QAD Customer Management
Transform Customer Service Experience
with QAD Customer Management
Mary Ann Guthrie – Sr. Director, R&D, QAD
Frank Feustel – Director, Product Management, QAD
| Building the Effective Enterprise
QAD Customer Management
Agenda
■ Customer Management for the Effective
Enterprise
■ Transforming Tomorrow with Today’s CM
Solutions
■ Planning for the Future
■ New Horizons
■ Q&A
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QAD Customer Management
Safe Harbor Statement
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.
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QAD Customer Management
Customer Management Suite
■ CRM
 Customer Relationship Management
■ Sales
 Order Management, Distribution, CSS, Configurator
■ Service & Support
 SSM, Field Service Management
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QAD Customer Management
Building the Effective Enterprise
■ QAD’s Customer Management
 Delivering best practice solutions for
customer management
− Enhancing the user experience and
information access
− Enabling and promoting process efficiency to
reduce cost and drive revenue
− Supporting customers across the globe
− Solutions targeted to your business
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QAD Customer Management
What does Transformation mean for you?
Build your Foundation
Transform at your Pace
Planning your Future
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QAD Customer Management
What does Transformation mean for you?
Build your Foundation
Transform at your Pace
Planning your Future
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QAD Customer Management
What does Transformation mean for you?
Build your Foundation
Transform at your Pace
Planning your Future
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QAD Customer Management
Transform your User Experience
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QAD Customer Management
Transform to Role-based Centers
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QAD Customer Management
Simplify Access and Ability to Respond
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■
■
■
■
■
■
Customer Service Management
Customer Service Rep
Customer Support
Contract Administrator
Warranty Administrator
Sales Manager
Sales Representative
Shipping
Pricing
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QAD Customer Management
Fit to Business with Configuration
• Top menu tabs
• Child tabs
• Browse content
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• Buttons
• Right-click links
• Reports
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QAD Customer Management
Role-Based Centers for EE 2011+
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QAD Customer Management
Role-Based Centers on QAD Store
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QAD Customer Management
Transform from Deskbound to Mobile
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QAD Customer Management
Move from Deskbound to On-the-Go
■ Provide your managers and mobile staff
access to key information




Mobile Browses
Mobile BI
Mobile Field Service
Mobile Global
Requisition System (GRS)
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QAD Customer Management
QAD Mobile on QAD Store
or iTunes for Apple iOS QAD Mobile Apps
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QAD Customer Management
Transform to Flexible Modern Reporting
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QAD Customer Management
Transform Reporting
• QAD 2011 EE+
• Customer Management
Reporting Bundle 1.4
• All standard reports for Distribution
and SSM available
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QAD Customer Management
Easy to Tailor with Reporting Framework
• Easy to configure layout, create
calculated output
• Addition data available to place on
reports
• If needed, old reports can still be
accessed
• Support for linear and 2D bar codes
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QAD Customer Management
Transform to Configuration Self Service
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QAD Customer Management
Integration is Key
QAD
Customer Self
Service
QAD
Configured
Products
QAD
Configurator
QAD
Enterprise
Applications
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QAD Customer Management
Web Configurable Products - Benefits
■ Increases revenue opportunities through an
expanded sales channel
■ Reduces costs through reduced reliance on
call center resources
■ Increases customer satisfaction through
more efficient buyer/seller communication
channels
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QAD Customer Management
Transform RetroBilling for Process Efficiencies
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QAD Customer Management
Customer Pain Points
■ Exceptions become ‘standard’
■ Manual, labor intensive, and tedious
 No link to price lists
 No auto-creation of amendments and memos
■ Impossible to match retro-bill invoice with
customer’s details
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QAD Customer Management
Mass Pricing Changes using Price List
■ Auto-create amendments based on a
Retrobill Price List
■ Create pending invoices for the retrobill
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QAD Customer Management
Display details for Retrobill Invoice
■ Currently: Displays only one line with total
extended price change.
■ Now: All necessary details displayed,
including customer reference, shipment info
and price change.
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QAD Customer Management
Internationalization (I19)
■ Business Drivers
 Compliancy Requirements
− Local Legal (Country specific)
− International (IFRS)
 Legal documents
 Operational Practices
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QAD Customer Management
Legal Documents and Certifications
■ Legal documents
 Nota Fiscal (Brazil), Remito (Argentina), Guia de Despacho
(Chile), Irsaliye (Turkey), Dokumenty Magazynowe
(Poland),“Stock Card” (Thailand)
■ Certifications
 Portuguese Decree 363: Digital signature for customer
invoices and shipping documents
 Germany - IDW Auditing Standard 880 (IDW AuS 880)
QAD EE
2012
GoB
Testat
IDW PS
880
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QAD Customer Management
Transformation Benefits
■ Control speed and impact of change
■ Deliver ease of use and information visibility
■ Reduce costs and streamline processes
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QAD Customer Management
What does Transformation mean for you?
Build your Foundation
Transform at your Pace
Planning your Future
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QAD Customer Management
Planning for the Future
■
■
■
■
■
Web Warranty
Business Process Management (BPM)
Role-based dashboards
BI for Customer Scheduled Orders
Trade Promotions Management (TPM)
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Warranty Claim Business Challenges
■ For Organizations needing to reimburse Third
Party Service Providers for Warranty Claims
 Cost of warranty management
 Managing relationships and communication with
third party service providers
 Timely product quality awareness
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Web Warranty Claim Management
Claim
Submittal
Corrective
Action
Quality
Web, e-mail,
fax, other
Claim
Processing
Validate
Approve / Reject
Claim
Review &
Payment
Workflow
Credit Memo
A/P
Warranty
Contracts
&
Analytics
Vendor recovery,
collaborative quality
& cost management
Supplier
Warranty
Parts
Usage &
Return
Buy/Sell
Material Transfer
RMA
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Web Warranty Key Capabilities
■
■
■
■
■
■
Claim submittal
Claim review
Claim processing
Part usage & returns
Inspection results recording
Warranty contracts & analytics
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Web Warranty Claim Management
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Third Party Service Provider
- Parts to Return
- Shipments
- Claim Payments
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Complete Internal Business Process
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Is Web Warranty For You?
■ Third party service providers or
distributors/dealers provide warranty-related
services for end users of your product
■ Receive warranty claims from business
partners
■ Replace parts used during warranty work
■ Gather and report failure information
related with these claims
■ Ability to better track and manage your
warranty cost
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
QAD Business Process Management
QAD Business Process Management
• Foundation:
- Visualization
- Automation
- Control
• Advanced:
- Measurement
- Continuous
Improvement
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Visualization – Active Processes
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Visualize/Control Tasks
• To Do list
• Drill Down
• Group Task Ownership
• Release Tasks
• Re-assign Tasks
• Complete Tasks
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
QAD BPM Standard Processes
■
■
■
■
Item Creation
Customer Creation
Supplier Creation
Sales Order Credit Hold/Review
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Role-Based Dashboards
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Role-Based Dashboards
■ All in one starting point
 Combine :
− Role-based Collections/Browses
− Analytics: BI and Op Metrics
− Process maps
− Inbox (BPM notification center)
− Quick searches
− URLs (HTML)
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Dashboards at a Glance
BI
Process map
In box
Op Metrics
Browse
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
BI for Customer Schedules
■ Add support for Customer Scheduled Orders
in the BI Order Management module
 KPIs like OTIF (On Time and In Full) currently reflect
discrete orders and not scheduled orders
 Include Customer plan and ship schedules
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
BI Sales Module Enhancements
■ Update current BI Order Management fact
tables to reflect scheduled orders required
ship schedule (RSS) quantities
■ Add fact tables for customer ship, plan, and
sequenced schedules
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Trade Promotions Management
 Powerful Promotion Planning
 Efficient Deduction Resolution
 Automated Claims Processing
 Tight Integration with Financials
 Robust Reporting/Analytical Tools
Trade spend averages 20% of gross sales
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
QAD Trade Promotion Management
■ QAD’s Trade Promotion Management (TPM)
provides:
 Management of various promotional deals
 Increasing visibility of discounts earned during and
after sales process
 Validating monies owed vs assumed
 Automating and ensuring validity of claim
deduction process
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Benefits of TPM
■ Manages trade spend complexities:
 Large volume of time sensitive promotions or
buying organization contracts
 Lengthy deduction resolution time
 Hard to handle transactional impact
 Accruals difficult to explain to auditors
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
QAD’s Vision For Customer
Management
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QAD Customer Management
Customer Management Future Horizons
■ Focus on the expanding User Experience
Improvements and Process Efficiencies
 Enhance Quote to Fulfillment/Shipping process
 Streamline Sales to Service and renewal process
 Leverage Business Process Management across
the suite
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QAD Customer Management
Enhanced Sales and Service Management
■ Sales Quote and Sales Order
 Core Sales Quotes/Orders improvements
 Sale of service during quote/order taking
■ Best Pricing
 Flexible and Dynamic Analysis Code
■ Service & Support Management
 Automated contract creation, renewals
 More sophisticated contract
management
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Sales and Service Collaboration
Sales
Quote
Sales
Quote
Sales
Order
Sales
Order
Shipment
Shipment
Contract
Invoice
Billing
Invoice
“Roadmap Subject to change without notice.
The above is intended for information purposes and should not be incorporated into a contract”
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QAD Customer Management
Summary
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QAD Customer Management
Summary
■ Transform your organization based on your
changing business needs and demands
 Enhanced User Experience
 Mobile
 Streamline business processes
■ Explore your options
 Wealth of information, demos and sessions
designed to support your goals
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QAD Customer Management
Next Steps While at Explore
■ Attend these related sessions (or review
recordings):
 Debunking the Upgrade Myth: It’s easier than you
think – Wed, 1:30 PM
 How to Deliver the Right Information at the Right Time
– Wed, 2:45 PM
 The Power of .Net Upgrade – Wed 4:15 PM
 Trade Management – Wed, 4:15 PM
 Using a Web Storefront to Drive Sales of Configurable
Products – Thu, 9:45 AM
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QAD Customer Management
Next Steps While at Explore
■ Attend the Demo Theater:
 Customer Management Role-Based Centers – Tues,
6pm
■ Enroll in optional training:
 Going Mobile – either Thu Afternoon or Fri Morning
■ Stop by the Solutions Expo
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QAD Customer Management
Questions & Answers
■ Mary Ann Guthrie: mtg@qad.com
■ Frank Feustel: fzf@qad.com
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QAD Customer Management
Transform Customer Service Experience with
QAD Customer Management
www.qad.com
©QAD Inc. 2013
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