DiData partners with Premier Farnell to create platform for total customer management

Dimension Data, a leading international network and interactive integration services group, has formed an alliance with Premier Farnell, the global business-to-business electronics, electrical and industrial distributor, to develop the company`s new suite of integrated customer support systems and processes.

Dimension Data recently announced its intention to list on the London Stock Exchange this month and raise up to $1.25 billion.

The partnership is one of the key moves in Premier Farnell`s lb90 million "Investment for Growth" strategy to combine the best of technology and talent. The IT element, a total of lb31 million, will create a unified platform to stimulate and support the Group`s objectives for dramatic growth. Over the next fifteen months, its separate businesses will migrate onto the new technology and start to maximise Group wide capabilities in high potential markets.

The solution provided by Dimension Data i-Commerce will encompass a suite of 'best-in-class` packages integrated via the Internet with each other and with the Group`s existing back-office systems. The centrepiece - Siebel`s eBusiness Customer Relationship Management application - will provide the Group with a common view across all sales channels of its 1.25 million customers. Sales people will access a single source of information quickly and easily, greatly enhancing the quality of customer contact.

Technologies from Alcatel company Genesys will be installed in call centres to provide seamless management of transactions via all media including phone, e-mail and the web. Oracle databases will maximise reliability and knowledge management applications will enable powerful data analysis. High-level integration linking the new front-office technologies to existing back-office systems will ensure fast and accurate order processing from initial enquiry through to fulfilment.

A project team of 30 Dimension Data staff has been established on site in Chicago, with later teams at Premier Farnell offices in both London and Leeds. These teams will work directly with the Group`s own staff in the implementation of the systems. Already delivered as a launch phase to the project is an on-line shopping facility for Premier Farnell`s US company, MCM, as well as a similar facility for UK based Farnell.

Rob Taylor, Chief Executive Dimension Data i-Commerce commented: "The importance of the Premier Farnell commitment is the broad range of services required from Dimension Data. It is this type of long term contract that enables Dimension Data i-Commerce to illustrate our unmatched ability to provide an end-to-end, highly complex e-Commerce solution."

John Hirst, Group Chief Executive of Premier Farnell commented: "All our sales channels will integrate into a common backbone, with agreed rules and processes to ensure that our customers receive the same level of service and support, no matter which channel they use to communicate with us.

"To achieve this, we identified that we require a partner that understands both CRM and e-commerce, and has the proven competency in delivering large-scale software projects to budget and schedule. Dimension Data is able to provide an integrated solution with best-in-class products, at a competitive cost.

"With this project, Premier Farnell moves away from a traditional product-driven business model to one that is market-led and employs world-class technologies to support e-commerce and customer management."