Enhance Your Customer’s Experience: Prospect, Order Management and Service Mary Ann Guthrie, Sr. Director, Research & Development Cheryl Crane, Principal Business Analyst Brian Wintz, Architect Customer Management

2 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

3 Customer Management (CM) -The Effective Enterprise, Customer Management Suite and You In Partnership -Customer Success New for today and tomorrow Q&A Agenda Enhance Your Customer's Experience

Every business process working at peak efficiency and perfectly aligned with your strategic goals. The Effective Enterprise Enhance Your Customer's Experience

5 Holistic View of Your Enterprise Enhance Your Customer's Experience People ProcessSystems

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

7 Smart simplicity - Role-based concepts - Information access - Access anywhere, anytime Customer partnership QAD Customer Management Philosophy Enhance Your Customer's Experience

8 Role-Based Centers -Speed access and ability to respond -Reduce training cost - Simplify and personalize Related reports and operational metrics Intuitive, Informative, Intelligent Enhance Your Customer's Experience

9 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 Enhance Your Customer's Experience

10 Internationalization: Legal Documents Support for the Global Enterprise Enhance Your Customer's Experience Brazil : Nota Fiscal Argentina: Remito Chile: Guia de Despacho Turkey: Irsaliye Poland: Dokumenty magazynowe Thailand: “Stock Card” Argentina Brazil

QAD Business Process Management Enhance Your Customer's Experience 11

12 BPM for Continuous Improvement Enhance Your Customer's Experience Link People and Process - Define Process and Roles - Execute Business Process - Measure Results - Identify Bottlenecks and Costs - Refine and Document Change

13 Synergic Solutions for the Effective Enterprise Enhance Your Customer's Experience People -Role-Based Centers -Operational Metrics -New Reports Systems -CRM -Order Management -Service & Support Process -Business Process Management -Business Intelligence

14 Customer Success Enhance Your Customer's Experience

EPC is a leading designer and manufacturer of premium rotary incremental and absolute encoders used for motion feedback Encoder Products Company (EPC) Enhance Your Customer's Experience 15

16 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

17 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

18 "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

19 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

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 20

21 EPC Ordering Guide Configurator Customer Success 21

22  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 Enhance Your Customer's Experience

23 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

Ion-beam systems and electron microscopes for nanotechnology 3 research centers and 50+ service locations in Americas, Europe, and Asia FEI Company Enhance Your Customer's Experience

25 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

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

" 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

Today and Tomorrow Customer Management

29 Access for varied and changing needs -How today’s APIs enable tomorrow Foundation for the Future Enhance Your Customer's Experience Business Layer APIs Business services Business entities Data access

30 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 Enhance Your Customer's Experience

CRM WebClient and Lotus Notes Integration Customer Management

32 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 Enhance Your Customer's Experience

33 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 Enhance Your Customer's Experience

34 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 SE for QAD EA through QAD EA 2011 When can I have it? Enhance Your Customer's Experience

35 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

QAD Configurator Customer Management

Configuration for the Web Enhance Your Customer's Experience 37 CSS - Sept 2011 Full “Configured Products” support CSS - March 2012 Support of QAD Configurator

What customers have asked for! -Full product configuration in CSS -Easy shopping cart order process -Visibility of configurations QAD Configurator and CSS Enhance Your Customer's Experience 38

New Concept: Standard Configurations Enhance Your Customer's Experience 39

Five Simple Steps Enhance Your Customer's Experience 40

1. Select Configurable Product Enhance Your Customer's Experience 41

2. Review “Promotional” Configurations Enhance Your Customer's Experience 42

3. Select or Change Configuration Enhance Your Customer's Experience 43

4. Add to Cart Enhance Your Customer's Experience 44

5. Check Out Enhance Your Customer's Experience 45

Configurator and CSS -Release planned for March 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? Enhance Your Customer's Experience 46

Web Warranty Customer Management

What is Web Warranty? Enhance Your Customer’s Experience 48 Web, , fax, other Validate Approve / Reject Buy/Sell Material Transfer RMA Workflow Credit Memo A/P Corrective Action Vendor recovery, collaborative quality & cost management

49 Web Warranty Enhance Your Customer’s Experience Claim Submittal -Create and process warranty claims over the web - 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

Web Warranty -Release to Early Adopter in Summer Future support for EE Creates the Foundation for a new Web Framework for QAD When can I have I have it? Enhance Your Customer's Experience 50

Business Intelligence for Sales Customer Management

BI Sales Module for Sept 2011 Strategic KPIsTactical KPIsDashboard 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

53 BI Portal - Dashboard Enhance Your Customer’s Experience

16 QAD BI Mobile for iPad Enhance Your Customer's Experience

55 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

BPM and Customer Mgmt Customer Management

57 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

58 QAD BPM -Release for March 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

59 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

60 Sales Quote with Discount Approval Enhance Your Customer’s Experience

Trade Promotion Management Customer Management

62 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

Maintain TPM Accounts Maintain Groups Maintain Attributes Maintain Attributes AP Check Run AR Open Items Process Accruals Sales Orders, Sales Quote, Pend Invoice Sales Orders, Sales Quote, Pend Invoice Promotion Maintenance Promotion Maintenance Maintain Deduction Categories Invoicing Claim Maintenance Claim Maintenance Deduction Maintenance Process Deferred Discounts Generate Claims Deduction Review Promotions Sales and Invoicing Trade Promotion Management Enhance Your Customer's Experience 63 Price Lists/ Best Pricing Price Lists/ Best Pricing Financials

Trade Promotion Management -Planned for Early Adopters Sept EE 2011 and beyond When can I have I have it? Enhance Your Customer's Experience 64

And in Addition… Customer Management

66 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

67 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

68 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

69 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

Services and Sales - Collaboration Enhance Your Customer's Experience Sales Quote Sales Order Shipment Invoice Contract Billing Sales Quote Sales Order Shipment Invoice

71 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

72 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

73 Time for Q&A Mary Ann Guthrie – Cheryl Crane – Brian Wintz – Thank you! Enhance Your Customer's Experience

74 QAD EA and Customer Management Enhance Your Customer's Experience

75 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

76 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

77 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

78 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