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™ Suite
Profitable service teams don’t just solve problems.

2. Pivotal Service™
At the heart of the Pivotal Service suite is our core
desktop application, Pivotal Service, which automates the
capture, management and resolution of customer service
and support requests across multiple channels. The
functionality of Pivotal Service is extended by a number of
pre-integrated options, including:
Pivotal Contact Center™
Combines Sales, Marketing and Service into a single
interface, transforming call centers into next-generation
contact centers that support multi-channel customer
interactions via voice, e-mail, online chat, web
collaboration, fax, and more.
By managing customer interactions across all channels,
customer care organizations have the tools and
information they need to cost-effectively deliver
excellence in customer service.
Pivotal CRM’s 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 eService™
Extends service request management to the Internet.
Pivotal eService supports inbound e-mail management,
while providing a comprehensive, self-service website
with an online knowledgebase and FAQs. The system
enables customers to open and review incidents, escalate
incidents to service experts, or register products for future
service.
Pivotal Wireless™ for Service
Enables field service employees real-time access to critical
customer support information from wireless, hand held
devices such as web-enabled cell phones, personal digital
assistants (PDAs), and two-way pagers.
Pivotal Service Analytics™
With the ability to analyze customer service requests over
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.
Personalized Service
2 Pivotal CRM

3. 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 Choose
As alternative channels gain in popularity with customers,
catering to their preferences will be key to building
loyalty. Pivotal eService offers alternative customer
interaction channels, including web- and IVR-based self-
service, real-time web collaboration, and e-mail response.
Benefit: Increase customer satisfaction.
2. Increase ‘One & Done’ Interactions
Many customer interactions still take place through call
centers—which are necessary but costly. Pivotal Contact
Center transforms tactical call centers into strategic
contact centers by leveraging client data across the
organization. By delivering more personalized, ‘one &
done’ interactions at lower costs, your contact center can
decrease its cost of operation, as well as generate revenue.
Benefit: Decrease support costs.
3. Provide Field Service
Pivotal Wireless for Service increases efficiency, improving
your first-time fix rate. It facilitates immediate response to
incidents, increasing customer satisfaction. With access to
all customer data via wireless devices, Pivotal Wireless also
provides for up-sell opportunities right in the field.
Benefit: Increase field service efficiency.
Improving the Service Process
4. Unify all Service Channels
Pivotal Service coordinates all customer service
touchpoints—whether they originate from the Internet,
the call center, or the field. Deliver consistent, timely and
accurate responses to customer service inquiries. Manage
contracts, set and track service level agreements, resolve
problems, and define escalation procedures.
Benefit: Improve the quality of service.
5. Analyze Performance
Do you know who your most valuable customers are,
and how to treat them right? Or how much time your
agents average per call? Whether it’s quality of service,
agent performance or business goal achievement, Pivotal
Service Analytics can help you understand your support
costs, calculate ROI, and segment your customer base to
determine which customers require more support and
why.
Benefit: Understand support costs.
6. Improve your Offering
Act on customer feedback. Make decisions based on the
insight gained, and deploy an enhanced solution. Then,
show your customers how you’ve listened—inform them
of the enhancements. Pivotal Service creates a framework
that promotes feedback, and ensures that feedback has
meaningful impact.
Benefit: Close the customer service loop.
Pivotal CRM Pivotal Service™ Suite 3

4. Contact a Pivotal CRM representative today to learn more about how Pivotal CRM can address your unique CRM
integration needs. Call +1 877-PIVOTAL (+1 877-748-6825) or visit us at www.pivotal.com.
Measurable Service Results
© 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.
North America
Pivotal CRM
858 Beatty Street, Suite 600
Vancouver, B.C.
Canada V6B 1C1
+1 877-748-6825
info@pivotal.com
International
Pivotal CRM
Pioneer House
7 Rushmills, Northampton
United Kingdom NN4 7YB
+44 1 604 614131
info-intl@pivotal.com
Pivotal CRM’s results framework helps you decide on a strategic goal, and provides the tactical map to help you get
there. 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 literature
fulfillment requests. Generate revenue and track customer deployments using support contracts and product
registrations.
Decrease Costs – Provide web-based self-service that includes an online knowledgebase and FAQs. Automate service
request processing, escalation and resolution, and allow customers to track their service requests online, or escalate
their 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 train
your 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, web
collaboration, phone, and Voice Over IP (VoIP). Ensure all agents can work together to track and resolve customer
requests, 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 response
times based on contractual obligations. Automatically identify and escalate requests that might compromise service
levels. Alert agents to the preferences of most-valuable customers to ensure appropriate treatment.
Maximize First Contact Resolutions – A full-text, searchable knowledgebase ensures response consistency
and eliminates duplication of effort. Expand the knowledgebase with integration to back-end data sources and
applications, giving service representatives access to all the information they need to fulfill customer requests.