Transcript Future Product Direction

Customer Management Made Better!
Sales Order Management, Distribution, Service & Support
Mary Ann Guthrie
QAD Director, Research & Development
February 2010
agenda
• special ops team
– Cheryl Crane, QAD Principal BA
– Brian Wintz, QAD Architect
• arena of operations
– CM Suite Overview
• top secret briefing
– Under development…
• successful missions
– Customer Success Stories
• potential targets
– CM Roadmap
Customer Management Suite
CRM
Customer Relationship Management
Order Mgmt
Distribution, CSS, Configurator
Service & Support
SSM, Field Service Mgmt
QAD Customer Management Drivers
• Outstanding Customer and User Experience
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One Face to the Customer
Multi-Channel Access
Role-Based Interaction
Human Engineering
Integrated Business Processes
QAD Customer Collaboration
Top Secret
Briefing…
Lean Principles applied to CM Suite…
Cognitive Ergonomics
CSR
Shipping Manager
Services Manager
Customers
Cognitive Ergonomics Initiative
• Changing the face of Core Distribution
and Service & Support
– Functions grouped by Roles
– Flexible search, sort and filtering option linked to
related data and transaction processing
– Integrated reports and operational metrics
– Security applied by functions
Center Highlights
• Context Sensitive
Links between
Browses
• Auto launch of
Maintenance
Process with Key
• Pre-defined with
user ability to
change and create
A closer look..
Right-click on highlighted fields
to bring up additional functions
Click button to
launch function
Revamped Reporting Across the Suite!
Reporting Framework
 Reports
– Create New
– Start with Browse
– Modify Existing QAD
reports
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Add images,
graphs and other
controls
 Additional Features
− Windows Task Manager
Schedules
− Output documents, Excel,
PDF
Operational Metrics
• Sample Service & Support
Op Metrics
 Open Calls by Queue
 Fault Code Analysis
 Engineer Utilization
• “Traffic Light” visuals
 Drill down to detail
level
• User-definable Metrics and
Aggregate Results
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Reconnaissance
Mission Debrief
QAD Customer Relationship Management
“During an economic recession, sustaining revenue growth or forestalling revenue erosion becomes even more critical.
Customer management improvement initiatives will continue to be critical to achieving this goal”
Forrester Research, Trends 2009: Customer Relationship Management
• Insure repeat revenue streams
by knowing your customer
• Enable the sales team to focus
on winnable sales opportunities
to increase revenue and
decrease cost of sale
• Tight marketing campaign
control leads to decreased
marketing costs and qualified
leads
Encoder Product Profile & Pain Points
• Encoder Products Company (EPC) is a privately held
manufacturer of premium encoders
– EPC is a leading designer of premium rotary incremental and
absolute encoders used for motion feedback
– Large Distributor and Reseller network
• Pain points
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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
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
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
QAD CRM Release Update
• CRM 6.2 (EA)
Mar 2009
• CRM 6.3
Sept 2009
• CRM 6.4
Mar 2010
– Enterprise Financials Support
– Multi Domain Support
– Unicode and Double Byte language support
– CRM 6.2 General Availability
– Enhanced Usability and Visibility
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Support for Best Pricing
Enhanced Integration
QAD SE 2007.1 through 2009
QAD EE 2009 through 2010
QAD Configurator
“Manufacturers of complex configurable products evaluating sales configuration
software can expect it to dramatically reduce quote errors while improving
proposal velocity and employee efficiency.“
AMR Research
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2009 full .Net Release
Reduce order entry costs
Attract new customers
Provide competitive
advantage
• Allow engineers to focus
on innovation
ADC Krone Profile and Pain Points
• ADC Krone is a leading communications network
infrastructure provider.
– ADC Krone Australia division operating for over 25 years with 245
employees and revenues exceeding $65M
– Initial focus on optical fiber patch cords and pigtails
• Pain points
– Many products with infinite number of possible combinations
– New orders required extensive manual support prior to order entry,
resulting in long lead time and high costs
– Need to prevent creation of invalid combinations
– Field Sales unable to provide timely response to pricing inquiries
QAD Configurator Benefits
• ADC Krone went live March 2009 and realized
substantial benefits:
– 50% reduction in Customer Service’s time to place an order
– 95% reduction incorrect orders
– 100% reduction in Engineer resource used in creating new
variants
– 90% reduction in Planning’s involvement
– Field sales access to quotations for immediate pricing
response
QAD Configurator
" The QAD Configurator allows customer service to
work through the options live with the customer in
the Sales Order screen and prevents implausible
combinations. All that is required is for the Planning
department to schedule the part through the fiber
work center. Also, using the Configurator
questionnaire is a very quick way for what-if pricing
inquiries for configured products. "
Bryce Nicholls, R&D Manager – ADC Krone
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
QAD Configurator Update
• Configurator 5.0.1 Mar 2009
– Full .Net UI release
– .Net compatible Questionnaire
• Configurator 5.1
Sep 2009
– Functional Enhancements
• Configurator AG Phase 1
– UI and usability Enhancements
• Configurator 5.2
Mar 2010
– Forecast Consumption
– Support for Oracle Database
– QAD eB2.1 SP 4, QAD SE 2007-2009, EE from
2007-2010
Service and Support Suite
With a decrease in product revenues, services revenues are becoming a larger percentage
of overall company revenues. These economic forces are placing immense pressures on
services organizations to secure revenues and improve profitability.
J.B. Wood, President and CEO, AFSMI, SRII, SSPA, TPSA
• Better manage your
service operations
(Warranty/Contracts,
Service Calls, Returns)
• Efficient field service
scheduling
• Mobile access for
field service activities
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FEI Profile and Pain Points
Customer: FEI Company
– Ion-beam systems and electron
microscopes for nanotechnology
– 3 research centers and 50+ service
locations in Americas, Europe, and
Asia
Pain Points
– Global with inconsistent methods
– Lack of workforce scheduling
visibility
– Manual method of recording field
service reports with impact on
accuracy
QAD Service & Support Benefits
• FEI rolled out QAD Mobile Field Service to 400 Field
Engineers along with Field Service Scheduler on a
foundation of QAD SSM:
– Improved Field Service Reporting data entry time and accuracy,
consistent and more detailed capture of repair comments
– Electronic parts ordering, ability to create new service requests in
the field
– Improved Planned Maintenance timelines by 5%
– Increased field service engineer utilization by at least 5%
– Reduced aged parts write-off by 10%
– Electronic capture signature for customer proof of service
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. When a customer calls for service,
we are confident that we are providing them with the
best service based on up-to-the-minute information. "
Jim Fetterman, Vice President Worldwide Services - FEI
Service & Support Management
• QAD 2008
Mar 2008
– Role based usability enhancements
– Engineering Scheduling enhancements
– Call Management enhancements (ISB Hierarchy, ISB
Move During Call Entry, Pending Calls)
• QAD 2008.1
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Sep 2008
Usability improvements
Serial Number History
Material Order enhancements
Next preventive maintenance date update
• QAD 2009
Mar 2009
– Contact Center Collection
– Depot Repair enhancements
• QAD 2009.1
Sep 2009
– RTS BOL number, Contract Pricing
– New reports and operational metrics
QAD Field Service Scheduler
QAD Mobile Field Service
• FSS 2.1
Sep 2008
• FSS 3.0
Sep 2009
• MFS 2.1
Sep 2008
• MFS 3.0
Sep 2009
– Visit detail
– Configurability
– Backward compatible with eB2.1 SP4+
– Optional mapping with MapPoint 2006 &
2009
– Improved performance
– Improved usability/functionality
– Field Service Report (FSR) and digital
signature capture
– Light FSS integration
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Enhanced scalability & performance
Backward compatible with eB2.1 SP4+
Now supports Windows Mobile 6.1 and 6.5
Enhanced functionality
Potential Targets
Customer Management – Near term roadmap
• More Sophisticated UI and
Information Access Capabilities
– Order Management, Core
Distribution, Core SSM
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Reporting
Operational Metrics
Task-based Collections/Browses
BI
• CRM
– Thin client deployment
– Additional Usability Refinement
• Internationalizations
– Cross-functional global focus
Customer Management: Future plans
• Order Management
– Rationalization and evolution of Order
Management and Distribution
• Evolution of B2B/B2C to Web 2.0
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Web-based Configured Orders
CSS for Orders and Quotations
Web-based Service & Support
Enhanced Up-Sell and Cross-Sell
• Configurator
– EMT Support for Configurator
• CRM
– Extend screen and object customization
– Extend Personal Information Management
Integration
– Extend Analytics and Reporting
• Service & Support
– Outsourcing, Rentals/Leases
QAD Mission Control:
Driving Development
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Customer Collaboration
Human Engineering
Scalability
Data to Intelligence “Cognitive Ergonomics”
Total Enterprise Capability – Solutions Focused
Questions?
Thank You!