CRM for Service Best Practice Per Svensson Director

CRM for Service – Best Practice Per Svensson, Director Aftermarket Marine Tank Management (MTM) Copenhagen 19 th March, 2013 Rosemount Tank Radar AB Confidential

Key Messages l l We have a long history within the Marine Industry and we are an organization which has been formed through a number of acquisitions Global access to information on our Installed Base and to the Service History for the individual ships a key for; – Efficiency when servicing Customers – Growing our Service Business l Best Practice for us A CRM System customized for our Marine Service needs [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 2 Rosemount Tank Radar AB Confidential 2

Emerson At-a-Glance $24. 4 Billion in sales (2012) NYSE: EMR Measurement • Pressure • Temperature • Level • Flow • p. H • Conductivity • Gas Composition Diversified global manufacturer and technology provider Approximately 133, 000 employees worldwide – in 8 Business Platforms Valves & Regulators Systems & Solutions • Control Valves • Regulators • Valve Actuators • Valve instruments • Control Systems • Turnkey Projects • Engineering Design • Industry Centers Headquarters in St. Louis, Mo. Asset Optimization • Asset Management Systems • Instrument &Valve Services • Plant Optimization • Electrical Reliability Services • Consulting • Training #1 Compressors #1 Refrigeration Controls [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 3 Rosemount Tank Radar AB Confidential

Marine Tank Management MTM KEY FACTS • The Global Marine Centre of Excellence within Emerson • Group Sales: ~150 M$ in 2012 • No. of Employees: Approx. 690 • MTM Manufacturing Plants: China, Denmark, South Korea, Sweden • MTM Sales & Service Locations: Greece, Singapore, UAE & USA RC V Valve Remote Control (All Tanks) [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 4 S CM Cargo Monitoring (Cargo Tanks) TLG I -HM M MT Tank Level Gauging (Ballast, Bilge & Service Tanks) S AM Control System Human Machine Interface Engine Room - Alarm Monitoring Rosemount Tank Radar AB Confidential

Marine Tank Management Systems [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 5 Rosemount Tank Radar AB Confidential 5

History - Marine Tank Management Emerson acquired; • Saab Marine Electronics – 2001 • Damcos – 2007 Cargo Tanks - Level Gauging Systems Valve Actuation & Control Systems [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 6 Rosemount Tank Radar AB Confidential 6

We service all types of ships. . …. . all over the World Our Customers • Ship Owners & Operators • Ship yards • Service Representatives • Distributors Totally 16 various product generations in operation - on 9000+ ships We maintain Service & Spare parts for older generations [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 7 Rosemount Tank Radar AB Confidential

MTM Service Network MTM Denmark MTM Sweden (& Finland) • 12 Service Eng’s (for WW service) • MTM/VRC coordination center • Spare part center • 6 Service Eng’s (for WW service) • CMS & TLG coordination center • Spare part center MTM Korea SME Service, Rotterdam • Works solely for MTM • 4 Service Eng’s • Spare part center MTM USA • 5 Service Eng’s • Spare Parts MTM Dubai • 13 Service Eng’s • Spare Parts • 3 Service Eng’s • Spare Parts MTM Greece MTM China • 2 Service Eng’s • Starting up • 20 Service Eng’s • Spare Parts MTM Singapore • 13 Service Eng’s • Spare Parts Situation today Different Legal entities with different Business systems Information stored in many shapes at many loactions! Huge Manual Work to coordinate Warranty & Service Work [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 8 MTM Service Station Service Representative Total Service Eng’s 150 Category ”Volume” Installed base 9000+ vessels Product generations 16 in operation Service & Warranty 2000+ requests per year Spare Part 8000+ per year orders Rosemount Tank Radar AB Confidential

Center of Excellence – …. Information & Knowledge is the Key mark n e D MTM eden w S M MT Product Management R&D / Knowledge Engineering MTM Global Sites Sales Knowledge, Experience & Capabilities [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 9 Project Engineering Operations Aftermarket Products & Services Ship Owners Ship Yards Products & Services MTM Representatives Rosemount Tank Radar AB Confidential

Aftermarket – Strategic Plan l Key Activities – – – Processes & CRM Dubai + Greece org. Upgrades & Overhauls SLA’s – starting up Spare Part hubs – starting up 2008 • Resource Planning • Competence Planning • Training • KPI’s • Robust Processes • Spare Parts 95% PDSL 2015 F us oc • Migration paths • Upgrades • Retrofits s rea A • Service Level Agreements • Overhauls • Crew Training • Network Expansion • Spare Part Hubs • CRMo. D • Global Processes • Global Service Coordination Turn-over growth ~60% in five years Vision Be recognized for globally coordinated services & lifetime customer care Mission Best before, during and after…. 50 M$ - FY 15 95% RDSL - Service Organization Development • • Global access to information a key! 95% FCC – Service Think. Customer 95% PDSL – Spare parts Commitment to Safety & Total Quality Zero Injuries • • [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 10 Strategic Goals China capabilities Training programs Expanding network Service call center Customer Focus Knowledge & Experience Continual Year-over-Year Improvments • • Spare Parts Availability Denmark 95% PDSL China distribution Singapore distribution Spare part hubs 50% Warranty Claim reduction Process & Tools Development • • • Global Service & Warranty admin process Global Spare parts admin process Service Ticket Management Tool Business Development • • 10 Service Level Agreements Crew training Optimize pricing Aftermarket Sales & Marketing Dedicated Employees & Culture Think Customer Rosemount Radar Training Programs Ethics Tank + Integrity Act. AB with. Confidential urgency Team Players

MTM – CRM for Service l CRM system for service which will be the foundation for; – Efficiency when servicing and responding to customers = Easy access to relevant information – Sharing of service handling and work-load between MTM sites = Global access to information General concept of Service Ticket Management Tool – Early capture of eventual field issues & product quality issues = Data captured in a consistent way – Aftermarket growth – reaching out to customers with targeted offers = Information on installed base [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 11 Rosemount Tank Radar AB Confidential 11

Relations… Shipyard • Buy Systems/Products from MTM • Install products • Gives the ship a Hull number • MTM has warranty obligation to Shipyard for 12 months after ship delivery to owner Ship Owner • Owns the ship, may keep it for 25 years • Names the ship • MTM may have an agreement with the ship owner • May run the ships themselves or use a ship management company Ship Management Company Ship • May run the ship on behalf of the ship owner • Has a Name • Has a Hull number • Tied to a unique IMO number Ship Agents MTM Systems/Products VRC = Valve Remote Control CMS = Cargo Monitoring System TLG = Tank Level Gauging Systems Installed onboard the ship. These systems consists of sub-systems and components. Local ship agent s in port/area which we communicate with re ship’s berthing schedule and delivery address for spare parts. 12 Ship = Account Yes! [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 12 Rosemount Tank Radar AB Confidential

CRMo. D – Providing MTM a Holistic View on Customers and Installed Base Accounts • Shipyards • Ship Owners • Ship Managers • Contacts Ships Support Requests ue Ac c Monthly updates ou Ships • IMO #, NB # • Ownership • Type, Size • Age po p Su nt s Customer Satisfaction Data Currently 9000+ ships with IMO numbers Agreements eq rt R nts t En me itle SR Types • Technical Support • Onboard Service • Overhaul • Commissioning • Spare Part • Upgrade/Retrofit Sales • Crew Training KPI’s – MTM As se ts Installed Base ice erv t S t n e Fle reeme Ag Entitlements • Frame Agreemenst • Fleet Agreements • Service Level Agreements [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 13 Assets • Systems • Products • Warranties Rosemount Tank Radar AB Confidential Product Life Cycle Management

MTM Overall Process – Support Requests Financial & Material transactions made in ERP system MTM Roles • SR Administrator • SR Coordinator • SR Executor ST A R T Customer Request ERP System Register SR Evaluate, Decide activity Execute Activity Evaluate Activity, Close SR Feedback to Customer ST O P CRMo. D SR = Support Request SR Types • Technical Support • Onboard Service • Overhaul • Commissioning • Spare Part • Upgrade/Retrofit Sales [File Name or Event] • Crew Training Emerson Confidential 27 -Jun-01, Slide 14 Rosemount Tank Radar AB Confidential 14

CRM for Service l Current status - Service – Sweden in operation 4 months • tested & fine-tuned functionallity • developed Training & User Manuals – Denmark – starting implementation now – Asia & ME – implementation before summer Ensuring Data Quality & Discipline a Key for Success! [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 15 Rosemount Tank Radar AB Confidential 15

CRM for Service l Next Phase(s) – Include Spare Parts & Upgrade sales – Pro-active Life-Cycle Information / Handling – Pro-active Preventive Maintenance Programs & Service Level Agreement’s Installed Base in CRM Enable us reaching out with [File Name or Event] targeted Offers and LCM information! Emerson Confidential 27 -Jun-01, Slide 16 Rosemount Tank Radar AB Confidential 16

Key Messages l l We have a long history within the Marine Industry and we are today an organization which has been through a number of acquisitions. Global access to information on our Installed Base and to the Service History for the individual ships a key for; – Efficiency when servicing Customers – Growing our Service Business l Best Practice for us A CRM System customized for our Marine Service needs [File Name or Event] Emerson Confidential 27 -Jun-01, Slide 17 Rosemount Tank Radar AB Confidential 17