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Who is the Customer Experience Board and What have they been Working on for YOU?Customer Experience Board (CEB) Members

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Customer Experience BoardMember Structure – September 2014

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Who are we?

Wendy Woitalla – Lawson/NADave DePrimo – Lawson/NAJoseph McDevitt – Lawson/NA Karl Danielson– Lawson/NA Frank Schilling– M3/EMEAKen Kemp – SyteLine/NAAnton Hobbs –SyteLine/UK

Allan Davies – SyteLine/APACSuzanne Minard – Distribution/NADavid White – Distribution/NAJason Snoeyink – Visual/NAJohn McCormack – LN-Baan/UKTony Pisa – EAM/NAEd Assenheimer – System i / NA

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• Represents the global Infor customer base in collaborative efforts with the Infor executive team to drive improved communications and higher levels of customer experience

• Infor supports the activities of this group• The organization will remain largely customer led but with some Infor

involvement• Administration will be the responsibility of the Customer Programs team• Current Initiatives

˗ Global Enhancement Request Process and System

˗ Channel Partner Relations

˗ Upgrades / Compatibility Matrix / Customer Portal

And why are we here?

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Who are we? And why are we here?

• What is the goal of the Enhancement Request Committee?˗ To develop a global ER system that can be utilized by all

customers/all products

˗ To ensure social collaboration allowing both customers and product management the ability to see enhancement requests and status

• What issues are we addressing?˗ Individual product groups have individual processes

˗ Customer of multiple products have to follow different procedures

˗ All excel based and very labor intensive

˗ Poor visibility to actions and results

• What solutions are we identifying?˗ Simplified process with one entry point for all customers

˗ Endorse/Reject/Acknowledge

˗ Prioritization (voting)

˗ Product Manager acceptance/tracking

CEB ER Committee

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Solutions: Ideas for Discussion

• Current Status˗ Development currently building new ER system

o Built in Mongoose

o Deployed on Amazon

˗ Beta test after Inforumo Limited availability (SyteLine, SXe)

o Regroup, Update as necessary, Launch Globally

• ER System Launch˗ Phase 1 functionality: Create/Search/Sort/Filter/Find

Duplicates/Endorse/Reject/Comment/Status˗ Phase 2 functionality: Follow/More Sort Features/User Group Vote Options˗ Phase 3 functionality: Infor Ming.le™ Overlay, additional TBD as needed

CEB ER Committee

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Sample Log-in

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Create ER

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ERS Details

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Browse

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Review Request

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Who are we? And why are we here?

• What is the goal of the Partner Committee?˗ To educate Infor on the challenges that exist within the Infor/Channel

Partner/Customer relationship

˗ To establish a procedure to allow Customers to have direct conversations with Infor about Channel Partner issues to include the ability to switch Channel Partner.

• What issues are we addressing?˗ Channel Partner customers deal with different types of challenges and

opportunities than Infor direct customers

˗ To these Customers, the Channel Partner is the face of Infor . The customer doesn’t always understand this dynamic, or in many circumstances, understand the difference between Infor and the Channel Partner

• What solutions are we identifying?˗ Encouraging a survey process for all Channel Partner Customers

˗ Developing a tool within Infor Xtreme for customers to discretely reach out to Infor when issues arise

CEB Partner Committee

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The Challenges and Benefits of Partner Relations

• Challenges˗ Lack of training with Channel Partner consultants that lack the knowledge of new

features and product add-ons

˗ Resolving dead-end relationships between Customer and Channel partner

˗ Some channels refuse to work with each other. They view themselves as competitors

• Benefits of Improved Relations˗ Customer retention

˗ Software knowledge is improved – more opportunities for add-ons, services and upgrades

˗ More successful Channel Partners – working together and learning from each other. Sharing resources

CEB Partner Committee

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Who are we? And why are we here?

• What is the goal of the Upgrade Committee?˗ To make upgrading a more efficient and cost-effective process

˗ To ensure the right tools are available to achieve this

˗ To ensure a process for customers to understand what components are compatible

• What issues are we addressing?˗ Customizations create challenges/barriers to upgrading

˗ Difficulties in identifying the correct upgrade process

˗ Minimizing the impact on business operations and resources during upgrades

• What solutions are we identifying?˗ Product Upgrade Guidelines Documentation

˗ Upgrade Tools (Wizards) to identify problem areas and assist in the upgrade

CEB Upgrade Committee

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The Challenges and Benefits of Upgrades

• Challenges˗ Cost of resources – Personnel & Time

˗ Upgrading Customizations

˗ Database Changes

˗ Functional Changes

˗ Training

• Benefits of Upgrading˗ The Customer has the “latest and greatest” functionality

˗ Latest software technologies tie in with latest operating systems

˗ Infor can reallocate resources from supporting older versions to focus on the newer versions

CEB Upgrade Committee

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Solutions: Ideas for Discussion

• Product Upgrade Guideline Documentation˗ Upgrade checklist based on product and version

˗ Pre-flight checklisto What to consider

o Steps and events involved

• Upgrade Tools˗ Database check utility – identify data problems before upgrading

˗ Wizards to guide you through the upgrade process

˗ Less “monolithic” upgrade processes

˗ One entry point for all our needs

CEB Upgrade Committee

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Things Can Get Cloudy!

CEB Upgrade Committee

Infor.com

Infor Communities

InforXtreme

Infor Campus

Infor Product Microsites

??

?

• Many distributed online assets˗ Requires customer to memorize locations and content value˗ Discrete asset hubs can lack context of collective offering

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Creating a Unified Customer Portal

CEB Upgrade Committee

• One starting point for the information you want˗ Upgrades, product support, enhancements, knowledge based and on-line training

Customer Portal

Infor Campus

Infor Communities

Infor.com

Infor Product Microsites

InforXtreme

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The Conversation Continues…

• Today˗ Questions and answers

• Moving Forward˗ Your input and feedback

˗ Customer solutions – ideas for all

˗ User groups – sharing knowledge and consolidating ideas

• Any Questions?

• Thank you for your time. Enjoy Inforum.

Customer Experience Board