Many software houses make extravagant claims for the products they offer.
PRIAM has traditionally maintained an extremely low profile, avoiding over-statement and aggressive selling. Nonetheless, it has attracted a most prestigious customer base of mail order companies and fulfilment houses - due only to having an excellent product and heavy emphasis on support. Building on this base we have spent the last 2 years upgrading the software that had been successfully running large operations since 1991.
The result is a confidence that we now have a software system for fulfilment houses that completely outshines any other product. We will explain why in just a few sentences.
PRIAM allows fulfilment houses to meet all the needs of all their clients now, and allows them to respond to the changing needs of new and existing clients. This is achieved through the following unique combination of products and characteristics:
PRIAM ERP/CRM Software
Over 15 years we have developed an integrated business package of over 2,000 separate programs to handle all the needs of fulfilment houses. These programs handle all areas of selling, stock control, marketing and accounting. In addition, the emphasis on customer relationship management (CRM) has resulted in a system that allows any operator to responsively handle any customer request.
PRIAM is genuinely multi-client, allowing completely separate rules for each client yet optionally combining them for picking, despatch and credit-card handling.
Handling Niche Markets
PRIAM has been extended to handle the needs of specific marketplaces. These include sectors such as fashion with its multiple dimensions, mobile phones with several serial numbers, charities with donation handling etc. Moreover it allows for the complex processing associated with continuities, subscriptions, membership, rentals, multiple-brochure handling, air miles processing and even the management of wedding lists.
With this range of functionality, fulfilment houses need never turn away prospective clients.
CRMagic - CLI Scripting Interface
We have called our latest development CRMagic and this provides the missing link for most fulfilment houses.
CRMagic starts in the phone system, recognising the number called and the number calling. This immediately switches the call-centre operator into the correct client/offer and displays the caller details if appropriate. The operator is now driven through the order-taking/CRM process by scripts that can even be set up by the fulfilment house clients! The client can ensure that their services are being handled in the most exacting manner they require.
An additional advantage here is that the fulfilment house is not only promising their clients complete quality control from call-centre staff, but can also offer mail order companies an overflow service. The response is always guaranteed. CRMagic is not a stand-alone product though - it seamlessly links to the full PRIAM ERP suite of programs for picking, distribution and accounting. It is this combination which puts our offering in a class of its own.
Client reporting over the internet: Many clients of fulfilment houses complain that they cannot obtain timely, detailed information on the progress of their campaigns. Webview is a tool that allows them to run and download management reports and queries through the internet. So no special links are needed - from their home, office or hotel the latest information is available.
Remote Management: Webview also allows for clients to set up campaigns, offers, new products etc over the internet. This gives them the confidence to launch campaigns at short notice, and removes mundane processing from the fulfilment house.
Many clients now require an e-commerce capability to support the call centre operation.
PRIAM contains a seamless interface from the web directly into the back office system. So anything PRIAM software does in the call centre can be achieved over the web. This ranges from intelligent stock selections, quick addressing, credit card processing, offer handling, previous order inquiries etc. The processing allows for both new and existing customers with differing price lists.
All of this is supplemented by a powerful e-mailing system. PRIAM e-commerce is used by many mail order companies, fulfilment houses and government departments and covers the areas of standard mail order, gift selection, brochure handling and fashion. We maintain that its functionality is wider than that of Amazon's but at nowhere near the cost!
We also have an in-house design team to develop sites from the ideas level up.
For those fulfilment houses who have ventured into the realm of list handling and mailings we have developed Mail Manager. This is a suite of programs handling the import and export of lists, reformatting and deduplicating them, making selections and outputting them to all Royal Mail services.
The advantage of Mail Manager over older systems is the use of a very fast database, which enables the processing to keep up with the speed of modern printers.
To handle the needs of the larger fulfilment houses where hundreds of operators could be processing orders for dozens of different clients requires a full-scale, high-speed and resilient database. We have this in an integrated language and database called M. This outstrips Oracle and other leading databases in performance and scale. It has been used for over 30 years and supports the largest network in the world and some of the heaviest transaction processing. (Fuller detail is supplied in a separate document.)
This technology runs under virtually any operating system e.g. Windows, UNIX, Linux, VMS, which allows users to upgrade hardware if required to machines more powerful and resilient than Pentiums.
PRIAM clearly covers an enormous range of functionality and versatility. It is also parameter driven throughout and allows for the setting up of new clients from within the fulfilment house.
However we are a systems house and continuously upgrade our product through developments for new and existing clients. So should you have a requirement that is not covered within PRIAM then you can be reassured that it will be. We are not software distributors but designers and authors and therefore have complete control over the direction of, and developments in, the product.