Presenters: Mike Whitter: Monaco Coach Corporation John Lynch: Systems Management, Inc. Implementing Service Management at Monaco Coach Corporation

Agenda Monaco Coach Corporation Project Directives Implementation Strategy Service Applications Derived Benefits

Monaco Coach Corporation Formed in 1968 as Caribou Coach Corp Evolved into Monaco Coach in 1987 Acquisition of Rambler Recreation 1989 Acquisition of Beaver and Safari in 2001 Headquartered in Coburg, Oregon

Monaco Coach Corporation Production facilities in: –Coburg, Oregon –Elkhart, Indiana –Wakarusa, Indiana Largest manufacturer of class A motorhomes Traded on the NYSE under the symbol MNC

Monaco Coach Corporation

Project Directives Stop using a heavily customized ERP system Resolve specific issues with: – Warranty tracking – root cause of repair – Vendor returns – process on ERP system – Service accountability – better tracking of internal costs – Inventory management – perpetual inventory

Implementation Strategy Phased approach –Phase 1: data cleansing –Phase 2: financials, procurement, inventory, CRM –Phase 3: manufacturing, SFA

Implementation Strategy Process Driven Approach –Presented the process using hands on training –Conducted process modeling sessions –Used “Process Modeler” to revise the processes –Documented and presented: Process changes Role changes Control changes Program or data changes

Implementation Strategy Process Driven Approach –Configured the system –Reviewed configuration and process with process owners –Documented the process using UPK Scripts used in Validation Phase End user training DiscoverAnalyze & Design ConstructValidateGo LiveRefine

Implementation Strategy Implementation Tools –Oracle Process Modeler –Oracle User Productivity Kit (UPK)

Sales Support Service Customer Self Service CRM Foundation Includes: Employees, Partners, Contacts, Customers, Notes, Product Information, Competitors, Calendars, To-Do & Activities, Action Plans, Merge, Mail Merge PIM Synch New Enhaced New

CRM Applications at Monaco Service Management –Equipment –Contracts (warranties) –Product Registration –Repair Orders and Billing –Warranty Claims –Vendor Chargeback

CRM Applications at Monaco Case Management –Call Creation and Tracking Recall notification (flash messages) Warranty information Owner history –TREAD coding (failure analysis)

Equipment Records (Coach definition) Case Management (call tracking) Contracts (warranties) Service Management Warranty Claims Vendor Returns RMA CRM Applications Repair Orders

Key Configuration Decisions Equipment definition –Product make and model –Coach attributes –VIN –Odometer readings

Key Configuration Decisions Coach Definition Safari ; Cheetah 2006; Diesel, Rear bath, Air brake 06ASF miles Attach warranties Determine warranty periods Uniquely identify coach service case tracking

Key Configuration Decisions Monaco Dealer Productivity –Product Registration –Warranty Claims –Part Orders

Key Configuration Decisions Coach Registration Updates Warranty start date Odometer update Location change Dealer Sale Call Centers Service Centers Warranty Claims MDEX (Dealer Portal)

Key Configuration Decisions Warranty Claim Processing Submit Parts – standard cost Labor – standard time and rates Subcontracts amounts Dealer Service Work Monaco Claim Processing MDEX (Dealer Portal) Process Approve or deny claims Pay Dealers

Key Configuration Decisions Vendor Chargeback Submit Parts – standard cost Labor – standard time and rates Subcontracts amounts RMA Vendors Monaco Claim Processing Process Send product back Receive credit

Key Configuration Decisions Service Orders (Repair orders) –Use CRM calendar function to schedule appts. –Use work order detail lines and attachments to capture repair items –Use parts inquiry to better understand on-hand inventory –Automatically add recall and TSI lines to the repair order (custom)

Key Configuration Decisions Create Repair Order Coach details Repair issues Recall items Track bill types Customer Call Parts Department Recall Data Warranty Claims Invoicing

Derived Benefits for Monaco Equipment and Registration  Coach data (equipment) can be maintained by the appropriate parties within Monaco.  On-line product registration drives more timely information  Quick Add capability allows dealers to process registrations accurately

Derived Benefits for Monaco Warranty Claims  Defined process for handling claims using standard times and costs (Repair Time Schedule)  Use data in warranty claims to drive chargeback process  RMA process to track returns

Derived Benefits for Monaco Vendor Chargeback  Initiated a formal RMA process: better parts tracking  Warranty data drives larger percent of valid returns  Better defined process; smoother flow of information

Derived Benefits for Monaco Repair Orders  Increased tracking of warranty and returned parts  Use data in warranty claims to drive chargeback  Tracking and reporting of RO line type: Customer pay Goodwill Bill to customer service

Questions?