Primanet

Customer Services

Customer services is an ever increasingly important part of modern business - it goes beyond the traditional mail order process and is now aimed at building a partnership with your customers that sees them increase their regularity of visits, increase their average spend on each visit and, importantly, continue to shop with you and not one of your rivals. The PrimaNet customer services module is focused on supporting your advisors by providing them with accurate, up-to-date, relevant information in a single module/screen. Using the latest technology, the screens can be configured to meet the specific requirements of your business or indeed of individual users.

For example, in addition to being able to process orders quickly and efficiently, an operator could set up the screen to view the same web pages as the customer in order to be able to add valuable advice and guidance, access specific internal product information, process payments including the use of credit cards and gift vouchers, view and edit customer notes, view customer order history regardless of which channel the customer previously purchased goods etc. The importance of high quality, easily accessible information should not be underestimated.

The system operates around the day to day customer service advisor (CSA) activity, with an easy to use interface, configured to support the specific functions required for each level of user. The system fits the way that CSAs work in each different scenario, whether taking orders, handling queries or returns processing. 

A consumer may choose to buy something from a catalogue, return it to a store & buy a replacement on the website. The CSA can intelligently react to customer queries relating to orders through any sales channel;

  • Delivery status & tracking via courier
  • Orders – launches product web page with details and availability
  • Returns & Credits – dealt with on-screen
  • Completion of incomplete orders from the e-commerce channel
  • Up-selling – a promotions engine displays relevant offers and recommended products
  • Payment handling – PCI compliant

As a multi-channel system, Primanet presents users with a single view of real time stock availability. This means that, whichever channel a customer is using at the time, CSAs have access to all relevant product, customer and order history details, enabling them to provide a first class shopping experience for their customer.

Designed with direct input from existing customers, specifically around how the CSA works, the single user interface eliminates the need to access different systems and is very easy to use and learn, which minimises training time and costs.  This also means that different groups of users can be set up with access to either simple or more complex functionality as required, such as out-of-hours operators who may just need to be able to process orders.

Key Benefits

  • A faster response to customer queries
  • Increased revenue through pro-active sales promotion
  • Improved business management information – reports from a single set of data
  • A first class buying experience for customers – increased customer loyalty
  • Supports additional business growth without increased overhead
  • Minimal ongoing training costs through intuitive, role-based interface
  • Multi-channel stock management
  • Multi-channel sales analysis
  • Customer focused marketing
  • Easy customer add facility
  • Analysis of campaign effectiveness
  • Multi-measure sales performance - Demographic/Gender/Region/Product
  • Standard PrimaNet® interface

Key Features

  • Standard PrimaNet® integration
  • Customer email order confirmation
  • Customer add and update during sales order entry
  • Auto handling of postage/delivery/handling charge
  • Multiple delivery addresses
  • Integrated CRM
  • Campaign Management
  • Ability to recognise marketing campaigns/source of order
  • Promotions/Special price management
  • Secure payment environment
  • Multi-channel stock management
  • Integrated order fulfilment
  • Optional stock visibility of next available dates for out of stock items
  • Integrated, multi-channel sales analysis
"The system adds a new dimension to our customer interaction and service. Our CSA's can operate more proactively and efficiently, which allows us to grow the business with limited additional overhead as well as generate more profitable and loyal customers longer term."
Joules