QAD SUPPORT TOOLS & EDUCATION

1. QAD SUPPORT TOOLS & EDUCATION Midwest User Group Ken Weeks March 24, 2009

2. Agenda • Format & Support Overview • Empowerment through Knowledge Sharing • Engaging Support for Expert Assistance • What’s Next? • Discussion & Feedback • Summary

3. Listening for your ideas, suggestions, needs QAD Support & Education

4. Challenges & Opportunities QAD Support

5. Current Challenges • Staying current • Adding new functionality • Improving skills and knowledge • Planning for an upgrade • Handling multiple sites, globalization • Integrating with other systems • Keeping systems up and stable • Being responsive to your end users • Staying compliant • Making the most of your application investment

6. And the implementation continues… Add CRM application Launch new product line Value of IT Customer Services Upgrade infrastructure Integrate new acquisition Integrate legacy apps Add new module Initial implementation Time

7. How can QAD Support help you with these challenges? QAD Support

8. QAD Support Proven Track Record • Deep industry experience and superior knowledge of QAD products and solutions • 160 experts • Averaging more than 7 years of QAD solution experience • 94% customer retention rate • Multi-lingual support • 93% customer satisfaction rating Largest Support Provider • Largest support provider for QAD • 20 call centers around the globe • 24x7 coverage • 29000 calls annually • Direct line into QAD R & D organization Industry Recognized • Industry-recognized certification for quality standards and processes • ISO 9001:2000 certification • Knowledge-Centered Support™ Pioneer (since 1997)

9. QAD Americas BRAZILSao Paulo MEXICOMexico City UNITED STATESCaliforniaGeorgia Illinois New Jersey QAD Support 20 QAD Support Centers – Local Presence, Global Reach QAD EMEA BELGIUMAntwerp ITALYMilan NETHERLANDSSchiphol-Rijk POLANDWroclaw QAD Asia/Pacific AUSTRALIASydney CHINAShanghai HONG KONG Hong Kong JAPANTokyo INDIAMumbai THAILANDBangkok SOUTH AFRICADurban SPAINBarcelona UNITED KINGDOMDudley IRELANDLimerick

10. Empowerment through Knowledge Sharing QAD Online Support center

11. STEP 1 – ACCESS • QAD Web Account • Service Activation & Access Unlimited Web Accounts Single Portal 24x7x365 Availability Customer Driven Design

12. STEP 2 – NAVIGATION 1 Step Knowledge Search Direct Incident Management Categorized Segments Customer Driven Design

13. STEP 3 – EMPOWERMENT • Self Service Access • Support Knowledgebase • Product Documentation • Self-Study Training • Full Training Guides • Hands-On Lab Environments • Multimedia CBTs • ECO Info & Downloadable Details • Technical & Reference Info New Knowledge Added Daily Information for Various Skill Levels 24x7x365 Availability Customer Driven Design

14. Improve Your Company’s Performance Through QAD Education Courses • Classroom Training – Attend instructor-led courses that offer focused attention, hands-on exercises and knowledge transfer from subject matter experts • Customized training solutions - Classes are taught at your location and at your convenience. • QAD Certification Program – Be recognized for your knowledge and mastery of QAD product functionality

15. QAD Offering Free Online Training: • Online Courses – QAD Customer Learning Portal offers more than 35 online courses about QAD products available at no charge for customers who are active on QAD Support • Training Guides Now In the Customer Learning Portal – Download the full classroom guide to empower your training initiatives. • Special Bonus! Through April 30, 2009 all QAD Support customers are provided access to our enhanced on-line virtual training environment for hands-on experience with QAD Enterprise Applications, free of charge. Assisted Help provided live in the Hand-On Lab

16. Hands-On Lab Environment…

17. Save Your Progress, Come Back Later

18. Help & Live Chat Assistance in the Lab

19. Let’s Go Online…

20. Engaging Support for Expert Assistance QAD Online Support center

21. STEP 4 – ENGAGEMENT • QAD Community • Customer Support • Incident Entry • Live Chat • Self-Study Assistance (NEW!) • Real-Time Incident Visibility • Remote Diagnostic Connectivity • Telephone & Emergency Help • 24x7 Emergency Support (Telephone Only) Multi-Site Connectivity Incident Management Control 24x7x365 Availability Customer Driven Design

22. What’s Coming Next? QAD Online Support center

23. Product Change Information • New Product Change Management System • Replaces legacy “ECO Info System” • All QAD Maintained Products • Not just Core QAD EA (MFG/PRO) • Defining & Gathering Requirements • Sort & Search • By Product, Version, Release, Build, Function • Classification by Type of Change • Details For Analysis • Issue Description, Analysis Details, Steps to Duplicate • Technical Details / Program List

24. Contribute to the Knowledgebase • Access to the Toolset Support Consultants use • Pilot Program for True Power-Users • Training Required • Adhere to Content Standards • Same Content Visibility, but with More Search & Query Capabilities • If Interested – Please See Me During a Break

25. Wiki-Enabled Product Documentation

26. Customer Support Customer Success Organization Customer Success Representative Frequent contact for marketing events Market/Follow-up on Customer Satisfaction Survey Coordination of analysis of support incidents and scheduling of experts Maintenance Renewal Customer Support Consultant Proactively investigate support incidents and trends Perform discoveries of how customers are using software Coordination of support calls Collaboration within QAD Standardize processes of calls and tools Customer Activity Portal for details of customer QForce documentation

27. Discussion & Feedback QAD Support & Education

28. SUMMARY • QAD SUPPORT • KNOWLEDGE EMPOWERMENT • ENGAGE FOR ASSISTANCE • NEXT STEPS

29. Contacts QAD Customer Support

30. QAD Customer Support Contact Profile

31. Thank You!

32. QAD SUPPORT TOOLS & EDUCATION Midwest User Group Ken Weeks March 24, 2009