Pivotal Ships Specialized CRM Solution for Commercial Banking

Pivotal addresses market demand in commercial banking for a cost-effective, powerful CRM solution


Vancouver, BC, January 23, 2003 — Pivotal Corporation (Nasdaq: PVTL; TSX: PVT), the leading provider of customer relationship management (CRM) software for mid-sized enterprises, today announced the general availability of its latest vertical offering – a cost-effective and powerful solution for commercial banking. Built on Pivotal’s three-tier, meta-data driven architecture, the solution features comprehensive out-of-the-box commercial banking functionality, a highly adaptable data model, and robust customization tools – lowering the total-cost-of-ownership while enhancing performance and productivity.

“Commercial banks have been traditionally constrained with a set of CRM applications that are expensive, risky-to-implement, and cumbersome-to-use,” said Bo Manning, president and CEO, Pivotal. “We have worked closely with our customers to build a powerful commercial banking product, based on industry best practices that delivers the sales, marketing and service capabilities that are unique to this segment. It is a cost-effective and fast-to-implement, yet highly flexible product designed to fit the business and technical needs of each commercial bank.”

Banque Entenial, one of the top financial institutions in France selected Pivotal to enable employees to quickly collaborate across the bank’s real estate, banking services and asset management divisions. In December 2002, Pivotal won the coveted Microsoft award for the ‘Best CRM Software Solution’ in France for the success of its implementation at Banque Entenial. The award winners were selected based on detailed analysis of customer success across a range of critical business metrics including business benefits, scalability, ease of adoption, integration with other applications, and technical architecture.

Farm Credit Services of America, the largest farm credit organization in North America selected Pivotal to improve the quality of customer service, create collaborative team selling for products and services; improve competitiveness; and gain market share. According to Jim Greufe, director of CRM, Farm Credit Services of America, “Pivotal was the right choice for our business – the company worked closely with us to understand and adapt to our business needs. Using Pivotal’s flexible and intuitive CRM software, we have streamlined our financial processes and enhanced the way we do business with our customers.”

With increasing competition, commercial bankers must be equipped with the tools and information to increase sales effectiveness, enhance customer service, and increase share of wallet. Pivotal’s commercial banking solution enables users to consolidate, maintain, and manage customer information in one centralized location. Based on Pivotal’s three-tier, meta-data driven architecture, the Pivotal solution features a smart desktop, one-click access to critical information, and pre-configured workflow and business rules. It seamlessly integrates with existing legacy banking systems providing users with a complete view of customer information and transaction history.

Highlights of this new offering include:

• A flexible relationship model that allows bankers to track all the different types of relationships that can exist within a financial institution and between customers.

• Customer profiling tools that enable bankers to build a comprehensive customer view with detailed information on preferences, share of wallet, credit history, profitability ratings, financial account portfolios, assets, and products and accounts held with competing institutions. It also enables users to instantly recognize all products held and services used by the customer at any point of contact within the bank. This consolidated view gives bankers seamless management of customer relationships from a single intuitive interface.

• Easy-to-use action plans that are automatically created to fit to each customer’s financial situation or business life stage. It gives bankers the steps and processes to quickly and proactively identify opportunities, up-sell and cross-sell, and maximize lifetime value by increasing revenue per customer. Activities generated by action plans are easily and seamlessly synchronized with Outlook and Lotus Notes.

• Flexible product building capabilities allowing product managers to quickly create new financial products with features such as variable interest rates, service fees, and payment terms. Products can be easily modified to meet the unique needs of each customer.

• Team call planning functionality giving bankers a quick, graphical way of planning calls to customers, such as investment reviews. Activities for other team members on a customer account can be easily designated in the plan and automatically scheduled to ensure that customers receive personalized, consistent service.

• Call reporting tools giving bankers a quick, intuitive way to log information from customer calls, such as products discussed, into the Pivotal CRM system. With easy-to-use, automated call reports, commercial banking organizations can quickly capture customer needs and preferences for up-selling and cross-selling campaigns and opportunities.

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 www.pivotal.com.
This release contains certain 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: rapid technological changes in the industry; volatility in the market price of the company's common stock; the company's ability to successfully manage its growth; the ability to maintain and grow successful third party relationships, to improve current products and develop new products, to adequately protect the company's proprietary rights, and other factors as described in the company's SEC filings. 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