A Partner You Can Trust Pivotal CRM is a leading suite of customer relationship builders and other real estate businesses. Our end- management software applications, proven by more to-end suite of integrated sales, marketing, service, than a decade of customer success.

1. Pivotal CRM for Home Building and Real Estate
CRM That Fits Your Business

2. “ With tighter integration to our ERP system, Pivotal CRM gives our marketers,
salespeople, and customer care employees the comprehensive customer information they
need to provide great service—all from a single, easy-to-use system.
”
Diana Walker, CIO, WCI Communities

3. CRM That Fits Your Business
Companies in the home building and real estate industries have been through a roller-coaster over the last
few years, from tremendous highs to challenging lows. The winners through these challenges have been the
companies that understand the need for continual innovation, whether it’s to deal with skyrocketing demand
or to survive cuts and leaner times. Forward-thinking firms are looking to strategic technologies such as
customer relationship management (CRM) to help them realize the business efficiencies required to continue
to grow revenues in any market, recognizing that with market changes come true opportunities to excel.
In response to economic challenges, firms in the real to customer relationship management (CRM) to become
estate sector can’t rely on market demand alone to more competitive in selling, marketing, and providing
drive homebuyers their way. They need to become service to their customers. Whether they process 300
more sophisticated in their marketing efforts, utilizing or 30,000 home sales each year, Pivotal CRM for Home
cost-effective online channels to their advantage and Building and Real Estate puts critical relationships at the
stretching their marketing dollars further. Similarly, core of their strategy. It offers comprehensive, integrated
they need to be more diligent in their pursuit and capabilities that increase insight into operational
qualification of the leads they receive, ensuring no lead performance, streamline processes across the company,
falls through the cracks and placing more emphasis on and improve responsiveness to customer demands.
low-cost nurturing strategies to maintain contact with Whether a company is in the business of financing,
leads over the long term. They need systems in place building, selling, servicing, or managing residential or
to methodically capture, qualify, and distribute leads to commercial property, Pivotal CRM provides the systems
the sales force, and they need to establish structured and infrastructure needed to reduce costs, shorten sales
sales processes to ensure sales personnel are using cycles, and increase productivity, while helping create
their time as productively as possible. In the wake of customers for life.
industry consolidation, they must also manage complex
organizational structures with geographically dispersed Firms in the home building and real estate
divisions, uniting the entire enterprise in the pursuit of sector are experiencing new pressures to
common goals, processes, and information-sharing across increase efficiencies:
business lines.
• Responding to ongoing market changes
As home building and real estate organizations look • Consolidating operations in the wake
for growth in a more challenging economy, many of mergers and acquisitions
are realizing that their most valuable assets are their
• Incorporating their online channels
existing customers. With the significantly lower cost
into their sales processes
of second and subsequent home sales, re-financings,
and sales resulting from customer referrals compared • Integrating their systems and operations
to standard cost-of-sales, home builders and other enterprise-wide
real estate businesses are recognizing the quantifiable
In response, they are adopting new strategies to
benefits of high customer satisfaction. As such, they are
sustain revenue growth and achieve higher levels
looking at strategies for maximizing the total lifetime
of customer satisfaction:
value of their customers. Such an approach requires
realignment toward customer-centric organizational • Shifting toward a customer-centric business
goals. It requires a commitment to delivering outstanding model to leverage lifetime value
post-sale customer care, to maintaining a relationship • Streamlining sales efforts by following
with customers throughout their lifetime, and to structured sales processes
creating a seamless, branded, and finely tuned customer
• Automating time-consuming sales,
experience—from first contact though to repeat sale,
marketing, and customer care tasks
and beyond.
• Creating a highly responsive and agile
To support new customer-centric business strategies, business through enabling technologies
single- and multi-family home builders, property
managers, and title and mortgage companies are turning
Pivotal CRM for Home Building and Real Estate 3

4. A Partner You Can Trust
Pivotal CRM is a leading suite of customer relationship builders and other real estate businesses. Our end-
management software applications, proven by more to-end suite of integrated sales, marketing, service,
than a decade of customer success. Pivotal CRM offers and partner applications is designed to make all
rich functionality, a full application suite, and best-in- customer-facing departments work in unison to attract,
class customization abilities, all with a low total cost of win, and retain profitable relationships. The result is
ownership. Through our experiences implementing less customization and integration, leading to lower
CRM systems with more than 1,800 customers in over 35 implementation and maintenance costs.
countries, we’ve learned how to help firms in the home
• Fit unique customer strategies and imperatives:
building and real estate industry craft and achieve a CRM
Pivotal CRM is the industry’s most flexible, scalable,
strategy that gets real, measurable results. We understand
easy-to-customize CRM platform. Built on an inherently
the industry, and we deliver CRM that fits the needs of
flexible three-tier architecture and metadata-driven
home building and real estate businesses today—while
design, Pivotal CRM is easy to modify, integrate, deploy,
offering the flexibility to help them seize the emerging
and maintain. The industry-leading Pivotal CRM
business opportunities of tomorrow.
customization toolkit provides the ability to cost-
Our team has worked with the country’s top builders to effectively adjust processes, enabling home building
develop a leading enterprise solution for home building and real estate firms to capitalize on unique business
and real estate that fits the unique requirements of the processes to reinforce competitive advantage.
industry right out of the box, while also offering the
• Fit each company’s timeline, budget, and
flexibility to customize to individual companies’ needs.
expectations: Our commitment to providing CRM
The Pivotal CRM team, which includes a professional-
extends far beyond our product offerings. We offer a
services group dedicated specifically to home building
continuum of services designed to help home building
and real estate, boasts unrivaled domain expertise and
and real estate firms implement, maintain, use, and
experience, extended even further through partnerships
support CRM at a pace that produces reliable results at
with leading firms such as integration specialists Pervasive
a lower total cost of ownership.
Software and options-management solution Envision by
New Home Technologies. Pivotal CRM’s home building In addition to helping companies put customers at the
and real estate team members are recognized as subject center of their operations, the Pivotal CRM suite provides
matter experts within the industry, regularly called powerful productivity tools that produce measurable
upon to offer expertise and best practices by industry business benefits in terms of process efficiency, employee
publications and media; a Pivotal CRM representative also collaboration, data accuracy, sales effectiveness,
participates in the Technology Workgroup of the National streamlined communications, cost-effective marketing,
Association of Home Builders Business Management and and much more. Home building and real estate firms can
Technology Committee. deliver a first-class customer experience that distinguishes
their company, attracts customers, and strengthens
By choosing Pivotal CRM, home building and real estate
customer loyalty—while also reducing costs and
firms are assured of solutions that:
increasing revenues.
• Fit specific industry and business processes: Pivotal
CRM comprises a full range of software that delivers
built-in best practices specific to the most pressing
challenges faced by single- and multi-family home
4 Pivotal CRM for Home Building and Real Estate

5. Pivotal CRM: The Solution of Choice across the Home Building
and Real Estate Industry
Developed in close collaboration with customers and
partners, Pivotal CRM for Home Building and Real Pivotal CRM was awarded Best
Estate is uniquely tailored to industry best practices. Sales, Marketing, & Customer
Forward-looking businesses are investing in technology Service Automation product
strategically to support consistent, differentiated and overall IT Product of the
customer-facing activities. Pivotal CRM has helped Year at the Innovative Housing
companies across the home building and real estate Technology Awards
industry deploy optimal CRM processes, helping them
realize tangible and quantifiable results that improve
operational effectiveness and customer loyalty.
Pivotal CRM Customers
• S&A Homes • Loreto Bay Management Company • Southern Homes
• WCI Communities • Toll Brothers • Intracorp
• Wayne Homes • Mercedes Homes • M/I Homes
• The Olson Company • CMG Mortgage Insurance Company • The Bonita Bay Group
• California Pacific Homes • Savills • Elliott Homes
• Centex Destination Properties • 20/20 Properties • Newland Communities
• Boca Developers • Schumacher Homes • Irvine Company
Pivotal CRM has also been recognized for its
outstanding ability to extend the value of Microsoft
technologies for customers, earning CDC Software
the Partner of the Year Award for Information Worker
Solutions Office Deployment on the strength of Pivotal
CRM’s integration of Microsoft solutions.
“Being a part of thePivotal CRM customer. TheGroup has addedto interact and share
our experience as a
Pivotal Homebuilder User
group allows us
tremendous value to
experiences with fellow users and industry peers, giving us new ideas and best practices to
follow. Beyond that, providing a forum through which we can have a direct impact on the
product roadmap proves that CDC Software is itself a truly customer-centric company.
”
Toll Brothers
Pivotal CRM for Home Building and Real Estate 5

6. “ In our search for the hottest technologies available to homebuilders, we identified
two key categories; new products that show great potential and products that are already
producing very compelling return on investment for forward-looking builders. Pivotal
[CRM] is clearly in the latter category—having worked with the nation’s top builders to
develop a system that is now making significant improvements in the way they operate
their businesses and create life-long relationships with their customers.
”
Constructech Magazine
“We could probably staff the planned projects we
have on the table at half the rate that we would
have in the past... Pivotal CRM has really helped in
our ability to scale and grow.”
Boca Developers

7. Integrated, Comprehensive, and Highly Targeted to the Needs
of the Home Building and Real Estate Industry
The award-winning Pivotal CRM solutions for home manage incoming leads to ensure qualified prospects
building and real estate are industry-specific solutions are promptly pursued and colder leads are cost-
that enable single- and multi-family home builders, effectively nurtured.
title and mortgage companies, commercial property
managers, and real estate developers to better manage • Streamline the Sales Process: Offer productivity tools
relationships throughout the customer lifecycle and that increase sales effectiveness and accelerate the
across the enterprise. Designed in collaboration with sales cycle by supporting structured sales processes
the industry’s top builders and real estate companies, and centralizing prospect communications, quotes,
Pivotal CRM solutions provide functionality that reflects and contracts.
the business processes and data models used by the • Deliver Outstanding Customer Care: Give service
industry, right out of the box, offering a superior business teams the tools and information they need to log,
fit. Built on the highly flexible Pivotal CRM enterprise track, and resolve service issues; maintain ongoing
platform, Pivotal CRM solutions can also be easily tailored relationships with customers; and provide consistent,
and customized to meet individual companies’ business exceptional post-sales support, backed by a
requirements—and quickly adapted to evolving needs. 360-degree view of the customer.
Pivotal CRM for Home Building and Real Estate is the With an end-to-end suite of best-of-breed solutions for
only comprehensive solution for managing front-office marketing and lead management, sales, and customer
home building and real estate operations, empowering care and a proven commitment to home building and real
home builders and adjacent real estate businesses to estate, only Pivotal CRM offers the depth of functionality,
deliver superior responsiveness and performance. Its domain expertise, and flexibility that companies need to
flexible platform allows it to be seamlessly connected gain a competitive edge in the market. Adaptable to the
to the entire enterprise, including back-office enterprise needs and budgets of individual firms, Pivotal CRM for
resource planning (ERP), construction-management, and Home Building and Real Estate can be implemented in
loan origination (LOS) systems. With the right technology phased, manageable steps or as discrete sales, marketing,
tools in place, home building and real estate firms can and customer care suites. The combination of industry-
accelerate the return on their investment and lower their tailored and custom components, along with the inherent
total cost of ownership. flexibility of the Pivotal CRM platform, enables home
Pivotal CRM for Home Building and Real Estate provides building and real estate firms to obtain a custom system
tools that help firms: without the high cost of in-house development.
• Attract and Manage High-Quality Leads: Empower
your marketing team to launch sophisticated,
multi-wave automated marketing campaigns and
“
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
Pivotal CRM for Home Building and Real Estate 7

8. Attract and Manage High-Quality Leads
According to NAHB statistics, 70% of homebuyers use the Focus sales agents on the most
web as their first resource when looking for a home. While qualified buyers
most builders, recognizing the skyrocketing importance Automate lead nurturing to reduce labour costs. Pivotal
of the web to their operations, have established websites CRM allows users to designate the hottest leads for
and begun advertising their properties through websites follow-up by the sales force, while channeling
such as NewHomeSource and Homebuilder.com, the truth longer-term prospects into cost-effective—but still
is that few have adequate systems in place to properly personalized—lead-nurture campaigns, automatically
manage effective online campaigns—or to handle the sending them ongoing communications to build
massive influx of leads from online sources. This results relationships and bolster brand equity. These campaigns
in poorly qualified leads, inconsistent follow-through, can incrementally qualify prospects until they are ready
and missed opportunities. Home builders and title and to be taken on by the sales team, while simultaneously
mortgage companies looking to get more out of their educating the buyer, resulting in a shorter, lower-touch
marketing budgets—and benefit from the full potential of sales cycle down the road.
the web—are turning to Pivotal CRM.
Tie marketing efforts more closely to
Execute sophisticated, targeted online sales results
campaigns
Gain insight into the real cost and value of marketing
Take advantage of low-cost online communication projects. Pivotal CRM offers reporting tools that help
vehicles to broaden marketing reach while also bringing home builders and real estate firms track costs and
more precision to marketing efforts, including print revenues on all projects and individual campaigns,
direct mail campaigns. Pivotal CRM enables companies generating return on investment (ROI) reports that shed
to segment customers and prospects according to light on the most effective use of marketing dollars. The
demographic criteria, interests, preferences, region, system also tracks lead sources through the customer
and other features, allowing them to target offers, lifecycle, delivering insight into the full lifetime value
communications, events, and messaging more effectively, of customers relative to initial lead cost. Marketers can
bringing in higher-quality leads. It also provides tools that use this information to hone their marketing efforts,
enable marketers to map out and execute complex multi- increasing success rates and campaign value over time.
wave campaigns that reinforce efforts at multiple touch-
points and automate follow-up and literature fulfillment.
Qualify and distribute leads to the right sales • Lower marketing costs by using online channels
agent efficiently to their full potential with sophisticated multi-
Put the right lead in the hands of the right sales agent wave campaigns
at the right time. Pivotal CRM captures lead-qualifying • Focus the sales team’s efforts more profitably on
information from prospects and automatically distributes better-qualified leads
leads to the right salesperson based on pre-defined
criteria, such as region, community, or expertise. The • Automate ongoing communications with
system classifies and prioritizes leads for the sales force, longer-term prospects until they’re ready to buy
enabling them to focus their efforts more productively to
increase revenues.
“Pivotal [CRM] provides some of the best marketing capabilities in the midmarket.”
Liz Herbert, Forrester, “Midmarket Sales Force Automation Scorecard Summary: Pivotal,” November 22, 2005
8 Pivotal CRM for Home Building and Real Estate

9. Streamline the Sales Process
In a business such as real estate, where the products
being sold are big-ticket items with longer sales cycles,
sales productivity is critical. Home builders and real estate • Increase sales productivity using automated
firms need to ensure that their sales personnel—whether quote, contract, and home-configuration tools
internal sales agents or external brokers—have the • Reduce sales cycles and increase conversion
structure and support they need to take the guesswork rates by implementing proven, structured sales
out of the sales process and focus their efforts on sales, not methodologies
administration. The first step is supplying the sales force
with high-quality prospects that are serious about buying. • Gain better insight into homebuyer behaviors as
The next step is furnishing sales agents with the tools they well as the sales pipeline
need to manage their schedules, communications, and
activities for the highest sales impact.
Give salespeople the information they need Structure the sales process for
to close deals consistent results
Empower sales agents by providing true insight into Implement proven sales methodologies across the
their prospects. Pivotal CRM makes valuable prospect organization to ensure systematic adherence to best
information instantly accessible, including interests, practices. Pivotal CRM supports structured sales
preferences, financial data, and all previous contact with methodologies, allowing home builders to consistently
the organization, such as marketing touches and visits implement the sales processes that have proven most
to other neighborhoods or divisions. This information effective. Modeling the success of the most productive
leads to more focused, strategic sales efforts with better- sales professionals maximizes revenue and improves the
qualified leads. Management, meanwhile, has full insight efficiency of the entire homebuyer lifecycle.
into revenue pipelines for forecasting.
Maintain active relationships with buyers
Provide a personalized one-stop destination with less effort
for all sales activity Ensure thorough follow-up by implementing sales action
Centralize sales operations around a critical hub that plans. Pivotal CRM allows sales agents to create account-
fits the way salespeople work. Pivotal CRM gives each specific action plans that automatically schedule regular,
sales employee a fully customizable dashboard, packed appropriate prospect contact. Additional features allow
with productivity tools. As the launching pad for daily team members to assign each other action items and
sales operations, this dashboard can be personalized tasks, facilitating collaboration.
to list daily activities and task assignments, often-used
links, hot prospects, and even third-party data feeds.
This convenient tool improves user adoption, increases
performance, and enhances salesperson loyalty.
Pivotal CRM for Home Building and Real Estate 9

10. “Pivotal CRM tools are integral to ensuring Wayne Homes maintains
market share and profitability in the long term. We have established an
extremely cost-efficient automation system for our sales and marketing
efforts that will set us apart in a downturn when other companies are
searching for ways to save money.
” Wayne Homes
Manage sales territories and assign the right Streamline the quote-to-contract process
sales teams to each account Shorten the sales cycle by managing and storing
Assign exactly the right salesperson or combination of options and quotes within the Pivotal CRM system and
team members to each prospect or property. Pivotal CRM progressing them more smoothly to contract closure.
allows sales managers to customize sales assignments Pivotal CRM features a built-in financial calculator
based on geography, division, specialty, community, that helps sales agents calculate financial scenarios
or virtually any other criteria. Complex territory for homebuyers. The workflow templates help sales
configurations can be easily realigned in the wake of automatically distribute quotes and contracts to
mergers, acquisitions, sales agent or broker departure, management for approval. This results in more accurate
and consolidation. quoting and better management oversight, as well as a
streamlined contract-creation process that saves valuable
selling time, selling homes faster and more efficiently.
10 Pivotal CRM for Home Building and Real Estate

11. Deliver Outstanding Customer Care
The next battle in the home building and real estate
sector is for customer loyalty. As fewer homebuyers enter
the market, home builders and adjacent businesses must • Increase referrals and repeat customers by
work harder to retain the customers they have, striving improving customer satisfaction
to earn follow-on sales, refinancings, and referrals. • Increase cross-selling potential with better insight
The customer experience in its entirety becomes a into homeowner profiles and homesite history
critical differentiator in such an environment. Customer
satisfaction with post-sales service gains as much • Track and manage service requests for rapid
importance as sales technique, demanding that home resolution, while generating audit trails to
builders refine their strategy for providing winning manage litigation risk
customer care.
Give service personnel a 360-degree Administer home inspections and reduce
view of the customer warranty costs
Ensure every customer receives informed, personalized Manage the home-inspection process consistently using
service by putting comprehensive customer information customizable templates to create customer walkthroughs
at service agents’ fingertips. By creating a shared and quality inspections. Pivotal CRM enables service
repository of customer information for sales, marketing, agents to track itemized scores and follow-up service
and customer care teams, Pivotal CRM supplies members requests. Furthermore, it enables service personnel to
of each department with insight into customer history— manage service levels and control warranty costs.
and future predictors—for faster, more satisfying service,
better-targeted post-sale communications, and timely
Track and analyze service to understand
up-selling and referral incentives. The ability to easily
implement automated customer surveys helps monitor
causes and metrics
satisfaction and uncover new opportunities. Gain insight into the cost, value, and causes of service and
warranty activities. Pivotal CRM provides built-in reporting
tools that enable home builders and real estate firms to
Manage service requests efficiently for high analyze root causes, vendor performance, service-request
satisfaction and work-order aging, defect and warranty trends,
Fulfill service requests rapidly and seamlessly. Pivotal CRM charge-backs and billable services, and inspection profiles.
enables service agents to create detailed service requests, These analyses help home builders manage expenses and
including requests that contain multiple service items recover warranty costs from vendors and subcontractors,
and work orders, and then easily assign the appropriate as well as spot and respond quickly to trends.
tradesperson to the request, leading to quick resolution.
When necessary, incident escalation to management is
fluid and automated, and it generates a valuable audit
trail that maintains a record of homesite history.
Pivotal CRM for Home Building and Real Estate 11

12. Pivotal CRM for Home Building and Real Estate
Create Customers For Life
As the only comprehensive, enterprise-class CRM system experience that builds lasting relationships, from the
designed specifically to meet the needs of the industry, initial lead through the entire customer lifecycle and into
Pivotal CRM for Home Building and Real Estate is the subsequent home sales, mortgages, and refinancing.
clear choice for single- and multi-family home builders
and other real estate industry firms looking to increase Smart home builders and real estate companies are taking
operational efficiency, gain competitive advantage, and immediate action to implement systems and processes
meet the challenges of a market slowdown. that can help them meet the challenges of a moderating
market and help them continue to thrive. With Pivotal
By giving companies a 360-degree view of their CRM, companies can maximize customer satisfaction as
customers, Pivotal CRM for Home Building and Real they derive economic value from every customer touch-
Estate enables them to achieve insight into customer point, building customer loyalty and creating customers
preferences and behaviors that can inform and refine for life.
their entire business strategy. Pivotal CRM helps firms
precisely manage a consistent and personalized customer
Contact a Pivotal CRM representative today to learn more about how Pivotal CRM for Home Building and Real Esate can
address your unique needs. Call 1-877-PIVOTAL (1-877-748-6825) or visit us at www.PivotalCRM.com.
North America International
2002 Summit Boulevard Pivotal Corporation Ltd.
Suite 700 Pioneer House
Atlanta, GA 30319 USA 7 Rushmills, Northampton
+1 877-748-6825 United Kingdom NN4 7YB
info@cdcsoftware.com +44 (1) 604 630050
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