Customer Relationship Management with QAD NetAPPS Jim Markell February, 1999

QAD/Connects QAD Net Apps Architecture Internal User Trading Partner Casual Customer Mobile User QNA Q/LinQ Other Apps A2A SQLServer Progress Oracle XML EJB Information Users Internal Applications The Internet EDI Store Front B2B EIP SupportSFA eBusiness Web

What is Customer Relationship Management? CRM covers the entire relationship life cycle for selling products and services. The objective is to maximize a position within a marketplace, and revenue from individual customers.

Target Customers for CRM Customers who meet any of the following: Have an MTS/MTO/ETO Product Strategy Have Complex Products or Processes Have Complex, Multi-step Sales Process Provide Combination of Products & Services Provide After-sale Service

Pre-sales After After Sales Sales Engineered QuotationsOrder Service Configured Configured Installation Realization Realization Manufacturing Purchasing Purchasing Standard Standard Project Management & Planning Project Management & Planning CRM: Interaction Life Cycle

Pre-sales After After Sales Sales Realization Realization Cameleon Configurator Product & Process Configuration Cameleon Configurator Product & Process Configuration SSM Service Contracts Installed Base Call management SSM Service Contracts Installed Base Call management Visual Selling Quote & Order Management Visual Selling Quote & Order Management MFG/PRO Operations Management Financial Management MFG/PRO Operations Management Financial Management Primus Primus Knowledge Management Problem Resolution Primus Primus Knowledge Management Problem Resolution Installation Activity Mgt Budgeting & Planning Status & Cost Management Project Invoicing Installation Activity Mgt Budgeting & Planning Status & Cost Management Project Invoicing CRM: Interaction Life Cycle QAD NetAPPS

Caméléon Software Suite Caméléon EXPERT Caméléon Visual Selling Caméléon for MFG/PRO Caméléon Expert A New Generation Modeling Tool Caméléon Visual Selling SFA solution for manufacturing companies Caméléon for MFG/PRO Empower MFG/PRO to rapidly deliver customizable products

MFG/PRO In SQ/SOE Caméléon for MFG/PRO BRIDGE A complete integration with MFG/PRO Opportunity Management System Sales Analysis System Quote & Order Caméléon Visual Selling Configure Caméléon Expert Scripts Pricing Models Engineering Data Models Costing Models

Cameleon Status Source: Access Productique; Reseller agreement signed Availability: MFG/PRO V8.5/8.6 Environment: Progress & Oracle DB; MS Access for VS nomadic Collateral: Available from Access Productique; being “QAD-ized” Training: Available from Access; 1st class scheduled March 1-3 Implementation: Access Productique; QAD GS Support: Access Productique

Cameleon Pricing Cameleon for MFG/PRO: $1,800 per named user + $8,400 per DB (Data Generator) Visual Expert (modeler): $30,000 per named user (sales & manufacturing) Visual Selling: $2,100 per named user + $6,000 per DB (Data Generator) Add/ons: $7,200 for “toolset” to modify VS $6,000 per site for VS to MFG/PRO “bridge”

Installation Activity Management General project data Project structure Budgets Milestones Invoice schedules Tracking & Analysis

IAM Status Source: QAD (custom version [PRM] available from Origin) Availability: MFG/PRO V8.7?? (unschedled) Environment: Progress DB only; SSM required Collateral: TBD Training: Available from Origin Implementation: QAD GS, Origin Support: QAD (PRM supported by Origin)

IAM Pricing Software Pricing: TBD IAM will provide a significant opportunity for implementation services

Service/Support Management Service Contract Administration Full Installed Base including configurations Total Call Management and Tracking operations FND0011

SSM Status Source: QAD Availability: MFG/PRO V8.5 and up Environment: Progress & Oracle DB; GUI & ChUI Collateral: Complete Training: QAD, Origin, others Implementation: QAD GS, Origin, others Support: QAD

SSM Pricing Software Pricing: $850 per Concurrent User (same count as MFG/PRO)

Primus Knowledge Management An “expert system” to organize, analyze, and rapidly respond to service and support problems

Primus Knowledge Management Solution Builder - Creates logic processes Solution Explorer - User dialog Solution Publisher - Reports & analysis SolutionSeries Server - Manages data

QAD provides Enabling Technology PRIMUS Solutionseries Software VAR Enabling Professional Services Assessment Analysis Project Planning and Management Implementation consulting Installation and Technical consulting Operations Review

Primus Pricing Technology and Tools SolutionSeries Server (per server)25,000 Solution Builder (per user)2,395 Solution Explorer (per user)1,995 Solution Publisher (25 user pack)47,375 SSM Integration Builder (per server)10,000 European prices are 30% higher Services are typically 50-60% of the license Call Sunil Dovedy for quotes and further details

Why is an ERP vendor playing in this space? QAD believes that this is an integral part of Service and Support, and will be a mainstream need by all customers 2 years from now as they deploy CRM (Customer Relationship Management) suite of products QAD has acquired the distinctive competence to be able to play in this market by Our entry into services We are one of the few vendors that can provide effective services because of our successful deployment of Solution Centered Support in all our support centers We are hungry and want to leverage our assets – our installed base, Solution Centered Implementation knowledge and our strong relationship with PRIMUS