Customer Management
Enhance Your Customer's Experience
Mary Ann Guthrie – QAD Director, Research & Development, QAD
Enhance Your Customer's Experience
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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Enhance Your Customer's Experience
Agenda
• What’s the buzz
- From our customers and industry analysts
• Customer management suite
- CM suite overview
• Successful missions
- Customers and QAD [at work]
• Customer management [at work]
- Today
- Tomorrow
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Enhance Your Customer's Experience
Customer Strategic Initiatives
Increase
Revenue
• Increase brand value and competitiveness
• High value, high quality customer
interactions
Decrease
Cost
• Lower training costs
• Quickly service your customer
Focus on the
Customer
• Consistent information access and delivery
• One face to the customer
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Enhance Your Customer's Experience
Key ERP Trends
“Ease of use and rich user interfaces help users
To find their way through the functionally
comprehensive ERP packages.”
Gartner, December, 2010
“Mobile technology
empowering business people”
Forrester, January, 2011
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Enhance Your Customer's Experience
Customer Management Suite
• CRM
- Customer Relationship Management
• Sales
- Order Management, Distribution, CSS, Configurator
• Service & Support
- SSM, Field Service Management
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Enhance Your Customer's Experience
QAD Customer Management Philosophy
• Smart Simplicity
- Role-based concepts
- Information access
- Access anywhere, anytime
• Customer Partnership
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Enhance Your Customer's Experience
Customer Partnerships
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CRM Case Study
Encoder’s CRM and Sales Challenges
• Encoder Products Company (EPC) Is a privately
held manufacturer of premium encoders
• Pain points
-
Frequent campaigns with hundreds of targets
Transitioning salespeople
Customer data fragmented in different systems
Needed effective tools to generate marketing campaigns
Poor usability of previous sales automation system
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CRM Case Study
QAD CRM Benefits
• Encoder Products rolled out CRM in
marketing, sales, and customer service
- Effective 360 degree view of customer data
- Uncovering new opportunities with better targeted
marketing activities
- Customer service able to immediately respond to
customers regardless of the original sales channel
- Increased levels of customer service and employee
satisfaction
- Increased campaign hit rate
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CRM Case Study
QAD CRM
"Our customer service group just loves QAD CRM.
Now for the first time, they can quickly and easily
determine which distributor the caller is
purchasing product from."
Bob White, IT Director - Encoder Products
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Enhance Your Customer's Experience
QAD Configurator
"The QAD Configurator is all about turning the customer's
dream into reality in the most efficient way. With the QAD
Configurator we are able to control the manufacturing
engineering with a single engineer, allowing us to focus on
design and innovation which is what drives growth
and market expansion.“
Laurence Julien, IT Manager - Yamaha Motor Corporation
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Enhance Your Customer's Experience
QAD Service & Support Suite
" QAD offers a world-class Service and Support product
suite that enables us to manage our service organization
with transparency and efficiency.
QAD’s solutions improve the exchange of information
between FEI’s field service, logistics and service support
teams. The result is that we have effective planning,
professional logistics control and better call management. "
Jim Fetterman, Vice President Worldwide Services - FEI
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Enhance Your Customer's Experience
Today…
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Enhance Your Customer's Experience
Smart Simplicity: Increase Responsiveness,
Reduce Costs
CSR
Shipping
Service & Support
Customers
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Enhance Your Customer's Experience
Intuitive, Informative, Intelligent
• Role-Based Centers
- Speed access and
ability to respond
- Reduce training
cost
- Simplify and
personalize
- Related reports and
operational metrics
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Enhance Your Customer's Experience
Monitor, Measure, Message
• Sales metrics
- Overdue orders
- Not shipped on time
in full
• Services metrics
- Open calls by
queue
- Fault code analysis
- Engineer utilization
• Alerts
- Sales orders
placed on credit
hold
- Call assigned
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Enhance Your Customer's Experience
Breaking Boundaries…
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Enhance Your Customer's Experience
Breaking Boundaries
• Core Sales Quote and Sales Order
- Sale of service during quote and order taking
- Sales quotes/orders improvements
- BPM/Workflow enabled
• Service & Support Management
- Automated contract creation, renewals
- More sophisticated contract management
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Enhance Your Customer's Experience
Dynamic Pricing
• Includes new pricing options
- Attributes, such as gold or silver plating
- Order characteristics, such as expedited orders
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Enhance Your Customer's Experience
Attributes
• Extending sales quote, orders, items, service
contracts, installed base
• Drive pricing, service/support and reference
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Enhance Your Customer's Experience
Configurator and Sales Quotes/Orders
• New attribute creation rules
• Kit or component pricing
• Enhanced for kits and links to quotes/orders
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Enhance Your Customer's Experience
Quote and Order Approval Status
• Order status with system and user-defined
states
• BPM/Workflow enabled
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Enhance Your Customer's Experience
Services and Sales - Collaboration
Sales Quote
Sales Quote
Sales Order
Sales Order
Shipment
Shipment
Contract
Invoice
Billing
Invoice
Enhance Your Customer's Experience
SSM - Contract Service Center
Display list of contract lines
due for renewal, and select
the ones to be renewed
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Enhance Your Customer's Experience
SSM - Contract Service Center
Preview the contract
lines to be created
and renew / quote
New amounts and
start/end dates are
shown
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Enhance Your Customer's Experience
SSM - Contract Service Center
Cover page
and list of lines
generated are
included in the
quote print
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Enhance Your Customer's Experience
How Today’s APIs Enable Tomorrow
• Foundation for the Future
- Access for varied and changing needs
.Net UI
Web
Mobile
External
Systems
Business Layer
APIs
Business
services
Business
entities
Data
access
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Enhance Your Customer's Experience
Both eCustomer and iCustomer
• Evolution of CSS
-
Web-based Configured Orders
New web framework
Web-based Service & Support
Enhanced up-sell and cross-sell
• Mobile for iPhone, iPad and more
- Mobile Field Service
- BPM/Workflow and BI
- CRM/Sales
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Enhance Your Customer's Experience
Additional Plans
• CRM
- Thin client deployment
- Lotus Notes integration
- New analytics and reporting
• Service & Support
- Warranty management
• Trade Promotion
Management
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Enhance Your Customer's Experience
QAD EA and Customer Management
QAD
Enterprise
Applications
• CRM
• Sales
• Service & Support
Enable the
CustomerFocused
Organization
• Enhance brand value
• Effectively compete and win
• Increase market share and reduce costs
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Enhance Your Customer's Experience
Metrics Affected
Process
Benefit
Value
New Sales Channel
(online)
•Increase customer satisfaction
•10% - 25%
•Reduction in order entry costs
•20% - 50%
Customer Order Entry
•Expand markets
•10% - 20%
Online Product Catalog
•Improve order accuracy
•10% - 20%
•Reduce invoice costs
•5% - 15%
Customer can enter
order and payment
information online
•Expand market
•10% to 20%
•Reduction of DSO
•5% to 10%
•Reduce order entry cost
•Up to 90%
Manage sales activities
•Improve sales productivity
•10 to 20%
•Increase customer contact time
•5% to 10%
Forecasting
•Improve sales forecasts
•5% to 10%
Configure complex
products based on preapproved engineering
and sales business rules
•Reduce errors
•Reduce selling time
•Improved sales productivity
•$000’s
•50%-90%
•10% to 50%
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Enhance Your Customer's Experience
Next Steps
• Attend Driving Customer Satisfaction and
Increased Revenue Thru Enhanced Service and
Support
- Wednesday at 2:45
- Speakers:
• Lisa Ozkan, QAD and Nathan Beste, FEI
• Attend Configured to order: Managing
Complexity While Meeting Customer Demand
- Wednesday at 4:00 PM
- Speakers:
• Frank Feustel, QAD and Bob White, Encoder Products
• Ask for a demo of customer management
solutions in the Expo!
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Enhance Your Customer's Experience
Questions & Answers
• Mary Ann Guthrie
mtg@qad.com
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www.qad.com
© QAD Inc
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