QIAGEN Improves Customer-Facing Processes with Pivotal


Vancouver, B.C., January 7, 2004 — January 7, 2004 - Pivotal Corporation (Nasdaq: PVTL; TSX: PVT), a leading provider of customer relationship management (CRM) software for mid-sized enterprises, today announced that QIAGEN Inc., a global provider of innovative enabling technologies and products for the separation and purification of nucleic acids is using Pivotal to improve its customer-facing processes.

Since 1986, QIAGEN has developed and marketed a broad range of proprietary products for academic and industrial markets, including life science research, genomics, gene-based drug discovery, nucleic acid-based molecular diagnostics, genetic vaccination, and gene therapy. QIAGEN's products are sold in more than 42 countries throughout the world to academic research markets and to leading pharmaceutical and biotechnology companies. To address the growing needs of its quickly expanding global customer base, the company required an intuitive CRM product for users around the world. They turned to Pivotal to meet that requirement.

“QIAGEN’s successful growth is based on the systematic development of new, innovative products while continuing to enhance our quality, services and support,” said Tim Grabham, Global CRM Program Manager, QIAGEN. “Our Pivotal system is the foundation of our customer relationship management vision and strategy. It is our primary communication tool between all customer-facing functions and gives us the intelligence we need to help direct our sales and marketing efforts and meet the requirements of our customers most efficiently.”

As part of its ongoing effort to improve sales efficiencies, enhance customer service and accelerate innovative research and development, QIAGEN deployed Pivotal CRM to nearly 400 marketing, G&H sales and service employees across nine global offices. The deployment immediately created a universally accessible repository of customer information resulting in improved sales collaboration, enhanced technical support and the ability to capture the customer intelligence that is essential to the company’s global marketing and R&D activities. One of the reasons QIAGEN selected Pivotal is its strong and proven support for mobile synchronization. QIAGEN’s geographically dispersed field sales team needs to remain in close contact with customers, management and the support team. Pivotal’s user-friendly and unobtrusive synchronization process ensures that mobility is seamless and congruent with how QIAGEN’s employees do business.

According to Bo Manning, president and CEO, Pivotal, “QIAGEN is differentiating itself as a biotechnology organization that is innovative, responsive and service-oriented. By using Pivotal to help accelerate customer-focused research and development, the company is positioned to further address the needs of the rapidly changing biotechnology market.”

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 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
Tel: 604/699-8151
Email: lcastellani@pivotal.com