Leading Retail Company in Europe Selects Pivotal for Demand Chain Management

UK-based Wickes Building Supply Ltd. selects Pivotal for rapid business impact


London, England, August 9, 2001 — Pivotal Corporation (Nasdaq NM: PVTL; TSE: PVT), today announced that Wickes Building Supply Ltd., the leading independent retailer of home improvement and gardening products in Britain, has selected the Pivotal Demand Chain Management solution suite. Wickes is deploying the Pivotal solution suite to integrate and streamline all sales, marketing and service processes. This technology strategy will enable Wickes to unify all constituents in the demand chain including: retail outlets, design centers, distribution centers, home delivery warehouses and the call center.

The company is leveraging the Pivotal solution suite to fuse the powers of customer relationship management (CRM) and eBusiness. Using Pivotal, Wickes is streamlining all aspects of its retail business including the design and sales processes for kitchens, bathrooms and bedrooms. Design consultants will have the tools at their fingertips to create comprehensive profiles that capture each customer’s needs and preferences. As a result, the company will improve customer service and increase business efficiencies by reducing errors during the sales process, quickly and accurately turning design drawings into customer orders, and providing timely delivery of products.

“Up until now, the design consultants in our stores have had to follow a complicated process to turn a design drawing into an order for a customer,” said Keith Riley, IT director, Wickes. “The new system streamlines everything -- everyone in the chain will have visibility of the order and be able to track it from selection through to delivery. It’s an extremely exciting project which will have an almost immediate positive effect on profits.”

For the second phase of its implementation, Wickes will implement that Pivotal solution suite in its call center and delivery operations. Call center agents will have up-to-the-minute customer information to facilitate superior customer service and support across all communication channels. Agents will have the information and tools to identify cross-selling and up-selling opportunities and track customer orders through each phase, from selection to delivery.

According to Mark Carlile, UK country manager, Pivotal, “Wickes is maximizing business performance and increasing market share by aligning all of its business processes to focus on the needs of customers. The Pivotal Demand Chain Management solution suite coupled with Wickes commitment to superior customer service is a winning combination that will increase customer retention, improve customer loyalty and drive fast business results.”

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 management solutions that deliver personalized customer experiences across every touch point in real-time. The Pivotal Demand Chain Management solution suite unifies 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 1000 organizations in traditional, commercial and public market sectors and the new digital economy, including KPMG, Intrawest Corporation, Goldman Sachs, 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