1. Template V.16, July 19, 2011 System i Service Management Overview Pete Stamm, Founder, RMB Solutions

2. Template V.16, July 19, 2011 Service Management Allows manufacturers to effectively manage their post sales service operations to provide improved customer satisfaction while reducing costs Copyright © 2008 Infor. All rights reserved. www.infor.com.2 2

3. Template V.16, July 19, 2011 Pain Points  Multiple independent systems  Lack of integration between systems  Lack of data standards  Lack of communication between service departments  Poor communication with customers  Warranty and contract expense  Lack of a system to support the Service Organization as a profit center Copyright © 2010 Infor. All rights reserved.3

4. Template V.16, July 19, 2011 Business Processes Supported  Field Manufacturing – installation  RGA/RMA  Repair Depot  Service Order – Field Service  Call Center  Part Sales  Customer Claim  Vendor Claim  Issue Management Copyright © 2011 Infor. All rights reserved.4

5. Template V.16, July 19, 2011 Business Processes Supported  Credit Processing  Coverage  Primary Warranty  Extended Warranty  Repair Warranty  SLA – contracts  On-line registration  Reporting and metrics Copyright © 2011 Infor. All rights reserved.5

6. Template V.16, July 19, 2011 Features  Incident Management  Project Management – installation  Work Order Management  Field Service  Repair Depot  Remanufacturing  Preventive Maintenance (PM) to support contracts  Templates and Item Process records  RMA Management  Claim Management Copyright © 2011 Infor. All rights reserved.6

7. Template V.16, July 19, 2011 Features  Warranty and Contract Management  Inventory Management  Issue Management  Knowledge Management  Metrics  Web Page API Copyright © 2011 Infor. All rights reserved.7

8. Template V.16, July 19, 2011 Benefits  Reduced costs  Warranties, utilization, material, vendors  Increased revenue  Service contracts  Improved customer service  Warranty claims, information, turn around  Reduced product downtime  Improved customer expectations and retention  Improved quality data  Effective warranty and contract management Copyright © 2011 Infor. All rights reserved.8

9. Template V.16, July 19, 2011 Benefits  Streamline service transactions  Communication both internal and external  80% call reduction  Automate transactions with customer and outside parties  Analyze  Reporting  Graphing  Key performance indicators  Forecasting  Portal/dashboard Copyright © 2011 Infor. All rights reserved.9

10. Template V.16, July 19, 2011 XA Service Management Copyright © 2008 Infor. All rights reserved. www.infor.com.10 Infor System i Service Management Contracts Knowledge Base Field Service Operations Serial Number Management Inventory Management Incident Management RMA and Repair Management Customer Claims Vendor Claims Incident recording Internal and external Call center Recall Retrofit Customer notice Warranty Management Primary Extended Repair Service Contracts Repair order Mgmt Integrated quote process Spare Part Orders Credit processing Dispatch of technicians Service Order Management Preventive Maintenance Schedule Integrated warehouse Non-integrated warehouse Warranty Cost Tracking KPIs Forecasting Status Reporting Dashboards Lifecycle management Item traceability Automated process Financial Settlement Automated process Financial Settlement

11. Template V.16, July 19, 2011 SAMPLE BUSINESS PROCESS FLOWS Survinging and Thriving in a Difficult Economy Process Flows

12. Template V.16, July 19, 2011 CALLCENTERFLOWCALLCENTERFLOW

13. RMAPROCESSRMAPROCESS

14. RMAOTHERRMAOTHER

15. RMAFORREPAIRFLOWRMAFORREPAIRFLOW

16. FIELDSERVICEFLOWFIELDSERVICEFLOW

17. 17Copyright © 2008 Infor. All rights reserved. www.infor.com. Web-based Technology 17  Web communication with Customers:  Warranty registration  Request for RMA  RMA status  Claim processing  Databases  DB2  SQL Server  Oracle

18. Template V.16, July 19, 2011 18Copyright © 2008 Infor. All rights reserved. www.infor.com. XA Integration Integration

19. Template V.16, July 19, 2011 System i Integrations Today (XA)  Creation of XA Customer Orders  Creation of Manufacturing Orders  Creation of Purchase Orders  Creation of Credit Memos  Application of Price Books  Options for order processing  Master and code files  Inventory  invoices Copyright © 2011 Infor. All rights reserved.19

20. Template V.16, July 19, 2011 Additional Integration Points  Customers  Customer Orders  FOB Codes  Inventory Transactions  Item Availability  Item Classes  Ledger Codes  Payment Terms  Customer addresses

21. Template V.16, July 19, 2011 Additional Integration Points  Planners  Price Books  Price Codes  Products  Purchase Orders  Features & Options  Routings  Salesman  Serial numbers

22. Template V.16, July 19, 2011 Additional Integration Points  Shipments  States  Units of measure  Vendors  Warehouse/location  Work centers

23. Template V.16, July 19, 2011 Components Bins Buyers Carriers Countries Currency Codes Customers Addresses Price Codes FOB Codes Invoices Item Availability Inventory Item s Item Classes Ledger Codes Manufacturing Orders Payment Terms Planners Price Books Product Features & Options Products Salesmen Serial Numbers Shipments States Units of Measure Vendors Warehouses Work Centers Integration