Farm Credit Services of America Upgrades to Pivotal 5

One of the largest farm credit organizations in North America upgrades more than 850 users to Pivotal 5


Vancouver BC, July 16, 2003 — Pivotal Corporation (Nasdaq: PVTL; TSX: PVT), the leading provider of customer relationship management (CRM) software for mid-sized enterprises, today announced that Farm Credit Services of America (FCSA) has completed the upgrade to Pivotal 5. The company has rolled out Pivotal 5 to more than 850 users across sales, service and marketing.

Five years ago, FCSA, one of the largest farm credit organizations in North America, began making plans to reinvent itself with a vision to be more accessible, customer responsive, service oriented and competitive in the marketplace so that the association could be more vital to its customers and the business of agriculture. At the center of this reinvention was a corporate CRM strategy that has overhauled and transformed the association’s entire method of customer service from a transaction-based model to one of building better, longer lasting, customer relationships. After a comprehensive evaluation of several CRM leaders, FCSA selected Pivotal CRM in December 2000 to act as the nervous system for the company’s CRM program, and as a highly customizable platform to build and expand key business initiatives. Shortly after the launch of Pivotal 5 in April 2003, FCSA decided to upgrade.

“Our customer relationship management strategy is a driving force of our corporate vision,” said Jim Greufe, director of CRM, FCSA. “As such, we continuously strive to deliver a higher standard of customer care to more than 54,000 farmers and ranchers that live and work on rural areas of the Midwest. Pivotal’s CRM solution is the cornerstone to the success of our CRM strategy, and the decision to immediately upgrade to Pivotal 5 was a natural one. It gives our employees advanced functionality, making a substantial difference in how they serve customers. In addition, improvements to the user interface, plus advanced list management, query and search capabilities, are all tools we need to market our products more effectively and deliver the highest levels of customer service.”

According to Bo Manning, president and CEO, Pivotal, “Farm Credit Services of America is an excellent example of a company that is delivering on the promise of CRM. It continuously aligns its business around the needs of its customers, and is winning in its market as a result. The products, features and enhancements in Pivotal 5 were architected to help companies, like Farm Credit Services of America, enrich their CRM initiatives, and quickly, cost-effectively and intuitively build and maintain their winning business processes.”

Delivering the Power of P5, Fast

Pivotal is helping customers chart a course to Pivotal 5 quickly and cost-effectively with a unique set of upgrade services that are designed to suit the needs of every customer. From 2-day upgrades to a 4-6 week program for more complex projects, Pivotal is helping customers upgrade to Pivotal 5 in a way that makes sense for their business. Drawing on Pivotal’s proven upgrade methodology and expertise, this program uses standardized project plans, upgrade best practices, and new upgrade tools to analyze and document customizations. In addition, Pivotal offers access to both business analysts, and expert developers to ensure that upgrading to Pivotal 5 can be done more easily while minimizing disruption to critical CRM systems.

Pivotal will also tune the upgraded system using another unique program, the Pivotal Performance Health Check – a service designed to ensure the highest levels of success and performance from the newly implemented system. This new offering is another addition to Pivotal’s set of innovative services that are designed to reduce the risks, costs, and IT resource constraints for mid-sized enterprises to start and succeed at CRM.

About Pivotal 5

Pivotal 5 is the only CRM product that meets the unique requirements of mid-sized enterprises. It is built on a highly flexible, meta-data driven architecture, with a robust set of CRM capabilities, and is sold and implemented in the way that mid-sized enterprises want to buy and deploy. This recently released product suite features a new product for complex solution selling, integrated world-class marketing automation capabilities via Pivotal MarketFirst, a new user interface, and major improvements across the platform to increase usability, enhance speed-to-customization and improve productivity.

Pivotal Corporation is the only CRM company that is 100 percent purpose-built to serve the demanding requirements of mid-sized enterprises – a powerful, highly flexible application platform, a complete set of CRM applications, and low-cost, results-producing implementation services. 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, Farm Credit Services of America, HarperCollins Publishers, Hitachi Telecom Inc., Pharmacia Corporation, Premera Blue Cross, Royal Bank of Canada, Sharp Electronics Corporation, Southern Company, Vivendi and WebEx Communications.

Pivotal's complete CRM software suite includes a powerful application platform and capabilities in marketing, sales, service, contact centers, partner management and interactive selling. For more information, visit 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, 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