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QADDemoScript Confidential Page2
BenefitsIfyouacceptreturnsorofferrepairserviceforyourproducts,youneedtobeabletocarefullytrackthis
processfromissuingacustomeranRMAnumbertotrackingreturneditemsastheyareprocessed
throughinspection,repaired,andreturnedtoyourcustomer.
Tightcontrolovertheinventoryandtheprocessensuresthatyourcustomerswillreceivethehighest
possiblelevel
of
service,
while
enabling
you
to
keep
aclose
watch
over
cost
and
profitability
of
these
serviceactivities.
MoreefficientRMAandRepairDepotprocesseswillhelpyouprovideamorestreamlinedcustomer
serviceprocess,increasingcustomerserviceandcreatinglongtermprofitablerelationshipswith
satisfiedcustomerswhoareloyaltoyourcompanyandbrand.
Benefits
More control over repair process Better customer service
Decreased cost
Increased profitability
KeyPoints
AberdeenConsulting(2007report) BenefitsofIntegratedSolutionwithin2years
o 14.7%bettercustomerretention(betterserviceincreasescustomerloyalty)o 17.2%lowercosto 17.5%higherprofitsfromserviceo 14.2%ofoverallrevenuecamefromservice(servicetransformedfromacosttoaprofit
centerandsourceofcompetitiveadvantage)
Inthissamestudy,Aberdeenfoundthatbestinclassorganizationsderived:o 28%TotalRevenuederivedfromPostSaleServiceo 38%TotalProfitsderivedfromPostSaleServiceo 83%CustomerRetentionRateo 56%CustomersCoveredbyServiceAgreements
OperationalExcellencetransformsServicefromaCosttoCompetitiveAdvantage
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FunctionalityQADsServiceSupportManagement(SSM)helpsyoumanagetheRMAandDepotRepairprocess.
UsingSSMyoucanoffercustomersRMAnumbers,trackreturneditemsthroughincominginspection,
shipreplacementpartsorgeneratecreditinvoices.Ifyouhavearepairdepot,SSMhelpsyoutrackthe
itemsthoughtherepairprocess,manageexpenses,trackingshipmentsandupdatingcustomerinstalled
basehistory.
YourRMAandDepotRepairfunctionsaretightlyintegratedwithallyourothercustomerservices
processes.Therearenospecialprocessesandnoduplicateinformation.Product,customer,and
installedbaseinformationisalwayscurrent,withcompletevisibilityintoorders,invoices,creditandcall
history.Shippingandinvoicingisdoneusingthesamefunctionalityasusedfortheinitialsale,withall
thesametrackingandaccountingprocesses.
MoreefficientRMAandDepotRepairorderprocesseswillnotonlyspeedupcustomerresponseand
reduceerrors;youwillcutcostsandincreaseservicerevenueswhileprovidingbettercustomerservice.
3
Functionality
QAD Enterprise Applications
QAD Service & Support Management
Sales OrderShipment
Forecast
ProductManufactured
InstalledBase
Warranty
Service PartsForecast
ServiceContracts
Service Call
Parts & Labor
Invoicing
Planning
Sales Order
Reports
KeyPoints
ManagesRMAs Tracksreturns,repairs,replacements,expenses Updatesinstalledbasehistory Tightlyintegratedwithinstalledbase,shipping,invoicing Nospecialprocedures
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FunctionalDemonstrationRMAs/DepotRepairsLetslookathowtheRMA/DepotRepairprocesswillworkwhenyouuseQADstartingwithtakinga
customercallandissuinganRMA,totrackingareturnedproductthroughtherepairandreplacement
process showinghowQADsrolebasedapproachwillmakeyoumoreproductivewhileprovidinga
higherlevelofcustomerservice.
4
Functional Demonstration Summary
Process customer return
- Record call
- Create Return Material Authorization (RMA)
Manage depot repair
- Record call
-
Create Depot Repair Order- Ship replac ement item
- Receive returned item
- Track cost
- Generate invoice
KeyPoints IssueRMA TrackDepotRepairorder Increaseproductivity Increasecustomerservice Standardinvoicingprocedures
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QADDemoScript Confidential Page5
CustomerSupportCenterLetsbeginbylookingathowacustomersupportrepresentativewilluseQAD. Mostactivitieswillbegin
here. Fromthisonescreenyouhavetotalvisibilityintoalltheinformationyouneedtoanswer
questionsfromendusersorlookupinformationabouttheproductstheyhave. Nomoreputtinga
customeronholdwhileyougosearchingaroundforinformationitsallrighthere!
Demo1. SwitchfromthePresentationtoyourSSMscreenview.2. InFavorites,selectCustomerSupportCenter
3. ClickeachtabKeyPoints
CustomerSupportCenterusedbyCSRs,optionallysetupasAutoStart Includes3collectionstoincreaseCSRefficiencyandprovidehigherlevelofservice
o Customerscustomerinformation;open&closedcalls;contractinformation;historyo InstalledBaseallproductsincludinglot/serialnumbers,withalltransactiondetailso Callscalldetails,materialorders,laborandpartslists
Actionbuttonsthatchangedependingontheselectiono ContracttabRenewContractbuttono InstalledBasetabMovebutton
Rightclickanyitemforoneclickaccesstorelatedfunctions
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CallMaintenanceMostserviceactivitiesbeginwithacustomercall.Youcanusethisscreentoquicklylookupinformation
aboutthecustomerandtheproducttheywanttoreturn.
Letsstartwithasimpleexampleacustomerwhowantstoreturnanitemforrefundorcredit.This
mayormaynotbesubjecttoarestockingfeeoffsettingyourcostsofincominginspection,sterilization
andrepackaging.
LetstakeacallfromCarlosAlvarezofPacificHealthCareSystems.Theypurchasedanultrasoundand
wanttoreturnit. Hereitisintheirinstalledbaseitem01020withserialnumber0102001011.
Firstyouwouldlikelycheckthewarranty. Ithasexpired,butdependingonyourcompanypolicy,you
maystillacceptthereturnbutchargethemarestockingfee. Ifthereisafee,youcangettheir
agreementbeforecontinuing.
Thenyouwillgoaheadandrecordthecall. Noticethatyouputinaworkcodethatwilldirectthe
incomingitemtobeinspectedbeforeyouputitbackintostock.
Demo1. Highlightcustomer10C1003A2. ClickInstalledBaseBrowsetab
3. RightclickSerial0102001011,selectCallMaintenance
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4. RightclickCallMaintenancetab,selectDetach
5. ClickNext5timestoacceptalldefaults6. EnterWorkCode3002(Inspect)
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7. EnterCallItemDescriptionCustomerreturneditem12%restockingfeeaccepted,CallTypeRETURN
8. UncheckSchedule
9. ClickNexttoacceptalldefaultsNoteCallID
10.ClickBack4timesKeyPoints
SingleclickaccesstorelatedfunctionsfromwithinCustomerSupportCenter RMAs returnsforrefundorcredit,withnorepairorreplacement Usuallythereisincominginspection&repackagingcosts(notbillabletocustomer) Restockingchargesmayormaynotapply;billabletocustomer Canrecordfailurecodesforanalysis
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RMAProcessMapThefirststepwastorecordthefactthatCarloscalled. Then,dependingonthetypeofcall,your
customersupportrepresentativecanuseaprocessmaptoguidethemstepbystepthroughtheprocess.
Theseareespeciallyusefulforneworinfrequentusers,eliminatingerrorsandsimplifyingtraining.
AsyoucanseehereSSMhelpsyoumanagetheentireRMAprocess;ensuringreturneditemsarenot
lost,expenses
are
recorded,
and
invoices
generated
the
result,
better
control
over
returned
inventory,
bettervisibilityofcost,andmoreefficientinvoicing.
Demo1. OntheProcessesmap,clickPostSalesService2. ClickCallManagement
3.ClickManageCalls(RMARequired)
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KeyPoints Useprocessmapsasastepbystepguide
o Supportsinfrequentornewuserso Simplifiestrainingo Minimizeserrors
ManageentireRMAprocesso Manageinventoryo Trackcostso Generateinvoices
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ReturnMaterialAuthorization(RMA)InthiscaseyouwanttoopenupanRMA.ThecustomerwillusethisRMAnumberontheirpackinglist,
ensuringyourreceiverwillknowwhattodowiththeitemwhenitarrives.
Youcanspecifylocationsbothwherethepartscomeinto(likelyyourdepot)andwherereplacements
(ifany)aretobeshippedfrom.
Youcanalsolauncharepairworkorder ProcessingcodeWspecifiesyouwanttogeneratearepair
orderforrecordingtheinspection,sterilizationandrepackagingtimemakingsurethatyoudoa
thoroughinspectionofthereturneditembeforeitgetsputbackintostock. Ifithasbeenusedor
damaged,youwillbeabletotrackthecustomerandgenerateaninvoiceifapplicable.
Demo1. Onmap,clickCreateRMA(orselect11.7.11)2. EnterOrderRMADemo,CallID
v
3. EnterSoldTo10C1003,BillTo10C1003,EndUser10C1003A
4. Enter Shipto10C1003A5. ClickYes
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6. ClickNext2times7. UncheckCalculateFreight
8. InAdditionalRMADetails,enterIssueSite10100,IssueLocation160(CustomerSpares),Receive
Site
10
100,
Receive
Location
150
(Service
Returns),
Service
Type
STD,
Credit
Price
List
CR10100
9. InRMAIssue,clickBacktwotimes10. InRMAReceipt,EnterLn1,ItemNumber01020,Site10100,ReturnQty1
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11.ClickNext4times12. InLineDetails,enterLot/Serial0102001011
13.ClickNext14. InRMAReceiptLine,enterQtytoReceive1,ProcessingW15.CheckUpdateInstalledBase
16.ClickNext17.ClickBack18.ClickYes19.ClickBack2times(orinscreennavigation,clickTrailer)
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20.ClickNext2timesNote:creditamount
KeyPoints RMArecordsbothreceiptandissue Optionallychargefreightorothercosts Generatescreditforitem,lessrestockingfee
o RestockingFeeshowsasaDiscount%o TrailernotesthisisaCredit
Processing=Windicatesaworkordershouldbecreatedo Tracksandrecordsinspection/repackagingtimeassociatedwithreturno WorkOrderiscreatedwhenyourunRMAReleasetoWorkOrder
Simpleinspection/restockdontneedtoopenaworkorder
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RMAReceiptIfCarloshadbroughttheiteminpersonally,youcanreceivethereturneditemrighthereintheRMA.
Andyoucangenerateacreditinvoiceforthecostoftheitem,lessthe12%restockingfee(seehowit
saysCreditonthetrailerscreen?).Youcanprintthisnow,orjustleaveittobeprintedthenexttime
accountingprintsandpostspendinginvoices.
Automatingthis
process
ensures
invoices
are
generated,
inventory
is
tracked,
and
all
costs
are
recorded.
Demo21.ClickYes
22.ClickBack23.CheckShip/ReceiveRMALines
24.ClickNextKeyPoints
Ship/ReceivefromwithintheRMA,orseparatefunction UpdateInstalledBaseautomaticallyoccurswhenyouposttheinvoice Standardinvoicingprocesses
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DepotRepairOrderProcessMapLetstakeadifferentexamplethistimeforanitemthatneedstoberepairedatyourRepairDepot
whereyoureceivereturneditems,fixthemandsendthecustomertherepaireditem.Youmaysenda
replacementbeforeyoureceivethereturnespeciallyimportantformissioncriticalitems. SSM
ensuresyoudontlosetheitemtrackingthereturneditemthroughreceipt,repairandrestockinginto
refurbishedinventorywhileensuringcustomersareappropriatelyinvoicedforrepaircosts.
Demo1. InProcessesmap,clickCallManagement2. ClickManageCalls(DepotRepair)
KeyPoints Repairitemwillberepairedandreturnedtocustomer;fixedpriceortime&material Replacereplacementitemwillbesentout,repaireditemwillgointostock
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CustomerSupportCenterTakeacallfromanothercustomer,MediLogic.Theyhaveanultrasoundunitthathasfailedandneedsto
bereplacedimmediately.Sincetheyhaveseveralofyouritemsintheirinstalledbase,youneedtobegin
byidentifyingwhichitemthecustomeriscallingabout.
UsingtheCustomerSupportCenter,youhaveeverythingyouneedrightatyourfingertips.Herestheir
InstalledBase
information
with
alist
of
every
item
and
serial
number
at
their
facility.
Demo1. ClickCustomerSupportCentertab2. HighlightEndUser10C1001A
3. ClickInstalledBaseBrowsetab4. Highlightserial01020011110
KeyPoints Installedbasekeptuptodatebysalesandserviceactivities
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CallMaintenanceGoaheadandrecordacall,usingtheworkcodetoidentifythatthisasadepotrepaircall. Thecustomer
mentionedtheproblemseemedtobeelectrical,soyouwillnotethatProblem/Skillcodeonthecallso
thattherightengineerinyourrepairdepotgetsassignedtothejob.
Demo1. RightclickSerial01020011110,SelectCallMaintenance
2. RightclickCallMaintenancetab,SelectDetach
3. ClickNext5times4. EnterWorkCode4002(DepotRepair)
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5. EnterDescriptionMachinedown,needreplacementimmediately,SeverityA,TypeRepair,Problem/Skill
ELEC
6. UncheckSchedule
7. ClickNextNoteCallID
8. ClickBack4timesKeyPoints
WorkCode4002(DEPOT)indicatesarepair/replacement(otherwiseitwouldbetreatedasaregularcall)
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4. ClickNext3times5. EnterLine1RepairTypeREPLACE
6. ClickNext7. CheckReceive
8. ClickNext2times9. InItemReceipt,enterLot/Serial01020011110,Location180(servicerepair)
10. InItemReceipt/Shipment,clickBackKeyPoints
DepotOrderlookslikeSalesOrder DepotOrderNumbermustequalCallID SpecifyREPAIRorREPLACE
o Repairitemwillberepairedandreturnedtocustomero Replacereplacementitemwillbesentout,repaireditemwillgointostock
Optiontocalculateandchargefreight Sophisticatedpricelistscontractorcustomerspecific ClickReceivetorecordreceiptoffailedproduct
o CreatesNonInventoryMemotransaction,NoGLaffecto QuantityOnHanddoesnotchangeuntilyoufixtheitemanddoaDepotItemRestock
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ItemReplacementWhenyouspecifytheitemistobereplaced,itautomaticallygeneratesasecondlineitemontheorder,
onefortheitemtobereceivedbackandoneforthereplacement. Thereisalsoamaterialorderplaced
inthebackgroundtopullthereplacementitemoutofinventory.
Replacementitemscanbesentoutimmediatelyoronlyaftertheitemtoberepairedhasbeenreceived.
Demo11. InItemSelection,enterLn2,Item01020,Lot/Serial0102099754
12. InItemRepairdata,enterEstCost0
13.ClickNext2times
14.ClickBack2times15.ClickNext16.EnterShipViaFedex
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KeyPoints Repairwillhaveonlyonelineitem Replacegeneratesasecondlineitemforthereplacement Billableornonbillable Depotorderreceipt/shipactasmemoitems Materialordergeneratedtopullreplacementproductfrominventory Shipmentandinvoiceprocessedlikeanyotherorder
o UseSalesOrderShipmenttoshipreplacementitem
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DepotOrderCollectionIfyouareworkingintheRepairDepot,hereswhatyouwillsee. Youwilllikelyspendmostofyourday
workinginthisscreentheDepotOrderCollection.Likeothercollections,thisisagroupofrelated
browses,reportsandfunctionsthatworktogethertocompleteaspecifictaskorprocess.
Fortherepairdepot,thismeansalistofallthedepotordersalongwithinformationaboutpartsand
materials.You
can
see
the
material
orders,
if
any,
created
for
the
depot
order.
These
are
generated
automaticallywheneverthereisaReplacementitemtobeshipped,andmayincludeorderlinesfor
partsthatmaybeneededforthisrepair.
Righthere,notonlycanyouseethecompletepartslistandmaterialordersforthedepotrepairorder;
youcanalsomodifythepartslist;andreportpartsandlaborusedintherepairprocess.
Thisrolebasedapproachsimplifiesyourjobbyputtingeverythingyouneedinoneplace,makingyou
moreefficientandeliminatingerrors.
Youcansimplyandeasilytracktherepairprocess,allthewayfromtheinitialcustomercalltothefinal
dispositionof
the
product.
When
done,
you
will
receive
the
repaired
item
into
arotable
(or
refurbished)
location.
Demo1. InFavorites,selectDepotOrderCollection2. Clickeachtab
KeyPoints LookatDepotOrdersfromperspectiveofrepairdepotmanager=Rolebasedapproach DepotOrderCollectionincludesPartsLists,MaterialOrders
o Everythinginoneplace;Increasedproductivityandlevelofservice Partslist
o SetupStandardBOMsforRepairso Addadditionalitems,optionallywithamaterialorder
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MaterialOrderReplacementpartsarepulledfrominventoryusingastandardmaterialorder.Thisensuresthatall
inventoriesarecarefullytrackedandmanaged;maintaininguptodateinventorybalancesandcreating
allappropriatecosttransfers.
Demo1. ClickMaterialOrderBrowsetab
2. RightclickSalesOrderM101000,selectMaterialOrderShipments
3. RightclickMaterialOrderShipmentstab,selectDetach4. ClickNext5. EnterFromSite10100,ToSite10100,ToLocation160
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6. ClickYes7. EnterLn1,Quantity1
8. ClickBack9. ClickYes
10.ClickNext11.ClickYes
12.ClickNext
13.ClickNext
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KeyPoints Materialordersgeneratedautomaticallyforreplacementitem MOshipmentrelievesinventory ToLocationdefaultstoengineerlocation Transactionscreated:
o ISSTRtotransferitemoutofinventoryo RCTTRtransfersitemtothedesignedlocationo ISSWOissuestheitemtotheCall;recordingthecostofthereplacementitem
Shipmentofdepotorderitemistreatedasamemo
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DepotOrderShipmentShipmentstothecustomeraredoneusingthestandardpickingandshippingfunctionsgeneratinga
picklistandanyotherrequireddocuments,aswellascreatingappropriateinvoicesforfreightorother
servicecharges.Theshippingfunctionwillalsoupdatethecustomersinstalledbase.
Letsskipthepicklistandquicklyprocesstheshipment.
Demo14.ClickProcessestab15. InManageCalls(DepotRepair)clickShipReplacement(orselect7.9.15)16.EnterDepotOrderID,Site10100
17.ClickNext2times
18.EnterLn2,Quantity1
19.ClickNext2times20.ClickBack21.ClickYes
22.ClickBack
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23.EnterFreight15
24.ClickNext
25.ClickDepotOrderCollectiontab26.ClickDepotInventoryTrackingtab
KeyPoints Shipmenttreatedasamemoitemactivity Transactioncreated:ISSSO(typeMemo) Optionallygenerateaninvoiceforfreight
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7. ClickYes8. EnterNumber1,Duration1
9. ClickBack10.ClickYes
11.ClickNext2times
12.ClickDepotOrderCollectiontab13.ClickSearch14.ClickCallLaborRecordingtab
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15.RightclickCall,selectDepotOrderMaintenance(11.1.2.1)
16. InDepotOrderMaintenancetab,clickDetach
17.ClickNext3times
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18. InLn1,enterStatus50(closed)
19.ClickNext
20.ClickBack2times
21.ClickNext2times22.ClickDepotOrderCollectiontab23.HighlightCallLine1,selectDepotItemRestock(or11.1.2.4)
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24.ClickDetach
25.ClickNext2times26.EnterItem01020,Quantity1,Site10100,Location180,Lot/Serial01020011110
27.ClickNext2times28.ClickYes
KeyPoints Trackpartsandlabor;FaultCodesforanalysis Restockrepaireditem Transactioncreated:RCTRSreceipt,returntostock
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InvoiceFinally,youwouldneedtogenerateaninvoice.Asnotedearlier,allcallactivityandrepairsareinvoiced
usingstandardSalesOrderInvoicingfunctions. Thatmeansyourservicefolksdonthavetoworryabout
financethatallgetsprocessedcorrectlyinthebackground!
However,therecanbesomeinterestingtwistswheninvoicingforservice.Forexample,inDepotRepair,
whathappens
if
you
sent
out
areplacement
but
never
got
the
item
back
from
the
customer?
The
replacementwaslikelysentoutatnocharge,nowyoullwanttosendthemabill.
Theotherthingthatcanhappenisthecasewheretheinitialcallassumesthattheworkistobecovered
underwarranty.Butitturnsoutduringinspectiontheengineerseestheitemhasbeenmisusedandthat
warrantyisvoid.Ortheopposite,theservicewasassumedtobebillablebutitturnsouttheitemwas
defectiveandtheserviceshouldbeunderwarranty.
WithSSM,youcanchangetheServiceTypeandotherinvoicinginformationbeforetheinvoiceis
processedeasilymanagingthesetypesofsituationsastheyarise.
DepotRepair
functionality
streamlines
and
controls
the
repair
process;
tracking
inventory
and
costs,
and
ensuringcorrectinvoicing;whilesimplifyingdaytodayactivitiesforyourteamandmakingthemmore
efficient.
Demo1. ClickDepotOrderMaintenancetab(orselect11.1.2.1)2. EnterDepotOrderID
3. Onheader,enterStatus50(closed)4. CheckReadytoInvoice
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5. ClickNext2times
6. ClickYes7. ClickBack
8. ClickNext2times
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9. ClickNext10.SelectInvoicePostandPrint11.EnterSalesOrder,To12.CheckPrintInvoice
13.ClickNext14.CheckPrintLot/SerialNumbersShipped
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15.ClickNext16.EnterOutputprinter
17.ClickInvoicePostandPrinttab
18.ClickNext
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19.Pagedown
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20.ClickCustomerCollectiontab(orselectCustomerSupportCenter)21.ClickSearch22.HighlightCustomer10C1001A23.ClickInstalledBasetab
Note:lot/serial 01020011110isnolongerintheinstalledbase
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KeyPoints DepotOrders(andallCallActivity)billedusingsameprocesses Flexibletomakechangesbeforebilling
o Example: Customerdidntreturndefectiveproduct;needtobillthemforreplacement Initiallythoughtservicewasunderwarranty,butmisusemeantwarrantywasvoid Thoughtservicewasbillable,butproductfoundtobedefective
AlsoavailableinCallInvoiceRecording InstalledBaseinformationmaintainedbyenduser IncludesLot/SerialandWarranty Simplifiesdaytodayoperationsbyusingstandardprocesses;ensurescorrectinvoicing
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ClosingInclosing,withQADServiceSupportManagement(SSM)youwilltransformserviceoperationsintoa
competitiveadvantageincreasingcustomerservice,reducingoperationalcostsandincreasingservice
revenuesthroughmoreefficientmanagementofcustomerreturnsandrepairs,fewererrors, and
moretimely,accurateinvoicing.
Withthese
processes
automated,
you
can
focus
on
your
business,
not
your
software!
6
Closing
Deliver outstanding customer service
Reduce operational costs
Improve service revenues
Increase profit
Focus on your business, not your software!
KeyPoints Transformserviceoperationsintoacompetitiveadvantage Increasedcustomerservice Reducedcosts
o MoreefficientCustomerSupportCenter/DepotRepairCollectiono Streamlineprocesses,fewererrors
Increaserevenue