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Epicor Software – Redefining the Fundamentals of Customer Service Ian Ashby Senior Vice President, Global Support Epicor Software Corp

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Epicor Software – Redefining the Fundamentals of Customer Service Ian Ashby Senior Vice President, Global Support Epicor Software Corp Epicor Software – Redefining the Fundamentals of Customer Service Ian Ashby Senior Vice President, Global Support Epicor Software Corp. Agenda • Epicor Overview/Introduction • Context • The Case for Change: EpicCare • Critical Choices and Decisions • Implementation Waves and Timelines • System and Process Specifics • Business Results • What’s Next ? Epicor At a Glance ~20,000 3,800 150 70+ ~$1 billion customers employees countries products revenue Complete Value Chain Solutions – B2B & B2C The 6th Largest ERP Software Provider Globally © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 3 Our Customers Industry Recognized Solutions © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 4 Epicor’s Laser-Focused Industry Approach Professional Services Telecommunications Banking Insurance Healthcare Government Oil & Gas Real Estate Manufacturing Distribution Retail Education / Research Utilities Media © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 5 Industry Focus Example: US Distribution 60% of Industrial Distribution’s Big 50 56% of Electrical Wholesaling’s Top 200 49% of Supply House Times’ Premier 150 39% of The Wholesaler’s Top 100 …. using Epicor ERP software solutions © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 6 Why Epicor ? Flexibility informed by Continuous best practices innovation Flexible solutions backed by Visionary solutions delivered a team that knows industry to provide business benefit best practices Deep industry knowledge and Customer-obsessed vertical expertise service and support Solutions and services Customer-first philosophy designed by a team with across the business – from deep knowledge of your solution delivery through industry implementation and support © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 7 Epicor Support Overview Support for Epicor SW, technology, and third-party SW products • Support & maintenance fees are approximately 50% of company revenues 16 main support centers • From New Zealand to Europe to the Americas…. • Newest support center in Bangalore, India (the ITC) Providing support in 21 languages Handling c. 500,000 support contacts p.a. Phone, portal and e-mail Supporting Customers and Partners © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 8 Epicor’s Evolution 2017 1972 ● Multiple acquisitions, mergers and shareholder changes over 40+ years ● Complexity and Systems proliferation, especially in support operations © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 9 The Challenge ! 15+ Support Systems … … and 50+ Customer Portals! © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 10 The Case for Change: EpicCare © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 11 Epicor’s Decision Process Drivers to Undertake Transformation Critical Decision: CRM vs. CSM Vendor Selection Implementer Selection © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 12 Support Transformation – Driven From Customer Feedback Service Experience Initial Response Time Price/Value & Policies Knowledge level Timeliness of communication and follow up Communication method (email/phone behaviour) Offshore Resolution time Bug fix turnaround time Employees Documentation Online Experience Value for experienced users Consistency Relevance of solution Drivers for The EpicCare Program ↑ Customer Reduced Streamlined Improved Service Enhanced Satisfaction Service Costs Workflow Levels Quality & Growth ► Ability to Anticipate ► Complete Charge ► Improved Processes ► Vastly improved ► Modularity for Customer Service Capture of Service & Technologies analytics and service Supporting Growth Requirements Delivery ► Automating Manual controls ► Improve Quality and ► Improved ► Improved Technician Processes Where ► Standardized Reduced Costs Responsiveness to Productivity Appropriate Operating Model ► Maximized Cross- Customer Calls & ► Reduced Time in the ► Separation of Case ► Ability to Deliver selling and Up-selling Service Delivery “Service-to-Cash” and Service Request Consistent Service opportunities ► Making it Easier to Do Cycle (pre-defined (Globally) ► Ability to leverage Business workflows) services as a ► Improved NPS Competitive Advantage © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 14 Customer CRM Our Critical Choice Service Management Customer relationship management (CRM) is a ITIL is the process of aligning enterprise IT system for managing a company's interactions services with business and a primary focus with current and future customers. on the delivery of best services to end user It often involves using technology to organize, (customer) automate and synchronize sales, marketing, ITIL focuses on delivering services such that customer service, and technical support. that the end-user experiences the most Today's CRM software is highly scalable and desired result customizable, allowing businesses to gain Focus is on standardizing actionable customer insights with a back- Measures the operational efficiency in end analytical engine, view business meeting service level expectations opportunities with predictive analytics, ITIL is a comprehensive suite of best streamline operations and personalize practices customer service based on the customer's known history and prior interactions. … BUT with an External Focus!! © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 15 Epicor’s Decisions Drivers to Undertake Transformation Improve Customer Satisfaction Critical Decision: CRM vs. CSM CSM: Customer Service Management Vendor Selection Implementer Selection © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 16 A Few Words About A fast-growing, global company Gartner Magic Quadrant for ITSM Tools • Revenues of c.US$1.4bn p.a. • 4,800 employees 100% cloud-based solution delivery Leader in ITSM solutions for internal IT Emerging leadership in CSM © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 17 Our Approach To partner with ServiceNOW to deliver the EpicCare platform Initial focus on system implementation and the global roll-out • With the minimum of true ‘customizations’ Then move into a ‘Continuous Improvement’ phase • Delivering service improvements to Customers & Partners • Improving the user experience and efficiency for our Support Analysts © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 18 How We Have Positioned EpicCare Transformational project focused on improving the overall customer experience Major investment, driven from customer feedback Combination of systems and processes • A single support system across all products, for all customers & partners, all geographies, based upon the ServiceNOW CSM platform • Consistent support processes, leveraging best-in-class ITIL/ITSM practices, driven by Command Center team Move to Knowledge-Centric Support (KCS) Continuous improvement focus A ‘proper’ Change Management program – internal and external © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 19 EpicCare Implementation Timeline Implementation Partner Selected & Base Implementation Goals & Requirements Defined Project Planned Complete 7 Go-Live ‘Waves’ October 2014 July 2015 March 2016 2014 Jul Oct 2015 Apr Jul Oct 2016 Apr Jul Oct 2017 2017 March 2015 Sep 2015 Nov 2015 March 2017 Platform Selected Contract Process & System Phased Rollouts Signature Design Complete Complete Req’ts 17.8 wks Jul.2014 - Oct.2014 Discovery Platform Selection 21.4 wks Nov.2014 - Mar.2015 Implementation Partner 17.6 wks Apr.2015 - Jul.2015 Selection Implementation Planning 17.2 wks Aug.2015 - Nov.2015 Platform Implementation 43.8 wks Dec.2015 - Sep.2016 Apr.2016 - Rollout to Customers 50.4 wks Mar.2017 Design start to first wave go-live 28.2 wks Oct.2015 - Apr.2016 © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 20 EpicCare Rollout – What We Achieved Wave Primary Products Go-Live Date EpicCare Rollout Wave 1 Eclipse April 2016 now complete: Seven Waves replacing Wave 2 Distribution June 2016 15+ existing support systems Wave 3 Prophet 21, Eagle August 2016 All products, all customers, globally, now live Wave 4 Auto, iSolutions, Enterprise November 2016 Wave 5 Epicor ERP December 2016 We achieved our Wave 6 iScala, BisTrack US January 2017 stretch target ! Wave 7 Tropos, BisTrack UK, CMS March 2017 © 2015 Epicor Software Corporation © 2016 Epicor Software Corporation 21 EpicCare Major Changes Customer Business Data Case Handling Workflows Other Capabilities Management ► Entitlement: ► Customer Data ► Customer Need: ► Service Catalog ► Common Faster, Integrated with Case, Problem for commonly Reporting and Embedded Epicor Business (Defect), Service requested Metrics to drive Customer Systems Request services CSIP Attributes ► Support ► Knowledge ► Email Hub ► Single, Global (Icons), Caller ID Managed Data usage embedded Receiving, System driving ► Dashboards: maintained in in Case, Sending, Service Account EpicCare: breadcrumbs Notifications consistency Summary, Contacts, ► Process ► Appointment ► Single Sign-on Queues, Metrics Entitlements, Integrated with scheduling for Agents Non-support ► Time ► Collaboration ► Designed to Asset Details, … Stakeholders Management: capabilities Measure: SLAs, ► Customer SLTs, KPIs Configuration ► Positive Call Tracking, Billing, including chat, Closure Normalization concurrent Management ► Survey Mgmt updates ► Enhanced
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