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

4 Customer Strategic Initiatives Enhance Your Customer's Experience 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

“ 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, Key ERP Trends Enhance Your Customer's Experience

6 CRM -Customer Relationship Management Sales -Order Management, Distribution, CSS, Configurator Service & Support -SSM, Field Service Management Customer Management Suite Enhance Your Customer's Experience

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

8 Customer Partnerships Enhance Your Customer's Experience

9 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

10 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

11 "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

12 "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 Enhance Your Customer's Experience

13 " 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 Enhance Your Customer's Experience

14 Today… Enhance Your Customer's Experience

15 Smart Simplicity: Increase Responsiveness, Reduce Costs Enhance Your Customer's Experience Service & Support Shipping CSR Customers

16 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

17 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 Enhance Your Customer's Experience

18 Breaking Boundaries… Enhance Your Customer's Experience

19 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 Enhance Your Customer's Experience

20 Includes new pricing options -Attributes, such as gold or silver plating -Order characteristics, such as expedited orders Dynamic Pricing Enhance Your Customer's Experience

21 Extending sales quote, orders, items, service contracts, installed base Drive pricing, service/support and reference Attributes Enhance Your Customer's Experience

Configurator and Sales Quotes/Orders Enhance Your Customer's Experience New attribute creation rules Kit or component pricing Enhanced for kits and links to quotes/orders 22

Order status with system and user-defined states BPM/Workflow enabled Quote and Order Approval Status Enhance Your Customer's Experience 23

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

Enhance Your Customer's Experience 25 SSM - Contract Service Center Display list of contract lines due for renewal, and select the ones to be renewed

Enhance Your Customer's Experience 26 SSM - Contract Service Center Preview the contract lines to be created and renew / quote New amounts and start/end dates are shown

SSM - Contract Service Center Enhance Your Customer's Experience 27 Cover page and list of lines generated are included in the quote print

28 Foundation for the Future -Access for varied and changing needs How Today’s APIs Enable Tomorrow Enhance Your Customer's Experience.Net UIWebMobile External Systems Business Layer APIs Business services Business entities Data access

29 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 Enhance Your Customer's Experience

30 CRM -Thin client deployment -Lotus Notes integration -New analytics and reporting Service & Support -Warranty management Trade Promotion Management Additional Plans Enhance Your Customer's Experience 30

31 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

32 Metrics Affected Enhance Your Customer's Experience

33 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 Enhance Your Customer's Experience

34 Mary Ann Questions & Answers Enhance Your Customer's Experience

© QAD Inc 35