Who is the Customer Experience Board and What

Customer Experience Board Member Structure – September 2014 Copyright © 2014 Infor. All rights

Who are we? Wendy Woitalla – Lawson/NA Dave De. Primo – Lawson/NA Joseph Mc. Devitt – Lawson/NA Karl Danielson– Lawson/NA Frank Schilling– M 3/EMEA Ken Kemp – Syte. Line/NA Anton Hobbs –Syte. Line/UK Allan Davies – Syte. Line/APAC Suzanne Minard – Distribution/NA David White – Distribution/NA Jason Snoeyink – Visual/NA John Mc. Cormack – LN-Baan/UK Tony Pisa – EAM/NA Ed Assenheimer – System i / NA Copyright © 2014 Infor. All rights reserved. 3

And why are we here? • Represents the global Infor customer base in collaborative efforts with the Infor executive team to drive improved communications and higher levels of customer experience • Infor supports the activities of this group • The organization will remain largely customer led but with some Infor involvement • Administration will be the responsibility of the Customer Programs team • Current Initiatives ˗ ˗ ˗ Global Enhancement Request Process and System Channel Partner Relations Upgrades / Compatibility Matrix / Customer Portal Copyright © 2014 Infor. All rights reserved. 4

CEB ER Committee Who are we? And why are we here? • What is the goal of the Enhancement Request Committee? ˗ ˗ To develop a global ER system that can be utilized by all customers/all products To ensure social collaboration allowing both customers and product management the ability to see enhancement requests and status • What issues are we addressing? ˗ ˗ Individual product groups have individual processes Customer of multiple products have to follow different procedures All excel based and very labor intensive Poor visibility to actions and results • What solutions are we identifying? ˗ ˗ Simplified process with one entry point for all customers Endorse/Reject/Acknowledge Prioritization (voting) Product Manager acceptance/tracking Copyright © 2014 Infor. All rights reserved. 5

CEB ER Committee Solutions: Ideas for Discussion • Current Status ˗ ˗ Development currently building new ER system o Built in Mongoose o Deployed on Amazon Beta test after Inforum o Limited availability (Syte. Line, SXe) o Regroup, Update as necessary, Launch Globally • ER System Launch ˗ ˗ ˗ Phase 1 functionality: Create/Search/Sort/Filter/Find Duplicates/Endorse/Reject/Comment/Status Phase 2 functionality: Follow/More Sort Features/User Group Vote Options Phase 3 functionality: Infor Ming. le™ Overlay, additional TBD as needed Copyright © 2014 Infor. All rights reserved. 6

Sample Log-in Copyright © 2014 Infor. All rights reserved. 7

Create ER Copyright © 2014 Infor. All rights reserved. 8

ERS Details Copyright © 2014 Infor. All rights reserved. 9

Browse Copyright © 2014 Infor. All rights reserved. 10

Review Request Copyright © 2014 Infor. All rights reserved. 11

CEB Partner Committee Who are we? And why are we here? • What is the goal of the Partner Committee? ˗ ˗ To educate Infor on the challenges that exist within the Infor/Channel Partner/Customer relationship To establish a procedure to allow Customers to have direct conversations with Infor about Channel Partner issues to include the ability to switch Channel Partner. • What issues are we addressing? ˗ ˗ Channel Partner customers deal with different types of challenges and opportunities than Infor direct customers To these Customers, the Channel Partner is the face of Infor. The customer doesn’t always understand this dynamic, or in many circumstances, understand the difference between Infor and the Channel Partner • What solutions are we identifying? ˗ ˗ Encouraging a survey process for all Channel Partner Customers Developing a tool within Infor Xtreme for customers to discretely reach out to Infor when issues arise Copyright © 2014 Infor. All rights reserved. 12

CEB Partner Committee The Challenges and Benefits of Partner Relations • Challenges ˗ ˗ ˗ Lack of training with Channel Partner consultants that lack the knowledge of new features and product add-ons Resolving dead-end relationships between Customer and Channel partner Some channels refuse to work with each other. They view themselves as competitors • Benefits of Improved Relations ˗ ˗ ˗ Customer retention Software knowledge is improved – more opportunities for add-ons, services and upgrades More successful Channel Partners – working together and learning from each other. Sharing resources Copyright © 2014 Infor. All rights reserved. 13

CEB Upgrade Committee Who are we? And why are we here? • What is the goal of the Upgrade Committee? ˗ To make upgrading a more efficient and cost-effective process ˗ To ensure the right tools are available to achieve this ˗ To ensure a process for customers to understand what components are compatible • What issues are we addressing? ˗ Customizations create challenges/barriers to upgrading ˗ Difficulties in identifying the correct upgrade process ˗ Minimizing the impact on business operations and resources during upgrades • What solutions are we identifying? ˗ Product Upgrade Guidelines Documentation ˗ Upgrade Tools (Wizards) to identify problem areas and assist in the upgrade Copyright © 2014 Infor. All rights reserved. 14

CEB Upgrade Committee The Challenges and Benefits of Upgrades • Challenges ˗ ˗ ˗ Cost of resources – Personnel & Time Upgrading Customizations Database Changes Functional Changes Training • Benefits of Upgrading ˗ ˗ ˗ The Customer has the “latest and greatest” functionality Latest software technologies tie in with latest operating systems Infor can reallocate resources from supporting older versions to focus on the newer versions Copyright © 2014 Infor. All rights reserved. 15

CEB Upgrade Committee Solutions: Ideas for Discussion • Product Upgrade Guideline Documentation ˗ ˗ Upgrade checklist based on product and version Pre-flight checklist o What to consider o Steps and events involved • Upgrade Tools ˗ ˗ Database check utility – identify data problems before upgrading Wizards to guide you through the upgrade process Less “monolithic” upgrade processes One entry point for all our needs Copyright © 2014 Infor. All rights reserved. 16

CEB Upgrade Committee Things Can Get Cloudy! ? ? Infor Campus ? Infor Communities Infor. com Infor Product Microsites Infor. Xtreme • Many distributed online assets ˗ ˗ Requires customer to memorize locations and content value Discrete asset hubs can lack context of collective offering Copyright © 2014 Infor. All rights reserved. 17

CEB Upgrade Committee Creating a Unified Customer Portal Infor Campus Infor Communities Customer Portal Infor. com Infor Product Microsites Infor. Xtreme • One starting point for the information you want ˗ Upgrades, product support, enhancements, knowledge based and on-line training Copyright © 2014 Infor. All rights reserved. 18

Customer Experience Board The Conversation Continues… • Today ˗ Questions and answers • Moving Forward ˗ ˗ ˗ Your input and feedback Customer solutions – ideas for all User groups – sharing knowledge and consolidating ideas • Any Questions? • Thank you for your time. Enjoy Inforum. Copyright © 2014 Infor. All rights reserved. 19