Make Every Customer a Best Run Business The Best Run Businesses Run SAP Distribution & Inventory Planning Customer Relationship - Sales Finance & Accounting Reporting & Technology Web Tools & eCommerce 10:00 AM – 11:00 AM Mountain Time, Friday 11:00 AM – 11:30 AM Mountain Time, Friday 11:30 AM – 12:00 PM Mountain Time, Friday questions: Meet ID: Phone: Access: Meet ID: Phone: Access: Make to Order/Stock Manufacturing Project Management & Project Costing Field Service & Depot Repair Customer Relationship – Service/RMA’s Meet ID: Phone: Access: SAP Business One Affordable Power for Small & Mid Sized Businesses ManufacturingDistributionServices

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Solutions for Customer Relationship Management Service/RMA’s SAP Business One Affordable Power for Small & Mid Sized Businesses

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Agenda A Day with OEC’s Customer Service Department Conclusion SAP Business One New Business System Objectives Quick Recap of Who we are Functionality & Technology If you have questions,

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Business –Grow Revenue & Profits –Monitor Customer Service in Real-Time Operations –Improve Tracking of Warranty/Service History –Improve Efficiency of RMA’s Processing –Increase Knowledge Base of Problems and Solutions –Provide a 360 Degree View of the Customer System –Manage One Integrated Application –Improve Communication –Improve Access to Data –Business Alerts & Workflow New Business System Objectives

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Who we are SAP - Systems, Applications & Products –Largest Business Software Company –mySAP for Very Large Companies –SAP Business One for Smaller Companies Over 20,000 Companies run SAP Business One Companies that run SAP are 32% more profitable than those that don’t Stratascope Inc. Study

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Who we are Navigator Business One Solutions –1000 Business Systems since 1994 –Focused exclusively on SAP Business One –SAP Gold Partner Top Ten Club 2008 Pinnacle Award 2007 Partner of the Year 2006

Make Every Customer a Best Run Business The Best Run Businesses Run SAP One Application - One View SAP Business One SQL,.net, Web, Remote

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Agenda A Day with OEC’s Customer Service Department Conclusion SAP Business One New Business System Objectives Quick Recap of Who we are Functionality & Technology If you have questions,

Make Every Customer a Best Run Business The Best Run Businesses Run SAP OEC - Office Equipment Corporation Sells & Services Equipment to Businesses SAP Business One manages their entire business Service, Service, Service Handles the incoming calls from customers Wants to make sure the customer is served Sophie: Manager: Customer Service Manager Tracks customer service & help desk. Manages product RMA’s, returns, & repair Wants to ensure the best customer service

Make Every Customer a Best Run Business The Best Run Businesses Run SAP A Day with Sophie in Customer Service Receives RMA into Returns Locations Completes Return Survey Form Checks appointments in Calendar Drills to Customer and last service call Checks Activities for open tasks. Reviews Calendar & Activities s customer advising them of receipt Copies Manager, Requesting Expedite One Integrated System Proactive Follow Up Improved Inventory Tracking Improved Internal & External Communication Receives a Call from a Customer 360 Degree Service View Customer Creates a Service Call to track the issue Monitor & Improve Customer Satisfaction Receives Service Call Searches Knowledge Base Begins RMA Process s Customer w/Status Searches Knowledge Base for Solution It is recommended to return for Repair Issues an RMA (Return Authorization)

Make Every Customer a Best Run Business The Best Run Businesses Run SAP A Day with the Services Manager Receives Sophie’s request for expedite Drills to the record to review. Reviews the Material Review Board Dispositions the Return for Replacement Replacement Order is placed And Shipped Out Immediately (Cross Ship) Original Item Repaired, & Returned to Stock Contract Renewal Alert Sets Service monitor for Out of Control Issues Improve Customer Satisfaction Improved Schedule Efficiency Improved Cost Control Increase Revenue Improve Customer Satisfaction Receives Expedite Material Review Board Expedites Shipment Receives Alert for Renewal Service Monitor

Make Every Customer a Best Run Business The Best Run Businesses Run SAP A Day in the Life of the Executive

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Agenda A Day with OEC’s Customer Service Department Conclusion SAP Business One New Business System Objectives Quick Recap of Who we are Functionality & Technology If you have questions,

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Business –Grow Revenue & Profits –Monitor Customer Service in Real-Time Operations –Improve Tracking of Warranty/Service History –Improve Efficiency of RMA’s Processing –Increase Knowledge Base of Problems and Solutions –Provide a 360 Degree View of the Customer System –Manage One Integrated Application –Improve Communication –Improve Access to Data –Business Alerts & Workflow New Business System Objectives

Make Every Customer a Best Run Business The Best Run Businesses Run SAP Distribution & Inventory Planning Customer Relationship - Sales Finance & Accounting Reporting & Technology Web Tools & eCommerce 10:00 AM – 11:00 AM Mountain Time, Friday 11:00 AM – 11:30 AM Mountain Time, Friday 11:30 AM – 12:00 PM Mountain Time, Friday questions: Meet ID: Phone: Access: Meet ID: Phone: Access: Make to Order/Stock Manufacturing Project Management & Project Costing Field Service & Depot Repair Customer Relationship – Service/RMA’s Meet ID: Phone: Access: SAP Business One Affordable Power for Small & Mid Sized Businesses ManufacturingDistributionServices