1. Template V.16, July 19, 2011 System i Service Management Case Study Mark Speciale, Moseley Associates, Inc.

2. Template V.16, July 19, 2011 Introduction  Moseley Associates  Wireless Broadcast / Telecom Equipment Mfg.  3 Subsidiaries  All currently using / implementing Service Management  Working with Infor Partner RMB Solutions  Developing Custom Web Interfaces Copyright © 2008 Infor. All rights reserved. www.infor.com.2 2

3. Template V.16, July 19, 2011 Service Management - Overview  Fully Integrated with XA  No Duplicated Data Entry  Complete Service Management Solution  Customer Service Call Management (Incidents)  Warranty Management  RMAs  Receiving Support  Work Orders  Quotes  Data-mapped Email Automation  Attachments  Parts Orders Copyright © 2008 Infor. All rights reserved. www.infor.com.3 3

4. Template V.16, July 19, 2011 Service Management - Overview  Customer Claims  Vendor Claims  Issue Management  Pricing Management  Shop/Skills Management  Users/Groups Administration  Work Assignment  Knowledge Base Copyright © 2008 Infor. All rights reserved. www.infor.com.4 4

5. Template V.16, July 19, 2011 Service Management - Overview  Real-Time Reports / KPI Charts and Graphs Copyright © 2008 Infor. All rights reserved. www.infor.com.5 5

6. Template V.16, July 19, 2011 Leveraging the System  Solid Foundation Upon Which to Build  Leverage Investment to Enable Positive Systemic Change Copyright © 2008 Infor. All rights reserved. www.infor.com.6 6 Chassis Assembled Chassis Assembled Date-code added and Product Shipped To Customer ** Date-code added and Product Shipped To Customer ** Serial # Label Applied Serial # Label Applied Sequential Serial # Labels Pre-printed Serial # Scanned Into MAPICS * M.O. Created Product Tested * Product Tested *

7. Template V.16, July 19, 2011 Leveraging the System Copyright © 2008 Infor. All rights reserved. www.infor.com.7 7

8. Template V.16, July 19, 2011 Replacing Disparate Databases  Customer Service Database Copyright © 2008 Infor. All rights reserved. www.infor.com.8 8 GilGar@moselkn.net

9. Template V.16, July 19, 2011 Replacing Disparate Databases  RMA Database Copyright © 2008 Infor. All rights reserved. www.infor.com.9 9 JOE SODSHCMPOBOB DIENLSPE430-983837-028787 dilsh pl. 837-0287 idldinlskhn@sidnl.com

10. Template V.16, July 19, 2011 Replacing Disparate Databases  Shipping Database Copyright © 2008 Infor. All rights reserved. www.infor.com.10 Yonkto 1245 Uosmi St. uskeh@jgon.com ldirngoirnidr0rj49487 Zhfienkd jfh eiajelei cj

11. Template V.16, July 19, 2011 Automating Communication  Mapped Forms Copyright © 2008 Infor. All rights reserved. www.infor.com.11 Fukos lsiena Islend Hiens 555-746-8739 IslendHiens@jdoih.com

12. Template V.16, July 19, 2011 Automating Communication  Mapped Emails Copyright © 2008 Infor. All rights reserved. www.infor.com.12 Fukos lsiena Islend Hiens 555-746-8739 IslendHiens@jdoih.com mycompany@llsiehn.com woeien@eoish.net

13. Template V.16, July 19, 2011 Automating Communication  Tracking Pages Copyright © 2008 Infor. All rights reserved. www.infor.com.13 Fukos lsiena Islend Hiens 555-746-8739 IslendHiens@jdoih.com 76 Hiekns St.

14. Template V.16, July 19, 2011 Automating Communication  Shipping Labels Copyright © 2008 Infor. All rights reserved. www.infor.com.14

15. Template V.16, July 19, 2011 Streamlining Processes  Simplified Receiving Copyright © 2008 Infor. All rights reserved. www.infor.com.15

16. Template V.16, July 19, 2011 Streamlining Processes  Entity Receiving Copyright © 2008 Infor. All rights reserved. www.infor.com.16

17. Template V.16, July 19, 2011 Streamlining Processes  RMA Management Copyright © 2008 Infor. All rights reserved. www.infor.com.17

18. Template V.16, July 19, 2011 Streamlining Processes  Production Data Links Copyright © 2008 Infor. All rights reserved. www.infor.com.18 GOSNE

19. Template V.16, July 19, 2011 Streamlining Processes  Linking to External Data Copyright © 2008 Infor. All rights reserved. www.infor.com.19

20. Template V.16, July 19, 2011 Streamlining Processes  Product / Fields Setup – Fields List Copyright © 2008 Infor. All rights reserved. www.infor.com.20

21. Template V.16, July 19, 2011 Streamlining Processes  Product / Fields Setup – Applicable Screens Copyright © 2008 Infor. All rights reserved. www.infor.com.21

22. Template V.16, July 19, 2011 Streamlining Processes  Product / Fields Setup – Details Copyright © 2008 Infor. All rights reserved. www.infor.com.22

23. Template V.16, July 19, 2011 Streamlining Processes  Product / Fields Setup – Applicable Products Copyright © 2008 Infor. All rights reserved. www.infor.com.23

24. Template V.16, July 19, 2011 Streamlining Processes  Product / Fields Setup – Usage Copyright © 2008 Infor. All rights reserved. www.infor.com.24

25. Template V.16, July 19, 2011 Streamlining Processes  Product / Fields - Results Copyright © 2008 Infor. All rights reserved. www.infor.com.25 GOSNE

26. Template V.16, July 19, 2011 iSeries Service Management Copyright © 2008 Infor. All rights reserved. www.infor.com.26 For More Information Visit http://rmbsolutions.net