features while offline; and

The ability to reference Pivotal CRM data within Microsoft Office 2003 applications, including Word, Excel, Outlook, and PowerPoint. Even while offline, users working in Microsoft Office can click on key words to display associated data from the local Pivotal CRM database directly in the Office application.

Pivotal CRM | Technical Overview 2

Data Synchronization For mobile applications to achieve maximum value, enterprise databases need to be decentralizedwithout compromising data reliability and integrity or inflating administration costs.

Pivotal SyncStream is the technology that synchronizes all aspects of the Pivotal CRM system, including customer data, application customizations, and platform upgrades, across LAN clients, satellite systems, and mobile devices.

Data Reliability Pivotal SyncStream verifies the success of each synchronization session. Synchronization messages are not deleted until a confirmation message is received from the recipient system indicating that the change has been successfully carried out. This approach allows for a high degree of confidence that mobile databases will synchronize correctly, and it protects against message loss due to accidental disconnection, viruses, machine crashes, or other connection problems. Lost or out-of-sequence messages are recovered automatically.

If a synchronization session is interrupted or unsuccessful, the Pivotal CRM system automatically coordinates recovery. For example, if a mobile system receives a message that is out of its numbering sequence due to line interruptions during a synchronization session, it sends a message to the parent system requesting a resubmission of the missing data. Once the missing data has been received, the synchronization session resumes.

Data Integrity Pivotal SyncStream resolves simultaneous record updates by comparing the time and date stamp of a record on the parent system with the record that arrives from the child system. If the child records stamp differs from the parents, the update gets rejected.

For example, if two mobile users are attempting to update the same record, the update that reaches the server first wins. The first update changes the time and date stamp of the record. When the second update arrives, and its time and date stamp does not match that of the record, it is rejected. In this case, a notification is sent to the second user informing them of the rejection and requesting a resubmission if the changes still apply.

Application Synchronization The core strength of Pivotal CRM lies in its flexibility and ease of customization. Organizations can react quickly to market opportunities by customizing the Pivotal CRM system to reflect new corporate goals and business processes or by upgrading to the latest Pivotal platform in order to take advantage of new features and capabilities. But to maximize the value of these changes, organizations must be able to quickly and easily distribute application customizations and platform upgrades throughout the distributed enterprise to ensure all users are operating with the same functionality.

Pivotal SyncStream automatically broadcasts all data changes, application updates, and platform upgrades to all mobile systems. Pivotal provides for a one-step mechanism, called a UFO (upgrade from offline), that takes all the customizations from the test system and automatically deploys them to all production systems, including satellites and mobiles.

Pivotal SyncStreams Code Update feature allows the broadcasting of files such as service packs and hot fixes to all mobile users in a single synchronization session, even over dial-up connections, rendering the traditional resource-intensive, in-office upgrade obsolete.

Managing Synchronization Pivotal SyncStream supports HTTP-based synchronization, which provides higher performance levels, increased scalability, and lower administration costs than traditional e-mail-based synchronization solutions. With flexible filtering to reduce data synchronized to each mobile device, HTTP-based synchronization optimizes both the actual data packet and the number of messages sent, thereby making the best use of available bandwidth to support multiple users. Any administrator with knowledge of Microsoft Internet Information Server (IIS) can easily administer Pivotal SyncStream.

Administration Tools HTTP-based synchronization allows for centralized administration, simplifying the maintenance, monitoring, and troubleshooting of all attached mobile and satellite systems.

A global view of the system allows administrators to quickly review mobile-client attributes, perform a visual data-synchronization check, proactively monitor users, and maintain the mobile workforce to ensure system reliability and performance. If the administrator fails to notice an impending issue, the system automatically sends a message notifying the administrator of the problem.

Pivotal CRM | Technical Overview 3

end-User considerations Mobile users require a synchronization solution that is at once simple and powerful, but that offers the right measure of control. Pivotal CRMs synchronization solution is automatically invoked as soon as the mobile client makes a connection to its main or satellite parent server. Mobile users have the option to send their changes in the background (so users can continue working while synchronizing), as well as the ability to stop and resend at a later time.

Performance is optimized and