Clients & customers speak:

Pivotal CRM

Customer & Partner Comments:

“Pivotal 6.0 provides us with an intuitive and flexible navigation that we can tailor to suit our business processes”

“Your Microsoft Outlook integration solution is integrated so seamlessly with Outlook that this is truly the best of class even comparing to Microsoft CRM”.

“... revolutionary usability improvements...”

“Paul worked closely with the Pivotal Program Management team, driving revolutionary usability improvements into functional specifications and into the product design/implementation. The results of Paul's work surpassed all the expectations of our customers and prospects.”
- Tatiana Kouchnareva, Director, Program Management, CDC Software/Pivotal

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Case Studies > Pivotal CRM 6.0 Case Study

Overview

CDC Software provides enterprise CRM software and services designed to help organizations across more than 50 industries to deliver better customer experiences while increasing efficiencies and profitability.

Goal

To produce the next-generation Pivotal CRM end-user platform with significant usability and productivity gains while still being able to support complex custom workflows.

Paul's Role

Pivotal CRM 6.0 was the next release of the CRM product suite and Paul was chosen to help guide the overall user experience design partway into the products development.

Challenges

A fully-customizable CRM platform is a complex and extensive software product. Development teams were located in both Vancouver and Bangalore, India.

Approach

  • Provided conceptual and detailed interface design for various key areas of the Pivotal CRM 6.0 smart client, including overall navigational structure and content presentation.
  • Collaborated with the Pivotal Program Management team on a wide range of features, including Outlook Integration and the Advanced Search Designer.
  • Created and delivered a customized two-day training course on a wide range of practical user-centered design (UCD) methods and user interface design principles.
  • Provided on-going UCD coaching and mentoring to Pivotal Program Management team members.

Results

Paul's work on Pivotal 6.0 lowered barriers to user adoption with task-based navigation, seamless integration with external tools, and a design that balanced familiarity with the software's powerful personalization features.

Pivotal 6.0
Pivotal 6.0