Pivotal Upgrade Services helps companies move to new Pivotal CRM products.

1. Fresh Start Upgrade
Start Fresh with the Latest Pivotal CRM Platform and Applications
The benefits of upgrading with Pivotal Sometimes a fresh start is good for you. Your business has likely
Upgrade Services:
faced significant changes since you first deployed your CRM solution,
• Accelerate implementation: Shorten whether through a merger or acquisition, the introduction of new
the overall time and cost to implement
processes and workflows, or the adoption of new business models that
• Reduce risk: Draw on services, embrace innovative ways of interacting with your customers. It might
tools, and a phased methodology
for a predictable outcome be time to consider starting afresh with a new CRM solution that fits
• Manage complexity: Benefit from
your current business realities.
experience gained through hundreds Business doesn’t hold still—and to keep up, companies have to adopt new ways of working.
of implementations Employees expect to be more mobile. Customers expect 24x7 self-service. The Internet is always
To learn more about Pivotal Upgrade open, and everyone can connect to everyone at any time.
Services, contact your Account Manager
Businesses that have outgrown their CRM system and the customizations that support their unique
at +1 877-748-6825 or
way of doing business should consider a fresh look at their CRM objectives. In some cases, an
accountmanagement@pivotal.com.
all-new CRM deployment may be the most cost-effective way to take advantage of the capabilities
offered on the latest Pivotal platform. Customers considering a fresh start must take a number of
issues into account:
• Installing a brand-new system and effectively migrating data
• Determining the level of integration and customization that should be targeted
• Developing new customizations that follow best practices
• Delivering the performance and flexibility business users demand
Pivotal Upgrade Services helps companies move to new Pivotal CRM products. Following our
Rapid Productivity Methodology (RPM), we provide complete implementation services—with
predictable results. We can help you reduce the cost of completing the installation, manage the
complexity of creating customizations and migrating data, and realize the full potential of your
software with speed and efficiency.
Learn how Pivotal Upgrade Services can help your company successfully transition to
the most up-to-date features and functionality, available in the latest Pivotal CRM family
of products.
Pivotal CRM | Pivotal Professional Services

2. Why Upgrade to Pivotal 5.9? The Pivotal 5.9 CRM Opportunity
• Empower your sales force by giving Moving to the latest version of the Pivotal CRM platform and applications provides
them access to key Pivotal CRM exceptionally low total cost of ownership (TCO), ensuring businesses can quickly
functionality on their RIM BlackBerry®
and ensuring their PIM-based contacts, customize, integrate, and deploy a solution to match their current and evolving
tasks, and calendar information are business needs. Whether you implement one module at a time or the entire suite,
always up to date within Pivotal Pivotal CRM can help you drive productivity and user adoption by giving mobile
• Expand market reach by leveraging sales, marketers, integrators, and customizers new and enhanced ways to solve
SMS support and letting users enroll their business problems.
their customers and prospects directly
into marketing campaigns New and Enhanced Functionality
Pivotal 5.9 delivers a RIM® BlackBerry®–resident Pivotal CRM application for sales professionals on
• Encourage wider CRM usage
the go; enhanced multi-channel marketing for more personalized communications; more
by taking advantage of dramatic
standards-based options for integrating Pivotal CRM with other enterprise technologies; and
usability enhancements and new
more ways to tailor the Pivotal CRM user interface to your specific business requirements.
user-interface capabilities
• Reduce the cost and complexity
of integration with improved
Mobility
integration tools, including the new Pivotal Handheld Pivotal Handheld enables mobile sales personnel to access key customer
Web Services generator data and sales functionality on BlackBerry® Wireless Handheld™ mobile
devices, regardless of whether a wireless network connection is available.
• Optimize your implementation by Give your most valuable resources the ability to update their accounts and
giving customizers more control over schedules whenever and wherever required, improving productivity and
the user interface and greater flexibility shortening the sales cycle.
to adapt to user demands
Server-Based PIM Pivotal CRM provides both Pivotal Windows Client and Pivotal Rich Client
Synchronization customers with easier, more flexible PIM synchronization and improved
mobility. Intellisync for Pivotal 5.9 facilitates better mapping between PIM
information and custom fields in the Pivotal CRM database, and it enables
automated server-to-server synchronization of the local database with the
main Pivotal CRM system.
Marketing
SMS Support Pivotal MarketFirst users can now deliver communications via short message
service (SMS) directly to customer and prospect cell phones, offering greater
flexibility in delivery channels and user preferences.
Pivotal–MarketFirst Pivotal CRM users can now enroll contacts in MarketFirst campaigns and
Contact Integration view interactions of enrolled contacts within campaigns. This feature enables
sales users to enroll their prospects directly into the most appropriate
campaigns and monitor their response.
Call Scripting Pivotal Call Scripting is a full suite of easy-to-use script-authoring and
execution tools that significantly expands the capabilities of your Pivotal CRM
system. Ensure process and messaging consistency by scripting incoming
and outgoing calls for telemarketing, sales, and customer service roles,
devising sophisticated branching logic to prompt various responses and
courses of action. Profit from greater consistency, control, and efficiency in
your prospect and customer interactions.
HTML-Based Pivotal CRM users of LetterExpress now have the option to send
LetterExpress communications in HTML format, offering greater flexibility in the provision
of rich content.
Integration
Interaction Connector PICUE offers an open, vendor-agnostic, and fully documented interface for
– Universal Edition building integration between Pivotal and any telephony device (e.g., ACD,
(PICUE) PBX, IVR, etc.) and/or customer interaction management system (e.g., i3’s
CIC,® Cisco,® IPCC, etc.).
XML Integration The XML Integration Connector provides support for Unicode, BizTalk®
Connector 2004, XSD schema generation, and transaction rollback. It offers
improved performance and scalability and improved resubmission and
logging capabilities.
Web Services Pivotal CRM’s Web Services generator allows any Pivotal CRM business
Generator object to be exposed and/or consumed as a Web Service, streamlining Web
Services-based integration projects.
Pivotal CRM | Pivotal Professional Services

3. Usability & UI Enhancements
Web Segment Customizers can now embed web pages in any form, allowing them to insert
useful web resources wherever they will be most useful.
Tree Control Tree Control allows the display of related elements (e.g., who reports to
whom within a company; whether companies are parents, subsidiaries,
branch offices, etc.) in a hierarchical “tree” format, providing at-a-glance
views of the relationships within and between companies.
Search Results List The results of complex custom queries can be displayed directly in the
Segment Pivotal SmartPortal, increasing personalization options and user adoption.
Previous/Next Record Users can now navigate between records with a single click, saving time
when reviewing multiple records.
Recent Items Users can quickly and easily view and select the last few forms, records, or
other items they have recently accessed, adding convenience.
Pivotal CRM | Pivotal Professional Services

4. Technical and Operational Considerations
What does moving to the enhanced platform capabilities and functionality delivered
in the latest application suite mean for your infrastructure? A fresh start involves
re-implementation of previous customizations on the new Pivotal platform,
decreasing the cost of maintaining and updating legacy customizations; ultimately,
this is more cost-effective than upgrading. To fully reap the benefits of the latest
Pivotal CRM platform and applications, there are myriad things you must consider
to quickly and cost-effectively meet your business’s evolving needs.
Pivotal Upgrade Services can help prioritize and re-implement your customizations, as well as
integrate your system inside and outside of your organization, while protecting your company’s
most valuable asset—your data.
Determining Performance Demands
What are your workflow demands? Upgrading the Client and/or adding a Pivotal Business Server™
will not grant access to the new functionality in the latest version of Pivotal CRM applications or
CMS. In order to take advantage of Pivotal CRM features, you must upgrade to:
• Pivotal Rich Client 5.9
• Pivotal Business Server 5.9
• Pivotal CMS 5.9 (to take advantage of new features such as Pivotal Handheld and Call Scripting)
• Microsoft Office 2003, and
• Microsoft Internet Information Services (IIS)—the foundation of Pivotal’s high-performance,
web-based CRM applications
Pivotal Upgrade Services will review current hardware to ensure it meets the minimum
system requirements.
Understanding the Data Model: Flexible CRM Architecture
What’s the advantage of Pivotal CRM’s platform? Thanks to an adaptive, flexible infrastructure, you
“have more power to “scale up” and leverage Pivotal CRM’s platform to:
• Realize cost-savings through a standards-based three-tier architecture that’s easy to rapidly
customize, configure, and deploy
• Make customizations to workflows and continue to make modifications when business
needs change
• Enhance interoperability with other business systems by introducing Internet-based standards
Applications
Rich Client Thin Client Wireless Client Windows Client Mobile Client
Presentation Services Tier
(Client Tier)
Browser-based Clients
Clients
Web
Server Pivotal
MarketFirst Server Intellisync for Pivotal Connectors
Business Services Tier
Pivotal Interaction Connectors
Pivotal Toolkit
Pivotal Integration Connectors
Pivotal
Administrator
Pivotal Pivotal
Pivotal Tools Extended Business Pivotal Connectors
Servers Server
Data Services Tier
Business Module Enterprise Data
Figure 1: Pivotal 3-tier CRM Architecture
Pivotal CRM | Pivotal Professional Services

5. The latest Pivotal CRM products support a three-tier architecture that features independent
layers for presentation services, business services, and data services. This architecture enables
organizations to save substantial time and resources by centralizing application customization,
development, and maintenance at the middle tier.
If you run a Windows environment, when you make the decision to upgrade to the latest Pivotal
CRM platform and applications, you should consider both the skills available to assist in the
implementation and the performance demands of the new system. Because the business logic
can run on the middle tier, porting Application Server Rules (ASRs) may require a Visual Basic
specialist to fine-tune the three-tier model. As well, system optimization should be revisited to
reach the highest level of performance.
Presentation Services Tier
Pivotal CRM offers feature-rich, interactive transactional support in a self-installing, self-administering,
self-maintaining client that has the intelligence to perform appropriate levels of client-side
processing to increase performance and allow for variation in user-level customization.
Business Services Tier
At the middle tier lies the Pivotal Business Server, an XML-based, three-tier transaction-processing
platform. This tier receives input from the presentation services tier, interacts with the data services
tier to perform data-level transactions, and sends results back to the presentation tier. The
Pivotal Business Server enables support for customer and partner self-service, as well as e-mail
integration, Pivotal Handheld, and research services.
Data Services Tier
The data services tier works the same way for both Pivotal Windows and Pivotal Rich Client,
storing and retrieving data and metadata collected in the Business Module (BM) and Enterprise
Customer Data (ED) database. When sales representatives are with customers, they can
use Pivotal Homebuilder Front Office to look up plans/elevations that are assigned to lots in
EnterpriseOne. They can also look up the status of lots. The Pivotal CRM application facilitates the
management of inventory homes by automatically handling the listing of an inventory home and
its configuration when a contract is cancelled and the construction has already begun.
Mixed-Mode Environment
Running a mixed-mode environment comes with several benefits. You can retain all of your Pivotal
CRM applications currently in place, while incrementally implementing and deploying functionality
offered by Pivotal CRM’s latest products without disrupting current business. You also have the
option of testing our three-tier architecture without having to commit to a three-tier migration. In this
way, Pivotal Windows Client customers can use existing Pivotal Sales/Service business rules
to bring Pivotal eService and ePartner online, and then use the experience gained in creating
three-tier customizations to migrate two-tier versions of Pivotal Sales and Pivotal Service to
three-tier. Without the “big-bang” approach, you can incrementally migrate each application
from two-tier to three-tier, taking it at a pace that suits your business.
Numerous access methods and architectures may coexist in this deployment. Figure 2 shows how
customers, partners, and employees are served with a single Pivotal CRM/PRM solution through
the n-tier architecture, providing support for rich Win32 UI, wireless, and “thin” browser-based
access for other users.
Pivotal CRM | Pivotal Professional Services

6. Presentation
Mobile Mobile (Workflow)
Wireless Rich Windows Rich Windows
eService ePartner Client Client Client Client Client
Application
(Rules and
IIS IIS
Services)
XML XML IIS
Pivotal Pivotal
Business SyncStream
Server
Pivotal
Integration
Engine Data
Internet
LAN
RAS/VPN
ERP Pivotal Data
Figure 2: Mixed-Mode Deployment
Determining the Level of Customization
What happens to your CMS and customizations? We leave your CMS and any legacy
customizations in the old system and offer an efficient way to move those customizations that
should be retained. Utilizing the Pivotal Toolkit, which includes the CMS Compare Utility, we
determine the differences between your current and target upgrade CMS, facilitating the transfer of
previous customizations and minimizing the tasks involved in migrating them to the new system.
We can also work with you to create your business objects and application server rules (ASRs) to
ensure they provide the desired functionality. Any new custom workflows are created using Visual
Basic scripting or .NET languages such as C# and Microsoft Visual Basic .NET.
Determining the Integration Effort
What about your integrations? Pivotal Business Server supports both Enterprise Application
Integration (EAI) and Business-to-Business integration (B2Bi), providing a set of tools, an
integration interface, and a configuration client.
Pivotal CRM integration capabilities support open internet standards, middleware, and web
services, facilitating the seamless, bi-directional exchange of data and process integration
between Pivotal CRM and third-party applications using HTTP. It also supports XML- and SOAP-
based web services, providing a complete set of integration options. Finally, it can execute OLE
Control Extension (OCX) components, which means that it’s backwards compatible with existing
Windows integrations.
Pivotal CRM’s new products include all the integration capabilities of previous releases and more.
Existing integrations based on previous versions of Pivotal CRM’s integration-product suite should
continue to perform as expected after the appropriate product upgrade/migration steps have
been completed.
Pivotal CRM | Pivotal Professional Services

7. Social Considerations
How easily will your organization adapt to change? You may need to factor in
training for your administrators and end users.
Customizing the User Interface
Do your employees need to personalize their client? The Pivotal SmartPortal is the primary
interface for users to interact with the Pivotal CRM system. Users can pick and choose information
from the Pivotal CRM system—information that’s important to them—thereby personalizing their
workspace in order to work faster and smarter.
Pivotal CRM delivers a documented SmartPortal plug-in API that allows customizers with Visual
Basic skills to extend the out of the box SmartPortal functionality by creating “portlets.” In this
way, customizers can quickly and economically provide users with both internal and external data
feeds—everything from a current list of critical SIs to warehouse inventory checks to back-end
financial data and in-context news feeds—creating a true corporate portal: a single point of access
to all relevant data that drives user adoption, productivity, and efficiency.
Leveraging Real-Time Mobile Technology
Are you deploying Pivotal Mobile Sales? Pivotal CRM brings major enhancements to our best-in-
class Pivotal Mobile Sales solution by allowing mobile employees to work offline just as they would
work online (same UI; same functionality). It also delivers Microsoft Outlook integration, allowing
your mobile sales force to increase their productivity and efficiency by creating and managing their
e-mail while offline. And with Pivotal Handheld, users are able to assess key Pivotal CRM data on
their RIM® BlackBerry® handheld devices.
Optimizations of the synchronization algorithm have resulted in quicker sync times. As well, new
administration tools increase the reliability of mobile systems, while lowering administration costs.
Administrators benefit from more diagnostic tools, streamlined installation procedures, silent-install
support, and new administrator views that allow at-a-glance mobile-client diagnosis of issues.
These enhancements, including automatic synchronization of data changes in the background, allow
you to expand your existing mobile deployments without the need for more administrative resources.
Providing Training
Will your end-users and administrators require any training? Pivotal CRM Education provides
a number of training courses for customers who want to ensure their administrators and users
understand how to take advantage of the new features and functionality associated with the latest
versions of Pivotal CRM products.
Please refer to the Pivotal CRM Customer Portal (http://login.pivotal.com) for an up-to-date menu
and description of current course offerings (login required).
Pivotal CRM | Pivotal Professional Services

8. Upgrade Services from Pivotal Professional Services
Pivotal Professional Services can help plan and implement a successful upgrade
to the latest Pivotal CRM platform and applications. We will work with you to
analyze your business needs—finding the most efficient way to represent needed
functionality. We can work with you to preset ROI targets from the outset. And
because we know the platform and work directly with Pivotal CRM R&D, we can
best ensure your system is operating at peak performance.
Implementing Pivotal CRM
What skills are currently available to assist in the implementation? Pivotal Upgrade Services
can help get your system up and running quickly. We can provide partial assistance, or we can
lead the entire implementation for you. At every stage—from planning CRM strategy to outlining
business requirements to building and deploying the technology—we define the scope and
timeline that makes the most sense for your business.
For more information about Pivotal’s Upgrade Services, North American customers can contact
their Pivotal Account Manager at + 1 877-748-6825 or accountmanagement@pivotal.com.
International customers should send an e-mail to professionalservices@pivotal.com.
Assessing the Effort
How quickly can the implementation take place? When implementing CRM technology, most
organizations vary with respect to their technical expertise and business needs. In response,
Pivotal CRM offers implementation options that balance the drive toward rapid results with the
discipline required to ensure adoption and achieve long-term CRM success.
We offer two methodologies:
(1) Traditional Implementation Services
Some organizations don’t have the resources or infrastructure to implement a CRM system on their
own. Using our Rapid Productivity Methodology (RPM), we can provide complete implementation
services that will can help you realize the full potential of your software quickly and efficiently.
RPM is a powerful tool that combines an effective and tested process with a set of project
guidelines and pre-built tools. We developed RPM by consulting with users during hundreds
of implementations around the world. We then distilled their feedback to refine our expertise
and create a consistent, repeatable framework for approaching future implementations. Project
management and milestone-review services support the program to ensure that your project
remains on track. For you, this translates into results—a quicker return on your investment and
a lower total cost of ownership.
(2) Pivotal FastPath Implementation Services
Our Pivotal FastPath Implementation Service is a rapid approach to implementing and automating
marketing, sales, or service capabilities in a short, fixed timeframe, at a fixed cost. Pivotal FastPath
helps you implement a CRM application predictably—in 30 days or less—and evolve at your own
pace as your business demands.
Following a structured methodology, using a standard project plan and pre-defined processes
and customization options, you can shorten the time to upfront results, verify that the solution is
right for the organization, and benefit from a technology platform that also provides the long-term
flexibility you need to extend and enhance your original solution.
Thinking About the Future
You hear a lot of talk about business agility, but what does this really mean? Business agility
requires a flexible, adaptive CRM infrastructure that allows your business to manage, control, and
optimize the impact of change.
Businesses planning for tomorrow have a unique window to gain a competitive advantage by
extending the bounds of the enterprise—by ensuring employees in the field, local partners’ reps,
and suppliers’ warehouses, anywhere in the world, can seamlessly interact to drive new business.
Microsoft’s .NET platform provides the ability to adapt at the pace of business change by
quickly building, deploying, and connecting secure, manageable solutions. Businesses can
take advantage of Microsoft .NET’s Smart Client and web services capabilities, as well as a
new programming framework that translates into greater developer productivity, greater system
interoperability, and the ability to break down barriers to business between business users.
Pivotal CRM | Pivotal Professional Services

9. Pivotal CRM is adopting the .NET technology stack. Pivotal CRM products are being designed to
improve visibility of the customer across the extended enterprise by making CRM data available to
all systems and users, independent of location, device, and connection. Pivotal customers
have begun to benefit from Microsoft’s .NET platform for developing, integrating, and
deploying applications.
Web services is the key to ensuring interoperability between disparate systems, both within and
beyond traditional enterprise boundaries. By embedding standards-based web services within
the Pivotal CRM platform, Pivotal CRM users can cost-effectively facilitate interaction between
customers, partners, and the supply chain.
Our next enabling platform—Pivotal 6.0—will be highly flexible, leveraging Microsoft’s Smart Client
and Visual Studio IDE. It will offer built-in Web Services to integrate with front-office, back-office,
and legacy applications. Pivotal 6.0 is currently expected to be made available to customers for
investigation and new deployments in the first half of 2007.
Pivotal Professional Services
Pivotal CRM strives to help organizations achieve meaningful CRM results by delivering a
collaborative and flexible set of services that are designed to meet the unique requirements of
each Pivotal CRM customer.
Drawing on our extensive technical and industry knowledge and proven methodologies, we give
companies the speed and predictability of a CRM solution completed on time, on budget, and
customized to each customer's unique way of doing business.
Learn more about the wide range of implementation, optimization, and upgrade services that
accelerate and increase return on your Pivotal CRM investment, while reducing total cost of
ownership. Contact us at +1 877-748-6825 or accountmanagement@pivotal.com. Customers
outside of North America should send an e-mail to professionalservices@pivotal.com.
Take the Pivotal Step with the Latest Pivotal CRM Platform and Applications
Contact a Pivotal CRM representative today to learn more about how we can address your unique needs. Call +1 877-PIVOTAL (1-877-748-6825)
or visit us at www.pivotal.com.
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