SM-Plus the only Service Resource Planning Solution on the market that offers end to end integration to Financials to Service Operations

1. The Big Picture. (as we see it)

2. A brief presentation developed around your challenges… And our solutions.

4. Tactics for improving efficiencies and highlights of case studies

5. SM-Plus overview with an outline of functionality- Resultsand examples of success stories

7. Challenges your DEALERS face: Limited resources • Slow cash flow • Aging equipment, tools, fleet • Down-sized workforce, lack of skilled workforce Recent Aberdeen report shows: 23% of service organizations cite lack of enough skilled field technicians as a top pressure they face.

8. Challenges your DEALERS face: Tight margins •Threat of globalization •Risk of product becoming a commodity •Market won’t tolerate price increase Recent 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

9. 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

10. 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.

11. Profit opportunities can leak away... Profit opportunities hiding in the service operation are often overlooked or lost.

12. Profit opportunities can leak away... Miscommunications Limited access to historicals. Duplication of efforts. Dual entries. In efficient scheduling and dispatch Are results being analyzed so improvements can be made? Customer dissatisfaction Failure to up-sell extended warranties. Low renewal rates for maintenance contracts Low field service resolution rates. Delays due to missing parts or equipment

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

17. Increasing Profits! Aberdeen says: On average SMBs derive 21.5 % of their overall corporate profit from service operation.

18. 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.

19. Single Source customers say: 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

20. 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

21. 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

22. 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 Clark Service Manager of Active Power, Americas.

23. 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.

25. 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.

27. Service History

28. Work Orders

29. Schedule/Dispatch

30. Parts Management

31. Field Service

32. Plant Maintenance

33. Service Contracts

34. Depot Repair

35. Warranty & Configuration Tracking

36. Inventory

37. Internal Asset Maintenance

38. General Ledger

39. CRM

40. AR/AP

41. Shipping/Receiving

42. HR

43. Mobile (PDA, Laptop, Tablet)

45. Key Service Processes Information available: Contract status Warranty status Parts inventory Technician availability Unit history Customizations Account status Technician is dispatched to field with necessary resources and full access to data. Contact center receives inquiry or request and creates a work order. Data is captured for further tracking. Work is completed and results captured. Parts and labor recorded. Efficient use of resources eliminates waste, streamlines workflow. Access to data speeds resolution rates and increases customer satisfaction. Easy access to data increases productivity. Reducing errors and redundancies leads to greater efficiency. Customer satisfaction leads to customer loyalty and repeat sales. Reporting and analytics enables tracking of Key Performance Indicators, preemptive actions and continuous improvement and greater savings and profitability.

46. Benefits Decrease costs Cut costs of service and warranty repairs Eliminate duplicate data entry Increase throughput Eliminate paper/spreadsheet-based systems Improve resource utilization Dispatch Scheduling based on Geography, Skill-set & Certification Boost service revenues Up-sell service contracts and renewals Make better decisions Provide visibility to service history, costs, schedules

47. Benefits Proactive Service Work Orders Work orders include procedural tasks for faster service times Increased Warranty Awareness Know it’s under warranty before spending company money Regulatory Reporting Capture any regulatory information within SM-Plus for reporting to government & regulatory bodies Shared Knowledge Base One centralized system integrated with accounting, purchasing and production can streamline the ability to share real time information across the enterprise

50. Global Partner Network We have over 100 Resellers world-wide

51. Single Source Customers… We have over 600 Customers 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

52. Expertise 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.

53. Expertise …We use this expertise to develop and support software 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.

54. Q FREQUENTLY ASKED QUESTIONS A &

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

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

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

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

59. Q DO YOU HAVE MORE QUESTIONS? A Visit our website or call. We would love to provide the answers. www.singlesrc.com +1 317 596 3000

60. How can we help you reach your business goals? Cory Rhodes VP of Partner Development +1 317 596 3000 x145 corrho@singlesrc.com www.singlesrc.com

61. Service Management-Plus Enterprise A Series of Presentations. Service Plus BusinessThe Integrated Resource Solution designed around the unique needs of the service company, meeting the essential needs of the whole company.