Enhance Your Customer’s Experience: Prospect, Order Management and Service Mary Ann Guthrie, Sr....
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Enhance Your Customer’s Experience:Prospect, Order Management and Service
Mary Ann Guthrie, Sr. Director, Research & DevelopmentCheryl Crane, Principal Business AnalystBrian Wintz, Architect
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
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• Customer Management (CM)- The Effective Enterprise, Customer
Management Suite and You
• In Partnership- Customer Success
• New for today and tomorrow
• Q&A
Agenda
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Every business process working atpeak efficiency and perfectly aligned
with your strategic goals.
The Effective Enterprise
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Holistic View of Your Enterprise
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People
Process Systems
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• CRM- Customer Relationship Management
• Sales- Order Management, Distribution, CSS,
Configurator
• Service & Support- SSM, Field Service Management
Customer Management Suite
Customer Management
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• Smart simplicity- Role-based concepts- Information access- Access anywhere, anytime
• Customer partnership
QAD Customer Management Philosophy
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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
• BI Sales Module
• Alerts- Sales orders on credit
hold- Call assigned
Monitor, Measure, Message
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• Internationalization: Legal Documents
Support for the Global Enterprise
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Brazil : Nota FiscalArgentina: RemitoChile: Guia de Despacho
Turkey: IrsaliyePoland: Dokumenty magazynoweThailand: “Stock Card”
Argentina Brazil
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QAD Business Process Management
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BPM for Continuous Improvement
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Link People and Process- Define Process and Roles- Execute Business Process- Measure Results- Identify Bottlenecks and
Costs- Refine and Document
Change
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Synergic Solutions for the Effective Enterprise
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People- Role-Based Centers
- Operational Metrics
- New Reports
Systems- CRM- Order Management- Service & Support
Process- Business Process
Management- Business Intelligence
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Customer Success
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• EPC is a leading designer and manufacturer of premium rotary incremental and absolute encoders used for motion feedback
Encoder Products Company (EPC)
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• Pain points- Needed effective tools to generate marketing
campaigns• Frequent campaigns with hundreds of targets
- Transitioning salespeople - Customer data fragmented in different systems - Poor usability of previous sales automation
system
Encoder’s CRM and Sales Challenges
CRM Customer Success
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• Encoder Products rolled out CRM in marketing, sales, and customer service- Effective 360 degree view of customer data - Increased campaign hit rate- 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
QAD CRM Benefits
CRM Customer Success
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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 Customer Success
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EPC Configurability as a Differentiator
Configurator Customer Success
• Encoders are highly configurable and governed by a complex rule set
• EPC distinguishes itself from the competition in cost, quality, delivery and value
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• Customer Service- Speeding up order entry- Shorten training time for operators
• Engineering- Support for MTS, ATO, MTO and ETO- Complete and accurate BOMs- Convert lengthy catalog numbers
• Marketing- Sales trends by encoder options
Encoder’s Challenges and Opportunities
Configurator Customer Success
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EPC Ordering Guide
Configurator Customer Success
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A powerful application designed to simplify processing of configure-to-order products- Captures engineering knowledge- Guides through the selling process- Automatically generates work orders and
routings
QAD Configurator
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Configurator Benefits
Configurator Customer Success
• Order entry training reduced from 6 to 1 month
• Reduction of order entry errors by over 50 %• Satisfying customers standard delivery times
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• Ion-beam systems and electron microscopes for nanotechnology
• 3 research centers and 50+ service locations in Americas, Europe, and Asia
FEI Company
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• Pain points- Global with inconsistent methods- Lack of workforce scheduling visibility- Accuracy of field service reports- Delays in invoicing and payments- Service call information siloed
FEI’s Field Service Challenges
Service & Support Customer Success
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QAD SSM with Mobile Field Service
• FEI rolled out QAD Mobile Field Service to 400 Field Engineers- Improved Field Service Reporting data entry time and
accuracy, consistent and more detailed capture of repair comments
- Electronic parts ordering, ability to create new service requests in the field
- Improved Planned Maintenance timelines by 5%- Increased field service engineer utilization by at least 5%- Reduced aged parts write-off by 10%- Electronic capture signature for customer proof of service
Service & Support Customer Success
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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. When a customer calls for service, we are confident that we are providing them with the best service based on up-to-the-minute information. "
Jim Fetterman, Vice President Worldwide Services - FEI
QAD Service & Support Suite
Service & Support Customer Success
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Today and Tomorrow
Customer Management
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• Access for varied and changing needs- How today’s APIs enable tomorrow
Foundation for the Future
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.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- Workflow and BI- CRM/Sales
eCustomer, iCustomer & DroidCustomer
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CRM WebClient andLotus Notes Integration
Customer Management
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• Run QAD CRM as a Progress thin client
• Simplified and lower cost deployment
• No need to deploy CITRIX or Terminal services for WAN deployment
Introducing Remote, Online QAD CRM Access
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• Much lower deployment cost- No requirement for CITRIX
or Terminal services for remote users
• Simplified Client Installation- Click on a URL and the
client automatically installs
• Simplified Remote User Experience
CRM WebClient Benefits
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• CRM 6.5 Will be available for On Demand Internal release and selected Early Adopter customers in Winter 2011 and will support:- EE for QAD EA 2009 through QAD EA 2011.1- SE for QAD EA 2007.1 through QAD EA 2011
When can I have it?
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• Integrates seamlessly with the Notes client for simple installation- Activities, Contacts and Mail
• Integration makes available Qxtend API’s for major business objects to all CRM customers- Future improved Outlook integration
• Early Adopter implementation currently underway- GA planned for Sept 2012
Lotus Notes Integration For CRM
Future CRM Releases
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QAD Configurator
Customer Management
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Configuration for the Web
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CSS - Sept 2011Full “Configured Products” support
CSS - March 2012Support of QAD Configurator
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• What customers have asked for!- Full product configuration in CSS- Easy shopping cart order process- Visibility of configurations
QAD Configurator and CSS
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New Concept: Standard Configurations
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CSS /Configurator
Five Simple Steps
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2. Review standard
configurations
5. Check out
4. Add to shopping
cart
3. Use as-is or change
configuration
1. Select configurable product from
catalogue
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1. Select Configurable Product
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2. Review “Promotional” Configurations
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3. Select or Change Configuration
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4. Add to Cart
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5. Check Out
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• Configurator and CSS- Release planned for March 2012- eB2.1 SP4 and higher, including EE
• No additional charge- CSS and Configurator need to be licensed and
on maintenance
When can I have I have it?
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Web Warranty
Customer Management
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What is Web Warranty?
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Warranty Contracts
& Analytics
Web, e-mail, fax, other
ValidateApprove / Reject
Buy/SellMaterial TransferRMA
WorkflowCredit MemoA/P
Corrective Action
Vendor recovery, collaborative quality & cost management
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Web Warranty
Enhance Your Customer’s Experience
• Claim Submittal- Create and process warranty
claims over the web- e-mail notifications
• Claim Review- Review/correct/complete
claim information- Track warranty claims
• Claim Processing- Approve/Reject the warranty
claims- Submit approval to AP for
payment
• Part Usage & Returns- Send materials to the
warranty customer- Receive broken parts from
warranty claim customer- Capture and track total
cost associated with the claim
• Record Inspection Results
• Warranty Contracts & Analytics
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• Web Warranty- Release to Early Adopter in Summer 2012- Future support for EE
• Creates the Foundation for a new Web Framework for QAD
When can I have I have it?
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Business Intelligencefor Sales
Customer Management
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BI Sales Module for Sept 2011
Strategic KPIs Tactical KPIs Dashboard Items
Customer Delivery Performance
Shipping Performance • Value of Orders Due to Ship this Period• Value of Orders Due to Ship this Quarter
Perfect Order (OTIF) • Order Line Performance
Sales Plan Performance
Sales Performance • Top 20 Customer Grid• Sales by Territory• Sales by Channel• Sales Trends by Product Line
Product Sales • MTD and QTD Bookings• MTD and QTD Invoices
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BI Portal - Dashboard
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QAD BI Mobile for iPad
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BI Future Sales KPIs
QAD Enterprise Effectiveness Scorecard
Delivery In Full and On Time (DIFOT)
Forecast Accuracy
Inventory Turns
Safety Stock Level
Obsolescence Cost
Forecast Accuracy
Production Plan Accuracy
Supplier Fulfillment
Unplanned Maintenance
Requirements Plan Accuracy
Changes to Production Plan
% of Backorders
Average Order Cycle Time
Order Documentation Accuracy
% In Full And On Time By Line
Inventory Accuracy
% In Full And On Time By Order
Freight Costs as % of Sales
Delivery Schedule Adherence
Order Management Costs
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BPM and Customer Mgmt
Customer Management
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• Supports pre-defined, long-lived business processes• Involves multi-user collaboration• Manages state of in-process work• Continuously monitors events, work status• Collects work history
BPM Concepts
Enhance Your Customer’s Experience
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• QAD BPM- Release for March 2012- Framework and Working Samples- Few or no application code changes- Deployable as add-on with QAD EA EE or SE
• Future- Defined and Validate Flows for Major Business
Processes across the Enterprise
When can I have it?
Enhance Your Customer’s Experience
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• Sales Quote with Discount Approval
• Sales Order with Compliance Check
• Sales Order with Credit Hold Resolution
• CSS order with Credit Card Validation at Shipment
• Manage Marketing Campaign with Budget Approval
• Opportunity to Customer and Order
• Configure to Service
• Call to Invoice with MFS
• Request for Return to Replacement/Repair
Customer Management Proposed Flows
Enhance Your Customer’s Experience
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Sales Quote with Discount Approval
Enhance Your Customer’s Experience
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Trade Promotion Management
Customer Management
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• A New Approach across the Suite- TPM across QAD EA
• Four primary functions- Promotions- Rebates- Deductions- Claims
Trade Promotion Management (TPM)
Enhance Your Customer's Experience
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Maintain TPM
Accounts
Maintain Groups
MaintainAttributes
AP Check RunAR Open
ItemsProcess Accruals
Sales Orders,
Sales Quote, Pend Invoice
PromotionMaintenance
Maintain Deduction Categories
Invoicing
ClaimMaintenance
Deduction Maintenance
Process Deferred Discounts
Generate ClaimsDeduction
Review
Promotions
Sales and Invoicing
Trade Promotion ManagementEnhance Your Customer's Experience
Price Lists/Best Pricing
Financials
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• Trade Promotion Management- Planned for Early Adopters Sept 2012- EE 2011 and beyond
When can I have I have it?
Enhance Your Customer's Experience
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And in Addition…
Customer Management
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• Need to tailor the business process – by industry, process, differentiators
• Based on ever-evolving characteristics of your products and processes
• Create the “Custom Fit”- Attributes that drive business processes- Defined by System or Customers
Business Attributes provide a Custom Fit
Enhance Your Customer's Experience
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• Extend Static Data or Transactions- Contracts, Items, Sale orders, S/O lines…
• Define, create and leverage attributes- Such as Version, Color, Type…
• Leverage Attributes for Processing- Creating configurations, pricing, contract creation…
Attribute Management
Enhance Your Customer's Experience
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• More flexible pricing- Attributes and SO/SQ analysis codes (i.e. order type, color, etc.)
- % of net price or list price of an other product- Periodic or manual price increase (%) of selected price lists
• Dynamic analysis code generation- Currently batch and in advance only
• Enhanced Best Pricing API and What-if-Pricing
Best Pricing
Enhance Your Customer's Experience
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• Sales quote and sales order - Core Sales Quotes/Orders improvements- BPM enabled- Sale of service during quote and order taking
• Service & Support Management- Automated contract creation, renewals- More sophisticated contract management
Enhanced capabilities and collaboration
Enhance Your Customer's Experience
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Services and Sales - Collaboration
Enhance Your Customer's Experience
Sales Quote
Sales Order
Shipment
Invoice
Contract
Billing
Sales Quote
Sales Order
Shipment
Invoice
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Synergic Solutions for the Effective Enterprise
Enhance Your Customer's Experience
People- Role-Based Centers
- Operational Metrics
- New Reports
Systems- Promotion Management- Dynamic Pricing- Warranty Management
Process- Business Process
Management- Business Intelligence
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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
Let us know
Enhance Your Customer's Experience
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Time for Q&A
Mary Ann Guthrie – [email protected] Crane – [email protected] Brian Wintz – [email protected]
Thank you!
Enhance Your Customer's Experience
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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
Enhance Your Customer's Experience
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• Better “CRM” related information- Customer tier, channel, industry- Extend with Customer attributes- Enhanced integration with CRM
• Manage Contacts, Relationships and Roles- Define Customer and End Users- Multiple internal representative contacts (employees)
Customer and Contact Management
Enhance Your Customer's Experience
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• Enhanced kit functionality- Kits, bundles, or sets of products and services- Creation of a kit without a new variant item number
• Pricing Enhancements- Leverages Enhanced Best Pricing- Displaying Price at Kit or Component Levels
• New Attribute creation rules
• New SO/SQ Line Charge creation rule
Configurator
Enhance Your Customer's Experience
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• SQ/SO Capture Enhancements - Linked Lines- Attributes for line items- Enable line charges for Quotes
• SQ/SO Approval Status - System and User-defined states- Preparation for workflow
• Seamless link to Service Contracts and ISB
• Invoice Consolidation and Reporting Enhancements
Sales Order, Sales Quote and Invoicing
Enhance Your Customer's Experience
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• Sale of Service- Auto-create contracts and ISB- Invoice product and service together or separately- Auto-create sales quotes for contract renewals
• ISB enhancements- Customer-defined ISB attributes - Pricing item during sale or sale of service coverage- Ability to set an expiration date on an ISB item
• Extensive Service Contract Improvements- Best pricing for contracts- Improved contract renewal quoting and tracking - Flexible Contract Maintenance and Billing
Service and Support Management
Enhance Your Customer's Experience