Discover Best Practices for Private Equity Software

The Altvia Help Center

At Altvia, we know that mastering new products—and new features when updates are released—takes time and that your time is a valuable commodity. We’re software users ourselves, so we understand that getting the most from a mission-critical solution and attending to the tasks on your plate can feel like competing priorities at times. That’s why we’re dedicated to making learning easy and intuitive for our private equity software customers. How do we do that? One way is through the Altvia Help Center.

This easy-to-use online learning center helps users increase productivity and efficiency when product enhancements are released, and continually find new ways to improve processes—from internal workflow to interactions with external stakeholders.

Accelerate the Private Equity Software Learning Curve With Our Online Learning Center

The Altvia Help Center is an excellent and always-evolving source of best practices on our private equity software solutions. But all the great information it offers would be wasted if it wasn’t easy to find. From that perspective, our carefully crafted user interface is just as important as the insights available.

It provides several ways to query the database. For example, you can use the search function that’s front-and-center when you visit the homepage. Or you can find what you need in helpful categories like Training, Help Articles, and Contact Support.

Advanced Resources & Best Practices at Your Fingertips

For many private equity professionals, there is no set “workday.” Work happens when it happens—evenings, weekends, or whenever investors or other stakeholders need you. That’s why 24/7 access to answers to your most pressing questions is vital.

The Altvia Help Center is always “open” and accessible from wherever you have internet access. You can get answers to your questions about our products and services anytime, anywhere, as well as other valuable information. 

This includes: 

  • Clear, concise, up-to-date online help. We work hard to ensure our help information answers questions quickly and completely so you can get informed and get on with your tasks.
  • Resources and articles. You’ll find a wide variety of resources in the Altvia Help Center. There are articles on how to use specific products, tips on how to streamline your processes for maximum efficiency, and a knowledge base packed with information that can make your job easier.
  • Best practices. Interested in becoming a power user of your private equity software? The Altvia provides tactics for activities like contact management, data management, and much more that help your firm get maximum value from your solutions.
  • Access to our private equity software support team. If you don’t find the answers you’re looking for in the Help Center, you can use the Submit a Request function to open a help ticket, and our dedicated support team will get in touch with you as soon as possible.

An Ever-Improving Resource for Your Private Equity Software

We’ve all used online help systems—whether for private equity software or some other system—that clearly haven’t been updated in many months if not years. The resources you have access to in the Altvia Help Center are reviewed regularly and updated as needed. Plus, we’re continually adding new items to keep you informed and give you the competitive edge that’s more important than ever in private equity!

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A traditional crm was built for general ‘customer’ scenarios

Software platforms have made the world a better place by making work a better place. Indeed the world is better off when people enjoy their jobs even marginally more, and workplace applications on big CRM platforms like Salesforce.com have done that and much more.

But the potential that platforms like these offer presents diminishing returns: once the platform provider has engineered too many industry specific components into its platform, its usefulness for other industries begins to be threatened, and with that so do the usefulness of the component tools built into the platform.

So it is with the CRM category that Salesforce.com has defined: it is generic enough to work for many industries, and yet still offers the potential for others to round off the edges and nail more vertically-oriented and extremely tailored software solutions.

Private capital markets are actually a great demonstration of this dynamic. Where generic CRM platforms simplify — appropriately so — to assume there’s a business, a customer, a sale, and service of that customer, there are a few industry-specific pieces that are missing.

Take for example, that investors become customers by investing through legal entities the GP raises. It’s a subtle but important nuance that just doesn’t make sense at a platform-as-a-service level (because it’s overly complicated for a simple one-time sale that many industries require), but which can easily be added without 10 years or software engineering. Once provided, the rest of the platform’s components become tremendously powerful again and you’re set to take over the world.

As a traditional CRM in our pillars methodology, these nuances must be present to properly account for investors in these legal entities, potential target companies and which are owned by these entities, the context of all interactions with these parties (as well as the appropriate overlap, ie co-investments), and how you’re arriving at finding these opportunities on both sides of the equation, such that you’re able to piece together what’s effective and what’s not. Not just because we say so, but because these are the very relationships and data that are key to the motivation behind a CRM in any industry.

It’s critical, too, that the valuable publicly-available information that helps to enrich CRM systems and save users painful steps of entering it themselves is fully-integrated at the platform level.

Again, look no further than the 3,000+ pre-built integrations that Salesforce.com — the creator of the CRM platform concept — has at a platform level to do so, and which only exists by way of holding just short of overly-specifying certain industry workflows that would present challenges to properly integrate.

Stakeholder reporting and communication (investor relations) draws on a range of datasets

The traditional “customer service” model of CRM systems once again makes overly-simplified assumptions about the customer relationship when applied to private capital markets.

In fifteen years I personally have yet to hear the terms “warranty” or “service call” in this market because it’s just not the same. But make no mistake, as uncomfortable as it may be to say aloud, customer service is more important now than ever and it’s constantly happening; the industry is, after all, considered to be a financial “service”.

As it turns out, that service is primarily information-based — it’s driven by data and takes the form of reports and analysis that drive decisions, and then end up again in investor-facing reports and analysis.

The foundational elements of a private capital markets CRM must be built such that they accommodate this data (like we discussed above), but so too that it can accommodate additional supporting data that investors (customers!) need in the context of service.

Oftentimes this supporting data — financial metrics and time-based values, for example — is believed not to meet the traditional definition of CRM and the natural thought is “well, better do this in Excel!”.

While I happen to believe Excel is still the greatest software application ever built, its introduction to this value chain we’ve discussed herein actually creates the problem many firms suffer from: key data needed to provide customer service (again: effectively the entirety of a firm’s reports and analysis) is now in disparate systems and detached.

Both of those dynamics are important and distinct: not only is this supplemental data disparate, but when brought together there is no logical association that can be made between the two data sets.

Allow me, then, to make the point very simply: not only can this financial and time-based value data (you may be thinking about is as “portfolio monitoring” or “accounting”) be a part of a CRM, it is arguably the most important part of a CRM because it’s at the core of what providing service to the customer entails — information that comes out of data!

Firms need a digital method to engage stakeholders (ie investor portals)

Investor portals are not new; in fact, for many of us — including myself — they conjure up horrifying nightmares in which we’re aimlessly guessing at folders to find the newest document we need.

So in lies the opportunity: not only have the portals we’ve come to hate not simplified the process of acquiring information, they’ve failed to create an entirely new experience that is “customer service” driven.

To be fair, this is not a B2C market where you’d be long out of business for not having focused on customer service and thus the customer’s technology-driven experience. But don’t expect to be around too much longer if you aren’t thinking about this shift.

Today’s institutional investors increasingly expect this same consumer-like experience, and a massive opportunity is being missed by not providing it. It’s not about providing them the experience they desire; it’s more about the ability to measure engagement that is had in return.

Put simply: what’s keeping the market from providing this experience is the availability of the information that’s required to create the service that provides the experience.

If you’ve hung in this long, you know that by focusing on your CRM, you have the data that’s required to manage the customer relationship and the technology-driven experience through which that information is shared to create a differentiated and opportunistic customer experience.

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