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| index \\ CRM for Financial and Insurance Markets \\ CDC Software Pivotal CRM for Financial Services \\ Ideal Customer Profile | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
  Ideal Customer Profile | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Pivotal CRM for Financial Services Rating displays the level of support for functionality and services provided by Pivotal CRM for Financial Services by CDC Software. |
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Average Competitor Rating displays the average level of support for functionality and services provided by all of the vendors within TECs knowledge base. |
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Competitor with the Lowest Rating is a real product or service solution. It indicates the overall lowest level of support for functionality or services (based on TECs model of CRM for Financial and Insurance Markets solutions). |
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Competitor with the Highest Rating is a real product or service solution. It indicates the overall highest level of support for functionality or services (based on TECs model of CRM for Financial and Insurance Markets solutions). |
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| INSURANCE AND INVESTMENT Includes:Securities; Insurance; Agency Management; Data Standard; | 162 | 101 | 0 | 61 | 84.44 | 16 | 118 | 28 | 11.6 | 101 | 0 | 61 | 84.44 |
| MARKETING AUTOMATION Includes:Campaign Optimization; Database Connectivity; Customer Profiling; Marketing Embedded Reporting; Marketing Strategy; | 99 | 79 | 9 | 11 | 85.86 | 48 | 3 | 48 | 50.61 | 79 | 9 | 11 | 85.86 |
| SALES FORCE AUTOMATION (SFA) Includes:Core Functionality; Sales Strategy; Account Configuration Manager; Insurance and Investment Contact Management; General features for contact manager; Pipeline Manager; and other | 331 | 273 | 0 | 58 | 90.57 | 86 | 0 | 245 | 26.62 | 273 | 0 | 58 | 90.57 |
| ANALYTICS AND REPORTING Includes:Clickstream Analysis; Application-Centered Data Warehouse; Mobile Options; Synchronization Technology; Options; | 62 | 28 | 23 | 11 | 52.26 | 12 | 35 | 15 | 20.32 | 28 | 23 | 11 | 52.26 |
| CALL CENTER AND CUSTOMER SERVICE Includes:Call center; Call Center Integration; Call Tracking; Customer Service & Support; | 408 | 274 | 9 | 125 | 81.96 | 17 | 14 | 377 | 4.17 | 274 | 9 | 125 | 81.96 |
| PROFESSIONAL SERVICES AUTOMATION (PSA) Includes:Project forecasting; Proposal management; Quotations and sales management tools; Planning and deployments; Customer management; Resource management; and other | 17 | 0 | 0 | 17 | 40 | 0 | 0 | 17 | 0 | 0 | 0 | 17 | 40 |
| E-CRM Includes:Web Services; e-Sales; e-Service; e-Marketing; e-Catalog; e-Collaboration; and other | 131 | 81 | 18 | 32 | 75.11 | 0 | 0 | 131 | 0 | 81 | 18 | 32 | 75.11 |
| E-MAIL RESPONSE MANAGEMENT Includes:E-Mail Routing and Categorizing; Intelligent E-mail Handling; Tiered Servicing; E-Mail and Web Integration; Outbound E-Mail Communication; E-Mail Case Management Integration; and other | 31 | 15 | 4 | 12 | 69.03 | 0 | 0 | 31 | 0 | 15 | 4 | 12 | 69.03 |
| INDUSTRY VERTICAL MODULE AVAILABILITY Includes:Financial Institutions; Insurance; Professional services; | 14 | 7 | 0 | 7 | 85 | 5 | 6 | 3 | 35.71 | 7 | 0 | 7 | 85 |
| PRODUCT TECHNOLOGY Includes:Workflow Automation; Synchronization and Replication; Implementation and Training; Technical Fit; Technical support; | 351 | 252 | 37 | 62 | 81.62 | 7 | 0 | 344 | 1.99 | 252 | 37 | 62 | 81.62 |
Insurance and Investment
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
This set of functionality pertains to security, insurance, agency management, and data standards within the insurance and investment fields.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| SECURITIES Includes:Investment Tracking; Data Source Interface; | 53 | 32 | 0 | 21 | 85.85 | 15 | 28 | 10 | 33.58 | 32 | 0 | 21 | 85.85 |
| INSURANCE Includes:Policy Tracking; Pending Case Management; Group Benefits; | 65 | 42 | 0 | 23 | 85.23 | 1 | 55 | 9 | 1.54 | 42 | 0 | 23 | 85.23 |
| AGENCY MANAGEMENT Includes:Agent Tracking; Recruit Tracking; Insurance-Specific Commission Tracking; | 42 | 27 | 0 | 15 | 83.57 | 0 | 34 | 8 | 0 | 27 | 0 | 15 | 83.57 |
| DATA STANDARD Includes:XMLife; TxLife; | 2 | 0 | 0 | 2 | 40 | 0 | 1 | 1 | 0 | 0 | 0 | 2 | 40 |
Marketing Automation
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
Marketing automation creates a beneficial bind between service and sales organizations. The software should be able to deliver on a range of goals in multiple environments (such as business-to-business and business-to-consumer). Often, the software is expected to be able to identify market segments and target them in as many ways as possible. Marketing automation software should be able to identify customer prospects by name, location, and buying habits. In addition, it must have appropriate analytical components to support reporting and prediction of customer behavior so that it can improve future campaigns.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| CAMPAIGN OPTIMIZATION Includes:Campaign Management; Campaign Planning; | 30 | 27 | 0 | 3 | 94.67 | 16 | 0 | 14 | 55.67 | 27 | 0 | 3 | 94.67 |
| DATABASE CONNECTIVITY Includes:Single data repository; Multiple Distributed Databases; | 14 | 6 | 5 | 3 | 52.86 | 6 | 0 | 8 | 42.86 | 6 | 5 | 3 | 52.86 |
| CUSTOMER PROFILING Includes:User Analysis; System Response Analysis; Market Segmentation; Customer Targeting; | 16 | 9 | 3 | 4 | 73.75 | 2 | 0 | 14 | 12.5 | 9 | 3 | 4 | 73.75 |
| MARKETING EMBEDDED REPORTING Includes:Customer reports; Support for a variety of destinations; Security; | 14 | 12 | 1 | 1 | 88.57 | 7 | 0 | 7 | 57.14 | 12 | 1 | 1 | 88.57 |
| MARKETING STRATEGY Includes:Create Tactical Marketing Plan; Targeting and Segmenting Manager; One-to-One Marketing; | 25 | 25 | 0 | 0 | 100 | 17 | 3 | 5 | 69.6 | 25 | 0 | 0 | 100 |
Sales Force Automation (SFA)
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
Sales cycle automation links your outside sales, inside sales, technical support, management, and service and customer care. The goal is to increase communication and hence efficiency between sales and support teams.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| CORE FUNCTIONALITY Includes:Calendar and scheduler; Contact management; Inquiry management; Quotation management; Pipeline management; Management of specific sales opportunities; and other | 30 | 29 | 0 | 1 | 98 | 16 | 0 | 14 | 58 | 29 | 0 | 1 | 98 |
| SALES STRATEGY Includes:Tools for creating and implementing sales strategies for market and channel management; Best account coverage and penetration statistics for profitable sales; Sales assisting tool for best practices; | 3 | 3 | 0 | 0 | 100 | 0 | 0 | 3 | 0 | 3 | 0 | 0 | 100 |
| ACCOUNT CONFIGURATION MANAGER Includes:Loyalty program management; Establish gift service; Assign a unique customer identifier linked to one-to-many points; Assign and maintain unique foreign account identifiers linked to one-to-many points; Assign and maintain unique telephone numbers linked to one-to-many points; Assign and maintain unique IP address identifiers linked to one-to-many points; and other | 24 | 19 | 0 | 5 | 91.25 | 11 | 0 | 13 | 45.83 | 19 | 0 | 5 | 91.25 |
| INSURANCE AND INVESTMENT CONTACT MANAGEMENT Includes:Display all contacts belonging to a single household on one screen; Household search capability; Add households from a search window; Add unlimited households; Display policy information based on a household's aggregate financial data (total assets and liabilities); Activity list--household information detail; and other | 13 | 13 | 0 | 0 | 100 | 2 | 0 | 11 | 15.38 | 13 | 0 | 0 | 100 |
| GENERAL FEATURES FOR CONTACT MANAGER Includes:Multi-channel interaction manager; Supports customer appointment scheduling using activity and calendar functions; Supports receiving automatic notifications; Records and views a complete history of all customer interaction, including faxes, e-mails, and calls; Ensure accurate customer information through mandatory fields and duplicate record checking; Create and save custom views and workspaces; and other | 8 | 8 | 0 | 0 | 100 | 7 | 0 | 1 | 87.5 | 8 | 0 | 0 | 100 |
| PIPELINE MANAGER Includes:Create, modify, and view customer opportunities; View the pipeline in dollar terms; Create and view action plans; Graphical, pipeline examination method; New business analysis; Sales pipeline analysis; and other | 15 | 15 | 0 | 0 | 100 | 7 | 0 | 8 | 51.33 | 15 | 0 | 0 | 100 |
| LEAD MANAGER Includes:Categorize and manage leads by a standard scoring criteria; Categorize and manage leads by customer ranking; Categorize and manage leads by a corporate standard for scoring; Categorize and manage leads by potential dollar value; Lead qualification based on customer defined criteria; Mobile users; and other | 12 | 12 | 0 | 0 | 100 | 6 | 0 | 6 | 50 | 12 | 0 | 0 | 100 |
| LEAD TRACKING AND DISTRIBUTION Includes:Import leads through CSV or XML files, or through home office back-end mass data loaders; Distribute leads to advisors based on management-defined criteria, dispatch rules, and assignment rules; Campaign-specific dispatch and assignment rules; Multiple media and special events associated with marketing campaigns; Track leads by campaigns, media, and special events; Data-cleaning center; and other | 21 | 19 | 0 | 2 | 95.71 | 0 | 0 | 21 | 0 | 19 | 0 | 2 | 95.71 |
| ACTIVITY MANAGER Includes:To do list; Delegate actions to others; Integrate rule-based, workflow process activities; Manage the scheduling process to return multiple due dates for various combinations of products; Diary function that synchronizes with Microsoft Outlook; Allow scheduling of both sales staff and customer appointments and availability; and other | 9 | 9 | 0 | 0 | 100 | 0 | 0 | 9 | 0 | 9 | 0 | 0 | 100 |
| SALES FORECASTS Includes:Revenue forecasts from quotations; Revenue forecasts from orders; Revenue forecasts from leads information; Revenue forecasts from pipeline information; Revenue forecasts from opportunity information; Milestone tracking; and other | 12 | 12 | 0 | 0 | 100 | 0 | 0 | 12 | 0 | 12 | 0 | 0 | 100 |
| MULTIMEDIA ENCYCLOPEDIA Includes:Competitive Intelligence; Search Capabilities; Encyclopedia Functions; | 9 | 5 | 0 | 4 | 73.33 | 2 | 0 | 7 | 22.22 | 5 | 0 | 4 | 73.33 |
| SERVICE AND SALES SUPPORT MANAGEMENT Includes:Centralization; Supported Communication Methods; | 10 | 10 | 0 | 0 | 100 | 7 | 0 | 3 | 70 | 10 | 0 | 0 | 100 |
| DESIGN CUSTOMER SOLUTION Includes:Sale Negotiation; Setup Relationship and Profile; Order Management; Activation and Sales Fulfillment; | 75 | 36 | 0 | 39 | 70.8 | 7 | 0 | 68 | 9.33 | 36 | 0 | 39 | 70.8 |
| QUOTE MANAGEMENT Includes:Add description; Define the status; Define the type; Define the job number; Define the contact; Allow price quotation at bid creation; and other | 19 | 16 | 0 | 3 | 95.26 | 0 | 0 | 19 | 0 | 16 | 0 | 3 | 95.26 |
| TEAM SELLING Includes:Expertise required for specific parts of the sales cycle; Team-selling resources can be organized based on individual positions involved in the sales cycle; | 2 | 2 | 0 | 0 | 100 | 0 | 0 | 2 | 0 | 2 | 0 | 0 | 100 |
| SALES PROCESS SCRIPTING Includes:Provides a method for efficiently terminating the pre-qualification process; Provides a method for pre-qualifying sales; Provides a method for passing pre-qualified sales targets to the pipeline; | 3 | 3 | 0 | 0 | 100 | 0 | 0 | 3 | 0 | 3 | 0 | 0 | 100 |
| SALES TERRITORY AND BOUNDARY MANAGEMENT Includes:Manage by opportunities; Manage by leads; Manage by pipeline; Manage by combination of inputs; Automatic routing leads to territories; Rules assignment; and other | 7 | 7 | 0 | 0 | 100 | 0 | 0 | 7 | 0 | 7 | 0 | 0 | 100 |
| EMBEDDED REPORTING Includes:Sales Process Reports; Sales Revenue Reports; Reports Based on Geographical Regions; | 59 | 55 | 0 | 4 | 95.93 | 21 | 0 | 38 | 35.59 | 55 | 0 | 4 | 95.93 |
Analytics and Reporting
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
Analytics applications use complex rules-based techniques, neural networks, pattern recognition and other profile settings within peer groups to identify certain transactions and set thresholds for what is considered "normal" shopping behavior.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| CLICKSTREAM ANALYSIS Includes:Predictive modeling; Text mining capabilities; Call data; Mail-order addresses; Sales histories; POS data; and other | 36 | 13 | 16 | 7 | 43.89 | 7 | 22 | 7 | 20.56 | 13 | 16 | 7 | 43.89 |
| APPLICATION-CENTERED DATA WAREHOUSE Includes:Extract, transfer, and Load (ETL) engine; Extractor for back office applications; Real-time and batch execution; | 3 | 0 | 0 | 3 | 40 | 0 | 2 | 1 | 0 | 0 | 0 | 3 | 40 |
| MOBILE OPTIONS Includes:Accessible through mobile phones (WAP, WML, voice); Accessible through PDA's (personal digital assistants such as Palm or WinCE devices); Alerts through pagers; Online and offline access; Multi-mode access and delivery (e.g., access via voice, deliver on wireless); | 5 | 3 | 1 | 1 | 68 | 1 | 0 | 4 | 20 | 3 | 1 | 1 | 68 |
| SYNCHRONIZATION TECHNOLOGY Includes:Require the user to maintain a data link to the central database; Methodology to ensure data accuracy; Use data compression techniques to improve download times; Remote synchronization via analog modem links; Remote synchronization via wireless communications; Remote synchronization via T1 lines; and other | 6 | 5 | 1 | 0 | 83.33 | 4 | 0 | 2 | 70 | 5 | 1 | 0 | 83.33 |
| OPTIONS Includes:Marketing analytics; Sales analytics; Service analytics; Partner analytics; Integrate workflow process; Alerts via e-mail or the Web; and other | 12 | 7 | 5 | 0 | 58.33 | 0 | 11 | 1 | 0 | 7 | 5 | 0 | 58.33 |
Call Center and Customer Service
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
Multi-channel interaction management is the ability to prioritize, route, track, manage and report on all interactions regardless of media type, and provide real-time and historical reporting on each of those interactions. These capabilities help companies understand their customers and business practices, and allow them to adjust accordingly. A multi-channel interaction management solution helps companies derive value from each and every interaction.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| CALL CENTER Includes:Offer full application support; Automatic routing of calls based on the call type; Multi-lingual support; Web-based help pages for end-users; Instant messaging with end-users; Web-based support; and other | 6 | 4 | 0 | 2 | 86.67 | 0 | 5 | 1 | 0 | 4 | 0 | 2 | 86.67 |
| CALL CENTER INTEGRATION Includes:Computer Telephony Integration (CTI); Automated Call Distribution (ACD) integration; | 2 | 0 | 0 | 2 | 40 | 0 | 1 | 1 | 0 | 0 | 0 | 2 | 40 |
| CALL TRACKING Includes:Methodology for automated call tracking; Business rules engine that reflects workflow procedures; Integrated business process workflow; Call center workflow can be modified; Site specific two-way communication; Access to trouble tickets in real-time; and other | 9 | 9 | 0 | 0 | 100 | 0 | 8 | 1 | 0 | 9 | 0 | 0 | 100 |
| CUSTOMER SERVICE & SUPPORT Includes:Help Desk; Service Management; Manage Customer Relationship; | 391 | 261 | 9 | 121 | 81.69 | 17 | 0 | 374 | 4.35 | 261 | 9 | 121 | 81.69 |
Professional Services Automation (PSA)
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
Professional services automation (PSA) optimizes and simplifies the complete project life cycle from sales through delivery and closeout. It increases the profitability and performance levels of project-centric organizations--spanning the disciplines of opportunity management, contract management, project management, resource management, project collaboration, project accounting, and business intelligence.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| PROJECT FORECASTING | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| PROPOSAL MANAGEMENT | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| QUOTATIONS AND SALES MANAGEMENT TOOLS | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| PLANNING AND DEPLOYMENTS | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| CUSTOMER MANAGEMENT | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| RESOURCE MANAGEMENT | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| SKILLS INVENTORY AND MATCHING | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| DOCUMENT MANAGEMENT | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| TIME AND EXPENSE MANAGEMENT | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| BILLING CAPABILITIES | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| REVENUE ANALYSIS | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| PROFITABILITY MONITORING | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| POST PROJECT SERVICES | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| DETAILED QUERIES AND REPORTS | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| INTEGRATE WITH OTHER APPLICATIONS | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| AUTOMATE APPROVAL PROCESSING THROUGH WORK-FLOW TECHNOLOGY | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
| CONTRACT MANAGEMENT TOOLS | 1 | 0 | 0 | 1 | 40 | 0 | 0 | 1 | 0 | 0 | 0 | 1 | 40 |
e-CRM
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
CRM versus eCRM--there has been a lot of debate surrounding the differences, or lack of differences, between what is called CRM and what is called eCRM. Is eCRM just web-enabled CRM? Is it merely symptomatic of companies hoping to strengthen their proposition or valuation? Or is eCRM fundamentally different? Clearly the Internet and e-business are responsible for the e in eCRM. There are significant differences in the skills one needs and the things one can do with eCRM as opposed to CRM but the fundamental principles are very similar.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| WEB SERVICES Includes:Service request management; Searchable knowledge base; Online intelligent expert; Online order tracking; Online asset management; Online customer satisfaction surveys; and other | 10 | 7 | 1 | 2 | 80 | 0 | 0 | 10 | 0 | 7 | 1 | 2 | 80 |
| E-SALES Includes:Assign and distribute leads based on territory or representative coverage; Track and maintain all information surrounding sales opportunities; Achieve more accurate market forecasting; Track the current status of your complete sales pipeline; Proactively up-sell new products and services that relate to the customer's unique needs; Synchronize data to headquarters whenever connecting to the Internet; and other | 13 | 11 | 0 | 2 | 90.77 | 0 | 0 | 13 | 0 | 11 | 0 | 2 | 90.77 |
| E-SERVICE Includes:Take advantage of up-sell and cross-sell opportunities; Utilize business rules for event escalations, tailored to your customer service processes and needs; Share information with development and QA during the product development life cycle; Assign a case to an individual or an entire team for input; E-mail and log case assignments to appear in the queue for the team members; Maintain a knowledge base of known issues to enhance response time; and other | 8 | 8 | 0 | 0 | 100 | 0 | 0 | 8 | 0 | 8 | 0 | 0 | 100 |
| E-MARKETING Includes:Efficiently set up and manage campaigns and support tasks; Budget, organize, and schedule detailed marketing campaigns down to the task level; Measure and qualify the effectiveness of a marketing campaign; Segment the customer base accurately; Proactively manage and merge direct mail, e-mail, and fax lists; Eliminate costly duplication with advanced phonetic matching; and other | 14 | 13 | 0 | 1 | 95.71 | 0 | 0 | 14 | 0 | 13 | 0 | 1 | 95.71 |
| E-CATALOG Includes:Set catalog categories; Create and maintain product information; Set product lines; Attach product literature; View auction offers; | 5 | 4 | 0 | 1 | 88 | 0 | 0 | 5 | 0 | 4 | 0 | 1 | 88 |
| E-COLLABORATION Includes:Personalized interaction; Real-time communication; Web chat; Voice over IP; Call back; Web collaboration API; and other | 6 | 0 | 6 | 0 | 0 | 0 | 0 | 6 | 0 | 0 | 6 | 0 | 0 |
| E-PERSONALIZATION Includes:Personalized role-based view; Tools to create and modify products; Tools to create orders; Tools to view order status; Create order reports; Personalized marketing offers to customers and partners based on their account information; and other | 18 | 15 | 0 | 3 | 90 | 0 | 0 | 18 | 0 | 15 | 0 | 3 | 90 |
| E-RECOMMANDATION Includes:Content profile matching; Collaborative filtering; Concept mapping; Online auctions; Multi-channels solution; Set-recommendation; and other | 9 | 0 | 9 | 0 | 0 | 0 | 0 | 9 | 0 | 0 | 9 | 0 | 0 |
| CONTENT MANAGEMENT Includes:User access rights; Central control capabilities; XML supporting XPath; Relational data support; Automatic application of metadata; Manual application of metadata; and other | 27 | 23 | 2 | 2 | 88.89 | 0 | 0 | 27 | 0 | 23 | 2 | 2 | 88.89 |
| E-PROFILING Includes:Flash tracking; Path tracking; Search and filtering capabilities; Sourcing of customer acquisition; e-commerce tracking; Traffic data; and other | 21 | 0 | 0 | 21 | 60 | 0 | 0 | 21 | 0 | 0 | 0 | 21 | 60 |
E-Mail Response Management
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
E-mail response management uses web forms and rules based routing to manage inbound e-mails, which may prompt automatic e-mail confermations and responses. It can further allow for customer data integration and reporting.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| E-MAIL ROUTING AND CATEGORIZING Includes:Categorize an e-mail based on its contents; Category-based routing to different workflows and groups of associates according to experience, skills, and assigned categories; Routing based on different business rules; | 3 | 0 | 3 | 0 | 0 | 0 | 0 | 3 | 0 | 0 | 3 | 0 | 0 |
| INTELLIGENT E-MAIL HANDLING Includes:Send an auto-acknowledgement with case information back to the customer; Auto-suggest and pre-populate possible responses for associate review; Auto-respond with a known, accurate answer without associate interaction to customer e-mails; | 3 | 0 | 0 | 3 | 40 | 0 | 0 | 3 | 0 | 0 | 0 | 3 | 40 |
| TIERED SERVICING Includes:Send a specific auto-acknowledgement based on customer value; Auto-suggest based on customer value, pre-populating possible responses for associate review; Auto-respond with a known, accurate answer, based on customer value, without associate interaction to customer e-mails; | 3 | 0 | 0 | 3 | 40 | 0 | 0 | 3 | 0 | 0 | 0 | 3 | 40 |
| E-MAIL AND WEB INTEGRATION Includes:Enable outbound e-mail with hyperlinks back to the Web CRM platform; in order to drive customers back to the Website to complete a sale, it checks the order status or other simple interactions that can deflect contacts; Support Web form gathering custom fields that automate routing and responses, when possible; Integrate with a Web collaboration tool; | 3 | 2 | 0 | 1 | 86.67 | 0 | 0 | 3 | 0 | 2 | 0 | 1 | 86.67 |
| OUTBOUND E-MAIL COMMUNICATION Includes:Send a category-based message to customers all having similar cases of a particular category; Automated outbound e-mail confirmation of transactions occurring on a client's website; | 2 | 2 | 0 | 0 | 100 | 0 | 0 | 2 | 0 | 2 | 0 | 0 | 100 |
| E-MAIL CASE MANAGEMENT INTEGRATION Includes:Automatically pre-populate screen with data in e-mail and perform rudimentary tasks, such as customer lookup; Integrate with a system leveraging existing or external knowledge base content for predefined text blocks, auto-acknowledgements, suggestions, and responses; Develop in a flexible work environment with ease of integration with other products; | 3 | 3 | 0 | 0 | 100 | 0 | 0 | 3 | 0 | 3 | 0 | 0 | 100 |
| E-MAIL USABILITY Includes:Associate desktop modularity and openness; to construct associate interfaces with a desired look-and-feel and still have the ability to access a products functionality; Spell check outbound e-mails; Check accuracy and correctness of outbound communications (QA); Send and receive attachments that will become part of the case; | 4 | 2 | 1 | 1 | 65 | 0 | 0 | 4 | 0 | 2 | 1 | 1 | 65 |
| ELECTRONIC REPORTING Includes:Capture and report on system performance metrics, both in real-time and historical reports; Monitor associate performance in real-time; Generate reports based on group measurements, and groups can print these customer- and solution-specific data; Generate custom reports based on ad hoc specifications; | 4 | 0 | 0 | 4 | 70 | 0 | 0 | 4 | 0 | 0 | 0 | 4 | 70 |
| ERROR HANDLING Includes:Efficient procedures for starting up and shutting down the applications supporting multi-channel interaction; Change configuration while application is in production and running; supports real-time configuration changes based on CIC operating environment; Effectively handle procedures for changing configuration parameters, both while in and out of production; Efficiently manage system memory and clean-up; Handle a desirable number of concurrent sessions in production; Seamlessly restart and recover architecture in the event of a server failure; and other | 6 | 6 | 0 | 0 | 100 | 0 | 0 | 6 | 0 | 6 | 0 | 0 | 100 |
Industry Vertical Module Availability
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
Industry vertical models are specialized vertical modules that provide out-of-the-box functionality, which matches industry-specific processes.
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| FINANCIAL INSTITUTIONS Includes:Retail banking; Brokerage; Institutional finance; Insurance; | 4 | 4 | 0 | 0 | 100 | 3 | 0 | 1 | 75 | 4 | 0 | 0 | 100 |
| INSURANCE Includes:Insurances; Brokers; Banks; | 3 | 3 | 0 | 0 | 100 | 2 | 0 | 1 | 66.67 | 3 | 0 | 0 | 100 |
| PROFESSIONAL SERVICES Includes:Accounting; Legal; Management consulting; Advertising and Public Relations; Associations & Non-Profit Organizations; Engineering; and other | 7 | 0 | 0 | 7 | 70 | 0 | 6 | 1 | 0 | 0 | 0 | 7 | 70 |
Product Technology
Buy the CRM for Financial and Insurance Markets Software Evaluation Report to uncover the details of this analysis.
This criterion defines the technical architecture of the product, and the technological environment in which the product can run successfully. Sub-criteria include product and application architecture, software usability and administration, platform and database support, application standards support, communications and protocol support and integration capabilities. Relative to the other five evaluation criteria, best practice selections place a lower relative importance, on the product technology criterion. However, this apparently lower importance is deceptive, because the product technology criterion usually houses the majority of the selecting organization's mandatory criteria, which usually include server, client, protocol, and database support, application scalability and other architectural capabilities. The definition of mandatory criteria within this set often allows the client to quickly narrow the long list of potential vendors to a short list of applicable solutions that pass muster relative to the most basic mandatory selection criteria.
During the process of product selection a great deal of attention is given to the functional capabilities of the software being evaluated. While this aspect is obviously important, ignoring the technical mechanisms by which the software actually operates can be fatal to a project (see Great Product: Too Bad The Architecture Doesn't Fit ).
*To learn more about criteria rating definitions please consult The CRM for Financial and Insurance Markets Rating Guide
| Module | Total Criteria | Pivotal CRM for Financial Services by CDC Software | Lowest Rated Competitor for CRM for Financial and Insurance Markets | Highest Rated Competitor for CRM for Financial and Insurance Markets | |||||||||
| Criteria Summary | Module Rating | Criteria Summary | Module Rating | Criteria Summary | Module Rating | ||||||||
| Sup* | NS* | Oth* | Sup* | NS* | Oth* | Sup* | NS* | Oth* | |||||
| WORKFLOW AUTOMATION Includes:Process and Activity Definition; Resources and Roles Definition; Rules and Routing Definition; Work Definition; Queue and Work List Definition; Triggers and Scheduling; and other | 123 | 97 | 4 | 22 | 88.7 | 0 | 0 | ||||||
