An overview for

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

Page 21 in order options!

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

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 automatedLinks 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 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

CRMagic definition

CRMagic user screen

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

Promotions editor

Creates definable benefits based on definable criteria

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

Stock record

Stock inquiry

Provides complete audit trail

Multi-dimensional items

Allows up to 8 dimensions

Numerous analysis reports

Multiple warehouse – (local and remote) Bins/Put-away list handlingPicking by numerous criteriaIntelligent handling of picking shortagesOptimum pick runsDrop shipment handling

Warehousing

Picking

View orders in their differing statuses

Picking

Picking selection

Picking lists

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

Reporting

Emailing reports

EPOS system

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

Thank you for your time

End of presentation