QAD Explore 2012 QAD Customer Management Mary Ann

QAD Explore 2012 QAD Customer Management Mary Ann Guthrie Senior Director of R&D, QAD

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. 2

QAD Customer Management Agenda • Solutions for the Effective Enterprise • QAD’s Customer Management Overview - A day in the life - Customer success story • Recent Enhancements • Future Direction • Summary 3

QAD Customer Management Supports the Effective Enterprise • Delivering best practice solutions for customer management - Solutions targeted to your business - Enhancing process efficiency • Support global enterprises - Internationalization • Address demand for mass customization and multi-channel access - Configuration - Customer self service 4

QAD Customer Management Suite 5

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

QAD Customer Management A Day in the Life 7

QAD Customer Management A Day in the Life • • Customer Service Representative Samantha Sales Manager Frank Locate Customer Take Order Up-Sell Orders Print Sales Report • On the Road − Sales Alerts, Analytics • In the Office − Sales Research, Past Due Orders Credit Manager Marlene • Credit Alerts • Release SO Hold 8

QAD Customer Management - CSR, Samantha Excellence in Customer Service • Find all customer information • Locate sales order and provide status • Process sales order • Position cross-sell up-sell options • Access hot buttons, reports 9

QAD Customer Management - CSR, Samantha Review Sales Order Details 10

QAD Customer Management - Sales Manager, Frank Prep for Sales Meeting • Top sales reps • Sales revenues and gross margins • Top regional sales teams 11

QAD Customer Management - Sales Manager, Frank Excessive Sales Order Discount • Alert to Smartphone • Sales order line discount exceeds maximum • Other sales alerts • Excessive customer discount • Sales order gross sales margin below minimum 12

QAD Customer Management - Sales Manager, Frank Review Heavily Discounted Order 13

QAD Customer Management - Sales Manager, Frank Analysis on Salesperson/Channel • Top / bottom analysis • Sales reps • Customers • Product lines • Shipments on time and in full 14

QAD Customer Management - Sales Manager, Frank Review Open Past Due Orders • CM Op Metrics • Overdue orders • Value of open amount of overdue order lines 15

QAD Customer Management - Credit Manager, Marlene Monitoring for Credit Hold 16

QAD Customer Management - Credit Manager, Marlene Task Notification – Credit Hold 17

QAD Customer Management - Credit Manager, Marlene Research and Remove Credit Hold 18

QAD Customer Management - Credit Manager, Marlene Review Credit (New Report) 19

QAD Customer Management Century Yuasa Batteries Pty Ltd (CYB) “The browse and menu collections are very customizable in QAD. Net UI and extremely useful in terms of increasing efficiency for the end users and making the system easier to use. Together with the process maps and browse functionalities such as buttons and links, they have become indispensable for our end users in their daily activities and also greatly reduce the training time for new users. ” Paulus Wanandi, Executive Director, CYB 20

QAD Customer Management CYB – Tailored Process Maps 21

QAD Customer Management CYB - Preventative Maintenance 22

QAD Customer Management CYB – Call Collection 23

QAD Customer Management CYB – Collections for Infrequent Users 24

QAD Customer Management CYB – Consignment Report 25

QAD Customer Management Recent Enhancements 26

QAD Customer Management CM Reporting • QAD 2011 EE+ • Customer Management Reporting Bundle • 180+ reports and browses • Access QAD Store • Reporting Framework only • SE for 2009+ • EE for 2009+ 27

QAD Customer Management Configuration for the Web CSS - Sept 2011 “Configured Products” support CSS - March 2012 Support of QAD Configurator 28

QAD Customer Management e. Commerce for Configured Orders • Configure to Order for your B 2 B Customers - Full product configuration in CSS - Easy shopping cart order process - Visibility of configurations • Integration is not a separate module 29

QAD Customer Management QAD CRM Web. Client • Remote on-line CRM Access - Run QAD CRM as a Progress thin client • Simplified “One-Click” deployment • Lower Cost - No need to deploy CITRIX or Terminal services for WAN deployment 30

QAD Customer Management QAD Service & Support Enhancements • Role-based Usability Enhancements • Service Reports, Service Alerts, Op Metrics • Depot Repair, ISB, and many functional enhancements • Mobile Field Service updates 31

QAD Customer Management Related New Enhancements • QAD BI Sales Module - e. B 2. 1 or higher - For i. Pad and Android Tablets QAD Store • QAD BPM - March Release for early adopters - SE and 2011 EE+ - Initial 4 QAD processes • Item, customer & supplier create • Sales order credit hold/review 32

QAD Customer Management Future Direction 33

QAD Customer Management Trade Promotion Management (TPM) • A new approach - TPM across QAD EA • Four primary functions - Promotions Deductions Rebates Claims • Early adopter - Sept 2012 34

QAD Customer Management Trade Promotion Management Maintain Groups Promotions Sales and Invoicing Maintain Attributes Maintain TPM Accounts Financials Sales Orders, Sales Quote, Pend Invoice Promotion Maintenance Maintain Deduction Categories Price Lists/ Best Pricing Claim Maintenance Deduction Maintenance Invoicing Generate Claims Deduction Review Process Deferred Discounts AP Check Run AR Open Items Process Accruals 35

QAD Customer Management Web Warranty Claim Submittal Corrective Action Quality Vendor recovery, collaborative quality & cost management Supplier Warranty Warrant y Contrac ts & Analytic s Parts Usage & Return Web, e-mail, fax, other Claim Processi ng Claim Review & Payment Validate Approve / Reject Workflow Credit Memo A/P Buy/Sell Material Transfer RMA 36

QAD Customer Management Web Warranty 37

QAD Customer Management Future Plans and Direction • User experience (UX) - Mobility Portability Flexibility Productivity Simplicity 38

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 39

QAD Customer Management Sales and Service Collaboration Sales Quote Sales Order Shipment Contract Invoice Billing Invoice

QAD Customer Management Summary 41

QAD Customer Management Supports Effective Enterprise by • Delivering a complete solution for: - Sales Customer service Distribution Service and support • Delivering best practice processes and KPIs - Sales orders – on time and in full - Service open calls by queue - Fault code analysis and engineer utilization • Enabling and promoting greater efficiencies - Enhanced user experience 42

QAD Customer Management Benefits • • Deliver outstanding customer service Reduce operational costs Create loyal customers Increase profitability 43

QAD Customer Management Next Steps at Explore • Attend These Related Sessions : - QAD Business Process Management • Richard Day – Sr. Product Manager, QAD • Wednesday, May 9 @ 2: 45 PM - Business Intelligence: A Closer Look • Luc Janssen – Director Product Management, QAD • Wednesday, May 9 @ 4: 15 PM - QAD Customer Self Service for Configurable Products • Frank Feustel – Director Product Management, QAD • Thursday, May 10 @ 11 AM - QAD Service and Support • Lisa Ozkan – Sr. Product Manager, QAD • Thursday, May 10 @ 11 AM 44

QAD Customer Management Next Steps at Explore • Attend QAD Demonstration Theatre : - Business Process Management – Demo Session • Richard Day – Sr. Product Manager, QAD • Wednesday, May 9, 2012, 4: 15 PM 45

QAD Customer Management Next Steps at Explore • Stop by the Solutions Exposition Center - Demonstrations : • • • CRM Customer Self Service and QAD Configurator Service & Support Management Business Process Management Business Intelligence (BI) 46

QAD Customer Management Let Us Know 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 47

QAD Customer Management Questions & Answers Mary Ann Guthrie Senior Director of R&D, QAD mtg@qad. com 48

www. qad. com © QAD Inc 2012 49