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.
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.
About CDC Software
CDC Software (NASDAQ: CDCS), The Customer-Driven Company™, is a
hybrid enterprise software provider of on-premise and cloud
deployments. Leveraging a service-oriented architecture (SOA), CDC
Software offers multiple delivery options for their solutions
including on-premise, hosted, cloud-based Software as a Service
(SaaS) or blended-hybrid deployment offerings. CDC Software's
solutions include enterprise resource planning (ERP), manufacturing
operations management, enterprise manufacturing intelligence,
supply chain management (demand management, order management and
warehouse and transportation management), global trade management,
e-Commerce, human capital management, customer relationship
management (CRM), complaint management and aged care solutions.
CDC Software's recent acquisitions are part of its "integrate,
innovate and grow" strategy. Fueling the success of this strategy
is the company's global scalable business and technology
infrastructure featuring multiple complementary applications and
services, domain expertise in vertical markets, cost effective
product engineering centers in India and China, a highly
collaborative and fast product development process utilizing Agile
methodologies, and a worldwide network of direct sales and channel
operations. This strategy has helped CDC Software deliver
innovative and industry-specific solutions to approximately 10,000
customers worldwide within the manufacturing, distribution,
transportation, retail, government, real estate, financial
services, health care, and not-for-profit industries. For more
information, please visit www.cdcsoftware.com.
Cautionary Note Regarding Forward-Looking Statements
This press release includes "forward-looking statements" within
the meaning of the United States Private Securities Litigation
Reform Act of 1995, including statements relating to our beliefs
regarding Pivotal CRM and the Pivotal Customer Service and Support
sales module, including the features and benefits thereof, our
beliefs regarding our market and competitive position, and other
statements that are not historical fact, the achievement of which
involve risks, uncertainties and assumptions. These statements are
based on management's current expectations and are subject to risks
and uncertainties and changes in circumstances. There are important
factors that could cause actual results to differ materially from
those anticipated in the forward looking statements including,
among others: the continued ability of our products to address
industry and customer requirements; demand for and market
acceptance of new and existing solutions; the acceptance of our
products in new territories and geographies; the ability and
willingness of our partners to fulfill any obligations they may
have to us; and the development of new functionalities that would
allow customers to operate more effectively. Further information on
risks or other factors that could cause results to differ is
detailed in our filings or submissions with the United States
Securities and Exchange Commission, including our Annual Report on
Form 20-F for the year ended December 31, 2009, filed with the SEC
on June 1, 2010, and those of our ultimate parent company, CDC
Corporation, located at www.sec.gov. All forward-looking statements
included in this press release are based upon information available
to management as of the date of this press release, and you are
cautioned not to place undue reliance on any forward looking
statements which speak only as of the date of this press release.
Results may vary from customer to customer, based upon particular
facts and circumstances. Any website addresses provided herein for
parties other than the company or its subsidiaries or affiliates,
are not part of this press release and the contents such websites
are not incorporated herein or adopted in any way by the company.
The company assumes no obligation to update or alter the forward
looking statements whether as a result of new information, future
events or otherwise. Historical results are not indicative of
future results.
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