Managing Complex Service Operations to Enhance Customer Satisfaction and Revenue Lisa Ozkan – Sr. Product Manager, QAD Nathan Beste – Sr. Business Systems Analyst, FEI Service and Support Suite At Work

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 Service and Support Suite At Work

3 Challenges facing service organizations QAD’s response FEI’s story -FEI introduction -Challenges -Project overview / goals -Benefits -Demo Wrap up Agenda Service and Support Suite At Work

4 Challenges Facing Service Organizations Service and Support Suite At Work Source Aberdeen Group September 2010

5 New contracts and warranty Contract renewal Services outside of coverage Other value-added services Service parts Sources of Service Revenue Service and Support Suite At Work

6 Be there before you are needed Accomplish more with what you have Empower with information Educate and motivate Break boundaries Revenue Boosting Initiatives Service and Support Suite At Work

7 Tools that enable outstanding customer service - Smart user experience: Role-based interaction - Integrated business processes - Multi-channel access QAD’s Response Service and Support Suite At Work 7

8 Role-based centers: -Customer service center -Shipping center -Customer support center (previously known as contact center) 30+ new and updated browses The Power of Smart Simplicity Service and Support Suite At Work

9 Several new operational metric groups for CM included out−of−the−box with QAD EE Can be tailored Check data integrity and drill down to take corrective action The Power of Smart Simplicity Service and Support Suite At Work

10 More than 100 new reports More than 30 new/updated browses Future - replacement and standardization of remaining reports The Power of Smart Simplicity Service and Support Suite At Work

11 Smart user experience Adaptable business processes Access Anywhere Anytime Vision for Service & Support Suite Service and Support Suite At Work

12 FEI introduction Challenges Project overview / goals Benefits Demo FEI’s Story Service and Support Suite At Work

13 Manufacturer of ion-beam systems and electron microscopes for nanotechnology HQ in Hillsboro, OR Annual revenue 600M USD in employees 3 research centers Sales and service operations in more than 50 countries around the world QAD (eb2.1 SP4) in 5 databases and 9 domains FEI Introduction Service and Support Suite At Work

14 FEI Introduction Service and Support Suite At Work “Don’t bump my atoms” President Obama Sees Atoms through an FEI Titan™ S/TEM Electronics: DRAM Memory with Elemental Map - 110nm technology node Life science: Bacterial BiofilmIndustry: Used Razor BladeResearch: platinum nano-wire

15 FEI Global Service Organization Service and Support Suite At Work Europe: 130 FSEs 4 Service Areas North America: 184 FSEs 10 Service Areas Asia/Japan: 90 FSEs 4 Service Areas

16 Complex and inconsistent reporting methods with inefficiencies Regional variances in processes Delays in sharing information with field Dual data entry Delayed or “lost” revenue recognition Lost inventory and write-offs Challenges with identifying current FSE location or availability Challenges Service and Support Suite At Work

17 Scope: -Roll out QAD MFS and FSS to field engineers globally supported by QAD SSM as the foundation -450 FSE on QAD MFS worldwide -Cleanup old calls and installed base -Decrease paperwork, mail and phone use -Buy-in from FSE’s to monitor stranded calls and administrative flow Timeline: -Preparation phase: 9 months including UAT ( ) -Implementation phase: 3 months in three regions - Europe, US, Asia (Nov 2009 – Jan 2010) Project Overview Service and Support Suite At Work

18 Standardized global call flow process Improved scheduling visibility FSE self-service Improved utilization of resources Faster and high quality data entry Improved SOX compliance & invoicing Necessary first step for future strategic plans Improved customer satisfaction Project Goals Service and Support Suite At Work

19 Improved field service reporting Improved planned maintenance timeliness by 5% 50 % time saving in processing call activity recording Better transparency on labor, travel and part usage Timely and accurate activity reporting and invoicing Benefits – For the Office Service and Support Suite At Work

20 Improved visibility and management of -Calls, visits, materials, shipping, ETA Increased engineer utilization by at least 5% Capture proof of service on the spot Feedback when call stays open too long Benefits – For the Field Service and Support Suite At Work

21 Reduced aged parts write-off by 10% Efficient communication between SSOC and Logistics Direct visibility of inventory Improved service part transfer process Benefits – For Logistics Service and Support Suite At Work

22 QAD Service & Support Suite At FEI Service and Support Suite At Work FSE using QAD MFS Call Center using QAD SSM Create/modify call Report call activity Reschedule visit Create MO Create/modify call Engineer absence Create/modify visit Create/modify MO QAD Database Server Dispatcher using QAD FSS Lets you see it all! FSE schedule Call details MO details End user details Contract details Call SLA FSE list ISB details Associated calls Call/FSE locations

23 QAD Mobile Field Service (MFS) Service and Support Suite At Work

24 QAD MFS – Call List Service and Support Suite At Work Nathan

25 QAD MFS – Call Activity Service and Support Suite At Work

26 QAD MFS – Call Activity Service and Support Suite At Work

27 QAD MFS – Call Activity Service and Support Suite At Work

28 QAD MFS – Call Activity Service and Support Suite At Work

29 QAD MFS – Field Service Report Service and Support Suite At Work

30 QAD MFS – Parts Order Service and Support Suite At Work

31 QAD Field Service Scheduler (FSS) Service and Support Suite At Work Call Browse Gantt Chart

32 QAD FSS – Gantt Chart Tabs Service and Support Suite At Work Gantt Chart List of Engineers Call Details Geography Map Contract Details ISB DetailsEnd User Details Associated Calls Part Details

33 Call Activity Center Used By SSOC Service and Support Suite At Work

34 Metrics Affected Service and Support Suite At Work ProcessBenefitValue After sales support management Call center and issue management Installed base management (as- built plus field updates) Service parts management Service support contract management Warranty management RMA Management Improved customer satisfaction Improved service revenue thru providing better service Product quality improvement thru better issue tracking Service operational cost reduction & containment due to streamlined processes and reduced service part inventory Warranty cost reduction & containment 10% to 25% 10% to 15% 10% to 20% 15% to 20% 10% 15% Field service scheduling Engineer workload visibility and management Significant reduction in scheduling time Reduced meantime to repair Improved first time fix rates Reduced service parts inventory carrying cost Reduced overtime costs 70 to 75% 5 to 10% 10 to 15% 5 to 10% $000’s

35 Stop by one of the QAD booths in the EXPO center to see a live demo Next Steps Service and Support Suite At Work

36 Nathan Beste, Sr. Business Systems Analyst, FEI Lisa Ozkan, Sr. Product Manager, QAD Questions & Answers Service and Support Suite At Work

© QAD Inc 37