1. Template v7 January 30, 2013 1 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 1 LN: v10.4 Using the New Claim Features Rollout training Campus Course Code: 02_0021040_EEN0457_ELN July 2014 Gerrit Willem Slotman, Senior Business Analyst, gerritwillem.slotman@infor.comgerritwillem.slotman@infor.com

2. Template v7 January 30, 2013 2 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Agenda Costs of Goodwill and Supplier Claim FCO and Claim Why Business value Pain & perspective How Solution Overview Solution Process What Solution Details (Demo of Call – FCO and Customer Claim) Summary

3. Template v7 January 30, 2013 3 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Goodwill or guarantee to customer cannot be invoiced Supplier should pay! Not possible to send invoice to customer (for regular service work) and to supplier (for goodwill costs) for same service order Why – Claim Costs of Goodwill Costs covered by goodwill or guarantee can be claimed at supplier(s) More cash flow in because of lean supplier claim procedure Collect $$ at multiple different Business Partners for same service order – fully traceable Business painHow Infor deliversBusiness Value $$

4. Template v7 January 30, 2013 4 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Not possible to give money iso performing repair for open FCO Refund not possible when Service Work should have been covered under FCO No detection of FCO when claim is registered Claimed FCO money at supplier (e.g. OEM) not recognizable in finance Why – FCO and Claims FCO can be followed up via Repair (service order) Refund (claim) Claims and orders tagged and related to FCO System detects existence of outstanding FCO’s Less costs in managing FCO’s Higher customer service since system detects open FCO’s Business painHow Infor deliversBusiness Value $$

5. Template v7 January 30, 2013 5 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 5 How – Solution Overview Costs of Goodwill and Supplier Claims

6. Template v7 January 30, 2013 6 Copyright © 2013. Infor. All Rights Reserved. www.infor.com How – Solution Overview

7. Template v7 January 30, 2013 7 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 7 How – Solution Overview Field Change Orders (FCOs) and Claims

8. Template v7 January 30, 2013 8 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Field Change Orders processes in practice Dealer OEM Custom er Execute Service Order same problem repeats Please start FCO Service order 123 (closed) Service order 456 (closed) FCOs generates: Serv order FCO0001 Serv order FCO0002 Serv order FCO0003 Custom er You get refund of money All FCO cost To be paid by OEM

9. Template v7 January 30, 2013 9 Copyright © 2013. Infor. All Rights Reserved. www.infor.com FCO processes – linked to LN objects FCO Custo mer Claim Service Order Call Supplier Claim 1.Transfer FCO to Customer claim – customer wants money in stead of repair 2.Service order closed and paid by customer, in fact FCO work. Enter Customer Claim for Euros, copy lines from Service Order, tagged to FCO 3. Claim entered, not realized FCO present in system. System should detect relation Follow up action: cancel the FCO or execute asap (depends on cust claim) 4 Supplier claim to OEM as a consequences; In Finance see your money coming from OEM 3 1 2 4 4

10. Template v7 January 30, 2013 10 Copyright © 2013. Infor. All Rights Reserved. www.infor.com FCO processes from call FCO Custo mer Claim Service Order Call link transfer FCO line present FCO line Link call to FCO line Yes, link Create FCO line No, create transfer IGNORE warning of existing FCO Field Change orders

11. Template v7 January 30, 2013 11 Copyright © 2013. Infor. All Rights Reserved. www.infor.com FCO processes from call FCO Custo mer Claim Service Order Call link transfer FCO line present FCO line Link call to FCO line Yes, link Create FCO line No, create transfer Accept warning of existing FCO Via Call  FCO line  claim or order (FCO fulfilled for serial) Field Change orders

12. Template v7 January 30, 2013 12 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Link FCO from Service order or claim FCO Custo mer Claim Service Order FCO line present FCO line Link call to FCO line Yes, link Create FCO line No, create link Service order / claims detects presence of FCO line Link optionally Field Change orders

13. Template v7 January 30, 2013 13 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 13 Solution Details

14. Template v7 January 30, 2013 14 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 1. Transfer FCO to Customer claim – customer wants money in stead of repair Field Change orders

15. Template v7 January 30, 2013 15 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 2. Service order closed and paid by customer, in fact FCO work. Enter Customer Claim for refund; Copy lines from Service Order, tagged to FCO Field Change orders

16. Template v7 January 30, 2013 16 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 3.Claim entered, not realized FCO present in system. System detects relation and proposes to link – only pay once Field Change orders

17. Template v7 January 30, 2013 17 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 4. Supplier claim as a consequences; In Finance see your money coming from OEM Finance Configure a mapping for FCO number and OEM BP code Send to Ledger account or financial dimension Field Change orders

18. Template v7 January 30, 2013 18 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 18 What - Demo Demo Scenario: Call – link to FCO – generate Customer Claim

19. Template v7 January 30, 2013 19 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 19 Summary

20. Template v7 January 30, 2013 20 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Goodwill or guarantee to customer cannot be invoiced Supplier should pay Refund not possible when Service Work should have been covered under FCO Summary: Costs of Goodwill and Claim / FCOs and Claims Costs covered by goodwill or guarantee can be claimed at supplier(s) FCO can be followed up via Repair (service order) Refund (claim) Claims and orders tagged and related to FCO Collect $$ at multiple different Business Partners for same service order – fully traceable Less costs in managing FCO’s Higher customer service since system detects open FCO’s Business PainSolutionBusiness Value

21. Template v7 January 30, 2013 21 Copyright © 2013. Infor. All Rights Reserved. www.infor.com