Epicor

Customer Relationship Management

Customer relationship management (CRM) strategies are as important to business today as they have ever been. Epicor CRM is designed 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.

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Relationship Management
Overview

CRM controls every aspect of a company’s interaction with its customers and potential customers from generating the lead, developing the opportunity, taking the order, producing and shipping or supplying the goods or services, getting the cash and supporting the customer. Epicor CRM provides a 360-degree view of the entire customer, supplier, or partner relationship throughout the relationship lifecycle. Epicor CRM broadens the scope of customer information to everyone within and across the organization and to stakeholders beyond, through contextual delivery of essential customer data to information workers, wherever it’s needed.

Contact Management
Comprehensive contact management is at the core of any effective CRM solution and makes keeping in touch with your customers and prospects easy by promoting responsive, respectful, and proactive communication. Contact Management enhances your customer service by documenting and sharing customer communication with the entire organization and helps manage contact interactions through task management. With Epicor CRM Contact Management you can improve overall responsiveness and focus by putting your contacts at the center of your business..

Marketing Management
Seeking new, profitable customer relationships is challenging in today‘s borderless world. Targeting your customers with the right programs and messages and retaining those customers can be your most powerful competitive weapon. Epicor CRM Marketing Management enables you to measure the success of marketing campaigns, understand your target market, and improve communications.

Lead and Opportunity Management
The primary goal of many businesses is to grow their revenue. Whether your growth will come through attracting new customers or retaining existing ones, Epicor CRM can help you. With Epicor CRM Lead and Opportunity Management you can proactively manage your sales territories and the entire life cycle of all your opportunities. Lead and Opportunity Management enables you to convert more prospects to customers, target the highest value opportunities, and increase sales revenues.

Case Management
From initial call to resolution and follow-up, Case Management provides a customer focused solution for personalized, high quality service. This comprehensive one-stop solution enables your service team to manage current case load and respond quickly to customers for industry leading customer satisfaction. The case management workbench is equipped with time saving links to customer focused activities (e.g., new quotes, orders, RMA requests, or service calls). In addition, there is a search-driven knowledgebase and case-driven workflow for standardizing case resolution.

Sales Management

The primary goal of business is to grow profitably. Whether through attracting new customers or retaining existing ones, strong sales management is essential. Sales force automation (SFA) can strengthen your ability to increase revenue by enabling you to convert more prospects to customers and target the highest value opportunities. Comprehensive SFA strategies aid proactive communication and ensure everyone who interacts with customers has accurate and complete information at their fingertips. Epicor sales management solutions can improve both the efficiency and effectiveness of your sales team. They help sales teams manage their opportunities and automate administrative tasks — allowing them to focus on building lasting profitable relationships.

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Management Overview

By streamlining the sales process—centralizing access to product, pricing, customer information - orders can be generated with a minimal number of steps. It automates and improves labor-intensive processes for quoting, proposal generation, configuration, and order entry. You can increase sales productivity by ensuring accuracy during the quote and order processes and identifying the right solution to meet your customers’ needs.

Customer Relationship Management (CRM)
Outfitting your sales team with advanced, easy-to-use software is not just smart; it is a matter of survival. CRM is equipped with the tools you need to find more prospects and quickly convert them to satisfied customers.

Case Management
From initial call to resolution and follow-up, the Case Management module provides a customer focused solution for personalized, high-quality service.

Quote Management
Quote Management is often the starting point for the supply chain cycle. When a quote is entered, manufacturing details are entered for the record. These records give your organization a solid head start for job management, scheduling, purchasing, and other functions of the application. Best of all, the result is greater efficiency.

Demand Management
Use the Demand Management module to more efficiently manage short and long term contracts, turning the demand from these contracts into sales orders and MRP forecasts.

Order Management
Order Management drives the Epicor ERP system. From the time a sales order is entered, its progress is tracked through final shipment, producing timely reports on demand.

EDI
Electronic Data Interchange (EDI) is utilized by many mid- to large-sized suppliers to manage supply chains more efficiently.

Product Configurator
Product configuration enables on-the-fly configuration of highly customizable and dimensional products. You configure products through a straightforward question and answer evaluation.

Service Management

Your customers want rapid response service. Epicor Service Management optimizes customer service with timely response to customer requests and puts knowledge in the hands of customer service personnel. From initial contact with the customer regarding an incident, to in-the-field operations, to processing returns quickly and efficiently, Epicor Service Management provides the visibility and accountability your business needs.

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Management Overview

Contract Management
Epicor Contract Management used in conjunction with Epicor Field Service ensures the timely and accurate execution of service contracts. Additionally, this solution holds the historical activities against the contract to better meet customer expectations.

Field Service
Epicor Field Service is designed for people who install, repair, or service offsite or at the plant or depot. You can centralize all processes related to the dispatching of technicians and cost reporting of service calls in the field. This application supports drop shipment of service parts directly to the customer site. The application is set up for a single interface, so a dispatcher can track all stages of each service call with just a few mouse clicks.

Case Management
Epicor Case Management is fully integrated with Field Service for easy access to dispatching field activities and providing field service representatives access to online knowledgebases, existing customer field service calls, warranty information, and service contracts.

Returned Material Authorization
Enhanced return processing offers enterprise-wide tracking of pending returns and disposition of these parts by unique returned material authorization (RMA) number. Enter information about returns, and transfer that information to the different groups that may need to take action (e.g., inspection, billing, and order processing). Armed with full notes capabilities and document management functionality, tracking the steps of a returned part for requirements certifications is inherent in the system.

Production Management

The Epicor suite of production management applications, comprised of Job Management, Scheduling, Material Requirements Planning, and Quality Assurance, uses sophisticated technologies to model your best practices and empowers your personnel to make decisions that result in optimization of your production process.

Whether you are a global, multi-site enterprise or a single-site manufacturer, the fundamental need for precise and flexible planning and scheduling is an ever present requirement for your business. Specific functionality like consolidated purchasing, transfer functionality, and consolidated financials helps global enterprises manage the complexity of their size and take advantage of the efficiencies that smaller organizations enjoy.

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Management Overview

Engineering
The Engineering module (Product Data Management - PDM), serves as a central knowledge repository for process and product history. It also promotes integration and data exchange among all enterprise users who interact with the product - including project managers, engineers, salespersons, buyers, and quality assurance representatives.

Job Management
Job Management is a comprehensive manufacturing control solution, designed specifically for the routing, scheduling, costing, and tracking of either custom or repetitive parts manufactured on the shop floor.

Field Service
Field Service is designed for people who install, repair, or service offsite or at the plant. Use it to centralize all processes related to the dispatching of technicians and the cost reporting of service calls.

Project Management
Use the Project Management functionality to organize the manufacturing of large capital projects. Through this advanced feature set, you can create, monitor, and finish complex projects that require significant organization and planning.

Material Requirements Planning
Use the Material Requirements Planning (MRP) tools to both estimate potential demand and propose the supply that answers this demand.

Scheduling
The scheduling functionality helps insure that your jobs are manufactured on time to meet the demand of your customers.

Data Collection & Handhelds
Shop employees use the Data Collection module is useful to enter their labor information directly from the manufacturing center into the application. As labor information is applied to jobs and as jobs are completed, the shop floor activity is recorded and monitored.

Quality Assurance
The Quality Assurance module ties together all quality functions, whether it is scrapping end parts, rejecting raw materials, or tracking first article inspections.

Planning and Scheduling

Performance-driven companies have mastered the art of predicting and responding quickly to changes in customer demand with minimal business interruption. Whether you are a global, multisite enterprise or a single-site manufacturer or distributor, precise and flexible planning and scheduling is imperative to efficient and profitable operation. Epicor offers a comprehensive solution for forecasting, material requirements planning (MRP), scheduling, and advanced planning and scheduling (APS) to meet the needs of today’s agile businesses. For companies with complex processes that require project management and resource management capabilities, Epicor Planning and Scheduling offers a comprehensive solution that is baked into the fiber of the product for unparalleled operational visibility.

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and Scheduling
Overview

Project Management
Epicor Project Management is a comprehensive solution for project managers who plan and execute simple or complex projects that can require intricate multi-level phases as well as strict costing. Embedded within the robust capabilities of Epicor, Project Management utilizes the detailed estimation, planning, scheduling, costing, and supply chain logistics of Epicor for complete control and analysis (including cross analysis) of any project.

Forecasting and Master Production Scheduling
Forecasting and Master Production Scheduling (MPS) in Epicor are designed to assist manufacturers and distributors with both day-to-day control and long-range planning and decision making. Forecasting and MPS support your business strategies, as well as those businesses that operate multiple, mixed-mode strategies simultaneously. Forecasts can be generated from multiple historical sources (e.g., sales, invoice, and inventory usage history).

Material Requirements Planning
Built for the needs of the single site as well as extended enterprise, MRP offers cross plant and cross company planning. Enhanced to offer plant source as well as product group sourcing of materials and assemblies, MRP automatically and visually extends the enterprise to efficiently manage supply and demand.

Scheduling and Resource Management
Multiple resource views and online scheduling tools such as the change impact informer, offer the master scheduler and manager the ability to visually locate overload problems and slack conditions, then perform cost and throughput analysis on schedule changes before they are firmly committed. The scheduling engines use several factors that affect production quantity, setup time, production time, capacity, priority, and so on to calculate how long it will take each job to complete. It then displays the schedule through the Job Scheduling Board, the Resource Scheduling Board, and the Multi-Resource Scheduling Board.

Advanced Planning and Scheduling
Available as an extension to Scheduling, Epicor Advanced Planning and Scheduling incorporates the strength of the Scheduling engine and enhances it with advanced functionality such as multiple constraint scheduling, a wide range of scheduling methods, visual drag-and-drop scheduling, capability and dependent capability-based scheduling, real-time capable-to-promise functionality, and advanced material planning functionality.

Product Data Management

Epicor Product Data Management (PDM) serves as a central knowledge repository for process and product history. PDM promotes integration and data exchange among all enterprise users who interact with products—including project managers, engineers, salespeople, buyers, and quality assurance representatives. This solution manages the powerful information traditionally contained in engineering documents, plant floor routings, change orders, sales orders and quality documentation within a single solution that is easily shared across the enterprise. Promoting collaboration throughout the value chain, Epicor PDM provides a complete end-to-end solution to manage all aspects of a product’s lifecycle, enabling enterprises to control the enormous amount of electronic documents they produce.

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Data Management
Overview

Bill of Materials
Epicor supports traditional BOM management with single-level part formats that recognize the materials and components required to build end parts. In addition, Epicor introduces multi-level BOM management that incorporates not only single-level components and material requirements, but also internal and external routing steps for complete end assembly visibility, planning, scheduling, and costing. Epicor introduces visual engineering technology with indented tree structures and drag-and-drop BOM management.

Routings
Detailed routings facilitate planning, scheduling, and costing of products more efficiently. Everything needed to produce a product is managed in one central location. Managing changes to routings is simplified. Changes are automatically communicated to the plant floor execution system and operators have online visibility of the latest routing production notes as well as standards and resource requirements.

Engineering Change and Revision Control
Achieve control and consistency in your engineering change and revision process. Engineering Change and Revision Control is designed to enable engineering change management, multiple revision control of products, engineering workflow management, and offers detailed cost analysis of products during the engineering process.

Product Lifecycle Management
Epicor Product Lifecycle Management (PLM) serves as a central knowledge repository for process and product history, and promotes integration and data exchange among all enterprise users who interact with a product. Epicor PLM manages all documentation associated with a product throughout its entire product lifecycle, and includes full integration with more than 12 computer aided design (CAD) systems.

Product Costing
As a manufacturer or distributor, you consistently monitor product cost and analyze profitability as a way to pass on cost savings to customers while staying competitive. Epicor offers the flexibility and accuracy needed to analyze product cost on a customer-by-customer, part-by-part, and job-by-job basis.

Product Configuration
Product Configuration enables on-the-fly configuration of highly customizable and dimensional products via a straightforward question and answer evaluation. Product Configuration can be accessed from quote entry, order entry, and job entry. It is Web-enabled, and is also available to disconnected users employing Epicor Mobile Connect.

Supply Chain Management

Linking the trading partners, process and systems that make up your supply chain has become the differentiation you need to achieve industry leading performance.

Removing processes that do not add value and synchronizing processes within and outside a company enable you to meet customer demands for lower cost and faster delivery. Epicor provides the most effective coordination from initial raw materials to the ultimate consumption of the finished product by providing the visibility you need throughout your value chain.

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Chain Overview

Supplier Relationship Management
Supplier Relationship Management (SRM) is a toolset used to request quotes for raw materials or subcontract services from one or multiple suppliers. Request for quotations (RFQs) are generated with one or more lines; each line has the ability to request pricing from one or more suppliers.

Purchase Contracts
Use Purchase Contracts to purchase inventory quantities on a recurring basis. You can establish delivery schedules to regularly re-issue material against which recurring deliveries are made.

Purchase Management
The Purchase Management module handles purchase order writing and the tracking of supplier performance. Detailed line items indicate planned receipts to inventory or a job, although their destination may be changed at the time of actual receipt entry.

Advanced Material Management
Advanced Material Management (AMM) enables manufacturers to produce electronic requests for materials, dispatch those materials, and track inventory movements of all inventory including raw materials and work in process.

Inventory Management
Use Inventory Management to update and maintain raw materials, WIP, and finished goods inventory quantities and costs.

Shipping and Receiving
Use the Shipping and Receiving module to monitor incoming and outgoing part quantities, whether they are shipments against an order, subcontract parts sent to a supplier, raw material received from a purchase order to a job or into inventory, or filling a sales order from stock.

Financial Management

Epicor financial management solutions provide you with the tools needed to create value through monitoring financial conditions and timely decision making. This functionality reduces costs and improves cash flow. Epicor Financials can help improve your ability to drop more to your bottom line—the ultimate test of your success and competitive advantage.

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Management Overview

Accounts Receivable
Use the Accounts Receivable (AR) module to bill your customers as orders are shipped and then track payments as they are received.

Accounts Payable
Use the Accounts Payable (AP) module to enter supplier invoices for purchases that you make and then create checks for the invoices you want to pay.

General Ledger
General Ledger (GL) processes and posts entries created by Job Management, AR, AP and Payroll, as well as manual entries made directly in the general ledger.

Cash Management
Improve cash management through the automatic handling and reporting of discounts available, payment due dates and payment selection methods.

Multi-Site Management
Use the Multi-Site Management module to synchronize distribution of goods across multiple sites.

Currency Management
The Currency Management module automates the process of conducting transactions internationally through multiple currencies.

Rebates, Promotions, and Royalties
Use the Rebates, Promotions, and Royalties module to enter, update, and review any rebate program your company runs with your customers.

Asset Management
Use Asset Management to track assets and their depreciation. Examples of assets are office furniture, computers, and copiers. This module is also helpful when companies are purchased or merged.

Payroll
Use the Payroll functionality to handle the processing of all employee paychecks and provide necessary company and governmental reporting.

Human Capital Management

Today’s Human Capital Management (HCM) solutions demonstrate the progression beyond the confines of the HR department, core payroll services, and human resource management systems (HRMS) to managing and developing talent and labor resources on a global scale, both strategically and cost effectively. Epicor HCM delivers the necessary software support for all employee-related functions whether distributed or centralized. This enables organizations to manage a geographically dispersed workforce in a global manner, ensuring support for various local payroll and legal reporting requirements.

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Human Capital
Management Overview

Payroll
Epicor Payroll handles the processing of all employees’ paychecks and provides necessary company and US governmental reporting. Comprehensive employee information and memo fields allow you to track employee personnel information, such as performance reviews and outside training. Because payroll is so tightly integrated with Job Management and Manufacturing Execution, you will normally only have to review your payroll entries, make adjustments, print your checks, and then post. With Payroll, there is no longer any need to have your payroll done with an outside service, when it is so easy to do yourself.

Human Resource Management
Epicor Human Resource Management (HR) is a comprehensive solution that streamlines your HR processes. It efficiently administers applicant tracking, benefit programs, workforce training and development, complex union dues calculations and benefits, and ever-changing US governmental regulations such as EEO, VETS, OSHA, and Affirmative Action Program reporting (AAP).

Training and Recruitment
Track your ongoing training and certification requirements online with Epicor Training and Recruitment. The Training module is used to schedule courses and instructors as well as record training history, reducing the pain of your next regulatory audit.

Employee Self-Service
Epicor Employee Self-Service allows access by employees and managers from a kiosk, your intranet, or the Internet. Both Manager and Employee Self-Service are designed to be extremely easy to use, so even individuals with little or no computer skills can navigate through the system with minimal effort.

Manager Self-Service
Managers are able to view selected employee information, post requisitions, initiate pay changes, reassign jobs, and approve time off. A manager can monitor training, upcoming reviews and produce compensation reports covering only their employees. Furthermore Manager Self-Service falls under Epicor HCM security control so a manager can only access those employees who report to them and see just the data that you’ve approved.

System & Tools

Finding the right information quickly is the key element to the success of using any software package. That’s why Epicor offers several tools that allow you to tailor your system to meet your specific needs. Find any information you need, when you need it.

The Executive Dashboard is a single application that encompasses multiple capabilities such as inquiries, ad-hoc reports, workbenches, graphical analysis, alerts, and business monitoring. It is a robust, one-stop interface that replaces traditional menu systems with a personalized role or context based views that link into core transactions of the system.

The Executive Dashboard also puts the visual indicators and functions that you use the most right at your fingertips. The Executive Dashboard enables you to develop your own workbenches using a series of online views of information – such as a Tracker. From a Tracker, “open with” technology lets you drill into any part of the system: whether to enter a new order, modify an existing job, or update a customer record. The power of the Dashboard is in how it enables you to specify your work preferences, then tailor Epicor to match your needs.

Advanced Print Management
Advanced Print Management integrates doc-link software with the application, which is made by the Altec company. Advanced Print Management is an "out of the box" efficiency tool that transforms paper documents, forms, and reports into electronic documents that can be delivered in a multitude of formats.

Advanced Quality Managment (AQM)
Advanced Quality Management (AQM) is powered by the IQS company. This software is a third-party application useful for collating data that pertains to quality information on your products.

AutoVue
The Cimitry - Autovue application is fully integrated with the Epicor application.

BAQ Report Designer
The BAQ Report Designer enables you to turn a Business Activity Query (BAQ) into a Crystal Report. You create these personalized queries through Business Activity Query; you design each query to pull in a customized set of information from your database.

Bartender
Bartender software is made by the Seagull Scientific company. Within the Bartender application, you can create custom labels and save them in a directory that is available to machines that run the Manufacturing software. Labels can consist of fixed data or database data. The format can be human readable or barcode format or both.

Business Activity Management
The Business Activity Management module contains several dynamic tools that lets you pull the specific data you need.

Business Activity Query Designer
Use the Business Activity Query Designer to create personalized business activity queries (BAQs). You can later view these queries through dashboards, quick searches, and BAQ reports.

Business Process Management
Business Process Management (BPM) allows you to create workflows that automate, execute and monitor business processes. The workflows extend your system's base functionality without requiring customizations or affecting your ability to take future releases of the software.

Customization
You can customize nearly every program within the application. A powerful tool, Customization, can save you time and money as you use these modifications to directly match the application so it fits your business needs.

Dashboard
The Dashboard is your personalized information and command center. Much like your car's dashboard gives you current information and controls to run the car, the dashboard can display the current information and processes that you need to more efficiently perform your tasks. The data you choose to display is refreshed periodically, so you will be able to act on changes as they immediately occur.

Documentation and Education
Documentation and Education includes online help, courses, and application features that are desiged to help support your productivity as you use the software.

Service Connect
Service Connect provides a powerful and flexible environment to support specific collaborative processes, connecting different business entities, applications, or users. Service Connect harnesses the power of XML, electronic message transfer and transaction based processing environments to deliver reliability with ease of use. For example, EDI applications like TIE Commerce™ or a similar provider are linked to your application through Service Connect, letting you pull in sales order demand from both customers and purchasing schedules from suppliers.

Epicor Tax Connect
Epicor Tax Connect eliminates the tedious work and complexity of determining sales tax jurisdictions of ship-to addresses, maintaining tax codes and rates, and dealing with jurisdiction-specific and commodity-specific taxation rules. The service also provides for automated generation of sales tax return reports. The Epicor Tax Connect service provides these capabilities for the United States and Canada.

Epicor Web Access™
The Epicor Web Access displays programs as web forms within a browser window and is significant part of the Epicor Everywhere™ Framework.

Management Reporter
Management Reporter is a financial reporting tool, made by Microsoft, that is quick and easy to learn and use, increases productivity and efficiency, and helps you stay on top of trends.

Localization
The application contains translation tools that allow you to select the language displayed throughout the interface. You can change the language that appears during each session. You can also assign a default language for a selected user or a specific program. This flexibility lets you use the language that best fits your personnel in specific locations and workstations.

OPEN4
OPEN4 is made by the OPEN4 company. OPEN4 is a payroll management system that integrates with your Epicor application. The goal of the this software is to coordinate hiring, termination, and employee change from within OPEN4; and then have that information propagated to the Epicor employee records.

PayPal Service
The Epicor application is upgraded to handle the PayPal Payflow Gateway Service 4.3 Update.

Personalization
Each user has different needs. Some users want the columns on a grid placed in a different sequence. Others need different options available on a program status bar. Still others need a program to verify data after they perform specific actions. You set up the application to reflect your individual needs.

Product LifeCycle Management
Product LifeCycle Management (PLM) is made by the PROCAD company. PLM includes storage, administration and supply of all product-related as well as all supplement data during the entire operational order processing and thereafter.

Searches
Search programs are available throughout the software. Use these programs to find and select specific records to open within another program. Each search program lets you filter and organize the search results through record-specific criteria.

Security
Security for your application is defined through a few key programs. The Security Group Maintenance program should be used first to setup security groups. Next, use the User Account Maintenance program to create accounts for all of your system users, and then assign each user to the appropriate security group(s).

ShopVision
The ShopVision module displays strategic data required for critical short-term and long-term decision making. The data displays in a dynamic graphic tool that allows you to sort, group, and view data in a grid, pie chart, bar chart, or graph.

Sourcing

Styling and Themes
The Styling and Themes functionality gives you complete control over the look and feel of the entire user interface (UI). Set this tool to display a pre-built design or theme and access it from the options installed with the application. Use this tool to edit an existing theme and create a new theme.

System Management
Use this area of functionality to maintain system-wide maintenance information. Examples of maintenance areas include custom field maps, database records, menus, process calling, report data, report styles, sub process menus, system agent and system monitor applications.

TIE Commerce
The TIE Commerce application is fully integrated with both the Epicor and Service Connect applications.

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