Secure Document Systems Selects Pivotal CRM Solution to Increase Customer Satisfaction

Pivotal solution to automate customer service operations, enabling Secure Document Systems to deliver faster and more efficient service to its customers


North Vancouver, BC, August 17, 1999 — Pivotal Corporation (Nasdaq: PVTL), a leading developer of mid-enterprise e-customer relationship management applications for the Microsoft® BackOffice® platform, today announced that Secure Document Systems, a payment solutions provider for businesses, has chosen Pivotal Relationship to manage its customer support area, sales force initiatives and accounting activities. Secure Document Systems will deploy the first phase of its CRM solution in its customer support area, providing employees with a robust solution for managing effective customer relationships enterprise-wide.

Secure Document Systems chose Pivotal Relationship because of the solution's superior out-of-the-box functionality, standardized reporting, customizability, and scalability. Pivotal Relationship's call tracking and call escalation capabilities plus the ability to build an up-to-the-minute, customized knowledge base will enable Secure Document systems to automate its business processes and leverage its corporate communication. In the future, Secure Document Systems plans to develop a customer self service Web site and enable its customers to access the company's knowledge base through its Web site, further enhancing the customer support function.

"Pivotal Relationship offered the cost-effective, comprehensive solution we were looking for in a customer relationship management solution," said Sherry Rathburn, chief information officer, Secure Document Systems. "By integrating information flow between departments and centralizing customer information, Secure Document Systems now has a powerful tool to deliver support faster, and more efficiently to its customers."

The second phase of the Pivotal Relationship implementation will be deployed in Secure Document Systems' sales force and accounting departments. Pivotal Relationship provides an integrated, 360° CRM solution allowing users to systematically manage all interactions, transactions, information, and knowledge that comprise the entire customer life cycle. Secure Document Systems' sales team will be able to leverage customer relationships through contact details, current and historic activities, opportunities, orders and information generated through customer service calls.

"A company like Secure Document Systems that focuses on providing its customers with efficient business solutions recognizes the impact technology can have on the efficiency of the business cycle," said Norm Francis, president and CEO for Pivotal Corporation. "Pivotal Relationship allows Secure Document Systems to service its customers based on their individual needs, resulting in stronger relationships and long-term customer retention."

About Secure Document Systems

Headquartered in Jacksonville, Florida, Secure Document Systems is actively engaged in the development and marketing of business-to-business payment systems to a variety of market segments, including financial services, insurance, banking, state and local government, and manufacturing. SDS is the pioneer in desktop-based MICR payment technology and today the company serves nearly 1,500 customers in all 50 states and 30 countries as well as nearly 100 Fortune 500 companies.

Pivotal Corporation is a global supplier of 360° eBusiness Relationship Management solutions that enable organizations to increase revenue by enhancing relationships with customers and business partners and conducting personalized online commerce. Pivotal's eBRM solutions fuse eCommerce, customer relationship management and business portals to automate sales, marketing, and customer service relationships between employees, business partners and customers over the Internet and corporate networks.

Pivotal's international distribution channel consists of direct salespeople, certified value-added resellers, systems integrators, technology partners and distributors. The company has more than 600 customers worldwide with more than 65,000 licensed users. Customers include Yahoo, Excite@Home, BottomLine Technologies, Micrografx, Hewlett-Packard Co., UNOCAL, Inc., Kimberly-Clark Corporation, Intel Corporation, Siemens Electric Ltd., USG Corporation, Lucent Technologies, Holophane Corporation, The Principal Financial Group and Sun Healthcare Group.
This release contains certain forward-looking statements that involve a number of known and unknown risks, uncertainties and other factors that may cause actual results of events to differ materially from those anticipated in our forward-looking statements. Factors that could cause actual results to differ materially include: rapid technological changes in the industry; volatility in the market price of the company's common stock; the company's ability to successfully manage its growth; the ability to maintain and grow successful third party relationships, to improve current products and develop new products, to adequately protect the company's proprietary rights, and other factors as described in the company's SEC filings. Although we believe that the expectations reflected in our forward-looking statements are reasonable, individual results may vary, and we cannot guarantee future results, levels of activity, performance or achievements or other future events. Moreover, neither we nor anyone else assumes responsibility for the accuracy or completeness of forward-looking statements. Jacqueline Voci
Tel: 425.897.6992
Fax: 425.897.8401
Email: jvoci@pivotal.com