JD Edwards EnterpriseOne CRM Service Management

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Common Customer Relationship ChallengesCHALLENGESCAPABILITIESVALUE Unable to provide 24x7 customer Single embedded customer data Greatly enhanced customer Lack of customer information Comprehensive, 360 degree view Decreased response and resolution Customer Self Service portal Increased self service capabilitiesserviceimpedes exceptional customerservice Unable to easily match customerprofile data with sales & servicehistories Unable to track follow-up activitiesbaseof customer interactionsprovides 24x7 sales and service Trouble shooting tools help reduceservice requestsexperience and satisfactiontimes Better coordination and access tokey customer data amongdepartmentsCopyright 2015, Oracle and/or its affiliates. All rights reserved.

Service Management Components Equipment Information Management Contract Management – Service and Supplier Contracts Work Order Management Warranty Claims / Supplier Recovery Claims Failure Analysis / Solution Advisor Branched Scripting RMA – Return Material Authorization Preventive MaintenanceCopyright 2015, Oracle and/or its affiliates. All rights reserved.4

Benefits of Service ManagementThe Service Management system can help to retain customers by:– Providing world-class customer responsiveness.– Operating efficient and cost-effective customer service processes.– Achieving maximum service revenue on services.Making customer service more efficient, profitable, and customercentric is the goal of the JD Edwards EnterpriseOne ServiceManagement solution.Copyright 2015, Oracle and/or its affiliates. All rights reserved.

JD Edwards EnterpriseOne CRM at a GlanceSalesSupportServiceSales ForceAutomationSales OrderManagementCase ManagementServiceManagement Lead to Order Request to ResolveCustomer Self ServiceCRM Foundation (includes Branch Scripting and Solution Advisor) ,Advanced Pricing Install to MaintainCommon EnterpriseOne Data and Business ProcessesCopyright 2015, Oracle and/or its affiliates. All rights reserved.

JD Edwards EnterpriseOne CRM at a GlanceInstall to MaintainSalesSupportServiceCase ManagementServiceManagementSales ForceAutomationSales OrderManagementCustomer Self ServiceCRM Foundation (includes Branch Scripting and Solution Advisor) ,Advanced Pricing Access customer 360o Track installed equipment Customer location/status Site location/Status Service entitlement Service contracts Warranties Supplier Contracts Service work orders Bill for servicesCommon EnterpriseOne Data and Business ProcessesCopyright 2015, Oracle and/or its affiliates. All rights reserved.

JD Edwards EnterpriseOne Service ManagementFINANCIALInstallRequestServiceBill / PayHUMANCAPITALCRMSERVICEMGMTINSTALLASSET LL / PAYEquipmentInformationMgmtOrigination: Fixed Assets, SalesOrder Update, Prod RegisterCustomer / Site HistoryLocation TrackingWork OrderMgmtScheduled (PMs) & EmergencyWork OrdersParts & LaborCosting, Billing & PaymentContractMgmtEntitlement CheckingBase Warranties & ExtendedWarrantiesRenewals, Suspensions, &CancellationsReceive & Submit ClaimsRoles: Service Providers,Assessors, Supp Recovery MgrsBilling: Receivables & PayablesEquipment AnalyticsWork Order and PM AnalyticsCase and Contract AnalyticsWarranty /SupplierClaims MgmtService MgmtOne ViewReportingCopyright 2015, Oracle and/or its affiliates. All rights reserved.

JD Edwards EnterpriseOne Service ManagementInstall to MaintainInstallCustomer Request Customer callswith issue Case logged ContractentitlementcheckedService Need to sendtechnician tocustomer site tofix problemBill / Pay Services invoicedto customer Technician paid Service workorder created Parts and laborattachedFront Office Work completedBack Office Time Entry Customer BillingCopyright 2015, Oracle and/or its affiliates. All rights reserved.

Service Work Order – One-Click NavigationOne click access Copyright 2015, Oracle and/or its affiliates. All rights reserved.PartsLaborSolutionHistoryRelated ActionsAccountingWO DetailsPlanningAttachmentsSupplier Recovery

Service Work Order – One-Click NavigationService Management Benefits: Improves the efficiency of yourfield technicians Reduces the number of returned visits Reduces days sales outstanding withquicker billing and collectionCopyright 2015, Oracle and/or its affiliates. All rights reserved.

Mobile Asset ManagementChoices Today! Entire JD Edwards EnterpriseOnesuite runs on an iPad Speed Case Entry for maintenancerequest Mobile Service Time Entry Field Service Work OrderCopyright 2015, Oracle and/or its affiliates. All rights reserved.

CRM Service Management Solution Summary:Greater Customer InsightIncreased Customer AccessEffective Customer Interactions In tune with customer needs and values Leverage knowledge to extending product/service offerings Deliver on customer expectations Enhanced competitive advantage Shared key customer data Increased customer satisfaction Increased responsiveness, decreased resolution time Targeted interactionCopyright 2015, Oracle and/or its affiliates. All rights reserved.

JD Edwards EnterpriseOne Asset Management ProductsEnabling End-to-End Business Processes for Maintenance ManagementManaging CompanyOwned AssetsALMCapital AssetManagementManaging requestsfor service /maintenanceCRMCase MgmtCRMService MgmtCopyright 2015, Oracle and/or its affiliates. All rights reserved.MaintainingCustomer OwnedAssets

Th\൩s concept applies to your product offerings as well as service offerings and, ultimately, determines your position in the marke對t.\爀屲JD Edwards EnterpriseOne Service Management supports 2 major business processes: Install to Maintain and Request to Resolv\ \爀屲Because JD Edwards EnterpriseOne products are fully integrated, you .