• Manages both prospects and customers
• Customers can be B2B or consumers, companies or individuals
• Intelligent searching to locate database entries
• Has a nested database structure so a company can have unlimited contacts and unlimited branches. Branches can also have unlimited contacts
• Integrated with the Post Office Address file for quick addressing
• Database fields are defined by the individual user
• Create ad-hoc or template letters and emails. Merge data from the ERP system to automate communications
• Store and retrieve any type of document in a single area
• Record all customer interactions with a comprehensive notes facility
• Display all events (transactions) that have occurred
Basic details
• Records name and address detail, with full integration with quick addressing software and de-duplication
• Provides user definable fields for contact details to record telephone, fax, mobile phone, email address, web address and other details
• Area defined either geographically or by for example industry sector
• Account type e.g. major account, education sector (again all definable)
• Source code
• User definable comments
Customer processing and events
Customer processing and events provide the customer service agent with a complete picture of the customer's details and history. Events allow the agent to drill down into the PRIAM database to display all transactions relating to a customer.
Customer processing provides access to all of the customer transaction processing screens contained with the PRIAM ERP system.
The events window displays all of the dealings that have taken place against a customer record. Examples of events are any type of transaction that occurs against the customer record. This includes:
• When the record was first created
• If a letter or email has been sent
• If a document or note has been added
• Details of sales orders, despatches or sales invoices
Double clicking on the event record allows you to drill down into the detail of the event.
Customer processing allows the operator to open any of the transactional based processing screens available within the PRIAM ERP system. This includes screens such as Sales Order Processing, Returns Processing, Catalogue Requests and many more. Access to these screens can be controlled and restricted by user or user group.
Recording multiple contact records is essential to both sales prospecting and CRM.
Contact Manager allows you to create an unlimited number of contact records or to link existing contact records into the current company. One contact can belong to multiple companies / individuals.
Adding a new contact is similar to adding basic details but captures data relevant to individuals.
Information such as title, forename, surname and salutation are all individual fields, allowing for separate accessing of data.
Information that can be recorded in a contact record includes:
• When the record was first created
• If a letter or email has been sent
• If a document or note has been added
• When the record was first created
• If a letter or email has been sent
• If a document or note has been added
• Details of sales orders, despatches or sales invoices
A contact record can belong to multiple companies.
Branch details can be recorded within Contact Manager. An unlimited number of branch records can be added, existing branches can be linked into the current company and one branch can belong to multiple companies.
A branch can have an unlimited number of contact records.
A branch record has all of the functionality available for an individual or company record including:
• An unlimited number of contact records per branch
• User definable additional details and profiles
• Single shot or template letters
• Multiple documents to be stored in a single area
• Comprehensive free format notes
• Single shot or template emails
• Create tasks automatically or manually and assign goals and results
• Links to the PRIAM back office system
Any database system can only offer a limited number of data fields or elements which often leads to users having to use comment boxes or putting data into 'the nearest alternative'.
Contact Manager allows you to create your own data fields using either the Additional Details function or via Profiling. Here you can create an unlimited number of additional tables.
Each table can contain as many data fields as you want and these can allow for multiple predefined responses e.g. area of business above. Behind each response is a profile that is added to the contact detail so the detail is not just memo. The database can now be segmented by the profile added from the response so the mailing program can select all retail customers for example.
It is also possible to have view only fields which are calculations based on the back-office database record for the contact e.g. order value divided by orders over time. This is achieved through a calculator that references all of the ERP database!
Behind every transaction, process or response for a contact can reside a different profile which allows you to make selections in the database.
Powerful selection criteria can be applied to segment and extract profiled data from the PRIAM database.
Contact Manager allows you to automate the process of creating and maintaining letters for companies or individuals.
Letters can be created on an ad-hoc basis (single shot) or via existing templates. Templates are created using the template editor or imported from existing documents.
The PRIAM database can be accessed to mail merge any existing data into single shot or template letters. This includes:
• Account balance and credit card details
• All name and address details
• Information from transactional files such as orders, delivery and despatch notes
MS Word, WordPad or Star Office can be used as the letter editor. Letters can be displayed and filtered by date or author.
Contact Manager will store and retrieve any type of document in a single, easily accessible area. Different document types can be stored, for example Word, PDF, Excel spreadsheet, JPG. Documents can be filtered and viewed by date, author or whether they are incoming or outgoing.
In a sales prospecting environment ensuring that all customer contacts are recorded is vitally important. This area allows you to create comprehensive notes for all customer interactions.
• Create an unlimited number of customer notes
• Different types of notes can be created by the user for example complaint, query or customer service
• Notes can be filtered according to the type, date created or author
Emails can be sent and received directly from Contact Manager. The email system links to any email server.
By default emails are sent to email addresses that are specified within the company / individual record. Other addresses can be added manually. Emails can include multiple contacts and also carry attachments.
In exactly the same way that letters are handled emails can be created on an ad-hoc basis (single shot) or by using an existing template. Emails access the same templates as letters and are created using the template editor.
The PRIAM database can be accessed to mail merge existing data into template emails in the same way that letters are able to access the PRIAM database.
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