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INFOR XA

SERVICE MANAGEMENT OVERVIEW

Powered byRMB Solutions

ALLOWS MANUFACTURERS TO EFFECTIVELY MANAGE THEIR POST SALES SERVICE

OPERATIONS TO PROVIDE IMPROVED CUSTOMER SATISFACTION WHILE REDUCING

COSTS

INFOR SERVICE MANAGEMENT

POTENTIAL TO TURNYOUR

SERVICE & REPAIR ORGANIZATION

FROM A

COST CENTER

INTO A

PROFIT CENTER

TODAY’S DISCUSSION & DEMO

➢ Presentation/Overview of the RMB Service Management Solution (SM)

➢ Extensive service management offering

➢Modular so customers can make use of applicable functionality

➢ Easily tailored for specific user areas of responsibility

➢Demonstration of areas specific to a service organizations priorities

➢ SM is designed to enable data-driven operational decision making

➢ Transactional data is captured, managed and classified for analysis

➢ Example: Returns intake management with reason codes

➢Complete, transparent integration with ERP (XA)

➢ Analytics

➢ Seamless access to key performance analysis

➢ Extensive, standard reporting, analysis and presentation tools

➢ Ability for users to change or tailor as they see fit

➢ Example: Disposition management for return/replace, return/repair, field destroys

➢Customer Engagement – providing customer direct access: requests, status

➢ Return Request Portal (PMA Portal)

➢Claim app – for claim requests

➢Multiple independent systems

➢Lack of integration between systems

➢Lack of data standards

➢Lack of communication between service departments

➢Poor communication with customers

➢Warranty and contract expense

➢Lack of a system to support the Service Organization as a profit center

PAIN POINTS

WITH RMB XA INTEGRATED SERVICE MANAGEMENT SOLUTION YOU CAN:

➢ Reduce your order-to-cash cycle from weeks to minutes

➢ Realize substantial inventory savings in the first year

➢ See more profitable service contracts

➢ Reduce warranty expenses

RMB SOLUTIONS PROVIDES SOFTWARE AND SERVICES FOR MORE PROFITABLE MANAGEMENT OF THE FOLLOWING:

➢ Installation and start-up

➢ Field Service

➢ Repair Depot

➢ RMA (internal and external)

➢ Call Center

➢ Technical Support

➢ Warranty claims (dealer, 3rd party)

➢ Vendor claims

➢ Warranty management

➢ Service contract management

➢ Cloud based or self-hosted

➢ Analytics and reporting

➢ Intuitive customer and dealer facing browser-based user interfaces➢ Service Management

➢ RMA customer portal

➢ Field service app

➢ Tech support app

➢ Claim application

➢ Mobile solutions for the field

RMB XA Service Management fully supports all these processes and more with a robust, fully XA integrated solution

BENEFITS

➢ Reduced costs

➢ Warranties, utilization, material, vendors

➢ Increased revenue

➢ Service contracts

➢ Improved customer service

➢ Warranty claims, information, turn around

➢ Reduced product downtime

➢ Improved customer expectations and retention

➢ Improved quality data

➢ Effective warranty and contract management

BENEFITS

BENEFITS

➢ Streamline service transactions

➢Communication both internal and external

➢ 80% call reduction

➢Automate transactions with customer and outside parties

➢Analysis toolset

➢ Reporting

➢ Graphing

➢ Key performance indicators – KPI definition, tracking, reporting

➢ Forecasting

➢ Portals and dashboards

CUSTOMER TESTIMONIALS

Infor System i Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

Incident recording

Internal and external

Call center

Recall

Retrofit

Customer notice

Repair order Mgmt.

Integrated quote process

Spare Part Orders

Credit processing

Dispatch of technicians

Service Order Management

Preventive Maintenance Schedule

Integrated warehouse

Non-integrated warehouse

Warranty Cost Tracking

KPIs

Forecasting

Status Reporting

Dashboards

Lifecycle management

Item traceability

Automated process

Financial Settlement

Automated process

Financial Settlement

XA SERVICE MANAGEMENTWarranty Management

Primary

Extended

Repair

Service Contracts

Leasing

NOTIFICATIONS

DEFINED STATUS TRIGGER

DEFINE ACTIONS

EASE OF ACCESS TO KEY INFORMATION

RETURN REQUEST SUBMISSION

RETURN REQUEST SUBMISSION

RETURN REQUEST SUBMISSION

RETURN REQUEST SUBMISSION

RETURN REQUEST SUBMISSION

RETURN REQUEST SUBMISSION

RETURN REQUEST SUBMISSION

RETURN REQUEST STATUS LOOKUP

XA Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

Installation & Start-Up

Dispatch of technicians

GPS Tracking

Service Order Management

Preventive Maintenance Schedule

XA SERVICE MANAGEMENT

MULTI-PHASE PROJECTS

FIELD SERVICE DISPATCH CALENDAR

FIELD SERVICE DISPATCH MAP

GANTT CHART SCHEDULING

FIELD SERVICE APP (MOBILE SM)

MAP OF SCHEDULED SERVICE CALLS

LOCATIONS & DRIVING DIRECTIONS

FIELD REP VIEW: WORK ORDER DETAIL

FIELD REP ACTION: STATUS UPDATE

LABOR HOURS CAPTURED IN THE FIELD

SIGNATURE CAPTURE, EMAIL & INVOICE

XA Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

XA SERVICE MANAGEMENT

Lifecycle management

Item traceability

SERIAL NUMBER TRACK & TRACE

TABS BASED ON DOCUMENT TYPE

XA Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

Integrated warehouse

Non-integrated warehouse

XA SERVICE MANAGEMENT

INVENTORY

XA Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

Automated process

Financial Settlement

XA SERVICE MANAGEMENT

ON-LINE REGISTRATION

ON-LINE REGISTRATION

ON-LINE REGISTRATION

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

WARRANTY CLAIMS PROCESSING

XA Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

Automated process

Financial Settlement

XA SERVICE MANAGEMENT

VENDOR CLAIM

STATUS TRACKING & NOTES

ATTACHMENTS

XA Service

Management

Contracts

Knowledge

Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

Warranty Cost Tracking

KPIs

Forecasting

Status Reporting

Dashboards

XA SERVICE MANAGEMENT

DASHBOARDS

DASHBOARDS

GRAPHS

GRAPHS

EXCEL INTEGRATION

PREDEFINED VIEWS

DATA EXTRACT

FIELDS FORMATTED

INTEGRATION

Components

Bins

Buyers

Carriers

Countries

Currency Codes

Customers

Addresses

Price Codes

FOB Codes InvoicesItem Availability

Inventory

Items

Item Classes

Ledger Codes

Manufacturing Orders

Payment Terms

Planners

Price Books

Product Features & Options

Products Salesmen

Serial Numbers

Shipments

States

Units of Measure

Vendors

Warehouses

Work Centers

ROBUST INTEGRATION WITH XA

XA Service

Management

Contracts

Knowledge Base

Field Service

Operations

Serial Number

Management

Inventory

Management

Incident

Management

RMA and Repair

Management

Warranty Claims

Vendor Claims

XA SERVICE MANAGEMENT

BENEFITS

➢ Reduced costs

➢ Warranties, utilization, material, vendors

➢ Increased revenue

➢ Service contracts, at-fee preventive maintenance programs

➢ Improved customer service

➢ Warranty claims, information, turn around

➢ Reduced product downtime

➢ Enhance customer relationships and loyalty

➢ Exceed customer expectations; improve retention

➢ Become data driven

➢ Improved business intelligence enables better business decisions

➢ Superior warranty and contract management

➢ Streamline service transactions

➢ Communication both internal and external

➢ 80% call reduction

➢ Automate transactions with customers as well as with outside parties (dealers, contract service providers, etc)

➢ Business Efficiencies and Operations Analysis

➢ Reporting

➢ Graphing

➢ Key performance indicators

➢ Forecasting

➢ Portal/dashboard

BENEFITS

Questions

&

Discussion

THANK YOU!