Easy On Boarding Customer Self Service Author and

Easy On Boarding Customer Self Service Author and Date

Easy On Boarding Agenda • Introduction to Customer Self Service (CSS) • Business Issues • B 2 B & B 2 C Processing • 2

Easy On Boarding Introduction to Customer Self Service (CSS) 3

CSS and QAD Solutions Suppliers Supply Replenishment Management Enterprise Extended Enterprise Networked Enterprise VMI Community JIT Mfg Schedules Demand Replenishment SMI Service/Support CSS Management Schedules Manufacturing Distribution Warehousing Finance Distrib Order Mgmt Customers SSS ERP Demand Replenishment Distrib Order Mgmt Management Community Lean Mfg

What is the QAD CSS Product? QAD CSS provides a competitive web-order entry system that completely and seamlessly integrates to QAD Enterprise Applications functions online.

Quick Order Entry

Easy-to-Use Order Entry Screens

Information Accessibility • • • Get online Real-time information for pricing Order confirmation Tracking Ship dates and more.

On-Demand Reports

Additional Information for Customers • • FAQs Marketing information Contact information Customer-specific messaging, and more

Easily Configurable • • • Personalization Screens can individually be designed Security Customization Easily Tailored to Corporate Presentation UI Seamless Integration Into Corporate Website International Support Website Pages Extends QAD Enterprise Applications Adds functionality

Architecture User Interface Layer UI Business Rules Layer EX Business Rules Layer Adapter Layer QAD Enterprise Applications HTML / DHTML Java. Script Speed. Script Web. Speed PROGRESS 4 GL QAD CSS QAD Database

Technical Specifications • • • HTML / DHTML / Java. Script Cascading Style Sheets (CSS) Progress Webspeed Multi-Tier Architecture Unlimited scalability with Progress App. Server configurations

Web Request Flow Browser with CSS HTML Transaction Server Broker Agents Internet Broker Communication CGI Variable Stream 1 2 3 4 5 HTML Package HTML Web. Server Web. Speed Messenger

Easy On Boarding Business Issues

Introduction to Business Issues • Business issues CSS solves for a customer • Business scenarios that apply to CSS - B 2 B - B 2 C

Business Scenarios many smaller customers mail fax phone EDI Manufacturer few large customers orders requests

Business Scenario 2 mail, fax phone many smaller customers lots of consumers selfservice EDI Manufacturer few large customers orders requests

CSS Value Propositions • Increase revenues • Reduce costs • Enhance customer service

Qualitative Quantitative Value Proposition Matrix Decrease Costs • Reduce order processing costs by selfservice functions • Reduce error correction time by applying consistent policies • Reduce order processing costs by selfservice functions ROI Increase Revenue • Expand existing sales channels • Attract new customers • Increased customer retention through increased customer satisfaction and loyalty • Streamline B 2 B and B 2 C process • Provide competitive advantage Internal Enhance Customer Service • Improve buyer/seller communication • Improve service by 24 x 7 access • Increase satisfaction by reducing ordering time, errors and delays • Provide customer real-time visibility to order, status and invoice information ROR External

Typical CSS Customer A typical QAD CSS customer is a current or potential QAD Enterprise Applications install base customer with: • A large number of smaller customers, distributors or sales agents placing orders via phone, fax, or mail • Limited EDI capabilities • High CSR costs • Increasing demands by customers for access to internal information • Strategy to sell directly to the end user

Business to Business (B 2 B) • Customers, Distributors and Sales Agents • Known business partners • Long-term relationship, regularly order submission • Identified (logged in) • Customer-specific pricing (contracts) • Finished goods and components • Payment method: Usually by invoice

Business to Consumer (B 2 C) • End-customer (consumer) • Unknown business partners • Typically one-time-only or sporadic order behavior • Initially not logged in • Standard pricing • Finished goods • Payment method: Usually by credit card

Credit Card Processing • Preferred payment method for B 2 C, sometimes B 2 B • Authorization through credit-card services provider

Easy On Boarding B 2 B & B 2 C Processing

Easy On Boarding CSS Process Flow 26

Using CSS • • • Accessing CSS Catalogue Organisation Product Search Working with Orders Working with Reports B 2 C Differences

CSS Users Extranet Intranet External B 2 C (unidentified) External B 2 B (identified) Internal Consumers Customers Distributors Sales Agents Mobile Sales (CSR) IT