Integrating Oracle iSupport into Online Customer Service Portal for RMA January 17, 2007 Presented by: Craig Vidal Anant Soni

Oracle Certified Partner Page 2 Agenda  Overview 1.Background – Client 2.Background – Challenges 3.Proposed and Delivered Solution  Process Flow 1.Online User Registration 2.RMA Creation 3.Back-end Automation 4.RMA Status 5.Repair Estimate Approval 6.Exception Management  Screen Captures 1.Customer Portal Login Page 2.Customer Portal Home Page 3.Create Service Order 4.Service Order Summary 5.Service Order Confirmation, packing Slip and contamination form 6.Depot Repair Order 7.RMA Receipt 8.Estimate Approval 9.Repair Order and WIP Status 10.Change Password/ Account Information 11.Online Help 12.Customer Exceptions / Resolution  Outcome and Highlights

Oracle Certified Partner Page 3 OVERVIEW

Oracle Certified Partner Page 4 Background - Client  The Client is a technology leader providing critical instruments and systems integration solutions in advanced gas and chemical delivery to the global semiconductor and electronics industries. Its customer base includes both original equipment manufacturers (OEMs) and FAB owners.  The Client has more than 15 offices worldwide providing direct sales, service and applications support. The client has its Enterprise Applications running on Oracle Applications Release  Number of Employees: 1300 worldwide  Count of Manual RMA Transactions: approx 1200 per month including component sub assembly replacements

Oracle Certified Partner Page 5 Background – Challenges and Goals Challenges  RMA processing was taking several months  Major customer satisfaction issues  The entire process was plagued by various pain-points  Due to lack of transparency and ease of use, the client was losing Repair Revenue Goals  Customers to create their own RMA’s over the internet  Manage only exceptions through Customer Service back-office  Significant reduction in overhead  Increased customer satisfaction

Oracle Certified Partner Page 6 Proposed and Delivered Solution  Implement Oracle iSupport as the core module for RMA capture  Back-end Automation around Oracle modules like Oracle Depot Repair, Oracle Order Management, Oracle Pricing and Oracle Work In Process to ensure minimal manual intervention and seamless process flow up to invoicing  Customized Exception Management to manage exceptions in the RMA capture process effectively  Online user registration to allow customers self-register  Online Service RMA for managing and optimizing all “Return for Repair” activities  Automation of entire RMA process  24x7 access of RMA progress information to customers

Oracle Certified Partner Page 7 PROCESS FLOWS

Oracle Certified Partner Page 8 Process Flow – Online User Registration  Online User Registration allows customers to create their own user accounts.  Use of Data Quality Management (DQM) avoids data duplication. Customers via Web Capture Contact Details, Billing and Shipping Address Create new User Account And customer

Oracle Certified Partner Page 9 Process Flow – RMA Creation  Provides interactive user interface to capture Billing and Shipping addresses, repair types, payment methods, shipping instructions and other details  Offers flexible pricing and repair discounts to the customers upfront  Customers can get a copy of packing slip and contamination form online Customers via Web Capture Information Required for RMA Creation Create new RMA Notify Customer Generate Packing Slip & Contamination form

Oracle Certified Partner Page 10 Process Flow – Backend Automation  Back-end Automation around Oracle modules like Oracle Depot Repair, Oracle Order Management, Oracle Pricing and Oracle Work In Process ensures minimal manual intervention and seamless process flow up to invoicing RMA Receipt Create Service Request Create Repair Order, Work Order Create Repair Estimates

Oracle Certified Partner Page 11 Process Flow – RMA Status Customers via Web Search RMA RMA Details Repair Estimate Details Packing Slip, Contamination form Shipping Information Export to excel  Customers can get real time information on RMA status, RMA details, Shipping and Billing details.

Oracle Certified Partner Page 12 Process Flow – Repair Estimate Approval Estimate Approval Customers via Web Complete Work Order Cancel Work Order Ship Material Return Move to Scrap Ship Material Approve Scrap Cancel Work Order Generate invoice Add evaluation fees Generate invoice  Customers get notification regarding estimate approval  Customers can then Approve/ Reject repair estimates

Oracle Certified Partner Page 13 Process Flow – Exception Management Review Exceptions (Service Agent) Create RMA Update Install base

Oracle Certified Partner Page 14 SCREEN CAPTURES

Oracle Certified Partner Page 15 Customer Portal Login Page

Oracle Certified Partner Page 16 Customer Portal Home Page HTML Bins displaying Recent RMAs, RMAs awaiting for customer approval.

Oracle Certified Partner Page 17 Create Service Order Customer Contact Information Select Billing and Shipping addresses Enter Product Information Enter PO Number, Shipping Information

Oracle Certified Partner Page 18 Service Order Summary Click on the “Place Order” button to create RMA

Oracle Certified Partner Page 19 Service Order Summary Note down the Return Order number. Click on the links to print packing slip and contamination form

Oracle Certified Partner Page 20 Service Order - Packing Slip Packing slip with barcode Ship your units to mentioned address.

Oracle Certified Partner Page 21 Contamination Disclosure Form

Oracle Certified Partner Page 22 Repair Order Search Search Repair order by RMA number. Back-end automation has created Service Request, Repair Order and repair estimates

Oracle Certified Partner Page 23 Repair Order Search

Oracle Certified Partner Page 24 RMA Receipt Back-end automation will create a WIP job against this repair order after receiving.

Oracle Certified Partner Page 25 RMA – Submit for customer approval Verify product entitlement, repair type and submit this RMA for customer approval.

Oracle Certified Partner Page 26 Repair Estimate / WIP Job Status WIP Job goes in “Hold” state. Repair Estimate status changed to “Bid”

Oracle Certified Partner Page 27 Service Order Status Search RMA details by providing RMA number. If required reprint packing slip, contamination form

Oracle Certified Partner Page 28 Service Order Details

Oracle Certified Partner Page 29 Service Order – Charge Details Approve/ Decline repair estimates

Oracle Certified Partner Page 30 Repair Estimate / WIP Job Status WIP Job gets “Released”. Repair Estimate status changed to “Accepted” upon customer approval

Oracle Certified Partner Page 31 Reset Password

Oracle Certified Partner Page 32 Online Help

Oracle Certified Partner Page 33 Exception Management List of the exceptions raised by the customer.

Oracle Certified Partner Page 34 Exception Resolution Resolve this exception by adding a product to the selected RMA.

Oracle Certified Partner Page 35 OUTCOME & HIGHLIGHTS

Oracle Certified Partner Page 36 Outcome  Simplification of RMA processing  RMA processing time reduced from 2 weeks to 5-10 min  Manual Exception management time reduced by 70 %  Customer responsiveness improved by 120 %  Focused on ‘Voice of the Customer’, and improving customer responsiveness and lead times  Higher customer retention

Oracle Certified Partner Page 37 Highlights  USJade had a team of 6 offshore and 1 Onsite personnel  Project was executed within 4 months  Project was closely monitored by client for successful completion within the planned schedule – Client was happy with the regular status updates and the onsite/offshore team coordination was commended.  Post–migration support has helped lower operational costs and sustained benefits

Oracle Certified Partner Page 38 For Additional Information, Please contact Craig Vidal on Phone: Thank You