Pivotal CRM platoform v. 5.9 constitute a complete basis which enables building a CRM class applications that support processes of anaging relationships with customers in an enterprise. The following article is the first from the series which will explain in detail the architecture of Pivotal CRM solution.
One of the Pivotal CRM creator’s guidelines was to form a solution which could be simply adapted for practically any process connected with a customer’s service. In the days when most of CRM systems requiered from users some kind of adjustment of their processes, Pivotal’s approach was revolutionary. Thanks to this guideline,practically any element of Pivotal CRM system can be changed. The only limitation remain the rules of user’s interface operation, general rules of data storage in the system and, of course, the predefined solution’s architecture. Nowadays, other, rival systems offer a similar degree of system’s modification, however, Pivotal system’s mechanisms, developed for years, make the implemantation process flexible and the course of new functionalities’ implemantation fast and efficient.
Pivotal CRM platform is a 3-tier solution, with separated data tier, business logic tier and data presentation tier.
Data tier
Pivotal CRM platform in order to data storage uses databases of two producers: Microsoft SQL Server and Oracle Database Server. On the databases’ server two databases are created, which enable a proper functioning of application.
First one is so called Business Module - a database including metadata -information on the CRM application operation, data structure, forms, authorizations’ system and many more complex mechanisms. In Business Module (BM) you can find all information necessary for system’s functioning, whereas physical system data, collected during the system’s operation, is not stored there.
For its storage second database, so called Enterprise Data (ED) is used. It is database created by Pivotal CRM system on a foundation of definitions stored in the BM base. Thanks to this separation, a full access for enterprise’s data is possible, using other external tools, e.g. reporting tools.
Business logic tier
A central element of business logic tier is an application server called Business Server. It is a set of dedicated system’s processes enabling a proper operation of business logic, as well as providing data for presentation tier and facilitating an integration with other systems using accessible XML API.
The second element of business logic tier is a license server introduced in 5.9 version of system - License Server. It is responsible for supervising an use of licenses’ amount by system’s users.
Next component of Pivotal CRM platform is Pivotal Data synchronization Manager (DSM) - a tool responsible for a synchronization of system’s data with satellite systems and mobile systems used by field employees. Satellite systems enable creating the one central CRM system, for example in a main office of the enterprise and the location of satellite systems in individual enterprise’s branch offices. Thanks to DSM a data exchange is provided between all of systems constituting the solution, as well as maintaining the central system which stores all the enterprise’s data.
The operation with mobile systems is analogous. The mobile systems enable installation of CRM application on the portable computers,
together with separated data scope, thanks to what the operation with system is possible even without an access to the Internet (offline). In the moment of the access to the network, the data from mobile system is sent to the main system in order to complete a main database and the separated fragment of the data in mobile system is updated with information that has changed.
Separated component of business logic tier is an application server Pivotal MarketFirst, used for automation of marketing campaigns. When it comes to use of it, it is integrated with Business Server by a dedicated connector.
Presentation tier
A presentation tier of Pivotal CRM platform includes a few kinds of the access to the system: Windows Access, Rich Client, Thin Client, Wireless Client and Pivotal HandHeld.
Pivotal Windows Access in an Win32 application installed on each workstation. It is so called fat client of Pivotal CRM platform. In this option, the application realizes a direct client-server access to the database, whereas a part of business logic can be called up from the application server in the business logic tier. In the special cases it is possible to avoid the business logic tier in the Windows Access interface.
Pivotal Rich Client (called also Active Access) is an access to Pivotal CRM system using the Internet Explorer web browser. During the first start of application at the workstation, the ActiveX components are installed, which enables a proper operation of the system. An access by Pivotal RC is realized using the Business Server application server.
Pivotal Thin Client (also known as eService and ePartner) is an access to Pivotal CRM system with use of any web browser. In this interface no ActiveX components are installed, thanks to what it is possible to work with the CRM system using any of web browser. However, a process of customization of the application is more complex and time-consuming. The functionality of application is also poorer than in the Rich Client or Windows Access interface. Usually, a Thin Client interface is dedicated for making accessible some functionalities of CRM system for customers or partners (for example registration of support incidents, making orders, knowledge base), however there are also the implementations where in the Thin Client interface an access for all CRM system features is realized.
Pivotal Wireless Client is an access using portable devices. It is an application available by WAP protocol, and that is why its functionality
is limited to the basic and simple system’s functionalities.
Pivotal HandHeld is a mobile solution for BlackBerry platform. Thanks to the separated tool for a application’s configuration it enables creating advanced functionalities for the portable devices.
A profound knowledge of strong and weak sides of each interface enable
choosing a proper solution adapted for individual customer’s needs. A broad spectrum of access possibilities enables making automatic any
process of customer’s service in the enterprise.
In the next article I will describe more precisely a difference between the main interfaces: Windows Access and Rich Client, as well as
the main applications available for Pivotal CRM platform.
