Customer Relationship Management

Customer relationship management (CRM) strategies are as important to business today as they have ever been. We've designed our CRM solutions to help you stay ahead of the curve and successfully meet the challenges that the market brings helping you manage your entire customer lifecycle, from prospect to cash to care effectively, improve operational efficiency and accelerate growth both internally and externally. Epicor CRM provides a 360 degree view of the entire customer, supplier or partner relationship regardless of position in the customer lifecycle. Epicor CRM solutions broaden the scope of customer information to everyone within the organization and to stakeholders beyond, through contextual delivery of essential customer data to information workers, wherever it's needed. Providing Solutions to Meet Your Business Goals

Reach new customers while retaining existing customer communities. Enhance internal efficiencies. Drive new product introduction. Automate marketing activities. Improve execution of customer service.

With award-winning integrated applications, covering marketing automation (MA),sales force automation (SFA), case management, and customer and partner self-service, Epicor CRM provides the functionality you need to ensure an all around world-class customer experience.

SERVICE MANAGEMENT
With continued downward pressure on margins in the distribution and manufacturing sectors, many companies focus on improved customer service as a way of retaining customers as well as increasing revenue. Taking full advantage of the product and customer life cycles is now more important than ever before, although many businesses are missing out on revenue opportunities unable to keep up with the demand for service or unable to identify most valuable customers and their needs. Service management solutions help you coordinate all your service center processes to secure the best usage of resource and material, at the right time, for the lowest possible cost, with the greatest return, all leading to improved customer satisfaction.

Whether you do field service or run an in-house service centre, improved service management will help you control your contractual obligations, service level agreements and outstanding warranties and benefit your organization in many ways.

Providing Solutions to Meet Your Business Goals

Epicor service management software supports lean service organization requirements with comprehensive escalation management that enables you to manage customer service level agreements with full visibility of risks and potential compliance problems. Preventive maintenance scheduling, coupled with serial number and contract management enables efficient planning of visits and resources leading increased customer satisfaction and reduced costs. Comprehensive mobility options enable engineers on the road to maintain contact with the service centre for efficient allocation of work, immediate update of completed work and fast invoice turnaround.

Planning and Scheduling

Whether your business focus is providing services, manufacturing products, distribution, or a combination of all of these, you have a fundamental need for precise and flexible resourcing, planning and scheduling. Epicor uniquely understands the complex planning and scheduling needs of global enterprise businesses as well as single and multiple site businesses and offers solutions to bring greater operational visibility and control to these customers. Providing Solutions to Meet Your Business Goals

Forecasting and master production scheduling (MPS) provide day-to-day control as well as long range planning for improved lead times and better decision making. Manage supply and demand in real time with material requirements planning (MRP) capabilities that synch demand requirements coming from customer orders and forecasts to what's happening on the plant floor, in the warehouse, or in the field. Robust scheduling and advanced planning and scheduling (APS) with visual tools focused on resource optimization, capability based scheduling, material and outside resource availability, and change management. Project Management that utilizes detailed estimation, planning, scheduling, costing, and supply chain logistics for complete control and analysis (including cross analysis) of any project.

Multi-site management to handle any combination of multiple offices, plants and warehouse (sites) or companies.

Epicor planning and scheduling solutions offer a complete set of tools to maximize utilization of resources for optimum performance and profitability.

Production Management
Epicor manufacturing solutions offer easy-to-use production management capabilities designed to meet the needs of progressive make-to-order and mixedmode manufacturing companies. Epicor understands that many manufacturers are complex businesses that defy categorization, often making complex products along side more straightforward repetitive ones. They require exceptionally flexible and versatile software in order to accommodate combinations of make to order (MTO), configure to order (CTO), engineer to order (ETO), and make to stock (MTS). Providing Solutions to Meet Your Business Goals So, whether you're a MTO, CTO, ETO or simply a MTS business, our manufacturing solutions are complimented with a full range of supply chain management, supply chain execution and distribution capabilities, all delivered within a single business platform. As one would expect, Epicor manufacturing solutions include advanced quality management, product life cycle management (PLM) and master data management (MDM) to answer all your production management needs. Built using a true service-oriented architecture (SOA), Epicor manufacturing solutions enable continuous performance initiatives, real-time connectivity and intuitive business intelligence, from the shop floor all the way through to your supplychain partners providing greater business agility in pursuit of perfect customer service. Scalable, flexible, configurable - trust your production maangement to Epicor for a modern approach to manufacturing excellence.

Supply Chain Management

The primary purpose for the existence of any supply chain is to satisfy customer needs and business profits. Supply chain activities begin with a customer order and end when a satisfied customer pays for their purchase. This is often referred to as perfect order fulfillment, from quote-to-cash. Everything that happens in between should be driven by the single goal of adding value to the inputs and making it closer to whatever the end customer requires.

But not all supply chains add value. Companies that invest in supply chain management (SCM) tools to identify such activities can work on reducing and eliminating these non-added value activities, becoming what is referred to as lean businesses. Such companies can deliver products and services to market faster, cheaper and with better quality, gaining a compelling advantage over less efficient competitors. Providing Solutions to Meet Your Business Goals Epicor offers an extensive range of SCM software as part of our end-to-end ERP solutions. Based on an industry leading service oriented architecture (SOA), Epicor SCM is complemented by an array of enterprise capabilities, including customer relationship management (CRM), supplier relationship management (SRM), and supply chain execution (SCE). For distributors that produce or assemble their items, Epicor SCM goes beyond traditional kitting functionality by offering comprehensive production management. Epicor solutions are designed to simultaneously handle make-to-order, make-tostock and engineer-to-order processing, giving you the flexibility to review and update plans as demand changes. Whether you need to track a few transactions using barcodes and RFID tags or need to manage a set of warehouses globally, Epicor SCM can help you achieve your goals, including automated route scheduling systems that integrate GPS, digital mapping data, mileage, and driving directions to support a customer's distribution needs worldwide.

Financial management
Businesses ultimately succeed or fail based on their ability to create and manage a profitable business. The combination of a competitive, global environment and mandatory regulatory compliance means that successfully managing your finances is one of the biggest challenges and opportunities you can face. Our goal is to help every business achieve sound financial management, from general ledger journals to sophisticated fiscal reporting, monitoring and enterprise performance management wherever you do business. Providing Solutions to Meet Your Business Goals Epicor financial management solutions are designed to automate and streamline your financial processes with tools and controls to support complex legislative requirements and create value through timely financial monitoring including:

Accounts receivable, lockbox, credit and collections management. Accounts payable, electronic funds transfer, automated order matching. General ledger, allocations, consolidations and eliminations. Cash management, bank reconciliation and statement interfaces. Payroll, fixed asset, and tax management.

Budgeting, forecasting and planning.

Improved Financial Transparency and Accountability Regulatory bodies and audit firms advocate the need for improved financial governance, yet many businesses still deal with disparate financial data sources. While departmental spreadsheets and legacy systems may provide adequate financial accounting today, as the need for centralized financial information and financial visibility increases, they quickly lose viability. Epicor financial management software supports the need for financial visibility regardless of company size. Multi-Company, Multicurrency, Multinational Over time, successful companies grow. Whether through acquisition or organic growth, more and more companies are wrestling with the complexities of managing multiple business entities. Epicor understands that managing disparate, often global business units offers unique challenges and opportunities with respect to tighter control, reduced operational cost, multinational settlement, and financial consolidation for enterprise wide visibility. To support these needs Epicor financial management offers robust multi-company, multi-plant or multi-warehouse operations, as well as inter-company transaction processing, and meets the needs of strong financial management on a global basis.

Enterprise Performance Management

Continuous performance is not just about measuring and monitoring; it's about anticipation and action. It's not sufficient to drive your business forward while looking in the rear view mirror. Adept performance management requires the establishment of financial and operational targets and the ability to deliver performance results in a timely manner to everyone in the organization that can impact those results. Epicor Enterprise Performance Management (EPM) solutions help you establish a culture of high performance where all stakeholders are keenly aware of what's important to the company, how the company is tracking, and where their work fits in. Providing Solutions to Meet Your Business Goals Epicor EPM provides a complete set of tools and applications that let you plan, execute, and analyze at both strategic and tactical levels aligning business activities with business goals. Effective business intelligence (BI) is an important component of any EPM strategy and is an integral component of Epicor solutions, enabling more effective decision making throughout your business. Epicor EPM offers budgeting, planning and forecasting; advanced analytic applications, like business scorecards; data warehousing; business activity queries

(BAQ) and comprehensive reports that are fully connected to Epicor business applications. Our deep experience of major industry segments allows us to provide industryspecific and role-specific key performance indicators (KPIs) out of the box. That means you can get up and running quickly with performance management applications that suit your business. From the executive suite to line managers to knowledge workers, every employee has a contribution to make to your company's performance. Epicor EPM helps them know what's working and what's not so they can take appropriate action in support of your continuous performance initiatives and strategic business goals.

Governance, Risk and Compliance

The current business environment is at once increasingly complex and increasingly regulated, challenging even the largest businesses to remain competitive in todays fluid, global markets. Navigating through myriad legal, regulatory and supply chain mandates has never been tougher. Forward looking businesses are embracing these challenges as opportunities to succeed, through the implementation of governance risk and compliance (GRC) strategies. These strategies, help control risk, effectively handle regulatory compliance and ultimately drive business performance. Compliance is at the heart of the design of Epicor GRC solutions and Epicor makes every effort to ensure that any new functionality is consistent with published international standards and best practices. These include published standards in corporate and financial governance such as international accounting standards (IAS), international financial reporting standards (IFRS), and other generally accepted accounting principles (GAAP) while also incorporating support for international trade standards such as restriction of the use of certain hazardous substances in electrical and electronic equipment (RoHS), Waste Electrical and Electronic Equipment (WEEE) directive, and the North American Free Trade Agreement (NAFTA). Ultimately, compliance with the far reaching government mandates like the Sarbanes-Oxley Act (SOX) and other evolving and emerging regulatory standards is based on the implementation and documentation of internal controls, procedures and processes. Epicor is committed to working with customers to leverage our software and services to meet their specific compliance, regulatory and governance objectives. As the world begins to seriously consider energy availability and the long-term effects of climate change, businesses too are turning their attention to an area of opportunity they can affect reduction of carbon emissions and energy conservation in their supply chains. Despite the fact that government incentives in this area are still in their infancy, many businesses are finding that green initiatives go beyond simple good-citizenship to real business opportunities and bottom line savings, contributing financial value to the organization.

Providing Solutions to Meet Your Business Goals

Built-in application-level risk mitigation tools and business process management (BPM)providing audit trails and secure workflow automation, the key elements of data integrity and security to help enforce controls and enhance policies. Greater business insight through enterprise performance management (EPM) supporting overall risk management objectives by keeping users abreast of changes in the business. Comprehensive design to retire product lifecycle management (PLM), and sophisticated document management, for organizations that need excellent audit tracking and control of documentation across the enterprise, including support for RoHS. Advanced quality management (AQM) to provide audit trail visibility of inventory transactions occurring in inspection and during discrepant material report (DMR) processing, and to manage compliance documentation such as Certificates of Analysis (COA), Certificates of Quality (COQ), or Certificates of Compliance. Advanced user, role and group security to establish segregation of duties and restrict data and application accessibility as needed with security against all objects including forms, fields, reports, menus, and method calls. Lean supply chain management (SCM) and global trade compliance including definition of global trade standards for items and bar codes, such as UPC UCC-12, EAN UCC-13, EAN UCC-8, and GTIN-14. Encompassing financial management including financial controls, transparent and proactive reporting, and audit and security management. Supplier Relationship Management (SRM) including strategic sourcing.

GRC is an ongoing process that will require companies to utilize internal resources alongside external experts to ensure that they meet regulatory demands. Epicor GRC solutions offer greater business predictability, help manage business risk, and drive stakeholder confidence.

Epicor ICE Business Architecture

Nothing stays still for long in our global economy. Business today is fast-paced, highly competitive, and more demanding than ever before. In order to remain competitive, enterprises must be prepared to adapt business processes quickly to reflect ever-changing market trends and demands. The business technologies of tomorrow must be intuitive, compliant and super productive. In response to this demand, Epicor has created a new concept in software: an agile, next-generation business architecture. Epicor recognized that business software requirements were changing as early as 2002 when we introduced our first business software built from the ground up using 100% service-oriented architecture (SOA) and based on Microsoft .NET technologies.

Our years of experience with SOA and our many successful SOA offerings have resulted in a process that allows us to separate technology framework from business application in order to promote lean and efficient software development that in turn provides the agility, scalability, and extensibility needed by our customers. We call this business architecture Epicor Internet Component Environment (ICE). We also recognized that SOA alone was not enough to allow us to offer the type of business software that would help our customers achieve their goals and stay ahead of the competition. Epicor ICE redefines business architecture by exploiting both the social and technical aspects of Web 2.0 technologies and fusing them with modern SOA to deliver a solution that is at once designed for people, built for business, yet ready for change. Epicor True SOA A service-oriented approach ensures an abstraction of complexities in terms of how business systems are built and operated. In an SOA, business logic, that represents software processes is broken down into a series of loosely coupled granular business services which are then made available and discoverable on a network via Web services. Each service provides functionality that can be adapted to the needs of the enterprise while hiding the underlying implementation details. By exposing business processes, SOA provides the ability to streamline those same processes, which in turn promotes agile change management. In a SOA, because business processes are broken down into smaller functions that can be easily accessed and manipulated, it becomes that much easier to have your business system represent your business rules. Epicor True SOA goes a step further, by considering all business logic, including the client, as "business services". It is because of Epicor True SOA that all Epicor next-generation enterprise applications can be manipulated using Epicor business process management (BPM) and Epicor Service Connect. However, Epicor True SOA also features the Epicor Everywhere Framework, a unique technology that stores all client business logic as XML metadata. This permits Epicor applications to run as smart clients or web clients or on mobile devices, all from the same source code. Epicor ICE together with Epicor productivity tools like Epicor Portal, Epicor Service Connect, and Epicor Information Worker, and Epicor next-generation enterprise applications provide a truly collaborative and dynamic business experience, offering new levels of flexibility, usability and scalability. Epicor ICE helps businesses reduce costs, increase hardware utilization, and optimize infrastructure and server availability. With the advent of Epicor ICE, todays businesses now have a highly sophisticated standards-based platform for low-cost integration and high-end performance that offers unprecedented user productivity and a rapid return on investment (ROI).

Epicor ICE: The foundation for the next- generation of enterprise application:

Close Business/IT Alignment Agile, Reliable Technology Straightforward Integration Exceptional Flexibility Rich User Experiences Vast Scalability Blistering Performance Ubiquitous Access and Availability Strictly Enforced Security Highly Collaborative

Global Business Management

Whether through organic growth, acquisition or a combination of the two, more and more companies are wrestling with the complexities of managing multiple business entities. They must weigh the costs and benefits of centralizing or distributing operational control, increasing enterprise-wide visibility, strengthening intercompany supply chain management, and consolidating financial management. No matter how distributed your organization becomes, Epicor Global Business Management is flexible and robust enough to grow with you. Providing Solutions to Meet Your Business Goals Epicor Global Business Management offers the ability to manage a highly distributed enterprise as one regardless of information technology deployment choices, including:

Epicor Multicompany Management ensures that all your businesses entities and operations can be handled appropriately and securely, and consolidated as required. Support for intercompany trading, centralized purchasing and companywide forecasting and credit checking deliver a truly virtualized enterprise. Epicor Multicompany Deployment allows you to deploy your solution on a single server/single database, or on multiple databases and multiple servers around the world as necessary, yet entirely seamlessly. Epicor Multisite Management provides support for centralized accounting and purchasing, while allowing separation of production and distribution facilities. Epicor Multilingual Management facilitates your companys growth, supporting country-specific language needs, including multiple languages against a single instance and full Unicode and double byte support. Epicor Master Data Management (MDM) can help ensure that your multicompany and multisite data meets regulatory requirements and also provides the consistency needed for real-time distributed operations, leading to greater customer satisfaction, operational efficiency, and business performance.

However you choose to define your business, Epicor supports master data and transactional functions between systems and entities including customers, suppliers, parts, intercompany orders, transfer orders, and shipments between plants and warehouses. Epicor facilitates these scenarios within a single application that is flexible enough to grow with you as you expand your business. Epicor Global Business Management offers organizations the essential tools needed to create and maintain a single version of the truth.