Visa International Asia Pacific Deploys Pivotal CRM

Industry leader chooses Pivotal’s Web-based CRM software for its Asia Pacific operations

Vancouver, BC, November 7, 2002 — Pivotal Corporation (Nasdaq: PVTL; TSE: PVT), the leading provider of customer relationship management (CRM) software for mid-sized enterprises, today announced that Visa International Asia Pacific has deployed the Pivotal CRM suite. The company is using Pivotal CRM to improve collaboration across the organization and enhance customer service.

Visa, the world’s leading payment brand, created a CRM strategy to fulfill its operating philosophy to deliver the highest possible standard of service to its member financial institutions. This initiative, known as ‘Visa in Touch’ required a powerful CRM system that would create a centralized customer repository and allow employees throughout Asia Pacific to easily manage member interactions across multiple geographies and product lines. After evaluating several major CRM vendors, Visa chose Pivotal CRM for its easy-to-use customization capabilities, flexibility and fast time-to-deployment.

“At Visa we are furthering our history of customer service excellence with a CRM strategy that will enable us to better help our members increase the business they conduct using Visa’s payment solutions,” said James Murray, executive vice president, Visa International Asia Pacific. “We selected Pivotal because it is the most flexible, cost-effective way for us to work smarter – we can greatly increase collaboration and achieve an enhanced level of customer service across our organization.”

Visa has customers across more than 40 countries in the Asia Pacific region - each customer account is complex, and many have numerous contact points, geographies and time zones. This customer complexity combined with Visa’s broad and innovative line of payment solutions made collaboration on customer accounts and opportunities difficult. Using Pivotal CRM, Visa is able to simplify its business processes, improve account management, share information across Visa offices and track each customer’s unique needs, product usage and history.

According to Jim Warden, senior vice president of Asia Pacific, Pivotal, “Visa is a dynamic organization that plays a vital role in developing innovative payment products and technologies to benefit its 21,000 member financial institutions and cardholders. Visa has selected Pivotal to enhance long-term relationships with its customers. Through a deeper understanding of every member’s unique needs, Visa continues to advance the way it does business.”

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