Leading Correspondent Bank Selects Pivotal for CRM

Using Pivotal’s CRM software, The Bankers Bank will power its contact center and connect its mobile sales force anytime, anywhere


Vancouver, BC, March 21, 2002 — Pivotal Corporation (Nasdaq: PVTL; TSE: PVT), the leading provider of sensible customer relationship management (CRM) software, today announced that The Bankers Bank, a leading provider of products, services and technology for community financial institutions, selected Pivotal for CRM. Using the solution, The Bankers Bank will launch a new contact center to offer an entirely new avenue of service to its customers. Red Clay Consulting has been selected to implement the Pivotal software.

Founded in Georgia, The Bankers Bank employs 220 professionals to serve more than 900 community financial institutions across the southern United States. The company offers community banks the products, services and technology required to compete with larger financial organizations. Now, more than ever, community banks need to fight for their survival, as larger financial organizations advance their technology and services to capture market share. To remain competitive and prosperous, community banks are turning to The Bankers Bank to provide their customers with sophisticated levels of customer service through leading edge technology.

“Community banks face the challenge of building new technology infrastructures to compete with the level of service the large financial institutions provide – The Bankers Bank is in the business of helping them overcome this challenge,” said Shaw Lokey, senior vice-president of marketing, “The demand from community banks across the nation is significant and growing – so we have to grow our own infrastructure to effectively service our customers. Pivotal’s advanced CRM software provides the right architecture and functionality to meet our needs – it's a sensible soluiton for a mid-enterprise company like us.”

A Mobile Sales Force -- On the Road to Service Customers

The Bankers Bank employs more than forty business development officers and product specialists -- frontline representatives responsible for managing customer relationships. These representatives spend a significant amount of their time on the road, traveling across southern states. To support them, the company required a system that would seamlessly integrate and synchronize its customer data with Lotus Notes.

Using Pivotal’s advanced synchronization capabilities, The Bankers Bank will be able to quickly transfer critical customer data from the Pivotal CRM system to Lotus Notes. Pivotal’s fast, one-step synchronization process will ensure that sales, service and marketing data is always up-to-date. Now, business development officers will have immediate access to the latest customer information including customer inquiries, service issues and meeting changes from anywhere, at anytime. As a result, officers will provide faster, more intelligent service to their customers when they are on the road.

The Contact Center Powered By Pivotal

Using Pivotal Contact Center, The Bankers Bank will launch its first multi-channel customer contact center to easily resolve service requests, deliver consistent service, minimize service costs and up-sell and cross-sell using intuitive, personalized service portals. By empowering its service agents with the latest CRM and interaction management technologies The Bankers Bank will be able to handle customer orders and requests over the phone, email or fax. The system will enable agents to capture, track, manage, escalate and resolve customer service requests.

In addition, contact center agents will use Pivotal to quickly notify and update business development officers of critical issues requiring immediate service within Lotus Notes from the Pivotal CRM database. Call center agents will escalate service issues deemed ‘business-critical’ directly to the appropriate business development officer. The officer will receive a pop-up notification box on their wireless device, or when synchronizing Lotus Notes with the Pivotal system. This allows the officer to immediately confirm to the customer that the problem is being resolved, improve the speed to resolution by accelerating internal communication, and ultimately enhance the long-term customer relationship.

According to Bo Manning, president and CEO, Pivotal, “Pivotal’s solid momentum in the mid-enterprise market continues to gain speed with the addition of innovative customers like The Bankers Bank. Using Pivotal, companies throughout the technology industry are building better businesses by focusing on the customer. The Bankers Bank is a prime example of the way today’s technology providers are innovating their business processes to increase customer response times, improve customer satisfaction – and increase revenues and margins.”

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’s customers are companies and business units in the revenue range of $100 million to $3 billion. Pivotal and its partners provide the software, services, and support required to produce significant improvements in marketing, sales, and service effectiveness for mid-enterprise companies. 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 http://www.pivotal.com
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, and the risks involved in developing software solutions and integrating them with third-party software and services. 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