Vancouver, Canada, March 14, 2000
Joint solution enables new generation of field service capabilities
— Pivotal Corporation (Nasdaq: PVTL) The eBusiness Relationship Company™, and ServicePlus Corporation, a leading provider of advanced eService Management Systems (eSMS) for field and depot service teams, today announced an agreement that will provide integrated Web, wireless and Windows field service and support capabilities for Pivotal customers.
"Companies that empower their customer service and support representatives in the field with integrated Web, wireless, and Windows technology will be light years ahead of their competitors," said Norm Francis, president and CEO of Pivotal Corporation. "Together, Pivotal and ServicePlus will provide companies the ability to deliver intelligent, anytime, anywhere field support with the immediacy that customers expect in the digital economy."
According to Scott Waller, president, ServicePlus, "Working with Pivotal, ServicePlus is allowing companies to provide faster, more responsive service and support to their customers. In the past, field service representatives often had to rely on dated or inaccurate customer information because they did not have access to the most current customer data that resided at the office. Now, with ServicePlus and Pivotal's Web, wireless, and Windows customer service solution, service and support personnel will be armed with up-to-the-minute information — allowing them to provide incomparable customer care."
Under the agreement, the Pivotal/ServicePlus integrated product solution will offer companies the ability to manage the entire customer relationship lifecycle from the initial point of contact with sales and support through the complete field and depot service process.
The combined Pivotal/ServicePlus solution gives support staff and service technicians a single interface for sharing valuable customer information to present a more unified front when dealing with customers. These customer service capabilities will enable companies to dispatch technical service requests through mobile devices that will display the complete customer profile, service history and precise details of the technical problems. The solution will enable field support personnel to send complete technical reports back to the office in real-time, place equipment orders and request assistance or information from the corporate database. Front office personnel can access and process this information in Web or Windows format.
As part of the agreement, the companies will undertake cooperative sales and joint marketing initiatives to promote the value of integrated Web and wireless customer service and eBusiness relationship management to a wider market. Among these activities will be co-location of ServicePlus sales and support staff in key Pivotal offices, a substantial marketing investment from Pivotal to build relationships with new and existing service centric customers, and numerous sales lead generation and prospecting programs from both vendors.
About ServicePlus Corporation
ServicePlus Corporation is a leading provider of equipment-centric end-to-end service management systems, which operate standalone or seamlessly integrate with customer relationship management and ERP systems. Our technologically advanced ServicePlus products enable organizations to strengthen customer satisfaction, decrease costs and increase revenues, thus extending their competitive advantage and increasing profits.
Founded in 1989, ServicePlus Corporation has earned a client base of over 1400 service organizations, and has developed unparalleled domain expertise in the service automation market. Customers include Fuji Photo, Nintendo, Microlise Engineering, Hennessy Industries, Aironet Wireless Communications, Motorola, Dalhousie University, County of Santa Clara, Gen-Probe Inc., Cornerstone Controls, and R2 Corporation.
ServicePlus can be found on the web at www.serviceplus.com.
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."
This press release contains forward-looking statements, including statements about the manner and timing of deployment and performance of the eField service solution to be deployed by ServicePlus and Pivotal. 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 customer requirements, the possibility of development of deployment difficulties or delays, the dependence on Pivotal's satisfaction with the ServicePlus solution and ServicePlus' 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.