North Shore Credit Union Wins 2003 Credit Union Innovation Award

Pivotal customer recognized for CRM vision and technology innovation

Vancouver, B.C., December 3, 2003 — Pivotal Corporation (Nasdaq: PVTL; TSX: PVT), a leading provider of customer relationship management (CRM) software for mid-sized enterprises, today announced that North Shore Credit Union (NSCU), one of Canada’s fastest-growing credit unions, was awarded Credit Union Central of B.C.’s 2003 Credit Union Innovation Award. North Shore Credit Union was selected for demonstrating vision and commitment to innovation in terms of business processing, product development, and member service while acting as a catalyst for change. This award was presented at the Credit Union Central of British Columbia’s 2003 Semi-Annual Meeting.

Headquartered in North Vancouver, B.C., NSCU is committed to making a difference in the lives of more than 42,000 members by helping them make smarter financial choices so that they can focus on what’s important in life. In 1999, NSCU deployed Pivotal as its customer relationship management platform giving employees the tools and information to proactively provide responsive, creative and customized solutions for each member – in a way that meets their unique financial needs. In addition, NSCU is using the system to gain a deeper understanding of its members and create more efficient interactions – making the most of the credit union's full spectrum of financial products and building “Financial Wellness”.

Since implementing the Pivotal CRM system, NSCU has experienced steady growth – achieving asset growth of 24% in 2002. Recognizing that many credit unions have limited IT resources for developing a CRM system on their own, NSCU set out to make this technology accessible and affordable. NSCU collaborated with Pivotal to create a new Web-based CRM application for financial services that helps credit unions deliver quick, intelligent customer service across all touch-points, identify member buying trends and service preferences, build extensive profiles that identify up-selling and cross-selling opportunities and conduct marketing campaigns that are personal, precise, relevant and timely.

“North Shore Credit Union is widely recognized for its exceptional member service, technology advancements and dedication to making a difference in the community,” said Bo Manning, president and CEO, Pivotal. “We congratulate North Shore Credit Union on the success and recognition that they have achieved as a leader and innovator in the financial services industry.”

About North Shore Credit Union
North Shore Credit Union ( is a recognized innovator in the financial services industry and a leader in using CRM technology to revolutionize the way Financial Wellness solutions are delivered. North Shore Credit Union offers banking, insurance*, investment brokerage, and business services through the Internet, telephone, and its eleven branches in the Lower Mainland, Whistler and Pemberton.
Headquartered in North Vancouver, B.C., North Shore Credit Union achieved asset growth of 24% in 2002, with over $1.3 billion in assets under administration. *Insurance services are offered through North Shore Insurance Services Ltd.

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 1,600 companies around the world have licensed Pivotal including: CIBC, Centex Homes, Farm Credit Services of America, HarperCollins Publishers, Hitachi Telecom Inc., Palm, 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
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
Tel: 604/699-8151