Pivotal Upgrade Services is a packaged upgrade service program designed to take the risk and unpredictable cost out of your upgrade project

1. Pivotal CRM | Datasheet
Pivotal Upgrade Services
Introducing Pivotal CRM’s packaged
upgrade services:
• Rapid upgrade path accelerates
time-to-benefit
• Proven methodology and tools protect
your customization investment
• Practiced and experienced team optimizes
your CRM implementation and simplifies the
upgrade path
• Fixed-fee and flexible pricing options for
a cost-effective upgrade that stays on budget
• Phased approach that simplifies migration
and increases end-user adoption
To learn more about Pivotal Upgrade
Services, contact us at + 1 877-748-6825 or
accountmanagement@pivotal.com.
For many customers, keeping up with Pivotal CRM’s latest platform
enhancements and applications is critically important. Whether
they’re looking to enhance end-user productivity with Microsoft®
Office integration, deploy mobile CRM more widely throughout the
organization, or give their marketing organization the technology-
enabled platform they need to realize their objectives, our customers
look to Pivotal Professional Services for the expertise to help them
realize their goals.
Of course there are always practical concerns associated with any upgrade project. If you’ve
customized your system, you’ll want to know how your customizations will be moved forward.
You'll want to understand whether there are any platform upgrades required. You’ll want to
minimize disruption to key applications and the people and processes they support. Finally,
you’ll need to know how long it will take, and how much it will cost.
Pivotal Upgrade Services is a packaged upgrade service program designed to take the risk and
unpredictable cost out of your upgrade project. Our experienced team has conducted hundreds of
upgrades and has developed a methodology designed to ensure the lowest risk to the customer.
We work closely with each customer to understand your business and technology requirements
and design an upgrade program to suit your needs, your timelines, and your budget.
Dedicated, Knowledgeable Professionals
We’ve helped hundreds of customers across many industries harness the full potential of their
Pivotal CRM software. Our experienced team of consultants and engineers works together
to maximize the impact of your Pivotal CRM solution, all while reducing the time and cost of
upgrading. Because we focus only on implementing Pivotal CRM solutions, we provide a level of
product knowledge, business process, and customization experience that can’t be matched.
Phased, Proven Methodology
Successful and rapid deployment requires a clear understanding of your business and technology
requirements. We have developed a phased approach that enables us to consistently deliver
successful, high-value, low-risk projects. From defining the most appropriate upgrade to analysis,
building, testing, and deploying, we validate your requirements through every step of the project.
Accelerated Time-to-Benefit
Our goal is to help you realize the full potential of your Pivotal CRM system and get results
fast. From the first time we meet, we work closely with you to maximize the value of your CRM
investment. Based on many thousands of hours of upgrade experience, we quickly define the
most appropriate upgrade path to support your current and evolving business needs. Based on
your objectives, we create an Upgrade Project Plan that clearly specifies the design implications,
an implementation schedule, and a training plan to ensure your end-users realize increased
productivity, quickly. By identifying your solution requirements from the outset, we accurately
establish and manage your project’s scope, schedule, and level of investment—and we all get
there faster.
Predictable, Low-Risk Upgrades
We partner with you every step of the way, making you an integral part of the project and
eliminating any unexpected surprises along the way. Whether you prefer a fixed-fee approach or
a more flexible solution that indexes pricing to deliverables, we work with you to design a pricing
plan that fits your needs. This reduces the worry associated with any unexpected delays in the
project and ensures a smooth, trouble-free project across all dimensions.
Keep up with the pace of change. Pivotal CRM helps you move your
business forward.

2. Pivotal CRM | Datasheet
Protecting Your Customization Investment
Understanding your customizations is an important component of project success. We help
prioritize which functions and features should be retained as you move forward and which can
be addressed with the many new features and functionality available in the latest versions of our
platform and applications.
We’ll estimate the effort required to complete an upgrade and offer services to undertake any
additional customization requirements. Customers receive a complete report of the functions
to be migrated, along with an upgrade project plan and a comprehensive statement of work
for the effort.
Upgrade Options
There are three primary upgrade options—or we can customize a path to fit your needs.
• Plan a Successful Platform, Access Method, and Application Upgrade—The fastest path
to getting all the benefits, functionality, and applications while still retaining your previous
customizations.
• Plan a Successful Migration from Pivotal Windows to Pivotal Rich Client—Rapidly
deploy a web-centric solution. We’ll help you recreate your customizations and merge existing
customizations with the new functionality available in Pivotal Rich Client.
• Start Fresh with the Latest Pivotal CRM Platform and Applications—For businesses that
have outgrown their CRM system or the customizations that support their unique way of doing
business, it may be faster and more cost-effective to start fresh.
Implementation Methodology
Define
We work closely with you to understand your objectives and assess your project. Based on the
information provided, we develop a preliminary plan that scopes deliverables and completion
timelines.
Determine upgrade type•
Define platform upgrade•
Define access method upgrade•
Analyze customer Business Module (BM)•
and Enterprise Data (ED)
Define application upgrade (CMS)•
Create initial project plan•
Analyze
We analyze your existing environment and map your business workflows to identify the customizations
that will be retained and those that will need to be redeveloped.
Direct client data clean-up•
Plan items to be transported•
Research functionality and workflows•
Research areas of functionality conflict•
Document upgrade approach, refine•
project plan
Design
We develop a complete deployment plan that ensures a rapid and successful implementation.
Present plan to resolve areas of functionality conflict•
Document upgrade approach and refine project plan•
Build
We install the development project as specified in the deployment plan.
Set up development environment•
Set up customization system•
Upgrade platform in development mode•
Upgrade access method in development mode•
Perform customizations•
Merge new or changed security groups•
Transport the RTR files•
Make refinements/fixes•
Conduct unit testing•
“I had a high degree of confidence in Pivotal’s
Professional Services team. One of the things
I requested was that the same team lead this
upgrade because they were so familiar with
the earlier upgrade.”
Pivotal Upgrade Customer

3. Test
We test the system to verify it is functioning as specified in the statement of work.
Plan tests•
Set up test environment•
Test condition/case development•
Functional system testing•
Deploy
We work with you to meet your training and support needs. It’s ready for rollout and knowledge
transfer begins.
Prepare lists of steps for client implementation•
Implement upgraded BM•
Upgrade server software and platform code•
Roll out customer access method upgrade•
Upgrade deployment support•
Upgrade server software and platform code•
Learn More About Pivotal Professional Services
Learn more about the wide range of implementation, optimization, and upgrade services that accelerate and increase return on your Pivotal CRM
investment, while reducing total cost of ownership. Call us today at +1 877-PIVOTAL (+1 877-748-6825) or visit us at http://www.pivotal.com.
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