Presenters: Mike Whitter: Monaco Coach Corporation John Lynch: Systems Management, Inc.

1. Implementing Service Management at Monaco Coach Corporation Presenters: Mike Whitter: Monaco Coach Corporation John Lynch: Systems Management, Inc.

2. Agenda • Monaco Coach Corporation • Project Directives • Implementation Strategy • Service Applications • Derived Benefits

3. Monaco Coach Corporation • Formed in 1968 as Caribou Coach Corp • Evolved into Monaco Coach in 1987 • Acquisition of Rambler Recreation 1989 • Acquisition of Beaver and Safari in 2001 • Headquartered in Coburg, Oregon

4. Monaco Coach Corporation • Production facilities in: • Coburg, Oregon • Elkhart, Indiana • Wakarusa, Indiana • Largest manufacturer of class A motorhomes • Traded on the NYSE under the symbol MNC

5. Monaco Coach Corporation

6. Project Directives • Stop using a heavily customized ERP system • Resolve specific issues with: • Warranty tracking – root cause of repair • Vendor returns – process on ERP system • Service accountability – better tracking of internal costs • Inventory management – perpetual inventory

7. Implementation Strategy • Phased approach • Phase 1: data cleansing • Phase 2: financials, procurement, inventory, CRM • Phase 3: manufacturing, SFA

8. Implementation Strategy • Process Driven Approach • Presented the process using hands on training • Conducted process modeling sessions • Used “Process Modeler” to revise the processes • Documented and presented: • Process changes • Role changes • Control changes • Program or data changes

9. Implementation Strategy • Process Driven Approach • Configured the system • Reviewed configuration and process with process owners • Documented the process using UPK • Scripts used in Validation Phase • End user training Discover Analyze & Design Construct Validate Go Live Refine

10. Implementation Strategy • Implementation Tools • Oracle Process Modeler • Oracle User Productivity Kit (UPK)

11. Includes: Employees, Partners, Contacts, Customers, Notes, Product Information, Competitors, Calendars, To-Do & Activities, Action Plans, Email Merge, Mail Merge Enhaced New New • PIM Synch Customer Self Service Support Sales Service CRM Foundation

12. CRM Applications at Monaco • Service Management • Equipment • Contracts (warranties) • Product Registration • Repair Orders and Billing • Warranty Claims • Vendor Chargeback

13. CRM Applications at Monaco • Case Management • Call Creation and Tracking • Recall notification (flash messages) • Warranty information • Owner history • TREAD coding (failure analysis)

14. CRM Applications Case Management (call tracking) Equipment Records (Coach definition) Repair Orders Service Management Contracts (warranties) Warranty Claims Vendor Returns RMA

15. Key Configuration Decisions • Equipment definition • Product make and model • Coach attributes • VIN • Odometer readings

16. Key Configuration Decisions • Coach Definition • Safari ; Cheetah • 2006; Diesel, Rear bath, Air brake • 06ASF894809409 • 460 miles Attach warranties Determine warranty periods • Uniquely identify coach • service • case tracking

17. Key Configuration Decisions • Monaco Dealer Productivity • Product Registration • Warranty Claims • Part Orders

18. Key Configuration Decisions Dealer Sale MDEX (Dealer Portal) • Updates • Warranty start date • Odometer update • Location change Coach Registration Call Centers Service Centers Warranty Claims

19. Key Configuration Decisions Dealer Service Work MDEX (Dealer Portal) • Submit • Parts – standard cost • Labor – standard time and rates • Subcontracts amounts Warranty Claim Processing • Process • Approve or deny claims • Pay Dealers Monaco Claim Processing

20. Key Configuration Decisions Monaco Claim Processing • Submit • Parts – standard cost • Labor – standard time and rates • Subcontracts amounts • RMA Vendor Chargeback • Process • Send product back • Receive credit Vendors

21. Key Configuration Decisions • Service Orders (Repair orders) • Use CRM calendar function to schedule appts. • Use work order detail lines and attachments to capture repair items • Use parts inquiry to better understand on-hand inventory • Automatically add recall and TSI lines to the repair order (custom)

22. Key Configuration Decisions Customer Call • Coach details • Repair issues • Recall items • Track bill types Parts Department Create Repair Order Recall Data Warranty Claims Invoicing

23. Derived Benefits for Monaco • Equipment and Registration • Coach data (equipment) can be maintained by the appropriate parties within Monaco. • On-line product registration drives more timely information • Quick Add capability allows dealers to process registrations accurately

24. Derived Benefits for Monaco • Warranty Claims • Defined process for handling claims using standard times and costs (Repair Time Schedule) • Use data in warranty claims to drive chargeback process • RMA process to track returns

25. Derived Benefits for Monaco • Vendor Chargeback • Initiated a formal RMA process: better parts tracking • Warranty data drives larger percent of valid returns • Better defined process; smoother flow of information

26. Derived Benefits for Monaco • RepairOrders • Increased tracking of warranty and returned parts • Use data in warranty claims to drive chargeback • Tracking and reporting of RO line type: • Customer pay • Goodwill • Bill to customer service

27. Questions?