PivotalCRM - CRM for financial services

Pivotal CRM for Financial ServicesCRM That Fits Your Business

“We selected Pivotal CRM because it offers advanced functionality that can be configured for the way we want to do business. The

strengths of a Pivotal CRM solution became obvious after we evaluated other providers—both enterprise- and industry-specific.

The flexibility of Pivotal CRM will allow us to deliver a solution faster while maintaining our focus on business objectives.

Ultimately, the system will enable us to provide world-class customer service, expand our products and services, and identify sales opportunities and target markets for the products we offer.

” Jim Robinson, Executive Vice President, Farm Bureau Insurance of Michigan

Pivotal CRM for Financial Services 3

The financial services industry is replete with complex processes and even more complex webs of relationships. Accordingly, financial services firms across the industry face mounting challenges in terms of collaboration, coordination, and relationship management. Institutional and mutual fund wholesaling firms need to keep track of vast networks of brokers and consultants and identify top sources of profitability. Capital markets firms need to manage complicated deals and synchronize activities with large numbers of team members and stakeholders; they also need better ways to match research and information with interested clients to keep trade volume high. Private banks need to meet rising client expectations while keeping costs in check. Commercial banks need to prevent their clients from pursuing alternative sources of funding. And across the industry, regulatory compliance has become a source of anxiety—and a drain on resources.

Two related traits are shared by all of these lines of business: an imperative to improve competitive differentiation and a high dependency on client relationships. Whether the “client” in question is a business, an institutional investor, a broker-dealer, or a high-net-worth individual, financial services firms must build and maintain strong relationships with them to thrive in the marketplace. Without solid relationships, the increasing commoditization of financial services offerings makes it incredibly difficult to retain a stable client base. As such, financial services firms are looking at strategies for improving customer satisfaction and maximizing the total lifetime value of their clients. Such an approach requires realignment toward client-centric organizational goals. It requires a commitment to delivering outstanding client service, to maintaining a lifelong relationship with clients, and to creating a seamless, branded, and finely tuned client experience that creates competitive differentiation.

To support new client-centric business strategies, financial services firms are turning to customer relationship management to become more competitive in selling, marketing, and providing service to their clients. With

CRM That Fits Your Business

With increasing commoditization across the industry, financial services firms are struggling to attract new clients and retain existing ones without placing constant downward pressure on revenue margins. Forward-thinking financial services firms are looking to strategic technologies such as customer relationship management (CRM) to help them differentiate their offerings and realize the business efficiencies required to continue to grow revenues in a competitive commodity market.

discrete industry-tailored CRM offerings for institutional asset management, mutual fund wholesaling, capital markets, private banking, and commercial banking, Pivotal CRM for Financial Services puts critical relationships at the core of organizational strategy in a way that fits the business processes of financial services firms. It offers comprehensive, integrated capabilities that increase insight into operational performance, streamline processes across the value chain, and improve responsiveness to client demands, helping financial services firms build relationship capital.

Firms in the financial services industry are experiencing new pressures to increase efficiencies and improve client relationships:

• Respondingtoincreasedcommoditizationand downward pressure on margins

• Competingwithanever-increasingvariety of alternative investment vehicles and financing options

• Integratingtheirsystemsandoperationsenterprise-wide

• Meetingtheevolvingcompliancedemands of regulators

In response, they are adopting new strategies to sustain revenue growth and achieve higher levels of client satisfaction:

• Shiftingtowardaclient-centricbusinessmodel to leverage the lifetime value of clients

• Gaininggreaterinsightintoclientvalue,preferences, and behaviors

• Automatingtime-consumingtasksandleveraging productivity tools for increased collaboration

• Creatingahighlyresponsiveandagilebusiness through enabling technologies

4 Pivotal CRM for Financial Services

Pivotal CRM is a leading customer relationship management software suite from CDC Software, The Customer-Driven Company.™ Pivotal CRM is the only CRM suite offering rich financial services functionality, a full enterprise application suite, and best-in-class customization abilities, all with a low total cost of ownership. Through our experiences with more than 1,800 customers in over 35 countries, we’ve learned how to help companies craft and implement a CRM strategy that gets real, measurable results. We understand the specific needs of diverse financial services business lines, and we deliver CRM that fits the needs of financial firms today—while offering unparalelled flexibility to help them seize the emerging business opportunities of tomorrow with fast, cost-effective adaptability.

A leader in CRM for the financial services industry, Pivotal CRM has worked with institutional and mutual fund wholesaling firms, private and commercial banks, and capital markets firms to develop enterprise solutions that fit the unique requirements of their lines of business, right out of the box, while also offering the flexibility to customize to individual companies’ needs. Our team boasts unrivaled domain expertise and experience, and we’re committed to helping you succeed.

By choosing Pivotal CRM, financial services firms are assured of solutions that:

• Fit specific industry and business processes: Pivotal CRM offers a full range of software solutions that deliver built-in best practices specific to the most pressing challenges faced by institutional and mutual fund wholesalers, capital markets firms, private banks, and commercial banks. Our suite of industry-tailored

A Partner You Can Trust

“Pivotal CRM serves its key verticals—financial services and insurance (FSI)—with a range of microvertical solutions, including private banking, asset management,

investment banking, and healthcare insurance. Firms can jump-start deployments by starting with one of these preconfigured solutions and then make it their own through Pivotal CRM’s strong customization tool kit. To comply with FSI firms’ strong need for

security, Pivotal CRM has best-in-class roles and access rights control, including support for field-level security.

”Liz Herbert, Forrester

“Midmarket Sales Force Automation Scorecard Summary: Pivotal,” November 22, 2005

applications is designed to make all client-facing departments within financial services firms work in unison to attract, win, and retain profitable relationships. The result is less customization and integration, leading to lower implementation costs.

• Fit unique client strategies and imperatives: Pivotal CRM is the industry’s most flexible, scalable, easy-to-customize CRM platform. Built on the Microsoft® .NET Framework, Pivotal CRM is easy to modify, integrate, deploy, and maintain. The industry-leading Pivotal CRM customization toolkit provides the ability to cost-effectively adjust processes, enabling financial services firms to capitalize on unique business processes to reinforce competitive advantage. The flexible development platform even allows firms to build out additional integrated features and applications, faster and more cost-effectively than custom development.

• Fit each company’s timeline, budget, and expectations: Our commitment to providing CRM extends far beyond our product offerings. We offer a continuum of services designed to help financial services firms implement, maintain, use, and support Pivotal CRM at a pace that produces reliable results at a lower total cost of ownership.

In addition to helping you put your client relationships at the center of your operations, Pivotal’s CRM suite provides powerful productivity tools that produce measurable business benefits in terms of process efficiency, employee collaboration, data accuracy, sales effectiveness, streamlined communications, cost-effective marketing, and much more.


Pivotal CRM for Financial Services offers industry-specific solutions that enable institutional and mutual fund wholesaling firms, capital markets firms, private banks, and commercial banks to better manage information and relationships throughout the client lifecycle and across the enterprise. Designed from our experience working with financial services industry leaders, Pivotal CRM solutions provide functionality that reflects the business processes and data models used by the industry, right out of the box, offering a superior business fit. Seamless out-of-the-box integration with Microsoft Office, Outlook, and SharePoint gives users unprecedented usability and one-stop access to all their favorite tools, making Pivotal CRM the hub of their daily activity, and role-based navigation streamlines the user experience for optimal user-friendliness. Built on the highly flexible Pivotal enterprise CRM platform, Pivotal CRM solutions can also be easily tailored and customized to meet individual companies’ business requirements—and quickly adapted to evolving needs.

Pivotal CRM for Financial Services includes a suite of discrete CRM products designed to help financial services business lines:

• Pivotal CRM for Institutional Asset Management & Pivotal CRM for Mutual Fund Wholesaling: Enable asset managers to identify top sources of profitability and navigate complex networks of brokers and influencers to inform more strategic business decisions.

Integrated, Comprehensive, and Highly Targeted to the Needs of Financial Services Businesses

• Pivotal CRM for Capital Markets: Helps investment bankers manage deals more smoothly and enables sales, trading, and research to reach clients faster with more relevant information.

• Pivotal CRM for Private Banking: Allows private banks to deliver exceptional personalized service to high-net-worth clients and monitor cost-versus-value as well as sophisticated household and account influence dynamics.

• Pivotal CRM for Commercial Banking: Empowers commercial banks to gain greater insight into their clients’ business pains to identify new opportunities and better meet their needs.

With a comprehensive suite of solutions for asset management, capital markets, private banking, and commercial banking, as well as a proven commitment to the financial services sector, only Pivotal CRM offers the depth of functionality, domain expertise, and flexibility financial services companies need to gain a competitive edge in the market. Adaptable to the needs of individual firms, Pivotal CRM for Financial Services solutions can be implemented individually or in combination to meet the needs of firms serving multiple lines of business. The union of industry-tailored and custom components, along with the inherent flexibility of the Pivotal CRM platform, enables financial services firms to obtain a custom system without the high cost of in-house development.

“Using the Pivotal CRM solution, our senior financial advisors have increased quarter over quarter sales revenue by almost 20 percent. Management effectiveness has

increased. Now that we have a single unified system, we can ask members how they want to be served. Do they want Internet banking, but prefer a face-to-face discussion about loans? We can use the answers to direct our resources where the members want them.

”Fred Cook, CIO, North Shore Credit Union

“Firms can cut their implementation length—and budget—by finding an industry-specific edition that comes preconfigured with objects, fields, and reports that they

would have to customize in a generic product.” Liz Herbert, Forrester

“The Forrester Wave™: Midmarket Sales Force Automation, Q4 2005,” November 22, 2005

“The asset management business is entering a new era, and those who want to compete will need to

better manage client, broker, and consultant data. CRM is not a client imperative, risk/compliance

requirement, or efficiency initiative: It’s all three.”

TowerGroup


With increased competition from a growing spectrum of alternative investments, expanding and evolving regulatory demands, and rising client expectations, asset managers face a variety of challenges in an already complex business. To meet these demands, asset management firms must effectively foster the relationships that form the bedrock of their business—relationships with consultants, influencers, broker-dealers, prospects, and clients. To help them achieve this, Pivotal CRM offers two industry-specific solutions: Pivotal CRM for Institutional Asset Management and Pivotal CRM for Mutual Fund Wholesaling.

Gain new clarity through consolidated, accessible information Centralize information to save time and increase accuracy, while gaining deeper client insight. Pivotal CRM for Institutional Asset Management and Pivotal CRM for Mutual Fund Wholesaling form a centralized, consolidated repository of all a firm’s client, consultant, broker-dealer, opportunity, competitor, and product information, breaking down “data silos.” Any authorized employee can get an instant, 360-degree picture of the parties with whom they interact—whether they are clients, prospects, consultants, brokers, or organizations—empowering them to provide informed, personalized service and ensuring that all who interact with the firm receive consistent, knowledgeable, high-quality service, no matter whom they speak to. A RIM® BlackBerry®-resident application extends this capability to mobile workers.

Streamline processes to dramatically improve productivityWork faster—and smarter—by streamlining and automating processes, freeing up more time for higher-value activities. Pivotal CRM for Institutional Asset Management and Pivotal CRM for Mutual Fund

Wholesaling save asset managers hours of repetitive work every day with built-in workflows that increase efficiency and reduce training costs. Data-driven workflows can improve collaboration by coordinating the numerous steps and stakeholders involved in critical processes, including account setup and the RFP response process. In-house policies and regulatory guidelines can also be built into the system for automatic compliance.

Structure the sales process for consistent results Implement proven sales methodologies across the organization to ensure systematic adherence to best practices. Pivotal CRM for Institutional Asset Management and Pivotal CRM for Mutual Fund Wholesaling support structured sales processes, allowing asset management firms to consistently implement the sales processes that have proven most effective. Modeling the success of the most productive sales professionals maximizes revenue and improves the efficiency of the entire client lifecycle.

Identify and understand top sources of profitabilityKnow who makes you money—and who costs you. Pivotal CRM for Institutional Asset Management and Pivotal CRM for Mutual Fund Wholesaling enable asset managers to analyze where the deals are coming from: which consultants or other influencers, or which broker-dealers, are contributing most to the firm’s bottom line. Furthermore, firms can measure the expenses associated with forging and maintaining these relationships against related revenues, getting a true sense of profitability. Information rolled up at the broker/consultant, branch, and firm level allows users to examine the big picture—or drill down to find greater detail.

Asset ManagementCapitalize on Superior Client Relationships

“Asset management firms that have chosen vertical applications over horizontal applications are achieving lower implementation costs and higher user adoption. The

more asset-management-specific functionality available right out of the box, the easier the implementation, the less customization required, and the higher the chance of success.

”

TowerGroup


Relationships are critical to cultivating new business and retaining existing clients for capital markets firms. Ensuring consistency and optimizing productivity can be real challenges for investment banks, which face collaboration challenges due to the complex network of internal and external parties involved in deals. On the equity sales, trading, and research side of capital markets firms, speed and depth of client knowledge are critical to increasing trade volume and leveraging research. A complete end-to-end relationship management system, Pivotal CRM for Capital Markets is the only enterprise-class CRM system tailored to meet the needs of both sides of capital markets firms.

Effectively manage deals, opportunities, and relationshipsEnsure no opportunity or relationship slips through the cracks by performing better, more thorough information management. Pivotal CRM for Capital Markets enables investment bankers to maintain a comprehensive working-group list and share data on IPOs, M&As, and other deals between members for more effective collaboration. Road-show scheduling helps streamline execution. And relationship-management tools for scheduling calls and other nurturing activities ensure that important relationships are well maintained. A RIM® BlackBerry®-resident application empowers users to access key information and features anytime, anywhere.

Execute more trades and distribute research more efficientlyMatch clients and information faster and with more precision. Pivotal CRM for Capital Markets combines comprehensive information about institutional-client holdings and interests with automatic notification of hot leads and new research, allowing sales and trading to quickly and easily pair up clients and information, leading to increased trade volume. Embedding structured custom workflows into the application ensures a consistent institutional-client experience and adherence to best

practices. Streamlined automatic and ad-hoc distribution of analyst research increases value to clients and improves collaboration between the research and sales and trading teams.

Understand intricate webs of relationships to uncover new opportunitiesTrack and model multi-dimensional relationships in an easy-to-understand manner. Pivotal CRM for Capital Markets gives investment-bank personnel instant, at-a-glance insight into the complex network of stakeholders and relationships—owners, executives, shareholders, boards of directors, consultants, lawyers, and more—involved in a firm, deal, or syndicate. This can furnish the information needed to capitalize on individual personal relationships on a firm-wide level, providing the route into new opportunities and syndicates and offering the connections needed to help close deals smoothly.

Address compliance demands and ethical considerations Leverage technology to ease compliance pressures and ensure ethical practices. Fully integrated with Microsoft® Office, Pivotal CRM for Capital Markets makes it easy to record and store all client interaction and related documentation directly within the client profile, creating a valuable audit trail. Furthermore, Pivotal CRM for Capital Markets is designed with a built-in “ethical wall,” ensuring appropriate division between corporate finance and sales/trading and research.

Capital MarketsCollaborate More Profitably

• Improvecollaborationwithautomatedworkflows for managing deals and other complex processes

• Developacompetitiveedgewithfasterdeliveryof time-sensitive research and information

• Maintaininformationintegritywithabuilt-in“ethical wall”


The private banking industry faces complex challenges, from increased competition, investor skepticism, and deregulation to globalization and consolidation in the marketplace. Pivotal CRM for Private Banking enables wealth managers to address these challenges with ease by helping them streamline operations, gain greater insight into the cost and value of client service, and deliver an outstanding client experience that cultivates a loyal client base.

Track and understand client value and profitabilityKnow exactly what each client is worth to your business. Pivotal CRM for Private Banking gives private banks comprehensive client profiles that enable them to gain instant insight into the value of their clients—including both their direct value and their influence on other accounts, through sophisticated household tracking. Likewise, Pivotal CRM helps private banks track the cost of serving their clients, giving insight that can help them cut costs strategically.

Improve relationships with high-net-worth clientsRetain your firm’s most valuable clients by deepening their ties to the firm. High-net-worth clients demand more from their financial institutions, and Pivotal CRM for Private Banking helps users exceed expectations. By planning out consistent contact schedules, coordinating account-service activities, and delivering the account transparency and personalized service high-net-worth clients require, private banks can increase client satisfaction and loyalty.

Manage book of business efficientlyWork more effectively using a one-stop dashboard. The launching pad for Pivotal CRM for Private Banking is the fully personalized Pivotal SmartPortal, which the user can configure to show pending activities, account status, top contact information, value rankings, third-party data feeds, and more. This brings the tools and information users need to increase productivity and organization together in a single screen for one-click access, enabling wealth managers to effectively manage leads, referrals, and opportunities for better results.

Increase cross-selling and up-selling opportunities Empower wealth managers with the information they need to seize additional selling opportunities. Pivotal CRM for Private Banking gives users a 360-degree view of client accounts, with critical information such as assets and liabilities, share of wallet, net worth, and demographic information, giving them better insight into potential up-selling and cross-selling prospects. In addition, automatic cross-selling prompts ensure opportunities are consistently pursued, and information about competing products helps users sell more strategically.

Private BankingProvide a High-net-worth Client Experience

“Our CRM strategy will allow us to make better use of the critical member information that is flowing through our business everyday. We are very excited to be working

with Pivotal CRM. No other CRM provider offered out-of-the box financial services CRM functionality as well as the flexibility to further tailor the system to

closely match our member service processes.”

Eric Acree, Executive Vice President, Vantage Credit Union

• Leveragerelationshipsmoreeffectivelywithinsight into households and client influence

• Improvecollaborationwithautomatedworkflows for managing account setup and other complex processes

• Developacompetitiveedgewithmorepersonalized service


In today’s business environment, commercial banks face increasing competition from new players, including global banks and alternative sources of funds. In response, they need to work harder to ensure that their clients feel valued and receive high-quality service that promotes client loyalty. Pivotal CRM for Commercial Banking provides the foundation and tools commercial banks need to implement processes that maximize opportunities and to craft a client experience that differentiates them from competitors.

Profit from a holistic view of the clientUnderstand your clients better with a comprehensive repository of client information, shared across the enterprise. Pivotal CRM for Commercial Banking makes all client data, including account value and service details, centrally available to all authorized employees, ensuring that no matter who responds to client inquiries or what channel is used, clients receive consistent, informed service. Deeper client knowledge leads to better insight into new opportunities—understanding your client’s business pains and historical patterns can help uncover openings for cross-selling and up-selling.

Develop and retain corporate knowledgeEnsure valuable information and relationships accrue to the firm, not just the employee. Pivotal CRM for Commercial Banking helps companies build up a centralized, shared repository of client intelligence that can be leveraged across the enterprise. When a relationship manager leaves the firm, this valuable information remains a corporate asset, ensuring consistent service and protecting the firm’s investment in building important client relationships.

Become proactive in relationship managementTake the guesswork out of relationship-building by planning out an entire year of client communication and contact strategically. Pivotal CRM for Commercial Banking enables users to map out client relationship touch-points to ensure regular, coordinated interaction. Furthermore,

using Pivotal CRM to track and understand market, competitor, client, and sales trends encourages more proactive account management, as well as more informed decision-making.

Manage opportunities for optimum productivityClose more business by tracking and managing opportunities in the CRM system. Pivotal CRM for Commercial Banking centralizes and streamlines the management of business opportunities, delivering superior results and increasing productivity. Opportunities for internal commercial banking affiliates, and as Cash Management, can be easily identified, increasing referrals. Opportunities can be assigned to individuals or groups, as can activities and next steps. Automated workflows facilitate group collaboration across departments and lines of business, helping progress opportunities more quickly, shortening the sales cycle. Meanwhile, comprehensive information regarding opportunity value and probability to close is easily accessible to managers, allowing for more precise forecasting.

Commercial BankingLeverage Client Insight

• Uncovernewopportunitiesusingdeeperinsightinto client needs and behaviors

• Reducesalescyclesandincreaseconversion rates by working collaboratively using automated workflows

• Ensurethatclientrelationshipssurviveemployeedeparture by centralizing client information


“You hear a lot of talk about ROI and determining the value of CRM. There’s no question in our minds that it is successful. But here’s how I look at it: our CRM

system is really the nerve center of our customer-facing business, and you can see for yourself that our numbers exceed those in our industry… Pivotal CRM is the

cornerstone to the success of our CRM strategy.”

JimGreufe,VicePresident,FarmCreditServicesofAmerica

Contact a Pivotal CRM representative today to learn more about how Pivotal CRM can address your unique needs. Call +1 877-PIVOTAL (+1 877-748-6825) or visit us at www.pivotal.com/financialservices.

Pivotal CRM for Financial ServicesBuild Relationship Capital

© 2010 Pivotal CRM. All rights reserved. Pivotal CRM and the Pivotal CRM logo are trademarks and/or registered trademarks ofPivotal CRM. All other marks referenced are marks of their respective companies.

North AmericaPivotal CRM

Suite800–GuinnessTower 1055 West Hastings Street

Vancouver, BC V6E 2E9+1 877-748-6825

[email protected]

InternationalPivotal CRM

Pioneer House 7 Rushmills, Northampton United Kingdom NN4 7YB

+44 (0) 1604 [email protected]

As the only comprehensive, enterprise-class CRM solutions designed specifically to meet the needs of individual lines of business within the financial services industry, Pivotal CRM for Financial Services offers superior choices for institutional asset management firms, mutual fund wholesaling firms, capital markets firms, private banks, and commercial banks. With distinct but complementary offerings for each of these lines of business, Pivotal CRM is unrivalled in its ability to meet the needs of financial services firms looking to increase operational efficiency, improve collaboration, and gain competitive advantage.

By giving financial services firms a 360-degree view of their clients, Pivotal CRM for Financial Services enables

them to achieve insight into client preferences and behaviors that can inform and refine their entire business strategy. It helps firms precisely manage a consistent and personalized client experience that builds lasting, profitable relationships.

Smart financial services firms are taking immediate action to implement systems and processes that will help them create and sustain a competitive edge regardless of market conditions. With Pivotal CRM, financial services firms can maximize client satisfaction as they derive economic value from every client touch-point, increasing client loyalty by building relationship capital.

PivotalCRM - CRM for financial services

Technology

financial services industry

client relationships

financial stakeholders

financial servicescrm

pivotal crm solution

flexibility of pivotal

matchservices firms

trustpivotal crm