The Dwyer Group Selects Pivotal for eBusiness Relationship Management

Pivotal to deliver eBusiness infrastructure to merge traditional business model with the Internet


Vancouver, Canada, January 18, 2000 — Pivotal Corporation (Nasdaq: PVTL) today announced that the Dwyer Group, Inc. (Nasdaq: DWYR), an international franchise management company with holdings in 50 states and 24 countries, has selected Pivotal to enhance customer relationships and create a flexible, scalable infrastructure for the company's eBusiness initiative.

"Pivotal's solution will enable us to fast-track our eBusiness strategy and provide personalized service for our customers and partners online," said Al Kruzel, chief information officer, the Dwyer Group. "The Dwyer Group has an ambitious and innovative eBusiness strategy - and we are confident that Pivotal will provide us with a comprehensive infrastructure for cutting-edge customer and partner service."

The Dwyer Group has chosen Pivotal eRelationship CustomerHub and Pivotal eRelationship PartnerHub, to extend the company's unique sales, service and marketing services online. The company is implementing an aggressive plan to transition its successful business model to a "clicks and mortar" strategy that incorporates both traditional business channels and the Internet. As a result, the company will be able to more effectively manage the operations of its global service-based franchising businesses.

Using the Pivotal solution, the Dwyer Group will be able to collaborate with franchisees on sales and marketing initiatives. The company will be able to accurately identify areas for new franchise development and establish, develop and maintain collaborative partnerships with providers of home service parts, equipment and installation services. The objective of the strategy is to increase revenue by strengthening the company's relationships with franchisees and customers.

According to Norm Francis, president & CEO, Pivotal Corporation, "The Dwyer's Group's vision of eBusiness is undoubtedly setting an example for companies in every industry that want to vitalize their customer and partner relationships using the Internet. The company has successfully built solid relationships with franchisees across the globe - and now, with its aggressive eBusiness plans, Dwyer will build eRelationships to further the company's competitive advantage and empower its channel to conduct eSales, eMarketing and eService."

About The Dwyer Group, Inc.

Headquartered in Waco, Texas, the Dwyer Group supports approximately 750 franchises in the U.S. and Canada and 400 franchises in 23 other countries. The company offers a comprehensive range of residential and commercial service concepts, including Rainbow International Carpet Dyeing and Cleaning Corp.™, Mr. Rooter Corp.®, Mr. Electric Corp.®, Mr. Appliance Corp.®, Aire Serv Heating & Air Conditioning Inc.®, and Glass Doctor®. These specialty service franchises, along with Dwyer Group's associated business, Worldwide Refinishing Systems Inc.®, benefit from the firm's consistently applied business systems and its expertise in marketing, advertising, counseling and training.
Pivotal Corporation, The eBusiness Relationship Company, enables organizations, globally, to capitalize on the power of the Internet and increase revenue by providing highly scalable, 360° eBusiness relationship management (eBRM) Web, wireless, and hosted solutions for eMarketing, eSales, eCommerce, and eService that engage customers, business partners, and employees in personalized, one to-one relationships. The Pivotal eRelationship 2000 eBRM solution provides personalized, intelligent, self service relationship hubs for customers and business partners integrated with a unified digital workplace for front office employees. Pivotal solutions combine eCommerce, business portal, and customer relationship management capabilities within a flexible, scalable, standards-based architecture ideally suited to the needs of B2B organizations seeking to merge the power of the Internet with traditional business models. The Pivotal eRelationship 2000 solution holds the current eBRM world record for scalability on the Microsoft Windows 2000 business Internet platform, benchmarked at 20,000 concurrent users averaging less than one second in response time. Pivotal solutions are exclusively to optimize the Microsoft Windows 2000 and Windows NT 4.0 operating platforms.

Pivotal solutions are sold in 34 countries and available in English, French, German, Spanish, Portuguese, Swedish, Japanese and Chinese. Pivotal's worldwide customer base comprises over 700 organizations in traditional market sectors and the new digital economy, including KPMG, CornerDrugstore.com, Ericsson, Medpool.com, HarperCollins Publishing, Deutsche Bank, FOSS, Trader.com, Southern Company, Lucent Technologies, NEC, Deloitte & Touche, Principal Financial Group and Red Cross Australia.

Pivotal is a public company traded on the NASDAQ under the symbol "PVTL" and can be found on the
Web at http://www.pivotal.com.

This press release contains forward-looking statements, including statements about the manner and timing of deployment and performance of the Pivotal eRelationship solution to be deployed by The Dwyer Group. Actual events or results may differ materially from those described in the forward-looking statements due to a number of risks, uncertainties and other factors, such as the need to develop, integrate and deploy applications to meet The Dwyer Group's requirements, the possibility of development of deployment difficulties or delays, the dependence on The Dwyer Group's satisfaction with Pivotal's eRelationship solution and its continued commitment to the deployment of the solution. Forward-looking statements are based on management's estimates, beliefs and opinions on the date the statements are made. Pivotal assumes no obligation to update forward-looking statements if circumstances or management's estimates, beliefs or opinions should change. Jacqueline Voci
Tel: 425.897.6992
Fax: 425.897.8401
Email: jvoci@pivotal.com