An overview for
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
PRIAM – One Stop Supplier
Systems design
Bespoke development
Web design studio
Hardware, network setup & hosting
Consultancy & project management
Training
Support
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
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
Fulfilment House Partners
GSI ecommerce (Zendor)
Groundwell Logistics
EC Logistics Group
Inkfish / Domestic & General
US Eurolink
OTM Group / ADM
Enterprise Department
Tricord (N.Ireland)
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 men’s 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
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
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
CRM Sales
Manager
PRIAM Product Range
ERP
Customer services
appease
e-commerce
Database and programs
Warehousing & Distribution
CRMagic
Sales Order Processing
(call centre scripting)
Purchasing
Marketing
Automated business
processing/work flow
Database
Stock Control
Web view
CRM
Accounts
Point of Sale
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
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 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
Definability
Hundreds of configuration tables
Thousands of switches/parameter sets
Reports by numerous views
Page 21 in order options!
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)
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
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
Ability to define data
Customer documents
Can hold scanned letters, forms, documents, pictures etc
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 automated
Links to procedure documents and knowledge tree
Access to all (ERP) processing functions
Powerful letter editor
Incorporates graphics and tables
Incorporates ERP data
Triggers
Automate CRM activity from Customer services or from ERP activity
Operator activities sent to task bar
Triggers automate actions
Problem categories
Automated response to problems
Problem sub-categories
Note Business Process that is invoked
If attrition rates required then have results
email routing
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
Seamless e-commerce
PRIAM web server connecting
to back office PRIAM database
In House PC
Web Server
Firewall
In House PC
In House PC
PRIAM Server
Internal Network
World Wide Web
PRIAM Database
User
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
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
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
Website Creation
PRIAM
Business
Modules
Content
Modules
Call Centre
Orders File
Stock /
Customers /
Charging
Fulfilment
(ERP/CRM)
What’s in
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
?
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
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
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
Telephone
Interface
Browser-based
order form
Script File
Call Centre
Orders File
Script Definition
Delphi
SOP
Stock /
Customers /
Charging
Fulfilment
(ERP/CRM)
EPOS
Web
CRMagic definition
CRMagic user screen
PRIAM ERP
CRM
Warehousing &
Distribution
Stock Control
Marketing
Purchasing
Accounts
Sales Order
Processing
Database
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
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
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
Offers, Benefits, Discounts
Simple to use set up for offers
Handles every conceivable offer / benefit
Source code driven or not
Promotions editor
Creates definable benefits based on definable criteria
Order Processing Areas
Mail order **
Business to business
Coupon response
Continuities
Subscriptions **
Brochure handling
Membership / club **
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
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
Returns and Refunds
Miscellaneous refunds
Order refunds
Mail order returns
Returns requiring authorisation
Supplier returns
Returns collection
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
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
Stock record
Stock inquiry
Provides complete audit trail
Multi-dimensional items
Allows up to 8 dimensions
Numerous analysis reports
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
Picking
View orders in their differing statuses
Picking
Picking selection
Picking lists
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
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
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
Reporting
Emailing reports
EPOS system
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
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
End of presentation
Thank you for your time