PRIAM Demonstration

1
An overview for
2
The Company

• First customer 1991
• 22 staff expanding, devolved management
• Stable not reliant on new sales
• Profitable own town centre offices
• Ambitious development plan (merger plus
  international)
• Offer service based on product

3
PRIAM One Stop Supplier

• Systems design
• Bespoke development
• Web design studio
• Hardware, network setup hosting
• Consultancy project management
• Training
• Support

4
First class support

• 10 strong development team
• 6 strong dedicated support staff
• Project managers trainers
• Web view of support status
• Offer 24/7 support
• SLA contract

5
Prestigious customer base

• Book Club Associates (BCA) book club e-comerce
• Readers Union mail order, shop, e-commerce
  book club
• Edition-Peters publishing house based in
  Frankfurt, New York London mail order
  e-commerce
• Tottenham Hotspur FC mail order, membership
  e-commerce
• Coopers of Stortford - mail order
• Fashion Direct - fashion mail order EPOS
• Confetti Celebrations mail order e-commerce
• Simply Thank you flowers, chocs, gifts for bank
  clients mail order e-commerce

6
Fulfilment House Partners

• GSI ecommerce (Zendor)
• Groundwell Logistics
• EC Logistics Group
• Inkfish / Domestic General
• US Eurolink
• OTM Group / ADM
• Enterprise Department
• Tricord (N.Ireland)

7
Fulfilment House Clients

• Early Learning Centre / (Mothercare)
• Peacocks
• Woolworths
• FIFA
• Achica
• Government Depts DTI , ACAS, Manpower, Food
  Standards, Environmental Health, Financial
  Services
• Reiss
• Sony (Playstation)
• Porsche (accessories)
• Rodale (continuity system for mens health
  magazines)
• Sunday Times Publications (Air Miles
  subscriptions)
• Ordnance Survey
• British Airways
• Greeting Cards Direct (continuity system)
• Scottish Newcastle (UK International)
• TV shopping channels (Thane Sirius)
• British Gas

8
Early Learning Centre

• 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

9
Mass fulfilment system

• PRIAM is not a mail order system
• PRIAM is an integrated suite of products which
  include mail order
• PRIAM offers
• true multi-client processing
• complete user definability
• unrivalled functionality over many market sectors
• mainframe database of unlimited size and super
  performance
• integrated and immediate

10
PRIAM Product Range
CRM Sales Manager
ERP
Customer services
appease e-commerce
Database and programs
Warehousing Distribution
CRMagic (call centre scripting)
Sales Order Processing
Purchasing
Automated business processing/work flow
Marketing
Database
Stock Control
CRM
Accounts
11
Scope of Software

• Full multi-channel ERP system (multi-client,
  multi-warehouse, multi-lingual, multi-currency,
  multi-cost centre)
• Fully integrated e-commerce solution with content
  management system
• CRM front end integrated with Office, email and
  any Windows applications.
• Automated business processes for CRM/ERP
• Browser based scripting (CRMagic)
• List management

12
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

13
Form of software

• PRIAM has a central database with one set of
  computer programs
• Users can simultaneously use different types of
  entry into the above
• text based entry for rapid mouse-less/old
  hardware use
• graphical entry for mouse-less use but links to
  Windows
• sophisticated graphical programs for clearer
  setups, links to email, CRM, office, pictures etc
• web interface for remote 3rd party access
• note that text based system still uses subset of
  data and functionality

14
Definability

• Hundreds of configuration tables
• Thousands of switches/parameter sets
• Reports by numerous views

15
Page 21 in order options!
16
Coupon response example

• Defaults from operator table
• 7 visible values from definable tables
• Other values from non visible tables e.g. courier
  selected
• (by postcode and weight)

17
CRM Sales Manager

• Fully integrated contact management and customer
  service linked to PRIAM ERP and CRM
• Triggers from ERP to automate business processes
• Links to email, SMS, Word, Excel
• Automated routing of incoming emails
• Links to full ERP system
• Powerful sales prospecting tool

18
CRM Sales manager entry
From here you can access any information re.
customer You can undertake any process (subject
to status) You can define data elements for
customer
19
Ability to define data
20
Customer documents
Can hold scanned letters, forms, documents,
pictures etc
21
Customer services

• Handles all customer problems
• Automated responses to problems/queries
• Complete audit trail of events
• Operator time logging
• Full reporting

22
Customer services

Responses to problems automated Links to
procedure documents and knowledge tree Access to
all (ERP) processing functions
23
Powerful letter editor

• Incorporates graphics and tables
• Incorporates ERP data

24
Triggers

• Automate CRM activity from Customer services or
  from ERP activity
• Operator activities sent to task bar

25
Triggers automate actions
26
Problem categories

• Automated response to problems

27
Problem sub-categories

• Note Business Process that is invoked
• If attrition rates required then have results

28
email routing
29
complete royalties management

• Royale is built into PRIAM and handles
• Writer contracts
• Licensing
• Production
• Royalty collection
• Royalty distribution
• Web access to royalty statements
• Parts rental

30
Seamless e-commerce
PRIAM web server connecting to back office PRIAM
database
Web Server
PRIAM Server
Firewall
Internal Network
World Wide Web
PRIAM Database
31
e-commerce technology

• 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

32
e-commerce functionality

• 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

33

• 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

34
Website Creation
PRIAM Business Modules
Content Modules
Call Centre
Orders File
Stock / Customers / Charging
Fulfilment (ERP/CRM)
35
Whats in ?

• Marketing management through Google analytics and
  numerous reports
• SEO search engine optimisation features
• News, chat and feedback modules
• Unlimited control over stock categorisation
• Views of web site content varying with user class
• Various management utilities

• Multi-company and multi cost centre site control
• Multiple pre-defined templates to control each
  page
• Style sheet integration and management to
  customise content
• Sophisticated content management editor
• Drag and drop business module links

36

• Sites

• Examples of appease ecommerce sites
• http//shop.tottenhamhotspur.com
• www.confetti.co.uk
• www.primaryteaching.co.uk
• www.primaklasse.de (German language site)
• www.editionpeters.com
• www.lifesaversdirect.co.uk
• www.rucraft.co.uk
• www.rubooks.co.uk
• www.bfcdirect.co.uk
• www.booksdirectbargains.co.uk

37

• 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

38
Browser-based order form
Telephone Interface
Script File
Call Centre
Orders File
Script Definition
SOP
Stock / Customers / Charging
Delphi
EPOS
Fulfilment (ERP/CRM)
Web
39
CRMagic definition
40
CRMagic user screen
41
PRIAM ERP
CRM
Warehousing Distribution
Stock Control
Marketing
Purchasing
Accounts
Sales Order Processing
Database
42
Database

• 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

43
Marketing

• Full, definable campaign analysis
• Extensive media analysis
• Offers driven by media code
• Financial analysis of different roads to market
• List management with selections by any criteria
• Mass emailing

44
Database marketing

• Marketing activities based on ERP data
• Selections/lists from profile and source codes
• Selections from ERP programs e.g. RFV, products
  bought/not bought etc
• Selections from Query language
• Selections processed through mail merge, email,
  tasks

45
Offers, Benefits, Discounts

• Simple to use set up for offers
• Handles every conceivable offer / benefit
• Source code driven or not

46
Promotions editor
Creates definable benefits based on definable
criteria
47
Order Processing Areas

• Mail order
• Business to business
• Coupon response
• Continuities
• Subscriptions
• Brochure handling
• Membership / club

48
Order Processing Features

• Trade or consumer from same screen multiple
  price lists
• Full CRM - operators can handle any customer
  request
• Triggers to automate processes
• Orders driven by previously defined benefits /
  discounts
• User defined couriers carriage costs
• Multiple payment methods
• Post Office file for quick addressing
• Credit card authorisation charging
• Multi-currency

49
Back Order Handling

• Automatic allocation of any stock to backorders
• Automatic handling of letters and refunds to
  unfulfilled backorders
• Immediate on-line tracing of shortages

50
Returns and Refunds

• Miscellaneous refunds
• Order refunds
• Mail order returns
• Returns requiring authorisation
• Supplier returns
• Returns collection

51
Stock Handling

• All stock movements linked to accounts
• Multiple dimensions for stock
• Sets / Bills of materials / components
• Serial number identification
• Perpetual stock taking
• Purchase order processing / forecasting
• Full audit trail on every stock movement

52
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

53
Stock record
54
Stock inquiry

• Provides complete audit trail

55
Multi-dimensional items

• Allows up to 8 dimensions
• Numerous analysis reports

56
Warehousing

• Multiple warehouse (local and remote)
• Bins/Put-away list handling
• Picking by numerous criteria
• Intelligent handling of picking shortages
• Optimum pick runs
• Drop shipment handling

57
Picking

• View orders in their differing statuses

58
Picking

• Picking selection

59
Picking lists
60
Despatch

• 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

61
Accounts

• 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

62
Reporting

• Over 300 reports all with many parameters
• 35 marketing reports
• 35 sales analysis reports
• Nominal Ledger report writer
• ODBC links to Crystal Reports, Excel etc
• Can be scheduled intelligently
• Reports can be emailed
• Produced to excel or file formats
• Can be generated over internet by clients

63
Reporting
64
Emailing reports
65
EPOS system
66
Database

• ANSI Standard implementation of M
• programming language / database
• Platform and operating system independent
• Choice of database
• Full scale high speed mainframe database runs
  under any operating system
• Used on largest network in world and major
  systems e.g. Ameritrade
• Front end uses php and Delphi .net

67
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

68
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

69
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

70
End of presentation
Thank you for your time