CDC Software Launches New Pivotal CRM Customer Service and Support Application
12/22/2011

CDC Software Corporation (NASDAQ: CDCS), a hybrid enterprise software provider of on-premise and cloud technologies, today announced the availability of its Pivotal CRM Customer Service and Support, a new service and support module developed on the innovative Pivotal 6 platform, which automates and manages customer service and support activities to help businesses deliver a consistent and positive customer experience.

Online PR News – 22-December-2011 – – CDC Software Corporation, a hybrid enterprise software provider of on-premise and cloud technologies, today announced the availability of its Pivotal CRM Customer Service and Support, a new service and support module developed on the innovative Pivotal 6 platform, which automates and manages customer service and support activities to help businesses deliver a consistent and positive customer experience.

The new Customer Service and Support module incorporates best practices and features configurable service tickets that can support simple or complex service situations, as well as internal or external help desk requirements. Service tickets can be automatically created from multiple sources including email or social media. Users can also view multiple working days calendars and service contracts that can help define the service level with customers, enabling work orders to be scheduled and managed for field service applications. The application features intuitive and fast research capabilities that allow service representatives to quickly and easily find similar tickets based on multiple criteria. Additionally, employees, with different roles or from other departments, can subscribe to automatic notifications of service tickets related to their accounts or products, or specific types of tickets, which can all be defined in an easy-to-use screen.

Additionally, the customer service and support module integrates with Pivotal Social CRM. This social media module integrates with Facebook, Google BlogSearch, InsideView, LinkedIn, and Twitter and enables enterprises to identify qualified leads more efficiently, gather sales intelligence through increased collaboration with customers, develop effective sales campaigns, help close more deals, and ultimately, improve customer service.

According to Mark Williams, CRM manager, Careerbuilder.com, “What makes CDC Pivotal CRM special is its flexibility. We can mold it to handle just about anything on our wish list. If our sales leaders need to change their process, I can confidently say that yes, our CRM solution can handle it and we can accomplish such changes in a short time frame. We’ve routinely taken advantage of the fast configuration available in Pivotal CRM to increase our competitive advantage, and I’m excited to see this flexibility continue with the new customer service and support module.”

Pivotal 6, built on the .Net Framework, is an agile business application development platform that optimizes the use of Microsoft tools and technologies and features a suite of modular applications. It provides task-based navigation, embedded Microsoft SharePoint Portals and Microsoft Office applications, easy customization, a smart client user interface, high-user adoption and a low total cost of ownership (TCO). With Microsoft SharePoint and Microsoft Visual Studio Form Designer embedded in Pivotal 6, the CRM system can become a hub for all business activities and collaborations, allowing users to complete much of their daily work without having to switch back and forth between multiple applications. With Microsoft Outlook embedded, data synchronization is seamless between the CRM system and Outlook inbox, and users can complete their calendaring, task, or e-mail activities in either application. Pivotal CRM also features easier customization, enhanced searching and reporting, ease of use, and the flexibility to conform to the unique business requirements of a business, all of which help increase user adoption and lead to overall higher worker productivity.

“CDC Software’s new Pivotal CRM Customer Service and Support solution can help businesses, with even the most complex and unique services processes, improve customer satisfaction by enabling them to accelerate incident resolution and deliver personalized and consistent service,” said Jason Rushforth, president of Front Office business for CDC Software. “This new solution, with our award-winning Pivotal 6 platform, provides users with superior performance, usability, flexibility, and advanced integration with Microsoft technologies that can ultimately help create customers for life.”

About Pivotal CRM

CDC Software’s Pivotal CRM is a flexible, powerful customer relationship management solution for organizations that want to use CRM strategically by modeling, enhancing and streamlining their unique sales, marketing, and customer service processes. Built with the user experience in mind, Pivotal CRM offers significant flexibility and customizability, enabling organizations to tailor the system precisely to their users’ needs. With a Microsoft-style interface and role- and task-based navigation, Pivotal CRM is an easy-to-use system that reduces the learning curve and helps increase user adoption. Pivotal CRM embeds Microsoft Outlook and SharePoint and tightly integrates with the Microsoft Office suite, bringing data to the user when and where they need it, for optimal efficiency.