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First customer 199122 staff & expanding, devolved managementStable – not reliant on new salesProfitable –own town centre officesAmbitious development plan (merger plus international)Offer service based on product
The Company
Systems design
Bespoke development
Web design studio
Hardware, network setup & hosting
Consultancy & project management
Training
Support
PRIAM – One Stop Supplier
10 strong development team6 strong dedicated support staffProject managers & trainersWeb view of support statusOffer 24/7 supportSLA contract
First class support
Prestigious customer base
Book Club Associates (BCA) –book club & e-comerceReaders Union – mail order, shop, e-commerce & book clubEdition-Peters – publishing house based in Frankfurt, New York & London – mail order & e-commerceTottenham Hotspur FC – mail order, membership & e-commerceCoopers of Stortford - mail order Fashion Direct - fashion mail order & EPOS Confetti Celebrations – mail order & e-commerceSimply Thank you – flowers, chocs, gifts for bank clients – mail order & e-commerce
GSI ecommerce (Zendor)
Groundwell Logistics
EC Logistics Group
Inkfish / Domestic & General
US Eurolink
OTM Group / ADM
Enterprise Department
Tricord (N.Ireland)
Fulfilment House Partners
Early Learning Centre / (Mothercare)PeacocksWoolworthsFIFAAchicaGovernment Depts – DTI , ACAS, Manpower, Food Standards, Environmental Health, Financial ServicesReissSony (Playstation)Porsche’ (accessories)Rodale (continuity system for men’s health magazines)Sunday Times Publications (Air Miles & subscriptions)Ordnance SurveyBritish AirwaysGreeting Cards Direct (continuity system)Scottish & Newcastle (UK & International)TV shopping channels (Thane & Sirius) British Gas
Fulfilment House Clients
150 call centre operatives, customer service, fulfilment and warehousing, via multiple remote sites
Links to e-commerce
B2B and B2C
Peak processing 9,000 orders per day, average 3 lines per order (note ELC is only one client running on Zendor PRIAM system)
30% compound growth over next 3 years
Early Learning Centre
Mass fulfilment system
PRIAM is not a mail order system
PRIAM is an integrated suite of products which include mail order
PRIAM offerstrue multi-client processing
complete user definability
unrivalled functionality over many market sectors
mainframe database of unlimited size and super performance
integrated and immediate
Customer services
CRM Sales Manager
Point of Sale
Web view
Automated business processing/work flow
appease
e-commerce
Purchasing
Database
Warehousing & Distribution
CRM
Marketing
Sales Order Processing
Stock Control
Database and programs
ERP
Accounts
PRIAM Product Range
CRMagic(call centre scripting)
Full multi-channel ERP system – (multi-client, multi-warehouse, multi-lingual, multi-currency, multi-cost centre)Fully integrated e-commerce solution with content management systemCRM front end integrated with Office, email and any Windows applications.Automated business processes for CRM/ERPBrowser based scripting (CRMagic)List management
Scope of Software
Software links
Post Office file – own quick addressing to premise level
Automated credit card handling – PCI compliant
Integrated with 20 couriers
Links to any Microsoft/Linux products e.g. Office, email
ODBC
Form of software
PRIAM has a central database with one set of computer programsUsers can simultaneously use different types of entry into the above
text based entry for rapid mouse-less/old hardware usegraphical entry for mouse-less use but links to Windowssophisticated graphical programs for clearer setups, links to email, CRM, office, pictures etcweb interface for remote 3rd party access note that text based system still uses subset of data and functionality
Definability
Hundreds of configuration tables
Thousands of switches/parameter sets
Reports by numerous views
Coupon response example
Defaults from operator table7 visible values from definable tablesOther values from non visible tables e.g. courier selected (by postcode and weight)
Fully integrated contact management and customer service linked to PRIAM ERP and CRMTriggers from ERP to automate business processesLinks to email, SMS, Word, ExcelAutomated routing of incoming emailsLinks to full ERP systemPowerful sales prospecting tool
CRM Sales Manager
CRM Sales manager entry
From here you can access any information re. customerYou can undertake any process (subject to status)
You can define data elements for customer
Customer services
Handles all customer problems
Automated responses to problems/queries
Complete audit trail of events
Operator time logging
Full reporting
Customer services
Responses to problems automatedLinks to procedure documents and knowledge tree
Access to all (ERP) processing functions
Triggers
Automate CRM activity from Customer services or from ERP activity
Operator activities sent to task bar
Problem sub-categories
Note Business Process that is invoked
If attrition rates required then have results
complete royalties management
Royale is built into PRIAM and handlesWriter contracts
Licensing
Production
Royalty collection
Royalty distribution
Web access to royalty statements
Parts rental
Seamless e-commerce
World Wide Web
Web Server Firewall PRIAM Server
PRIAM Database
Internal Network
PRIAM web server connecting to back office PRIAM database In House PCIn House PCIn House PC
User
Completely database driven. Simple ‘pipe’ from web pages through to PRIAM database
‘Real-time’ processing. Orders taken and data entered on web are available immediately in back office
Instantaneous update of web through back office system e.g. price updates, product amendments and changes to offers and discounts
Coupled with appease - content management system for complete user management.
Sites built in hours – no limits to number of client sites
Site design and database integration
API available
e-commerce technology
Anything PRIAM can do is available on web
e.g. offers, discounts, multiple price lists
Powerful product search and gift finder
Customers that bought X also bought…
Multi-dimensional fashion functionality
Multiple categories, related products, up & across
sell, hard and soft bundles
Order tracking through to courier
e-commerce functionality
Simply, a website creation tool
Creates anything from the simple flyer page to the Amazon level e-commerce site
Useful to :
Fulfilment houses needing quick
e-commerce development for multiple clients
Mail order companies wanting
ongoing change to their sites
Web design companies requiring full
ERP / CRM functionality
Orders File
Fulfilment(ERP/CRM)
Stock /Customers /
Charging
Call CentrePRIAM
BusinessModules
ContentModules
Website Creation
What’s in ?
Multi-company and multi cost centre site controlMultiple pre-defined templates to control each pageStyle sheet integration and management to customise contentSophisticated content management editorDrag and drop business module links
Marketing management through Google analytics and numerous reportsSEO – search engine optimisation featuresNews, chat and feedback modulesUnlimited control over stock categorisationViews of web site content varying with user classVarious management utilities
Sites
Examples of appease ecommerce sites
http://shop.tottenhamhotspur.comwww.confetti.co.ukwww.primaryteaching.co.ukwww.primaklasse.de (German language site)www.editionpeters.comwww.lifesaversdirect.co.ukwww.rucraft.co.ukwww.rubooks.co.ukwww.bfcdirect.co.ukwww.booksdirectbargains.co.uk
CRMagic is an extension of PRIAM for call
centres, fulfilment houses and multi-company retailers
Browser based, it allows the order taking process to be completely wrapped around a user definable script
Incorporates questionnaires leading to product advice
Full CTI/CLI integration allows incoming calls to be “popped” onto the operators screen identifying both the caller and the associated offer
For outbound calling links to automated diallers to identify the person called
Complete quality control with user definable scripts
Script Definition
Delphi
Script File
TelephoneInterface
Orders File
Browser-basedorder form
Fulfilment(ERP/CRM)
SOP
EPOS
Web
Stock /Customers /
Charging
Call Centre
PRIAM ERP
Accounts
Warehousing &Distribution
Purchasing
Sales OrderProcessing
Database
Marketing
Stock Control
CRM
Unlimited size of database
Segment database by transaction-generated profiles e.g. products bought, returns, letters, area, CRM etc
Segment database by source codes
Flexible import and export of databases
Tidy up & reformat database
Interactive & batch de-duplication
Database
Full, definable campaign analysisExtensive media analysisOffers driven by media codeFinancial analysis of different roads to marketList management with selections by any criteriaMass emailing
Marketing
Database marketing
Marketing activities based on ERP dataSelections/lists from profile and source codesSelections from ERP programs e.g. RFV, products bought/not bought etcSelections from Query languageSelections processed through mail merge, email, tasks
Offers, Benefits, Discounts
Simple to use set up for offers
Handles every conceivable offer / benefit
Source code driven or not
Mail order **
Business to business
Coupon response
Continuities
Subscriptions **
Brochure handling
Membership / club **
Order Processing Areas
Trade or consumer from same screen – multiple price listsFull CRM - operators can handle any customer requestTriggers to automate processesOrders driven by previously defined benefits / discountsUser defined couriers & carriage costsMultiple payment methodsPost Office file for quick addressingCredit card authorisation & chargingMulti-currency
Order Processing Features
Automatic allocation of any stock to backorders
Automatic handling of letters and refunds to unfulfilled backorders
Immediate on-line tracing of shortages
Back Order Handling
Miscellaneous refunds
Order refunds
Mail order returns
Returns requiring authorisation
Supplier returns
Returns collection
Returns and Refunds
All stock movements linked to accountsMultiple dimensions for stockSets / Bills of materials / componentsSerial number identificationPerpetual stock takingPurchase order processing / forecastingFull audit trail on every stock movement
Stock Handling
Stock file
Allows for multiple part numbers
Indefinite price lists
Links to resources such as pictures
Multiple dimensions for fashion
Serial number processing
Virtual stock for subscriptions, insurance etc
Defines web characteristics
Multiple warehouse – (local and remote) Bins/Put-away list handlingPicking by numerous criteriaIntelligent handling of picking shortagesOptimum pick runsDrop shipment handling
Warehousing
Supports all the Royal Mail sortation services
Supports all couriers
Automatic courier selection by various criteria
Automatic charging for despatches
Web view of order and consignment status
Despatch
Fully integrated sales, purchase & nominal ledgers
Multi cost centre
Multi-currency
VAT report including EC/Intrastat
Cash book
Prepayments & accruals
Reversing journals
Job costing
Budgets
Full reporting plus Report Writer
Accounts
Over 300 reports all with many parameters35 marketing reports35 sales analysis reportsNominal Ledger report writerODBC links to Crystal Reports, Excel etcCan be scheduled intelligentlyReports can be emailedProduced to excel or file formatsCan be generated over internet by clients
Reporting
ANSI Standard implementation of M programming language / databasePlatform and operating system independentChoice of databaseFull scale high speed mainframe database runs under any operating systemUsed on largest network in world and major systems e.g. AmeritradeFront end uses php and Delphi .net
Database
Summary
ERP linked to CRM
User definability throughout - elegant
Widest range of functionality
‘No hassle’ web integration for users
True multi-client – each one unique
Massive database for complete audit
Incredibly fast response times
Implementation and Data Migration
Appoint an experienced project manager to lead the entire project
Create a detailed plan to cover every aspect of the project
Implement a communications strategy and change management process (see next slide)
Undertake detailed analysis of the current system to identify existing data structures
Migrate existing data onto a test server for training and testing purposes
Undertake training workshops to ensure that all staff are trained and familiar with the new systems
Controlling the Change Management Process
The change management process is one of the most important elements in a large complex project
All change requests will be recorded within the change log via a change request form
The PRIAM project manager is responsible for the change log
Each request will be assessed to determine whether approval will be given or not by the project team
The project manager is responsible for actioning approved change requests and determining their effect on other parts of the project
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