World-leading IT Reseller Selects Pivotal for CRM

UK-based Micro Warehouse selects Pivotal to increase organizational collaboration, improve sales and service efficiencies and enhance customer satisfaction

Luton, UK, February 27, 2002 — Pivotal Corporation (Nasdaq NM: PVTL; TSE: PVT), the leading provider of sensible customer relationship management (CRM) software, today announced that Micro Warehouse, one of the world’s largest resellers of computer networking, hardware and software solutions, has selected Pivotal to improve business efficiencies and customer service.

As the global leader in the provision of computer software, Micro Warehouse helps over 2 million customers worldwide fulfill their business’ computer networking, hardware and software needs. The company offers customers over 25,000 products and support services to best fit their needs. Micro Warehouse has locations in six countries including the United Kingdom, France, Germany, North America and Canada.

Increasing Revenue, Margins and Customer Loyalty

To coordinate sales, service and marketing projects in the UK, the company needed a cost-effective, intuitive solution that would unify product and customer information gathered from multiple silos of data across the organization.

“We required a system that would allow us to manage our customers significantly better than our competitors,” said Nigel Foxwell, managing director, Micro Warehouse. “We selected Pivotal’s CRM software for its ease-of-use, rapid customization and speed of implementation. The Pivotal solution will radically change the way we do business by allowing us to focus on things we’re best at. Using the solution we will offer better service, use precise data for superior product marketing and ultimately increase revenue.”

A Phased Approach to CRM Implementation – Getting to Collaboration Faster

The first phase of the implementation will unify customer and account information across the organization. Prior to Pivotal, a team of field sales and business professionals used separate contact management and quotation systems. Now, the company is leveraging Pivotal to unify customer information stored across its multiple database systems to increase business results and improve customer service. The new system will make it easier for staff to process quotes and follow through on sales opportunities.

By deploying Pivotal in stages, Micro Warehouse is helping employees quickly and cost-efficiently adopt the system. According to Simon Napper, UK MIS manager, Micro Warehouse, “The phased implementation approach allows the management team to examine existing corporate procedures to see how Pivotal best fits our business requirements. Pivotal will eventually touch every part of our business.”

Information sharing is key. Using Pivotal, the customer service team and business professionals at Micro Warehouse will gain a better understanding of customer needs and buying habits. The company will access customer information including the precise details of when and what the customer last purchased. As a result, the company will increase sales and service productivity, enhance customer satisfaction and improve business efficiencies.

According to John O’Hara, executive vice president, EMEA, Pivotal, “European-based enterprises, such as Micro Warehouse, are selecting Pivotal because we offer a sensible CRM solution that is designed to deliver immediate results in revenues, margins and customer loyalty. We are committed to working closely with our customers to ensure that they realize immediate success from their CRM strategy.”

Pivotal Corporation offers clear, complete and sensible Customer Relationship Management (CRM) software that delivers results for a fraction of the cost of typical CRM software. Pivotal and its partners provide the software, services, and support required to produce significant improvements in marketing, sales, and service effectiveness for entrepreneurial enterprises. More than 1,400 companies globally use Pivotal including: Hewlett Packard, CIBC, HarperCollins Publishers, Hitachi Telecom Inc., Intrawest Corporation, Vivendi, Royal Bank of Canada, Southern Company, and Ziff Davis Media Inc.

Pivotal's advanced software technology includes powerful capabilities in: CRM, Internet commerce, interactive selling, partner management, corporate portals, and wireless technologies. For more information visit
This press release contains 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 a number of risks, uncertainties and other factors, such as the need to develop, integrate and deploy applications to meet our customer's requirements, the possibility of development or deployment difficulties or delays, the dependence on our customer's satisfaction with Pivotal’s CRM software, its continued commitment to the deployment of the solution, the ability to attract and retain our current and future employees, the risks involved in developing software solutions and integrating them with third-party software and services, the possibility that competitors will introduce new and improved products and services and the need to compete successfully with existing and new products and services offered by competitors. 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