The Big Picture.(as we see it)

A brief presentation developed around your challenges…

And our solutions.

- Typical challenges your Dealers may be facing including some benchmarks

- Tactics for improving efficiencies and highlights of case studies

- SM-Plus overview with an outline of functionality

- Results and examples of success stories

- Our background

Where we’ve been, where we’re going

We’ll cover in this presentation:

Challenge’s your DEALERS face: Escalating costs

•Escalating cost of raw materials, including fuel.

Recent Report Shows:60% of service organizations consider increasing service-related costs to be the top market pressure they face.

Source: “Service Management for SMBs: Applying a Strategic Approach” Aberdeen Group

Challenges your DEALERS face: Limited resources

• Slow cash flow

• Aging equipment, tools, fleet

Recent Aberdeen report shows: 23% of service organizations cite lack of enough skilled field technicians as a top pressure they face.

• Down-sized workforce, lack of skilled workforce

Challenges your DEALERS face: Tight margins

•Threat of globalization

•Risk of product becoming a commodity

•Market won’t tolerate price increaseRecent report shows: Shrinking product margins placing more pressure on service revenue contribution is one of the top drivers forcing service organizations to turn to technology solutions to control costs.

Source: “Recession Battle Plan for Field Service”, Aberdeen Group

Challenges your DEALERS face: Demanding Customers

•The NOW generation

• Little loyalty

Recent reports show:Customer demand for faster service call resolution is cited by 40% of service organizations as a top market pressure

Best -in-class organizations report 89% current customer retention.Laggards report 35% current customer retention

Challenges your DEALERS face: Aggressive competition

• Aggressive competition

• Price-driven competition

Recent report shows:23% of service organizations report that pressure from competing manufacturing or service organizations to be a top pressure.

Profit opportunities hiding in the service operation are often overlooked or lost.

Profit opportunities can leak away...

Customer dissatisfaction

Low field service resolution rates.

Delays due to missing parts or equipment

In efficient scheduling and dispatch

Miscommunications

Limited access to historicals.

Duplication of efforts. Dual entries.

Failure to up-sell extended warranties.

Low renewal rates for maintenance contracts

Are results being analyzed so improvements can be made?

Profit opportunities can leak away...

Self Evaluate: Are you losing opportunities?

- Responsiveness. How quickly do you respond to a Service Request?

- Resources. Do you have the necessary materials and technicians on hand to react quickly?

- Visibility. How often is service delayed due to lack of visibility of service repair activity ?

- Monitoring. Do you monitor warranty contracts to maximize service revenues and identify problem areas?

- Analytics. Do you know what it costs to service and maintain your customers’ equipment, machines, tools, and fixtures?

- Proactive. Are you proactive in up-selling contracts and renewals?

Aberdeen says:

On average SMBs derive 21.5 % of their overall corporate profit from service operation.

Increasing Profits!

Best-in-class service organization report:

76% have service operations which operate as a profit center…

And have seen profitability increase 13-14% in a 12-month period.

Increasing Profits!

About revenue:

Service made up 60% of our gross revenue after implementing SM-Plus. Service revenue grew by more than 62%.

- Melody Schlenker, IT Manager, J&D Associates

Single Source customers say:

About Customer Retention:

“While our competitors are complaining about the economy and lost business, we are retaining and bringing on new customers. Competitors are raising prices. We’re maintaining prices … because our overall costs are staying down, with the help of technology.”

--Bob Bull, owner and president, CMS Mechanical Service Company

Single Source customers say:

About Responsiveness and Efficiency:

“SM-Plus provides us the solution to capture customer issues immediately, allowing us to react quickly. This same data gives us the information necessary in order to be proactive with other customers.”

--John Kasinksi,Vice-President Viking Yachts

Single Source customers say:

About Profitability:

“We’ve seen increase in profit from the service area alone of 30% and it seems likely the trend will continue. There is no sign of slow down, so we are ramping up in order to meet and exceed the increasing demands of this side of the business.”

-- John ClarkService Manager of Active Power, Americas.

Single Source customers say:

Now what? What are your DEALERS options?

We’ll help you analyze

and

determine where you

can increase

productivity and savings

from deploying

SM-Plus in your

DEALERS organization.

Product Focus

Service Management -Plus Enterprise

- A totally unique business solution which meets

the specialized needs of the Service operation

Plus

manages the business processes of the company,

providing integrated system which increases

efficiencies, productivity

and profit opportunities company-wide

Service Management-Plus Enterprise

Service Plus Business

The Integrated Resource Solution

designed around the unique needs of the

service company,

meeting the essential needs of the whole

company.

Functionality

Single Source Service Management-Plus (SM-Plus) helps companies manage:

- Call Center- Service History- Work Orders- Schedule/Dispatch- Parts Management- Field Service- Plant Maintenance- Service Contracts- Depot Repair

- Warranty & Configuration Tracking- Inventory- Internal Asset Maintenance - General Ledger- CRM- AR/AP- Shipping/Receiving- HR- Mobile (PDA, Laptop, Tablet)- Web Portals

SM-Plus Enterprise Functionality Groups

Key Service Processes

Contact center receives inquiry or request and creates a work order. Data is captured for further tracking.

Information available:Contract statusWarranty statusParts inventoryTechnician availabilityUnit historyCustomizations Account status

Technician is dispatched to field with necessary resources and full access to data.

Work is completed and results captured. Parts and labor recorded.

Access to data speeds resolution rates and increases customer satisfaction.

Customer satisfaction leads to customer loyalty and repeat sales.

Easy access to data increases productivity. Reducing errors and redundancies leads to greater efficiency.

Efficient use of resources eliminates waste, streamlines workflow.

Reporting and analytics enables tracking of Key Performance Indicators, preemptive actions and continuous improvement and greater savings and profitability.

Benefits

Decrease costsCut costs of service and warranty repairsEliminate duplicate data entry

Increase throughputEliminate paper/spreadsheet-based systemsImprove resource utilizationDispatch Scheduling based on Geography, Skill-set & Certification

Boost service revenuesUp-sell service contracts and renewals

Make better decisionsProvide visibility to service history, costs, schedules

Proactive Service Work OrdersWork orders include procedural tasks for faster service times

Increased Warranty AwarenessKnow it’s under warranty before spending company money

Regulatory ReportingCapture any regulatory information within SM-Plus for reporting to government & regulatory bodies

Shared Knowledge BaseOne centralized system integrated with accounting, purchasing and production can streamline the ability to share real time information across the enterprise

Benefits

Company Background

2000

1995

19851985

1995

2000

20052005

20102010

- Single Source Systems, Inc. Founded

- Service Management Plus Launched- Sage Endorsed Solution Partner

- INC 500 Fastest Growing Private Companies in the United States- Infor Solutions ChannelPartner- Microsoft Gold Certified

- Sage Endorsed Development Partner- INC 500 Fastest Growing Private Companies in the United States

- 600+ Customers Globally- 40 Resellers Worldwide- Award Winning Customers

o KOMAX USA: Aberdeen’s 2009 Process Excellence Award

o CMS Mechanical: Integrated Solutions : April 2010 Cover Story

Global Partner Network

We have over 100 Resellers world-wide

ABB • ABCO AUTOMATION • AC CORPORATION • ACCELERATED CARE PLUS • ACE METALCRAFTS • ACTIVE POWER • ADDISON MCKEE • AG ELECTRONIC MATERIALS • AIR SYSTEMS OF OHIO • AIRGUARD • AIRLITE PLASTICS • AKRON BRASS • ALCOTT • ALINIBAL • ALL-CLAD METALCRAFTERS • AMCO ENGINEERING • ARMTEC DEFENSE • ARUZE GAMING • AUTOMATED PACKAGING SYSTEMS • AVERY DENNISON • BACHMAN MACHINE COMPANY • BAIN ULTRA • BALTIMORE AIRCOIL COMPANY • BARNES AEROSPACE • BETTER BAKED FOODS • BIODEX MEDICAL SYSTEMS • BLAKE AND PENDLETON • BLAKELL EUROPLACER • BLUE CROSS • BLYTHECO • BOSCH • CADWELL LABORATORIES • CARDIAC SCIENCE CORPORATION • CERTIFIED AVIATION • CHAMPION BUS • CMS MECHANICAL • DAIFUKU • ELI LILLY AND COMPANY • FMC TECHNOLOGIES • GENERAL ELECTRIC • GLOBAL MEDICAL IMAGING • GMT CORPORATION • GOODRICH • GRADY WHITE BOATS • GULF COAST INGNITION AND CONTROLS • HARTRIDGE • HASKRIS COMPANY • HINKLEY YACHTS • HONEYWELL • ION GEOPHYSICAL • JAYPRO SPORTS • JERGENS • KOMAX CORPORATION • MACK INDUSTRIES • METALS USA • MICROMED • MITSUBISHI • NASHVILLE WIRE PRODUCTS • NIECO • PACIFIC BEARING • OMNEX • OSHKOSH SPECIALTY VEHICLES • SIEMENS • SMITHS AEROSPACE • SPUDNIK • SYSTEMS MAINTENANCE SERVICES • TERUMO CARDIOVASCULAR SYSTEMS • TRIUMPH • VALERUS COMPRESSION • VIKING YACHT COMPANY

Single Source Customers…

We have over 600 Customers world-wide

Single Source is recognized for its expertise in service management. It is the subject of our entire focus. We allocate major resources toward: •Researching and tracking trends •Gathering and creating educational materials• Hosting and sponsoring industry events•Inviting analysts and best-in-class firms to share their insights.

Expertise

…We use this expertise to develop and supportsoftware solutions that provide companies with unparalleled advancements in service management efficiencies.

We continually refine our products, enhancing features and adding functionality to meet changing market needs.

We set the benchmark for what can be achieved through service management efficiencies.

Expertise

AQ&

FREQUENTLY ASKED QUESTIONS

QA

Our company has an ERP that, basically, is working fine in other areas of the business, but has serious shortcomings in the service operation.

If you recognize you are experiencing problems in service, you are likely missing opportunities elsewhere in the organization. Issues in service affect inventory, billing…on through the company. Service problems are seldom isolated to the service operation.

QA

We have multiple locations, multiple warehouses and multiple distribution hubs…does this cause a problem?

We work with large global companies, companies with multiple divisions or a headquarters located outside the US. Several of our customers have branch offices, distribution centers and parts depot. Most have employees that work remote or have technicians in the field. In each case, SM-Plus helps them improve efficiencies and streamline operations.

QA

Our primary form of service is depot repair. How do you handle reverse logistics?

Whether service is performed in the field or as depot repair, our functionality helps streamline activities (such as shipping/receiving), monitor and track units for repair, track parts and labor used, manage warranties and service contracts associated with each unit and maintain easy access to data so customer questions can be answered quickly and accurately.

QA

We want to provide our field technicians with mobile devices. Does your product support mobile applications? Laptops? PDAs?

Our mobile and web modules play an important role in maximizing the efficiency of field technicians. Whether using a laptop or synching a handheld device before and after the service event, SM-Plus Mobile allows field technicians to access important data concerning parts inventory, service history, unit configuration and contract status. GPS capabilities assist with schedule/dispatch, increasing productivity and data capture.

QA

DO YOU HAVE MORE QUESTIONS?

Visit our website or call. We would love to provide the answers.

www.singlesrc.com

+1 317 596 3000

How can we help you reach your business goals?

Cory RhodesVP of Partner Development+1 317 596 3000 x145corrho@singlesrc.com

www.singlesrc.com

Service Management-Plus Enterprise

Service Plus Business

The Integrated Resource Solution

designed around the unique needs of the service

company,

meeting the essential needs of the whole company.