Pacific Life Insurance Company Selects Pivotal for CRM

Pivotal the ‘right fit’ for Annuities & Mutual Funds Division

Vancouver, BC, August 7, 2002 — Pivotal Corporation (Nasdaq: PVTL; TSE: PVT), the leading provider of customer relationship management (CRM) software for mid-sized enterprises, today announced that the Annuities & Mutual Funds Division of Pacific Life Insurance Company has selected Pivotal’s CRM software, including Pivotal Wireless, to manage multiple sales channels, improve sales productivity and increase collaboration across the division. The Annuities & Mutual Funds Division is also leveraging Pivotal’s straight-forward and responsive business approach and consulting services designed to help drive measurable business results from its sales and CRM strategy.

“We selected Pivotal because the company offered a complete package: a strategy that allows Pacific Life to start with a sales initiative that builds into a CRM framework; a contract that allows us to know the total cost of each initiative upfront; and the flexibility to understand and adapt to our needs,” said Phil Teeter, vice president of technology, Annuities & Mutual Funds Division, Pacific Life. “Pivotal was the best fit for our division. The other CRM software providers were either too complex and difficult, or only provided out-of-the-box, shrink-wrapped contact management capabilities.”

Doing Business Pacific Life’s Way

Pivotal’s responsive business approach and results-driven services program are helping to make Pacific Life Annuities & Mutual Funds Division’s CRM investment predictable and measurable. Pivotal is designed to help companies like Pacific Life identify, measure and achieve meaningful business results from their CRM initiatives.
According to Teeter, “We are working with Pivotal to develop specific strategies to improve sales activity, client responsiveness and overall revenue performance. Pacific Life is also leveraging Pivotal’s strategic consulting program to help us mitigate the risk of embarking on a significant CRM strategy. By taking this approach, we have very clear deliverables and expected results from our CRM initiative.”

Pivotal CRM: Keeping People Connected

The division’s ability to effectively collaborate on sales opportunities depends on a consistent, seamless flow of information between sales team members. To support this goal, Pacific Life Annuities & Mutual Funds Division selected Pivotal Wireless to connect sales professionals, which are known in the Annuities & Mutual Funds Division as internal and field wholesalers. This is an important requirement given that field wholesalers typically spend at least four days a week on the road meeting with customers and prospects. Using Pivotal Wireless, wholesalers can quickly access up-to-the- minute customer information, easily respond to sales inquiries and make timely sales decisions.

Seamless Synchronization

Pivotal’s strong mobile synchronization capabilities was also a factor in Pacific Life Annuities & Mutual Funds Division’s decision to select Pivotal’s CRM. Pivotal’s user-friendly and unobtrusive synchronization process helps to ensure that mobility is seamless. Using HTTP, Pivotal efficiently transports data between the server, mobile client and satellites to improve reliability, lower the total-cost-of-ownership and create a superior customer experience.

According to Bo Manning, president and CEO, Pivotal, “We are helping companies like Pacific Life to raise the bar in CRM excellence with a strategy focused on increasing revenues, margins and customer loyalty. Pivotal continues to gain momentum in the insurance industry by offering a straight-forward business approach and complete CRM suite that delivers fast results and significant business value.”

About Pacific Life Insurance Company

Founded in 1868, Pacific Life provides life and health insurance products, individual annuities, mutual funds, group employee benefits, and offers to individuals, businesses and pension plans a variety of investment products and services. Over the past five years, the company has grown from the 20th to the 15th largest life insurance company in the nation.1 The Pacific Life family of companies manages more than $357 billion in assets, making it one of the largest financial institutions in America, and currently counts 80 of the 100 largest U.S. companies as clients.2 Additional information about Pacific Life can be obtained at its Web site,

Pacific Life is rated A++ (superior) by A.M. Best, AA+ (very strong) by Standard & Poor's, AA+ (very strong) by Fitch Ratings, and Aa3 (excellent) by Moody's for financial strength.3 Pacific Life is a member of IMSA (Insurance Marketplace Standards Association), whose membership promotes ethical market conduct for individual life insurance and annuities.

1 The Townsend & Schupp Company, based on assets, as of December 31, 2001.
2 Data compiled by Pacific Life using the 2002 FORTUNE 500â list.
3 These ratings do not apply to the safety or performance of any separate accounts or mutual funds.

Pivotal Corporation is the only CRM company that is 100 percent purpose-built to serve the unique requirements of mid-sized enterprises. Pivotal delivers software and services that produce meaningful increases in revenues, margins and customer loyalty for companies and business units in the revenue range of $100 million to $3 billion. More than 1,500 companies around the world use Pivotal including: CIBC, Centex Homes, HarperCollins Publishers, Hitachi Telecom Inc., Premera Blue Cross, Royal Bank of Canada, Southern Company, and Vivendi.

Pivotal's complete CRM software suite includes capabilities in marketing, sales, service, contact centers, partner management and interactive selling. 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, 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