Pivotal Ships Next Generation CRM Service Solution

Pivotal streamlines customer service for cost-concerned and customer-focused companies


Vancouver, BC, October 2, 2001 — Pivotal Corporation (Nasdaq NM: PVTL; TSE: PVT), the leading provider of cost-effective CRM and eBusiness software, today announced a major upgrade to Pivotal Service - an interactive, personalized customer service suite featuring the industry’s latest contact center and self-service capabilities. Pivotal Service is designed to help companies increase revenue, reduce costs, and improve service consistency across the organization. The new suite, which includes Pivotal Contact Center and Pivotal Self-Service, provides call center workers and service professionals with all of the tools and information they need to provide exceptional customer service over the phone and Internet.

“Cost-effective customer service is a top business priority for companies across all industries as they strive to compete in a volatile economy,” said Kirk Herrington, CTO and executive vice president, product development, Pivotal. “Other CRM providers are delivering solutions that are colossal, expensive, and time-consuming to implement – they are out of touch with the cost constraints most companies face today. Pivotal has taken the initiative to develop customer-focused technologies that are matched with today’s business needs. Pivotal Service integrates seamlessly with Pivotal’s broad range of CRM, eBusiness and communication management capabilities to deliver immediate business advantages for companies that are committed to raising the bar for customer service.”

Pivotal Contact Center: A Next-Generation Service Solution

Pivotal Contact Center is a multi-channel customer service solution that enables call center agents to easily resolve service requests, deliver consistent service, minimize service costs, up-sell and cross-sell using intuitive, personalized service portals. The solution empowers service professionals with the latest eBusiness, CRM and interaction management technologies to efficiently capture, track, manage, escalate, and resolve customer service or support requests – and to identify new sales opportunities. The Pivotal solution supports all email, fax, phone and Web chat communications to serve customers anytime, anywhere.

Pivotal Self-Service: Reducing the Cost of Service

Pivotal Self-Service features interactive, self-service capabilities that intelligently guide customers through their service and support inquiries. Customers can easily resolve their problems and questions, access account and service history, interact with call center agents in real-time and receive assisted service through a personalized portal. As a result, companies can significantly reduce the cost of service by reducing the demand on their call center.

Service Analytics: Gaining Insight from Service Activities

Unlike alternative solutions, Pivotal Service features integrated, end-to-end reporting capabilities. Leveraging the suite, call center and service managers gain access to extensive data analysis, empowering professionals with key knowledge and insight to make better business decisions. The suite provides a complete view of the full scope of an incident over time and gives a rich history for detailed service utilization review and analysis. Customer service professionals can leverage this information to improve forecasting, resource scheduling and service processes.

Customer Self-Service Increases Service Response Times, Decreases Costs

Pivotal Service offers companies the opportunity to save money by moving some customer service activities to the Internet. Wind 2 Software, based in Fort Collins, Colorado, has received industry acclaim for the superior customer service levels the company has achieved using Pivotal Self-Service. The company can now quickly and easily escalate customer service requests to the right individual in the organization – to ensure that each request is dealt with intelligently and efficiently. As a result, the company has reduced service costs, increased customer response time, and improved customer satisfaction.

According to Dave Marvin president and CEO, Wind 2, “Our customer service standards are world class – so Pivotal was the right technology partner for us to work with. Using Pivotal Self-Service, we have reduced the number of active support requests awaiting response by 66 percent; increased billable revenue from credit cards by 25 percent; and enabled instant responses to sales leads that come in over the Internet.”

New Service Trend: Virtual Call Centers

As an alternative to the traditional call center, Pivotal Service offers companies the option of transitioning to a virtual call center model. Companies can put Pivotal technology in the hands of call center agents who work from home – and allow these agents to provide the same exceptional level of service they would in a traditional call center environment. This allows companies to reduce the cost of providing first-rate customer service while tapping into a labor force that prefers the convenience of working from home.

Pivotal Corporation enables large and medium-sized businesses worldwide to make, serve, and manage customers with superior speed and efficiency by providing CRM and eBusiness solutions that deliver personalized customer experiences across every touch point in real-time. The Pivotal 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 the newest industry 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 1300 organizations including, Hewlett Packard, CIBC, Goldman Sachs, HarperCollins Publishers, Hitachi Telecom Inc., Intrawest Corporation, Vivendi, Royal Bank of Canada, Southern Company and Ziff Davis Media Inc.

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. Leslie Castellani
Pivotal Corporation
Tel: 604/699-8151
Email: lcastellani@pivotal.com