Enhance Your Customer's Experience Mary Ann Guthrie – QAD Director, Research & Development, QAD Customer Management

Enhance Your Customer's ExperienceMary Ann Guthrie – QAD Director, Research & Development, QAD

Customer Management

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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.

Safe Harbor Statement

Enhance Your Customer's Experience

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• What’s the buzz- From our customers and industry analysts

• Customer management suite- CM suite overview

• Successful missions- Customers and QAD [at work]

• Customer management [at work]- Today- Tomorrow

Agenda


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Customer Strategic Initiatives


•Increase brand value and competitiveness•High value, high quality customer interactions

Increase Revenue

•Lower training costs•Quickly service your customer

Decrease Cost

•Consistent information access and delivery•One face to the customer

Focus on the Customer

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“Ease of use and rich user interfaces help users

To find their way through the functionally comprehensive ERP packages.”

Gartner, December, 2010

“Mobile technology empowering business people”

Forrester, January, 2011

Key ERP Trends


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• CRM- Customer Relationship Management

• Sales- Order Management, Distribution, CSS,

Configurator

• Service & Support- SSM, Field Service Management

Customer Management Suite


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• Smart Simplicity- Role-based concepts- Information access- Access anywhere, anytime

• Customer Partnership

QAD Customer Management Philosophy


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Customer Partnerships


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• Encoder Products Company (EPC) Is a privately held manufacturer of premium encoders

• Pain points- Frequent campaigns with hundreds of targets- Transitioning salespeople - Customer data fragmented in different systems - Needed effective tools to generate marketing campaigns- Poor usability of previous sales automation system

Encoder’s CRM and Sales Challenges

CRM Case Study

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• Encoder Products rolled out CRM in marketing, sales, and customer service- Effective 360 degree view of customer data - Uncovering new opportunities with better targeted

marketing activities- Customer service able to immediately respond to

customers regardless of the original sales channel- Increased levels of customer service and employee

satisfaction- Increased campaign hit rate

QAD CRM Benefits

CRM Case Study

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"Our customer service group just loves QAD CRM. Now for the first time, they can quickly and

easily determine which distributor the caller is

purchasing product from."

Bob White, IT Director - Encoder Products

QAD CRM

CRM Case Study

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"The QAD Configurator is all about turning the customer's dream into reality in the most efficient way. With the QAD Configurator we are able to control the manufacturing engineering with a single engineer,

allowing us to focus on design and innovation which is what drives growth

and market expansion.“

Laurence Julien, IT Manager - Yamaha Motor Corporation

QAD Configurator


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" QAD offers a world-class Service and Support product suite that enables us to manage our service

organization with transparency and efficiency.

QAD’s solutions improve the exchange of information between FEI’s field service, logistics and service support

teams. The result is that we have effective planning, professional logistics control and better

call management. "

Jim Fetterman, Vice President Worldwide Services - FEI

QAD Service & Support Suite


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Today…


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Smart Simplicity: Increase Responsiveness, Reduce Costs


Service & Support

Shipping

CSR

Customers

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• Role-Based Centers - Speed access and

ability to respond

- Reduce training cost

- Simplify and personalize

- Related reports and operational metrics

Intuitive, Informative, Intelligent


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• Sales metrics- Overdue orders- Not shipped on time

in full

• Services metrics- Open calls by queue- Fault code analysis- Engineer utilization

• Alerts- Sales orders

placed on credit hold

- Call assigned

Monitor, Measure, Message


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Breaking Boundaries…


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• Core Sales Quote and Sales Order - Sale of service during quote and order taking- Sales quotes/orders improvements- BPM/Workflow enabled

• Service & Support Management- Automated contract creation, renewals- More sophisticated contract management

Breaking Boundaries


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• Includes new pricing options- Attributes, such as gold or silver plating- Order characteristics, such as expedited orders

Dynamic Pricing


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• Extending sales quote, orders, items, service contracts, installed base

• Drive pricing, service/support and reference

Attributes


Configurator and Sales Quotes/Orders


• New attribute creation rules• Kit or component pricing• Enhanced for kits and links to quotes/orders

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• Order status with system and user-defined states

• BPM/Workflow enabled

Quote and Order Approval Status


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Services and Sales - Collaboration


Sales Quote

Sales Order

Shipment

Invoice

Contract

Billing

Sales Quote

Sales Order

Shipment

Invoice


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SSM - Contract Service Center

Display list of contract lines due for renewal, and select the ones to be renewed


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SSM - Contract Service CenterPreview the contract lines to be created and renew / quote

New amounts and start/end dates are shown

SSM - Contract Service Center


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Cover page and list of lines generated are included in the quote print

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• Foundation for the Future- Access for varied and changing needs

How Today’s APIs Enable Tomorrow


.Net UIWebMobile

External

Systems

Business Layer

APIs

Business

services

Business

entities

Data access

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• Evolution of CSS- Web-based Configured Orders- New web framework- Web-based Service & Support- Enhanced up-sell and cross-sell

• Mobile for iPhone, iPad and more- Mobile Field Service- BPM/Workflow and BI- CRM/Sales

Both eCustomer and iCustomer


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• CRM- Thin client deployment- Lotus Notes integration- New analytics and reporting

• Service & Support- Warranty management

• Trade Promotion Management

Additional Plans


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• CRM• Sales• Service & Support

QAD Enterprise Applications

• Enhance brand value• Effectively compete and win• Increase market share and reduce

costs

Enable the Customer-Focused

Organization

QAD EA and Customer Management


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Metrics Affected


Process Benefit Value

New Sales Channel (online)

Customer Order Entry

Online Product Catalog

•Increase customer satisfaction

•Reduction in order entry costs

•Expand markets

•Improve order accuracy

•Reduce invoice costs

•10% - 25%

•20% - 50%

•10% - 20%

•10% - 20%

•5% - 15%

Customer can enter order and payment information online

•Expand market

•Reduction of DSO

•Reduce order entry cost

•10% to 20%

•5% to 10%

•Up to 90%

Manage sales activities •Improve sales productivity

•Increase customer contact time

•10 to 20%

•5% to 10%

Forecasting •Improve sales forecasts •5% to 10%

Configure complex products based on pre-approved engineering and sales business rules

•Reduce errors •Reduce selling time •Improved sales productivity

•$000’s

•50%-90%

•10% to 50%

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• Attend Driving Customer Satisfaction and Increased Revenue Thru Enhanced Service and Support - Wednesday at 2:45- Speakers:

• Lisa Ozkan, QAD and Nathan Beste, FEI

• Attend Configured to order: Managing Complexity While Meeting Customer Demand- Wednesday at 4:00 PM- Speakers:

• Frank Feustel, QAD and Bob White, Encoder Products

• Ask for a demo of customer management solutions in the Expo!

Next Steps


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• Mary Ann Guthrie [email protected]

Questions & Answers


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www.qad.com© QAD Inc

http://www.qad.com/

Documents

Enhance Your Customer's Experience Mary Ann Guthrie – QAD Director, Research & Development, QAD Customer Management