Pivotal Signs Agreement with Metrix for Field Service

Companies target manufacturing sector with CRM and field service


Vancouver, BC, June 5, 2002 — Pivotal Corporation (Nasdaq: PVTL; TSE: PVT), the leading provider of sensible customer relationship management (CRM) software for mid-sized enterprises, and Metrix, Inc., a leading provider of world-class field service solutions, today announced a joint go-to-market agreement. The companies will deliver a joint offering that provides manufacturing and product service organizations a complete CRM solution with extended capabilities in field service. The offering is specifically targeted to meet the unique needs of the mid-enterprise market, companies and business units in the revenue range of $100 million to $3 billion.

“Field service is an essential extension to CRM for manufacturing and product service organizations,” said Harvey Shovers, vice president of sales and marketing, Metrix, Inc. “It allows the companies to quickly and easily dispatch appropriate field resources to remedy customer problems and identify opportunities to up-sell and cross-sell existing customers. Together, Pivotal and Metrix are helping mid-sized enterprises increase operational efficiencies, improve customer loyalty and increase revenue opportunities.”

The fully integrated solution is a complete, multi-channel service system that seamlessly transfers relevant data from the field to the necessary back-office and customer facing sides of the business for faster and more effective customer support. The Pivotal-Metrix solution offers comprehensive CRM capabilities for sales, marketing, service and support. It provides service organizations and mobile field service professionals with support for advanced product service revenue generating capabilities including entitlement, real-time service order tracking, Web self-service, automated contract renewals, advanced replace, and reverse logistics, as well as schedule optimization, parts logistics and invoicing.

Using the joint offering, field service professionals can quickly access and share critical customer information. It allows field service professionals to be more knowledgeable and responsive while on site with customers and it also allows customer-facing employees insight into what is happening in the field. Leveraging this information, field service professionals can immediately impact the bottom-line by capturing up-sell and cross-sell opportunities. The joint solution supports a variety of mobile devices including RIM Blackberry, Palm, and PocketPC.

As a part of the alliance, Pivotal and Metrix will participate in joint marketing activities including electronic direct mail, advertising, telebusiness and industry events, targeting key manufacturing verticals. Both companies will train their sales and service professionals on the joint solution to actively participate in sales engagements.

According to Cathie Frazzini, senior vice president of global alliance programs, Pivotal, “There is a significant demand in the manufacturing sector for a cost-effective and fast to implement CRM suite that includes field service. This joint offering is built on three-tier architecture and based on industry standards to meet the unique business and technical needs of this sector. Metrix and Pivotal are empowering manufacturing and product service organizations with the ability to offer more effective field service.”

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

About Metrix
Metrix Inc., the pioneer of the service automation industry, is the leading provider of eProductService™ solutions. Its Web-based software products and integrated applications address all aspects of the product service chain for organizations worldwide with on-site field service or repair center activities for industries including medical equipment, high-tech and electronics, measuring and control devices, telecommunications, third-party logistics, durable goods and other manufacturing.

Metrix’s headquarters are located in Waukesha, Wis., with additional offices nationwide. Its European headquarters are located in The Hague, the Netherlands: 31-(0)70-383-4114. Prolog Systems, Ltd. is an authorized Metrix distributor in the United Kingdom. Metrix can be reached at (800) 543-2130, (262) 717-6500 or at www.metrix.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, and such other 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