1 Warranty and Repair Management For Infor XA Release 7 WARM Denise Luther – Sr. XA Consultant WARMS Technical Manager CISTECH, Inc. Rod Fortson – Sr. XA Consultant WARMS Product Manager CISTECH, Inc. 1

2 Business Challenge:  It is a complicated process: warranty management, returns, and repairs impacts a large part of the organization  Manual and non-integrated processes waste staff time  Lack of control, integration and visibility results in ‘non- professional’ image to customer  Islands of data reduce ability to manage the process  Limited visibility of Repair and Warranty Costs  Limited interaction with QC/QA  Limited Inventory visibility and control  Difficult to quote and manage non-warranty Repair Work XA does not effectively support after-sales service

3 CISTECH’s Solution: Warranty and Repair Management (WARM) solution that is an integral part of XA  Built on existing XA capabilities  Customer orders and shipments  MO’s for actual repair orders  COM for shipments and billing/AR  Items, inventory, bills, routes  Enterprise Integrator used to create new ‘Claim’ objects to consolidate XA into an integrated claims process  Quote development tool enables billable repairs  Customer claim submission and RMA status available via the web

4 WARM Key Features  Claims ‘workflow’ organizes complex process  Automated electronic communications with customers, Web portal for ‘self service’  Approvals are enabled at key steps  Repair estimating and quoting tool  Collects key claim data for analysis

5 WARM Architecture  WARM IS XA  The WARMS Database plus right into XA and the Business Objects are in your XA Integrator files.  Browser interface for ease of learning, ease of use, quick access to data, and extensive tailoring  Extensive code files allow tailoring of system to your unique requirements  Enterprise Integrator and System Link enable easy maintenance and upgrades

WARM at a Glance XA APPLICATIONS AND DATA + WARM 1.CUSTOMER SERVICE Estimate Labor and Materials Choose items from BOM Repair vs Replace decision capability formal quote to customer Quote acceptance Initiate Claim Return Materials Authorization (RMA) Warranty / non-Warranty Return/RMA customer communication Claim Tracking 2. RECEIVING 3. REPAIR MANAGEMENT / ENGINEERING 4. PRODUCT REPAIR AND SHIPPING Customer Create XA Customer Order Create XA Manufacturing Order Use core XA for manufacturing planning and reporting Use core XA for shipping Web Access to initiate and track claims Receive items Move to repair inventory location Phone call or

7 WARM comes packaged with multiple pre-defined Views, Subsets, and Workspaces. The WARM database is “Rich” with Repair and Customer Service data. WARM comes packaged with multiple pre-defined Views, Subsets, and Workspaces. The WARM database is “Rich” with Repair and Customer Service data. 7 WARM – Leveraging XA capabilities

Customer Service Central “One place to create and track warranty and repair claims!!” 8

Claim Items Customer Claims Repair Log, COM Orders, MO’s, s, Invoices ….whatever ! 9 Claim Workbench

Visibility at the dock of scheduled receipts Receive to repair warehouse Visibility for customer service of receipt status 10 Manage Returns

Total Estimate: $ Develop repair quotes

After QC Disposition or CS Approval If Non-Warranty, a Repair Quote can be ed/faxed 12 Develop repair quotes

13 Generate the XA Manufacturing Order for the repair Establish Routing Operations or use a Generic Routing A reference to the RMA is placed in MOMAST Generate the XA Manufacturing Order for the repair Establish Routing Operations or use a Generic Routing A reference to the RMA is placed in MOMAST Create MO for Repair

14 Generate the XA COM Order to Return each item. The RMA/Sequence is updated in Sales Order for bi-directional reference. Generate the XA COM Order to Return each item. The RMA/Sequence is updated in Sales Order for bi-directional reference. Create CO for return shipment and billing

WARM Demo 15

Welcome to Claims Manager Get started by logging in and viewing your account 16 WARM Web Portal Claims Manager Customers can initiate a claim, or check claim status. Mass claims can be imported electronically Customers can initiate a claim, or check claim status. Mass claims can be imported electronically

17 WARM Web Portal – Claims Manager

Automated Data Extracts for Claim Analysis Claims Approved, Rejected, Pending by Customer for any Date Range Claims By Finished Good Item and Replacement Components (Failure Analysis) Claims by Customer/Item for a Date Range Automated Data Extracts for Claim Analysis Claims Approved, Rejected, Pending by Customer for any Date Range Claims By Finished Good Item and Replacement Components (Failure Analysis) Claims by Customer/Item for a Date Range 18 WARM Reporting

19 WARM Benefits  Improves Customer Service  Increases Team Efficiency  Data enables analysis to reduce cost of quality  Enables control of complex process  Builds on XA capabilities and architecture  Speeds implementation  Easy to tailor  Easy to maintain

20 Warranty and Repair Management 20 Questions? THANKS FOR ATTENDING