An overview for The Company First customer

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 B 2 B and B 2 C 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 Warehousing & Distribution Database and programs CRMagic Sales Order Processing Purchasing Marketing (call centre scripting) 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 3 rd 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 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 § Useful to : Creates anything from the simple flyer page to the Amazon level e-commerce site 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

Script File Telephone Interface Browser-based order form Call Centre Orders File Script Definition Delphi Stock / Customers / Charging Fulfilment (ERP/CRM) SOP 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 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