Pivotal Solution Achieves Rapid ROI for Leading Credit Union

North Shore Credit Union testifies to sales revenue increase using Pivotal and Microsoft .NET


Vancouver, BC, February 15, 2001 — Pivotal Corporation (Nasdaq NM: PVTL; TSE: PVT) today announced that North Shore Credit Union (NSCU), a full-service, community-based credit union with assets over US $500 million, has realized a definitive return on investment using the Pivotal Finance Demand Chain Network solution suite and the Microsoft .NET platform. NSCU reports that using the Pivotal solution suite, senior financial advisors at NSCU have increased their sales revenue in fourth quarter 2000 by almost 20 percent over fourth quarter 1999.

This success directly demonstrates the value proposition of the Pivotal Finance Demand Chain Network solution suite on the Microsoft .NET platform. Financial services companies have an immediate opportunity to impact revenue generation and business agility by implementing a Pivotal-Microsoft solution.

Leveraging the deep expertise of the Pivotal Finance Industry Solutions Group and the Pivotal Finance Demand Chain Network solution suite, NSCU has substantially increased sales revenue by delivering quick intelligent customer service across all touch-points, identifying member buying trends and service preferences, building extensive profiles that identify up-selling and cross-selling opportunities and conducting marketing campaigns that are personal, precise, relevant and timely.

Rather than waiting for a member to walk in to request a loan, mortgage, or financial consultation, NSCU uses Pivotal to create profiles that analyze factors such as age, family situation, life stage and financial outlook to identify likely candidates for financial services. Through profiling, NSCU makes an intelligent assessment of who is likely to be considering a mortgage, life insurance or a more comprehensive financial plan. Additional value is created by isolating gaps in the profile and using these gaps to presuppose when an individual has mortgages, loans or investments elsewhere.

Using profiling knowledge, NSCU conducts financial reviews that demonstrate the value NSCU can provide to its members through consolidation and enhanced financial services. In addition, NSCU can now ask its members how they want to be served. Do they want Internet banking, but prefer a face-to-face discussion about loans? Using the answers to these intricate questions, NSCU is directing resources and increasing value according to the needs of its members.

"Using the Pivotal Finance Demand Chain Network solution suite and the Microsoft .NET platform, NSCU has realized a significant return on investment in a short timeframe," said John Allen, senior manager, Member Relationship Programs at North Shore Credit Union. "The switch to the Microsoft .NET platform enables the company to leverage the scalability and flexibility required to rapidly advance our business initiatives. Our return on investment, achieved six months after deployment, is a testament that Pivotal is a smart, safe investment for financial services companies."

Pivotal has a history of success in the financial services industry with a roster of customers including, ING Baring, Goldman Sachs, Dain Rauscher, DataWest Solutions and Principal Financial.

According to Vince Mifsud, chief operating officer, Pivotal, "In order to help companies lower the risks inherent in new technologies, Pivotal is working with them to develop strategies and systematic processes for measuring and tracking ROI. It is not enough to claim 'customer satisfaction' in a market that measures success in dollars and cents. Pivotal is committed to helping companies by delivering results that directly impact revenue."

According to Frederica Carpenter, CRM industry manager, Microsoft Corporation, "Microsoft and Pivotal continue to see solid traction by companies that require fast time-to-results and rapid revenue generation. North Shore Credit Union is a proof point that financial services companies can quickly accelerate business agility, revenue generation and customer retention with Microsoft and Pivotal."

Pivotal Corporation enables large and medium-sized businesses worldwide to make, serve, and manage customers with superior speed and efficiency by providing XML-based demand chain networks that deliver personalized customer experiences across every touch point in real-time. These networks unify Internet commerce, CRM, eSelling, and wireless technologies to manage collaborative relationships between customers, business partners, and employees; guide intelligent commerce transactions across multiple channels; seamlessly integrate the demand chain with the supply chain; and fully exploit Microsoft platform standards.


Pivotal solutions are sold in 35 countries and are available in English, French, German, Spanish, Portuguese, Swedish, Japanese and Chinese. Pivotal's worldwide customer base includes more than 1,000 organizations in traditional, commercial and public market sectors and the new digital economy, including KPMG, Intrawest Corporation, Emerson Electric, US Filter, Ericsson, Nissan Motor Corp., HarperCollins Publishers, Qiagen Inc., Deutsche Bank, Trader.com, Southern Company, Lucent Technologies, Inc., NEC, Deloitte & Touche, Principal Financial Group and Red Cross Australia.


Pivotal is a public company traded on the NASDAQ under the symbol “PVTL” and the Toronto Stock Exchange under the symbol “PVT.” More information can be found on the corporate Web site at http://www.pivotal.com.

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