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The Pivotal Service suite has been designed to drive improvements in customer service while reducing operating and maintenance costs throughout the customer lifecycle while improving the quality of customer interactions.


  • 1. Pivotal Service SuiteProfitable service teams dont just solve problems.

2. Personalized Service Pivotal CRMs award-winning CRM solution encompasses a fully integrated Service suite that enables companies to create a cost-effective support, service, telesales and telemarketing center. By integrating with Sales and Marketing, deliver more personalized interactions, build customer loyalty, and grow revenue. Pivotal ServicePivotal eService At the heart of the Pivotal Service suite is our core Extends service request management to the Internet. desktop application, Pivotal Service, which automates the Pivotal eService supports inbound e-mail management, capture, management and resolution of customer servicewhile providing a comprehensive, self-service website and support requests across multiple channels. Thewith an online knowledgebase and FAQs. The system functionality of Pivotal Service is extended by a number of enables customers to open and review incidents, escalate pre-integrated options, including:incidents to service experts, or register products for future service. Pivotal Contact Center Combines Sales, Marketing and Service into a single Pivotal Wireless for Service interface, transforming call centers into next-generation Enables field service employees real-time access to critical contact centers that support multi-channel customer customer support information from wireless, hand held interactions via voice, e-mail, online chat, webdevices such as web-enabled cell phones, personal digital collaboration, fax, and more. assistants (PDAs), and two-way pagers. By managing customer interactions across all channels, customer care organizations have the tools andPivotal Service Analytics information they need to cost-effectively deliver With the ability to analyze customer service requests over excellence in customer service. various channels, service managers can better understand customer preferences, resource utilization, service activity, and performance. And by leveraging the insight gained, managers improve customer satisfaction and better manage resources. The Pivotal Service suite is a seamlessly integrated module within Pivotal CRM Suite, which also includes Pivotal Sales, CDC MarketFirst, and Pivotal Partner Management. Each of these suites work together to deliver on the promise of CRM, increasing revenues, margins and customer loyalty.2 Pivotal CRM 3. Improving the Service Process The Pivotal Service suite has been designed to drive improvements in customer service while reducing operating and maintenance costs throughout the customer lifecycle while improving the quality of customer interactions. 1. Let Customers Choose4. Unify all Service Channels As alternative channels gain in popularity with customers, Pivotal Service coordinates all customer service catering to their preferences will be key to buildingtouchpointswhether they originate from the Internet, loyalty. Pivotal eService offers alternative customerthe call center, or the field. Deliver consistent, timely and interaction channels, including web- and IVR-based self- accurate responses to customer service inquiries. Manage service, real-time web collaboration, and e-mail response. contracts, set and track service level agreements, resolveproblems, and define escalation procedures. Benefit: Increase customer satisfaction.Benefit: Improve the quality of service. 2. Increase One & Done Interactions Many customer interactions still take place through call 5. Analyze Performance centerswhich are necessary but costly. Pivotal ContactDo you know who your most valuable customers are, Center transforms tactical call centers into strategic and how to treat them right? Or how much time your contact centers by leveraging client data across the agents average per call? Whether its quality of service, organization. By delivering more personalized, one &agent performance or business goal achievement, Pivotal done interactions at lower costs, your contact center can Service Analytics can help you understand your support decrease its cost of operation, as well as generate revenue. costs, calculate ROI, and segment your customer base todetermine which customers require more support and Benefit: Decrease support costs. why. 3. Provide Field Service Benefit: Understand support costs. Pivotal Wireless for Service increases efficiency, improving your first-time fix rate. It facilitates immediate response to 6. Improve your Offering incidents, increasing customer satisfaction. With access toAct on customer feedback. Make decisions based on the all customer data via wireless devices, Pivotal Wireless alsoinsight gained, and deploy an enhanced solution. Then, provides for up-sell opportunities right in the field. show your customers how youve listenedinform themof the enhancements. Pivotal Service creates a framework Benefit: Increase field service efficiency.that promotes feedback, and ensures that feedback hasmeaningful impact.Benefit: Close the customer service loop. Pivotal CRM Pivotal Service Suite 3 4. Measurable Service ResultsPivotal CRMs results framework helps you decide on a strategic goal, and provides the tactical map to help you getthere. Plus, we provide key reporting to help team leaders measure, monitor, and analyze progress along the way.Increase Revenues Access revenue-generating opportunities while servicing the existing customer base. Capture,and respond to prospect interest by enabling service reps to easily enter leads, capture orders, and manage literaturefulfillment requests. Generate revenue and track customer deployments using support contracts and productregistrations.Decrease Costs Provide web-based self-service that includes an online knowledgebase and FAQs. Automate servicerequest processing, escalation and resolution, and allow customers to track their service requests online, or escalatetheir request from self-service to assisted service at any time.Decrease Training Costs An intuitive user interface combines Service, Sales and Marketing, making it easier to trainyour employees. Automated workflow prompts agents through to resolution, enhancing efficiency.Provide Multi-Channel Interactions Be easier to do business with by providing online chat, e-mail, fax, webcollaboration, phone, and Voice Over IP (VoIP). Ensure all agents can work together to track and resolve customerrequests, even when your customers contact you, submit questions, or receive resolution through multiple channels.Increase Customer Satisfaction Deliver personalized, online support material to customers, and set query responsetimes based on contractual obligations. Automatically identify and escalate requests that might compromise servicelevels. Alert agents to the preferences of most-valuable customers to ensure appropriate treatment.Maximize First Contact Resolutions A full-text, searchable knowledgebase ensures response consistencyand eliminates duplication of effort. Expand the knowledgebase with integration to back-end data sources andapplications, giving service representatives access to all the information they need to fulfill customer requests.Contact a Pivotal CRM representative today to learn more about how Pivotal CRM can address your unique CRMintegration needs. Call +1 877-PIVOTAL (+1 877-748-6825) or visit us at www.pivotal.com. North AmericaInternational Pivotal CRM Pivotal CRM858 Beatty Street, Suite 600Pioneer HouseVancouver, B.C. 7 Rushmills, Northampton Canada V6B 1C1 United Kingdom NN4 7YB+1 877-748-6825+44 1 604 614131 info@pivotal.com info-intl@pivotal.com 2007 CDC Software. All rights reserved. Pivotal CRM and the Pivotal CRM logo are trademarks and/or registered trademarks of CDC Software. All other marks referenced are marks of their respective companies.