Pivotal Ships Next-Generation Solution to Interpret Customer Behavior

Pivotal Digital Intelligence establishes new benchmark for demand chain analysis and understanding


Kirkland, WA, July 17, 2001 — Pivotal Corporation (Nasdaq NM: PVTL; TSE: PVT) today announced a powerful addition to the Pivotal Demand Chain Network solution suite -- Pivotal Digital Intelligence. This breakthrough solution provides dynamic interpretation of customer and business partner behavior. It extends beyond traditional analytics technologies by providing companies with meaningful business insight into customer and partner behaviors as they are happening. Armed with a greater understanding of the specific needs and interests of the demand chain, companies can employ a myriad of techniques to increase revenue generation by tailoring sales, marketing and service processes to maximize the customer experience.

“Understanding customer needs and preferences is key to driving product innovation, product bundling, marketing campaigns and ultimately revenue,” said Bill O'Connell, executive vice president sales & marketing, IMR. “Pivotal Digital Intelligence is a powerful solution that extends well beyond traditional business analytics. It provides IMR with the tools to dynamically analyze customer and prospect behavior as it occurs across multiple communication channels. As a result, IMR can maximize the return on investment of our sales, marketing and service processes and increase customer value by quickly adapting these processes to meet the demands of our customers.”

Traditional analytics tools are static and only reveal the basic patterns of customer groups -- this information presents limited business value. The Pivotal solution allows companies to optimize the experience of their entire demand chain by understanding how to effectively engage with prospects, partners and customers in traditional settings and over the Internet. This advanced technology enables companies to observe and interpret customer behaviors and trends as they evolve over time. As a result, companies can determine the success of marketing campaigns and content.

According to Norm Francis, president and CEO, Pivotal, “Companies are failing to capitalize on the powerful insight that their marketing activities can reveal about customer and partner preferences and revenue potential. Using Pivotal Digital Intelligence, companies have the opportunity to interpret behavior of their demand chain participants while it is actually occurring, giving sales, marketing and service decision makers a new arsenal of tools with which to address business opportunities. Traditional analytics tools are static and only reveal the basic patterns of customer groups -- this information presents limited business value. Pivotal Digital Intelligence allows companies to optimize the experience of their entire demand chain community by understanding how to effectively engage with prospects, partners and customers in traditional settings and over the Internet”

Pivotal Digital Intelligence collects, models and interprets customer and partner behavior -- and transforms this data into actionable business insight. The solution allows companies to segment customers according to needs, preferences and actions -- and target these segments with appropriate campaigns and information. Using the solution companies can accurately evaluate the success of marketing campaigns, Web content, product positioning and bundling, product promotions and site structure.

Another unique advantage of Pivotal Digital Intelligence is that it directly empowers sales, marketing and service professionals with the ability to oversee their own analyses and obtain information that is meaningful to their roles. As a result, these demand-side executives can develop finely-tuned strategies without the arduous task of extrapolating business meaning from click stream data.
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 and/or market changes in the industry; the ability to maintain and grow successful third party and customer 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. Leslie Castellani
Pivotal Corporation
Tel: 604/699-8151
Email: lcastellani@pivotal.com