QAD Customer Management Transform Customer Service Experience with

QAD Customer Management Transform Customer Service Experience with QAD Customer Management Mary Ann Guthrie – Sr. Director, R&D, QAD Frank Feustel – Director, Product Management, QAD | Building the Effective Enterprise

QAD Customer Management Agenda ■ Customer Management for the Effective Enterprise ■ Transforming Tomorrow with Today’s CM Solutions ■ Planning for the Future ■ New Horizons ■ Q&A | Building the Effective Enterprise 2

QAD Customer Management 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. | Building the Effective Enterprise 3

QAD Customer Management Suite ■ CRM § Customer Relationship Management ■ Sales § Order Management, Distribution, CSS, Configurator ■ Service & Support § SSM, Field Service Management | Building the Effective Enterprise 4

QAD Customer Management Building the Effective Enterprise ■ QAD’s Customer Management § Delivering best practice solutions for customer management − Enhancing the user experience and information access − Enabling and promoting process efficiency to reduce cost and drive revenue − Supporting customers across the globe − Solutions targeted to your business | Building the Effective Enterprise 5

QAD Customer Management What does Transformation mean for you? Build your Foundation Transform at your Pace Planning your Future | Building the Effective Enterprise 6

QAD Customer Management What does Transformation mean for you? Build your Foundation Transform at your Pace Planning your Future | Building the Effective Enterprise 7

QAD Customer Management What does Transformation mean for you? Build your Foundation Transform at your Pace Planning your Future | Building the Effective Enterprise 8

QAD Customer Management Transform your User Experience | Building the Effective Enterprise 9

QAD Customer Management Transform to Role-based Centers | Building the Effective Enterprise 10

QAD Customer Management Simplify Access and Ability to Respond ■ ■ ■ ■ ■ Customer Service Management Customer Service Rep Customer Support Contract Administrator Warranty Administrator Sales Manager Sales Representative Shipping Pricing | Building the Effective Enterprise 11

QAD Customer Management Fit to Business with Configuration • Top menu tabs • Child tabs • Browse content | Building the Effective Enterprise • Buttons • Right-click links • Reports 12

QAD Customer Management Role-Based Centers for EE 2011+ | Building the Effective Enterprise 13

QAD Customer Management Role-Based Centers on QAD Store | Building the Effective Enterprise 14

QAD Customer Management Transform from Deskbound to Mobile | Building the Effective Enterprise 15

QAD Customer Management Move from Deskbound to On-the-Go ■ Provide your managers and mobile staff access to key information § § Mobile Browses Mobile BI Mobile Field Service Mobile Global Requisition System (GRS) | Building the Effective Enterprise 16

QAD Customer Management QAD Mobile on QAD Store or i. Tunes for Apple i. OS QAD Mobile Apps | Building the Effective Enterprise 17

QAD Customer Management Transform to Flexible Modern Reporting | Building the Effective Enterprise 18

QAD Customer Management Transform Reporting • QAD 2011 EE+ • Customer Management Reporting Bundle 1. 4 • All standard reports for Distribution and SSM available | Building the Effective Enterprise 19

QAD Customer Management Easy to Tailor with Reporting Framework • Easy to configure layout, create calculated output • Addition data available to place on reports • If needed, old reports can still be accessed • Support for linear and 2 D bar codes | Building the Effective Enterprise 20

QAD Customer Management Transform to Configuration Self Service | Building the Effective Enterprise 21

QAD Customer Management Integration is Key QAD Customer Self Service QAD Configured Products QAD Configurator QAD Enterprise Applications | Building the Effective Enterprise 22

QAD Customer Management Web Configurable Products - Benefits ■ Increases revenue opportunities through an expanded sales channel ■ Reduces costs through reduced reliance on call center resources ■ Increases customer satisfaction through more efficient buyer/seller communication channels | Building the Effective Enterprise 23

QAD Customer Management Transform Retro. Billing for Process Efficiencies | Building the Effective Enterprise 24

QAD Customer Management Customer Pain Points ■ Exceptions become ‘standard’ ■ Manual, labor intensive, and tedious § No link to price lists § No auto-creation of amendments and memos ■ Impossible to match retro-bill invoice with customer’s details | Building the Effective Enterprise 25

QAD Customer Management Mass Pricing Changes using Price List ■ Auto-create amendments based on a Retrobill Price List ■ Create pending invoices for the retrobill | Building the Effective Enterprise 26

QAD Customer Management Display details for Retrobill Invoice ■ Currently: Displays only one line with total extended price change. ■ Now: All necessary details displayed, including customer reference, shipment info and price change. | Building the Effective Enterprise 27

QAD Customer Management Internationalization (I 19) ■ Business Drivers § Compliancy Requirements − Local Legal (Country specific) − International (IFRS) § Legal documents § Operational Practices | Building the Effective Enterprise 28

QAD Customer Management Legal Documents and Certifications ■ Legal documents § Nota Fiscal (Brazil), Remito (Argentina), Guia de Despacho (Chile), Irsaliye (Turkey), Dokumenty Magazynowe (Poland), “Stock Card” (Thailand) ■ Certifications § Portuguese Decree 363: Digital signature for customer invoices and shipping documents § Germany - IDW Auditing Standard 880 (IDW Au. S 880) QAD EE 2012 Go. B Testat IDW PS 880 | Building the Effective Enterprise 29

QAD Customer Management Transformation Benefits ■ Control speed and impact of change ■ Deliver ease of use and information visibility ■ Reduce costs and streamline processes | Building the Effective Enterprise 30

QAD Customer Management What does Transformation mean for you? Build your Foundation Transform at your Pace Planning your Future | Building the Effective Enterprise 31

QAD Customer Management Planning for the Future ■ ■ ■ Web Warranty Business Process Management (BPM) Role-based dashboards BI for Customer Scheduled Orders Trade Promotions Management (TPM) “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 32

QAD Customer Management Warranty Claim Business Challenges ■ For Organizations needing to reimburse Third Party Service Providers for Warranty Claims § Cost of warranty management § Managing relationships and communication with third party service providers § Timely product quality awareness “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 33

QAD Customer Management Web Warranty Claim Management Claim Submittal Corrective Action Web, e-mail, fax, other Claim Processi ng Quality Warranty Contract s & Analytics Vendor recovery, collaborative quality & cost management Claim Review & Payment Supplier Warranty Parts Usage & Return Validate Approve / Reject Workflow Credit Memo A/P Buy/Sell Material Transfer RMA “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 34 34

QAD Customer Management Web Warranty Key Capabilities ■ ■ ■ Claim submittal Claim review Claim processing Part usage & returns Inspection results recording Warranty contracts & analytics “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 35

QAD Customer Management Web Warranty Claim Management “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 36

QAD Customer Management Third Party Service Provider - Parts to Return - Shipments - Claim Payments “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 37

QAD Customer Management Complete Internal Business Process “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 38

QAD Customer Management Is Web Warranty For You? ■ Third party service providers or distributors/dealers provide warranty-related services for end users of your product ■ Receive warranty claims from business partners ■ Replace parts used during warranty work ■ Gather and report failure information related with these claims ■ Ability to better track and manage your warranty cost “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 39

QAD Customer Management QAD Business Process Management • Foundation: - Visualization - Automation - Control • Advanced: - Measurement - Continuous Improvement “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 40

QAD Customer Management Visualization – Active Processes “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 41

QAD Customer Management Visualize/Control Tasks • To Do list • Drill Down • Group Task Ownership • Release Tasks • Re-assign Tasks • Complete Tasks “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 42

QAD Customer Management QAD BPM Standard Processes ■ ■ Item Creation Customer Creation Supplier Creation Sales Order Credit Hold/Review “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 43

QAD Customer Management Role-Based Dashboards “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 44

QAD Customer Management Role-Based Dashboards ■ All in one starting point § Combine : − Role-based Collections/Browses − Analytics: BI and Op Metrics − Process maps − Inbox (BPM notification center) − Quick searches − URLs (HTML) “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 45

QAD Customer Management Dashboards at a Glance B I Process map In box Op Metrics Browse “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 46

QAD Customer Management BI for Customer Schedules ■ Add support for Customer Scheduled Orders in the BI Order Management module § KPIs like OTIF (On Time and In Full) currently reflect discrete orders and not scheduled orders § Include Customer plan and ship schedules “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 47

QAD Customer Management BI Sales Module Enhancements ■ Update current BI Order Management fact tables to reflect scheduled orders required ship schedule (RSS) quantities ■ Add fact tables for customer ship, plan, and sequenced schedules “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 48

QAD Customer Management Trade Promotions Management § Powerful Promotion Planning § Efficient Deduction Resolution § Automated Claims Processing § Tight Integration with Financials § Robust Reporting/Analytical Tools Trade spend averages 20% of gross sales “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 49

QAD Customer Management QAD Trade Promotion Management ■ QAD’s Trade Promotion Management (TPM) provides: § Management of various promotional deals § Increasing visibility of discounts earned during and after sales process § Validating monies owed vs assumed § Automating and ensuring validity of claim deduction process “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 50

QAD Customer Management Benefits of TPM ■ Manages trade spend complexities: § Large volume of time sensitive promotions or buying organization contracts § Lengthy deduction resolution time § Hard to handle transactional impact § Accruals difficult to explain to auditors “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 51

QAD Customer Management QAD’s Vision For Customer Management | Building the Effective Enterprise 52

QAD Customer Management Future Horizons ■ Focus on the expanding User Experience Improvements and Process Efficiencies § Enhance Quote to Fulfillment/Shipping process § Streamline Sales to Service and renewal process § Leverage Business Process Management across the suite | Building the Effective Enterprise 53

QAD Customer Management Enhanced Sales and Service Management ■ Sales Quote and Sales Order § Core Sales Quotes/Orders improvements § Sale of service during quote/order taking ■ Best Pricing § Flexible and Dynamic Analysis Code ■ Service & Support Management § Automated contract creation, renewals § More sophisticated contract management “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 54

QAD Customer Management Sales and Service Collaboration Sales Quote Sales Order Shipment Contract Invoice Billing Invoice “Roadmap Subject to change without notice. The above is intended for information purposes and should not be incorporated into a contract” | Building the Effective Enterprise 55

QAD Customer Management Summary | Building the Effective Enterprise 56

QAD Customer Management Summary ■ Transform your organization based on your changing business needs and demands § Enhanced User Experience § Mobile § Streamline business processes ■ Explore your options § Wealth of information, demos and sessions designed to support your goals | Building the Effective Enterprise 57

QAD Customer Management Next Steps While at Explore ■ Attend these related sessions (or review recordings): § Debunking the Upgrade Myth: It’s easier than you think – Wed, 1: 30 PM § How to Deliver the Right Information at the Right Time – Wed, 2: 45 PM § The Power of. Net Upgrade – Wed 4: 15 PM § Trade Management – Wed, 4: 15 PM § Using a Web Storefront to Drive Sales of Configurable Products – Thu, 9: 45 AM | Building the Effective Enterprise 58

QAD Customer Management Next Steps While at Explore ■ Attend the Demo Theater: § Customer Management Role-Based Centers – Tues, 6 pm ■ Enroll in optional training: § Going Mobile – either Thu Afternoon or Fri Morning ■ Stop by the Solutions Expo | Building the Effective Enterprise 59

QAD Customer Management Questions & Answers ■ Mary Ann Guthrie: mtg@qad. com ■ Frank Feustel: fzf@qad. com | Building the Effective Enterprise 60

QAD Customer Management Transform Customer Service Experience with QAD Customer Management www. qad. com ©QAD Inc. 2013 | Building the Effective Enterprise 61