QAD Explore 2012 QAD Service and Support Lisa

QAD Explore 2012 QAD Service and Support Lisa Ozkan Sr. Product Manager, QAD

QAD Service and Support 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 Service and Support Agenda • • Challenges facing service organizations QAD Service and Support Management overview Future direction Summary 3

QAD Service and Support Session Overview • Service and Support After Sales - QAD Service and Support Management solution supports the Effective Enterprise by: • Delivering a complete suite that manages end-to-end service operations • Supporting your service force globally wherever they operate • Delivering best practice processes • Enabling and promoting greater efficiencies throughout your service chain 4

QAD Service and Support Challenges Facing Service Organizations 5

QAD Service and Support State of Service Management Market Pressures in 2012 45% Lower customer spending Increasing competition in service 44% 35% Shrinking service margins Increasing product-based competition 0% 32% 20% 40% 60% Percentage of Respondents, n=220 Source Aberdeen Group January 2012 6

QAD Service and Support Business Drivers – For Service Operations • Providing top-notch customer service • Maintaining brand loyalty and brand visibility • Reducing service costs and improving the speed of service and support • Seeking to be services-led as a competitive advantage 7

QAD Service and Support Operational Drivers • Provide responsive and informative customer service experience • Meet and exceed Service Level Agreements • Manage services inventory - Both internal and field • Automate field preventative maintenance schedule 8

QAD Service and Support Management Overview 9

QAD Service and Support Effective Enterprise for After-Sales • Tools that enable outstanding customer service - Smart user experience: Role-based interaction - Integrated business processes - Multi-channel access 10 10

QAD Service and Support Why Select QAD Service and Support? • Fully integrated solution with QAD Enterprise Applications • Provides a complete view of customer support activities • Role-based user interface • Complete solution covering all phases of aftersales support • Manages operational and financial activities • Supports global companies 11

QAD Service and Support What Is It? • QAD Service/Support Management (SSM) • QAD Mobile Field Service (MFS) • QAD Field Service Scheduler (FSS) 12

QAD Service and Support QAD Service/Support Management (SSM) • • Installed base management Warranty and claims management Service contract management Returns Call management Services parts Service cost tracking Service billing 13

QAD Service and Support QAD SSM Benefits • Accurate service cost and revenue tracking • Installed base tracking after sales to better serve customers • Reduced cost of warranty and contract administration through automation and visibility • Streamlined service-oriented activities (call management, field service, returns) • Optimized engineer time and service inventories 14

QAD Service and Support Field Service Blues Top Customer Complaints over Field Service Technician did not resolve the issue 45% Technician did not arrive on time 32% Time to get technician on site 28% 23% Improper billing for service 0% 20% 40% 60% Percentage of Respondents, n=220 Source Aberdeen Group January 2012 – Respondents asked to select top 3 15

QAD Service and Support QAD Mobile Field Service (MFS) • Designed for your field service engineer - Call assignments - End-user details - Simplified call activity reporting - Parts replenishment - Inventory Inquiry - Installed Base Inquiry - Field Service Report - Capture digital signature 16

QAD Service and Support QAD Field Service Scheduler (FSS) • Designed for your dispatcher/scheduler - Match engineers and skills to customer needs and visualize each engineer's day in advance - Centralized, integrated scheduling and allocation of people, skills, and service parts inventories - Intelligent mapping and planning for scheduled visits 17

QAD Service and Support QAD MFS & FSS Benefits • • • Preventive maintenance timeliness Call activity recording efficiency Improved engineer utilization Reduced aged parts write-off Improved fault code analysis Direct visibility of inventory Capture proof of service Improved service part transfer process Improved first time fixed rates and SLA compliance 18

QAD Service and Support Recent Enhancements 19

QAD Service and Support QAD SSM Enhancements • Role-based usability enhancements - • • • Customer Support Center Process Maps Operational Metrics Reports (EE only) Workflow alerts for calls/visits/MO created Engineer scheduling enhancements ISB and call management enhancements Streamlined service logistics Depot repair enhancements 20

QAD Service and Support Role-Based User Experience • Intelligently grouped views and functionality based on needs of various roles within a service organization • Operational service KPIs 21

QAD Service and Support Reporting • QAD 2010. 1 EE • 28 SSM Reports released using Reports Framework (old reports can still be accessed) • Some of the old reports can be eliminated with browses or combined into single report • QAD 2011 EE+ • Customer Management Reporting Bundle • 180+ reports/browses 22

QAD Service and Support March 2012 Release • Customer Management Reports and Browses Bundle 1. 2 - Available for QAD 2011 EE+ - Download from QAD Store • Mobile Field Service 3. 1 • - Available for e. B 2. 1 SP 4+, QAD 2009 EE+ Technology update to use Tomcat Web Server Multiple workspace support for each engineer Enhanced error log visibility and management Laptop version of MFS only, until we develop client app for additional devices - User definition per NU (used to be per Named User/device) 23

QAD Service and Support Future Direction 24

QAD Service and Support Vision for Service & Support Suite • Smart user experience • Adaptable business processes • Access anywhere anytime 25

QAD's Service and Support QAD’s Service & Support – Roadmap • • Sale of service ISB enhancements Improved contract pricing Improved contract renewal quoting and tracking • Evaluating tablet and smart phone needs • Self-service over web - Starting with Web Warranty 26

QAD Service and Support Web Warranty Joint Development • • • Brief customer introduction What is “Web Warranty”? Why is it Important? Current Status How can you get involved? 27

QAD Service and Support Hendrickson Background • 1913 Hendrickson Motor Truck Manufacturing Company founded by Magnus Hendrickson - Chicago, IL. • 1926 Invented first tandem “walking-beam” suspension • 1951 Launched production of tandem suspensions for the entire trucking industry • 1977 Produced one-millionth truck “walking-beam” suspension • 1993 Acquired York Axle in Europe • 2010 Introduced HUV, heavy-duty rubber suspension to the China market 28

QAD Service and Support Hendrickson Background • A leading global manufacturer of heavy-duty mechanical, elastomeric and air suspensions; integrated and non-integrated axle systems; and parabolic and multi-leaf springs; bumper and trim components to the global commercial transportation industry. • Comprised of state-of-the-art facilities and manufacturing centers in the United States, Canada, Mexico, the United Kingdom, Spain, Turkey, India, China and Australia • Employees: ~2400 29

QAD Service and Support What is Web Warranty? Claim submittal Corrective Action Vendor recovery, collaborative quality & cost management Quality Web, e-mail, fax, other Claim processin g Validate approve / reject Claim review & payment Workflow credit memo A/P Warranty contracts & analytics Supplier warranty Parts usage & return Buy/sell material transfer RMA 30

QAD Service and Support How Does It Look? 31

QAD Service and Support Why is it Important? • Manufacturers spend about 7% of their product revenue on warranty claims • $23 billion in the US alone - U. S. Securities and Exchange Commission (SEC) filings, which since 2003 have been required to report warranty costs Source: IDC Manufacturing Insights report “Methods and Practices: Warranty Capabilities Maturity Model”, Sheila Brennan, Joe Barkai May 2011 32

QAD Service and Support Current Status • Partial delivery – April 2012 • Final delivery – July 2012 • CRP, UAT – July-Sept Prototype Jun 2011 CRP & UAT Joint Development Sep 2011 May 2012 Apr 2012 Early Adopter Implementation Sept 2012 Jul 2012 33

QAD Service and Support How Can You Get Involved? • Early Adopter Program starting Fall 2012 • Contact your sales rep to indicate your interest 34

QAD Service and Support Summary 35

QAD Service and Supports Effective Enterprise by • Delivering a complete suite that manages end-to -end service operations • Supporting your service force globally wherever they operate • Delivering best practice processes • Enabling & promoting greater efficiencies through out your service chain 36

QAD Service and Support Benefits and KPIs • • Deliver outstanding customer service Reduce operational costs Improve service revenues Increase profit 37

QAD Service and Support Next Steps After Explore • June 20, 2012 - Web Warranty Webinar • July 11, 2012 - Excellence In Customer Service For Today And Tomorrow 38

QAD Service and Support Questions & Answers Lisa Ozkan Sr. Product Manager, QAD olo@qad. com 39

www. qad. com © QAD Inc 2012 40