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

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

  2. Enhance Your Customer's Experience Safe Harbor Statement 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.

  3. Enhance Your Customer's Experience Agenda • Customer Management (CM) • The Effective Enterprise, Customer Management Suite and You • In Partnership • Customer Success • New for today and tomorrow • Q&A

  4. Enhance Your Customer's Experience The Effective Enterprise Every business process working at peak efficiency and perfectly aligned with your strategic goals.

  5. Enhance Your Customer's Experience Holistic View of Your Enterprise People Process Systems

  6. Customer Management Customer Management Suite • CRM • Customer Relationship Management • Sales • Order Management, Distribution, CSS, Configurator • Service & Support • SSM, Field Service Management

  7. Enhance Your Customer's Experience QAD Customer Management Philosophy • Smart simplicity • Role-based concepts • Information access • Access anywhere, anytime • Customer partnership

  8. Enhance Your Customer's Experience Intuitive, Informative, Intelligent • Role-Based Centers • Speed access and ability to respond • Reduce training cost • Simplify and personalize • Related reports and operational metrics

  9. Enhance Your Customer's Experience Monitor, Measure, Message • 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

  10. Enhance Your Customer's Experience Support for the Global Enterprise • Internationalization: Legal Documents Brazil Argentina • Brazil : Nota Fiscal • Argentina: Remito • Chile: Guiade Despacho • Turkey:Irsaliye • Poland: Dokumentymagazynowe • Thailand: “Stock Card”

  11. QAD Business Process Management Enhance Your Customer's Experience 11

  12. Enhance Your Customer's Experience 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

  13. Enhance Your Customer's Experience Synergic Solutions for the Effective Enterprise People • Role-Based Centers • Operational Metrics • New Reports • Process • Business Process Management • Business Intelligence • Systems • CRM • Order Management • Service & Support

  14. Customer Success Enhance Your Customer's Experience

  15. Enhance Your Customer's Experience Encoder Products Company (EPC) • EPC is a leading designer and manufacturer of premium rotary incremental and absolute encoders used for motion feedback

  16. CRM Customer Success Encoder’s CRM and Sales Challenges • 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

  17. CRM Customer Success QAD CRM Benefits • 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

  18. CRM Customer Success QAD CRM "Our customer service group just loves QAD CRM. Nowfor the first time, they can quickly and easily determine which distributor the caller is purchasing product from." Bob White, IT Director - Encoder Products

  19. ConfiguratorCustomer Success EPC Configurability as a Differentiator • Encoders are highly configurable and governed by a complex rule set • EPC distinguishes itself from the competition in cost, quality, delivery and value

  20. Configurator Customer Success Encoder’s Challenges and Opportunities • 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

  21. Configurator Customer Success EPC Ordering Guide 21

  22. Enhance Your Customer's Experience QAD Configurator • 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

  23. Configurator Customer Success Configurator Benefits • Order entry training reduced from 6 to 1 month • Reduction of order entry errors by over 50 % • Satisfying customers standard delivery times

  24. Enhance Your Customer's Experience FEI Company • Ion-beam systems and electron microscopes for nanotechnology • 3 research centers and 50+ service locations in Americas, Europe, and Asia

  25. Service & Support Customer Success FEI’s Field Service Challenges • 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

  26. 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 • Service & Support Customer Success

  27. Service & Support Customer Success QAD Service & Support Suite "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

  28. Today and Tomorrow Customer Management

  29. Enhance Your Customer's Experience Foundation for the Future • Access for varied and changing needs • How today’s APIs enable tomorrow Business Layer APIs Businessservices Business entities Data access

  30. Enhance Your Customer's Experience eCustomer, iCustomer & DroidCustomer • Evolution of CSS • Web-based Configured Orders • New web framework • Web-based service & support • Enhanced up-sell and cross-sell • Mobile for iPhone, iPadand more • Mobile Field Service • Workflow and BI • CRM/Sales

  31. CRM WebClient andLotus Notes Integration Customer Management

  32. Enhance Your Customer's Experience Introducing Remote, Online QAD CRM Access • Run QAD CRM as a Progress thin client • Simplified and lower cost deployment • No need to deploy CITRIX or Terminal services for WAN deployment

  33. Enhance Your Customer's Experience CRM WebClient Benefits • 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

  34. Enhance Your Customer's Experience When can I have it? • 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

  35. Future CRM Releases Lotus Notes Integration For CRM • 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

  36. QAD Configurator Customer Management

  37. Enhance Your Customer's Experience Configuration for the Web CSS - March 2012 Support of QAD Configurator CSS - Sept 2011 Full “Configured Products” support

  38. Enhance Your Customer's Experience QAD Configurator and CSS • What customers have asked for! • Full product configuration in CSS • Easy shopping cart order process • Visibility of configurations

  39. Enhance Your Customer's Experience New Concept: Standard Configurations

  40. Enhance Your Customer's Experience Five Simple Steps CSS / Configurator 1. Select configurable product from catalogue 2. Review standard configurations 5. Check out 3. Use as-is or change configuration 4. Add to shopping cart

  41. Enhance Your Customer's Experience 1. Select Configurable Product

  42. Enhance Your Customer's Experience 2. Review “Promotional” Configurations

  43. Enhance Your Customer's Experience 3. Select or Change Configuration

  44. Enhance Your Customer's Experience 4. Add to Cart

  45. Enhance Your Customer's Experience 5. Check Out

  46. Enhance Your Customer's Experience When can I have I have it? • 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

  47. Web Warranty Customer Management

  48. Enhance Your Customer’s Experience What is Web Warranty? Web, e-mail, fax, other Corrective Action Validate Approve / Reject Vendor recovery, collaborative quality & cost management Workflow Credit Memo A/P Buy/Sell Material Transfer RMA

  49. Enhance Your Customer’s Experience 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

  50. Enhance Your Customer's Experience When can I have I have it? • Web Warranty • Release to Early Adopter in Summer 2012 • Future support for EE • Creates the Foundation for a new Web Framework for QAD