Enhance Your Customer’s Experience: Prospect, Order Management and Service Mary Ann Guthrie, Sr. Director, Research & Development Cheryl Crane, Principal

Enhance Your Customer’s Experience:Prospect, Order Management and Service

Mary Ann Guthrie, Sr. Director, Research & DevelopmentCheryl Crane, Principal Business AnalystBrian Wintz, Architect

Customer Management

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The following is intended to outline QAD’s general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, functional capabilities, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functional capabilities described for QAD’s products remains at the sole discretion of QAD.

Safe Harbor Statement

Enhance Your Customer's Experience

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• Customer Management (CM)- The Effective Enterprise, Customer

Management Suite and You

• In Partnership- Customer Success

• New for today and tomorrow

• Q&A

Agenda


Every business process working atpeak efficiency and perfectly aligned

with your strategic goals.

The Effective Enterprise


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Holistic View of Your Enterprise


People

Process Systems

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• CRM- Customer Relationship Management

• Sales- Order Management, Distribution, CSS,

Configurator

• Service & Support- SSM, Field Service Management

Customer Management Suite

Customer Management

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• Smart simplicity- Role-based concepts- Information access- Access anywhere, anytime

• Customer partnership

QAD Customer Management Philosophy


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• Role-Based Centers - Speed access and

ability to respond

- Reduce training cost

- Simplify and personalize

• Related reports and operational metrics

Intuitive, Informative, Intelligent


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• Sales metrics- Overdue orders- Not shipped on time in

full

• Services metrics- Open calls by queue- Fault code analysis- Engineer utilization

• BI Sales Module

• Alerts- Sales orders on credit

hold- Call assigned

Monitor, Measure, Message


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• Internationalization: Legal Documents

Support for the Global Enterprise


Brazil : Nota FiscalArgentina: RemitoChile: Guia de Despacho

Turkey: IrsaliyePoland: Dokumenty magazynoweThailand: “Stock Card”

Argentina Brazil

QAD Business Process Management


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BPM for Continuous Improvement


Link People and Process- Define Process and Roles- Execute Business Process- Measure Results- Identify Bottlenecks and

Costs- Refine and Document

Change

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Synergic Solutions for the Effective Enterprise


People- Role-Based Centers

- Operational Metrics

- New Reports

Systems- CRM- Order Management- Service & Support

Process- Business Process

Management- Business Intelligence

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Customer Success


• EPC is a leading designer and manufacturer of premium rotary incremental and absolute encoders used for motion feedback

Encoder Products Company (EPC)


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• Pain points- Needed effective tools to generate marketing

campaigns• Frequent campaigns with hundreds of targets

- Transitioning salespeople - Customer data fragmented in different systems - Poor usability of previous sales automation

system

Encoder’s CRM and Sales Challenges

CRM Customer Success

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• Encoder Products rolled out CRM in marketing, sales, and customer service- Effective 360 degree view of customer data - Increased campaign hit rate- Uncovering new opportunities with better targeted

marketing activities- Customer service able to immediately respond to

customers regardless of the original sales channel- Increased levels of customer service and employee

satisfaction

QAD CRM Benefits


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"Our customer service group just loves QAD CRM. Now for the first time, they can quickly and

easily determine which distributor the caller is

purchasing product from."

Bob White, IT Director - Encoder Products

QAD CRM


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EPC Configurability as a Differentiator

Configurator Customer Success

• Encoders are highly configurable and governed by a complex rule set

• EPC distinguishes itself from the competition in cost, quality, delivery and value

• Customer Service- Speeding up order entry- Shorten training time for operators

• Engineering- Support for MTS, ATO, MTO and ETO- Complete and accurate BOMs- Convert lengthy catalog numbers

• Marketing- Sales trends by encoder options

Encoder’s Challenges and Opportunities


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EPC Ordering Guide


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A powerful application designed to simplify processing of configure-to-order products- Captures engineering knowledge- Guides through the selling process- Automatically generates work orders and

routings

QAD Configurator


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Configurator Benefits


• Order entry training reduced from 6 to 1 month

• Reduction of order entry errors by over 50 %• Satisfying customers standard delivery times

• Ion-beam systems and electron microscopes for nanotechnology

• 3 research centers and 50+ service locations in Americas, Europe, and Asia

FEI Company


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• Pain points- Global with inconsistent methods- Lack of workforce scheduling visibility- Accuracy of field service reports- Delays in invoicing and payments- Service call information siloed

FEI’s Field Service Challenges

Service & Support Customer Success

QAD SSM with Mobile Field Service

• FEI rolled out QAD Mobile Field Service to 400 Field Engineers- Improved Field Service Reporting data entry time and

accuracy, consistent and more detailed capture of repair comments

- Electronic parts ordering, ability to create new service requests in the field

- Improved Planned Maintenance timelines by 5%- Increased field service engineer utilization by at least 5%- Reduced aged parts write-off by 10%- Electronic capture signature for customer proof of service


" QAD offers a world-class Service and Support product suite that enables us to manage our service organization with transparency and efficiency. QAD’s solutions improve the exchange of information between FEI’s field Service, logistics and service support teams.

The result is that we have effective planning, professional logistics control and better call management. When a customer calls for service, we are confident that we are providing them with the best service based on up-to-the-minute information. "

Jim Fetterman, Vice President Worldwide Services - FEI

QAD Service & Support Suite


Today and Tomorrow

Customer Management

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• Access for varied and changing needs- How today’s APIs enable tomorrow

Foundation for the Future


.Net UIWebMobile

External

Systems

Business Layer

APIs

Business

services

Business

entities

Data access

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• Evolution of CSS- Web-based Configured Orders- New web framework- Web-based service & support- Enhanced up-sell and cross-sell

• Mobile for iPhone, iPad and more- Mobile Field Service- Workflow and BI- CRM/Sales

eCustomer, iCustomer & DroidCustomer


CRM WebClient andLotus Notes Integration

Customer Management

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• Run QAD CRM as a Progress thin client

• Simplified and lower cost deployment

• No need to deploy CITRIX or Terminal services for WAN deployment

Introducing Remote, Online QAD CRM Access


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• Much lower deployment cost- No requirement for CITRIX

or Terminal services for remote users

• Simplified Client Installation- Click on a URL and the

client automatically installs

• Simplified Remote User Experience

CRM WebClient Benefits


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• CRM 6.5 Will be available for On Demand Internal release and selected Early Adopter customers in Winter 2011 and will support:- EE for QAD EA 2009 through QAD EA 2011.1- SE for QAD EA 2007.1 through QAD EA 2011

When can I have it?


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• Integrates seamlessly with the Notes client for simple installation- Activities, Contacts and Mail

• Integration makes available Qxtend API’s for major business objects to all CRM customers- Future improved Outlook integration

• Early Adopter implementation currently underway- GA planned for Sept 2012

Lotus Notes Integration For CRM

Future CRM Releases

QAD Configurator

Customer Management

Configuration for the Web


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CSS - Sept 2011Full “Configured Products” support

CSS - March 2012Support of QAD Configurator

• What customers have asked for!- Full product configuration in CSS- Easy shopping cart order process- Visibility of configurations

QAD Configurator and CSS


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New Concept: Standard Configurations


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CSS /Configurator

Five Simple Steps


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2. Review standard

configurations

5. Check out

4. Add to shopping

cart

3. Use as-is or change

configuration

1. Select configurable product from

catalogue

1. Select Configurable Product


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2. Review “Promotional” Configurations


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3. Select or Change Configuration


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4. Add to Cart


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5. Check Out


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• Configurator and CSS- Release planned for March 2012- eB2.1 SP4 and higher, including EE

• No additional charge- CSS and Configurator need to be licensed and

on maintenance

When can I have I have it?


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Web Warranty

Customer Management

What is Web Warranty?

Enhance Your Customer’s Experience

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Warranty Contracts

& Analytics

Web, e-mail, fax, other

ValidateApprove / Reject

Buy/SellMaterial TransferRMA

WorkflowCredit MemoA/P

Corrective Action

Vendor recovery, collaborative quality & cost management

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Web Warranty


• Claim Submittal- Create and process warranty

claims over the web- e-mail notifications

• Claim Review- Review/correct/complete

claim information- Track warranty claims

• Claim Processing- Approve/Reject the warranty

claims- Submit approval to AP for

payment

• Part Usage & Returns- Send materials to the

warranty customer- Receive broken parts from

warranty claim customer- Capture and track total

cost associated with the claim

• Record Inspection Results

• Warranty Contracts & Analytics

• Web Warranty- Release to Early Adopter in Summer 2012- Future support for EE

• Creates the Foundation for a new Web Framework for QAD



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Business Intelligencefor Sales

Customer Management

BI Sales Module for Sept 2011

Strategic KPIs Tactical KPIs Dashboard Items

Customer Delivery Performance

Shipping Performance • Value of Orders Due to Ship this Period• Value of Orders Due to Ship this Quarter

Perfect Order (OTIF) • Order Line Performance

Sales Plan Performance

Sales Performance • Top 20 Customer Grid• Sales by Territory• Sales by Channel• Sales Trends by Product Line

Product Sales • MTD and QTD Bookings• MTD and QTD Invoices

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BI Portal - Dashboard


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QAD BI Mobile for iPad


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BI Future Sales KPIs

QAD Enterprise Effectiveness Scorecard

Delivery In Full and On Time (DIFOT)

Forecast Accuracy

Inventory Turns

Safety Stock Level

Obsolescence Cost

Forecast Accuracy

Production Plan Accuracy

Supplier Fulfillment

Unplanned Maintenance

Requirements Plan Accuracy

Changes to Production Plan

% of Backorders

Average Order Cycle Time

Order Documentation Accuracy

% In Full And On Time By Line

Inventory Accuracy

% In Full And On Time By Order

Freight Costs as % of Sales

Delivery Schedule Adherence

Order Management Costs

BPM and Customer Mgmt

Customer Management

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• Supports pre-defined, long-lived business processes• Involves multi-user collaboration• Manages state of in-process work• Continuously monitors events, work status• Collects work history

BPM Concepts


http://upload.wikimedia.org/wikipedia/en/c/c0/BPMN-DiscussionCycle.jpg

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• QAD BPM- Release for March 2012- Framework and Working Samples- Few or no application code changes- Deployable as add-on with QAD EA EE or SE

• Future- Defined and Validate Flows for Major Business

Processes across the Enterprise

When can I have it?


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• Sales Quote with Discount Approval

• Sales Order with Compliance Check

• Sales Order with Credit Hold Resolution

• CSS order with Credit Card Validation at Shipment

• Manage Marketing Campaign with Budget Approval

• Opportunity to Customer and Order

• Configure to Service

• Call to Invoice with MFS

• Request for Return to Replacement/Repair

Customer Management Proposed Flows


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Sales Quote with Discount Approval


Trade Promotion Management

Customer Management

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• A New Approach across the Suite- TPM across QAD EA

• Four primary functions- Promotions- Rebates- Deductions- Claims

Trade Promotion Management (TPM)


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Maintain TPM

Accounts

Maintain Groups

MaintainAttributes

AP Check RunAR Open

ItemsProcess Accruals

Sales Orders,

Sales Quote, Pend Invoice

PromotionMaintenance

Maintain Deduction Categories

Invoicing

ClaimMaintenance

Deduction Maintenance

Process Deferred Discounts

Generate ClaimsDeduction

Review

Promotions

Sales and Invoicing

Trade Promotion ManagementEnhance Your Customer's Experience

Price Lists/Best Pricing

Financials

• Trade Promotion Management- Planned for Early Adopters Sept 2012- EE 2011 and beyond



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And in Addition…

Customer Management

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• Need to tailor the business process – by industry, process, differentiators

• Based on ever-evolving characteristics of your products and processes

• Create the “Custom Fit”- Attributes that drive business processes- Defined by System or Customers

Business Attributes provide a Custom Fit


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• Extend Static Data or Transactions- Contracts, Items, Sale orders, S/O lines…

• Define, create and leverage attributes- Such as Version, Color, Type…

• Leverage Attributes for Processing- Creating configurations, pricing, contract creation…

Attribute Management


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• More flexible pricing- Attributes and SO/SQ analysis codes (i.e. order type, color, etc.)

- % of net price or list price of an other product- Periodic or manual price increase (%) of selected price lists

• Dynamic analysis code generation- Currently batch and in advance only

• Enhanced Best Pricing API and What-if-Pricing

Best Pricing


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• Sales quote and sales order - Core Sales Quotes/Orders improvements- BPM enabled- Sale of service during quote and order taking

• Service & Support Management- Automated contract creation, renewals- More sophisticated contract management

Enhanced capabilities and collaboration


Services and Sales - Collaboration


Sales Quote

Sales Order

Shipment

Invoice

Contract

Billing

Sales Quote

Sales Order

Shipment

Invoice

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Synergic Solutions for the Effective Enterprise


People- Role-Based Centers

- Operational Metrics

- New Reports

Systems- Promotion Management- Dynamic Pricing- Warranty Management

Process- Business Process

Management- Business Intelligence

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We would love to feature you!

Please contact us to let us know about benefits of QAD Enterprise Application

for Customer Management for your Organization

Let us know


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Time for Q&A

Mary Ann Guthrie – [email protected] Crane – [email protected] Brian Wintz – [email protected]

Thank you!


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• CRM• Sales• Service & Support

QAD Enterprise Applications

• Enhance brand value• Effectively compete and win• Increase market share and reduce

costs

Enable the Customer-Focused

Organization

QAD EA and Customer Management


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• Better “CRM” related information- Customer tier, channel, industry- Extend with Customer attributes- Enhanced integration with CRM

• Manage Contacts, Relationships and Roles- Define Customer and End Users- Multiple internal representative contacts (employees)

Customer and Contact Management


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• Enhanced kit functionality- Kits, bundles, or sets of products and services- Creation of a kit without a new variant item number

• Pricing Enhancements- Leverages Enhanced Best Pricing- Displaying Price at Kit or Component Levels

• New Attribute creation rules

• New SO/SQ Line Charge creation rule

Configurator


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• SQ/SO Capture Enhancements - Linked Lines- Attributes for line items- Enable line charges for Quotes

• SQ/SO Approval Status - System and User-defined states- Preparation for workflow

• Seamless link to Service Contracts and ISB

• Invoice Consolidation and Reporting Enhancements

Sales Order, Sales Quote and Invoicing


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• Sale of Service- Auto-create contracts and ISB- Invoice product and service together or separately- Auto-create sales quotes for contract renewals

• ISB enhancements- Customer-defined ISB attributes - Pricing item during sale or sale of service coverage- Ability to set an expiration date on an ISB item

• Extensive Service Contract Improvements- Best pricing for contracts- Improved contract renewal quoting and tracking - Flexible Contract Maintenance and Billing

Service and Support Management
