ProvisionShop CRM

An Overview of
ProvisionShop

CRM

Customer Relationship

Management as an

Essential Service

Component

A ProvisionShop Document

January 2001 First Release

October 2003 Updated

An Overview of
ProvisionShop CRM

Content Summary

Page Title

4 Executive Summary

5 Introduction

6 Customer Relationship Management (CRM)

8 How it works for Business Partners (BPs)

10 How it works for End-Consumers (ECs)

Page 2 of 11 ProvisionShop CRM, January 2001

An Overview of
ProvisionShop CRM

Detailed Content

Page Title

Executive Summary
4 W h a t i s P r o v i si o n S h o p

Introduction
5 O u r M i s si on

5 Unique Qualities

5 C r e a m de l a Cr e a m

5 What is B2B(2C) ?

Customer Relationship Management (CRM)
6 What is Hybrid ASP ?

6 Why use Hybrid ASP for CRM ?

7 P r of i t i n g f r o m I n n e r S t r e n g t h s

How it works for Business Partners (BPs)
8 On the Back-End

2 Solutions

8 to 9 On the Front-End

7 S h a r e d Co s t s

How it works for End-Consumers (ECs)
10 to 11 7 Top Value Proposals

Customer Relationship Management as an Essential Service Component Page 3 of 11

An Overview of
ProvisionShop CRM

Executive Summary

What is ProvisionShop
“ProvisionShop is the resurrection of P r ov i si o n S h o p i s t h e r e s u r r e ct i on o f r e t a i l o u t l e t s, i nd i v i d u a l l y
retail outlets, individually owned,
o w n e d , t h a t w e r e s o c o m m o n i n t h e p a s t , b e f o r e t he e r a o f
that were so common in the past,
before the era of the huge and t h e h u g e a n d i n t i mi d a t i n g S u p e r / H y p e r - M a r t s. I t r e p r e se n t s
intimidating Super / Hyper-Marts. It
the e n a b l e m e nt of small business owners and their
represents the enablement of small
business owners and their operational autonomy, of which they so value, in their
operational autonomy, of which they s e r v i ce t o t h e c o m m u n i t y t h e y a r e i n.
so value, in their service to the
community they are in.”
P r ov i si o n S h o p ’ s main business focus is B u s i ne s s P a r t ne r
e n a b l i n g . G i v i n g i n di v i d u a l s h o p - k e e p e r s t h e a b i l i t y , p o w e r ,
Kenneth Kam, leverage and r e a ch they ne e d to better service their
Founder, Chairman & CEO
e x i st i n g & p o t e n t i a l c u s t o m e r s . T h i s i n c r e a s e s e a c h B u s i n e ss
ProvisionShop Pte Ltd
Partner’s chance of survival & dynamic profitability.
T o t h e c o n s u m e r s , P r o v i s i o n S ho p s y m b o l i s e s t he e c s t a t i c a l
o p p o r t u ni t y t o i n c r e a s e t h e i r b u y i n g c o n v e n i e n c e , c h o i c e &
s e l e ct i o n s a n d a t t he s a m e t im e l o w e r s s u b s t a n t i a l l y t h e i r
purchase p a y m e nt , transactional du r a t i o n and most
important of all, allows them to ride on the pride of
association with the most Modern, Innovative, State-of-Art,
One-Stop, Knowledge-Based New Economy Retail Model.


Introduction

Our Mission
“Our aim is to enable our Business O u r a i m i s t o e n a b l e o u r B u si n e s s P a r t n e r s , t o b u i l d f o r
Partners, to build for themselves a
themselves a more profitable & relevant, customer centric
more profitable & relevant, customer
centric enterprise, maximising their e n t e r p r i s e , m a x i m i s i ng t h e i r e a s e o f o p e r a t i o n , u si n g o u r
ease of operation, using our Multi-
Multi-Channel capabilities.
Channel capabilities.”

Kenneth Kam,
Unique Qualities
A n a p p r e ci a t e d & s p e c i a l q u a l i t y t h a t P r ov i si o n S h o p h a s i s
t h e a b i l i t y t o u l t i ma t e l y s a v e t i me & mo n e y f o r t h e e n d -
consumers, giving them more opportunities with t he ir
f a m i l i e s , f r i e n d s & ca r e e r s .

Cream de la Cream
P r ov i si o n S h o p h a s s e t i t s f o c u s t o b u i l d a G l o b a l L e a d i n g
“ProvisionShop has set its focus to
build a Global Leading Brand in Brand in Multi-Channel Retail E n a b l e me n t . It does this
Multi-Channel Retail Enablement. It
t h r o u g h i t s c h o i c e o f L e a di n g E x p e r t s & Co n s u l t a n t s i n t h e i r
does this through its choice of
Leading Experts & Consultants in o w n f i e l d s i n c l u di n g A s i a ’ s f or e m o s t B r a n d C o n s u l t a n t &
their own fields.”
A d v i se r , D r P a u l T e m p o r a l ( a u t h o r o f ‘ B r a n di n g i n A s i a ’ ,
‘ C o r p o r a t e C h a r i s m a ’ , ‘ S t r a t e g i c P o s i t i on i n g ’ , ‘ H i - T e c h , H i -
Kenneth Kam,
Touch’ & ‘Romancing the Customer’ e t c. ) & Business
ProvisionShop Pte Ltd Consultation through Global Top-Five Business Consulting
Group, KPMG.

What is B2B(2C) ?
B 2 B m e a n s ‘ B u s i n e s s t o B u s i ne s s ’ w h e r e t he o b j e ct i v e i s t o
s e r v i ce o t he r b u si n e s se s & p r o f i t f r o m i t .
B 2 C m e a ns ‘ B u s i n e s s t o C o n s u m e r s ’ w h e r e t h e m i s si o n i s t o
s e r v i ce t h e e n d - c o n s u m e r s f o r a g o o d r e t u r n .
P r ov i si o n S h o p r e c o g n i s e s t he i m p o r t a n ce o f e q u i p p i n g &
e n a b l i n g sm a l l b u s i ne s s o w n e r s s o t h a t t h e y c a n b e s t a t t e n d
t o t h e p r e c i s e n e e d s o f t h e e n d - c o n s u m e r s , t h u s B 2 B ( 2 C ),
‘Business to Business to Consumers’.


Customer Relationship Management (CRM)

What is Hybrid ASP ?
T h e A S P ( A p p l i c a t i o n S e r v i c e P r o v i d e r ) m od e l h a s b e e n t h e
“The Hybrid-ASP (Application
Service Provider) Model that d r i v i n g f o r c e t h a t h e l p e d b u s i ne s s e s s a v e i n t e r m s o f s h a r e d
ProvisionShop adopts eliminate the
cost of so f t w a r e & essential hardware configurations.
difficult entry barriers that prohibits
small business owners. It simplifies T r a d i t i o n a l l y , A S P s a r e r u n n e d b y D a t a - C e n t r e s a nd i s I T -
the essential business functions &
centric.
enhances the efficiency each small
business owners could ever wish to H y b r i d - A S P i s t h e p a ck a g i n g o f s h a r e d I T co s t s w i t h b u s i n e ss
have. It also give rise to building operational & k no w l e d g e costs, u nd e r an a t t r a ct i v e
quality customer relationships that
most existing small businesses
p a r t n e r s h i p p r o g r a m.
neglect due to lack to time & T h e H y b r i d - A S P m o de l c o u l d h e l p b u si n e s s e s i n c r e a s e t he i r
knowledge.”
customer relations, elevating their e n d -c o n s u m e r ’ s total
worth i.e. Life-Time Value (LTV) & leveling expenditure rates
Kenneth Kam,
Founder, Chairman & CEO i.e. Value For Money (VFM). In other words, it will enable
business owners to concentrate on running their businesses
r a t h e r t h a n s p e n d i n g t i m e m a i nt a i n i n g i t .

Why use Hybrid ASP for CRM ?
CRM, by virtue of its high price, is usually out of reach to
t h e i n d i v i du a l s m a l l b u s i n e s s o w n e r s . C o m p r e h e n si v e C R M
packages i n c l u de s Contact-Centre Ma n a g e m e n t , Front-
Office Software, CRM Modeling, Web-Collaboration,
C o m p u t e r T e l e p h o n y I n t e r f a ce & T o t a l S y s t e m I nt e gr a t i o n
etc.
T h e H y b r i d- A S P ( A p p l i c a t i o n S e r v i ce P r ov i d e r ) M o d e l t h a t
P r ov i si o n S h o p a d o p t s e l i m i n a t e t h e d i f f i c u l t e n t r y b a r r i e r s
t h a t p r o h i b i t s s m a l l b u s i n e s s ow n e r s . I t si m p l i f i e s t he
e s s e n t i a l b u s i n e s s f u nc t i o n s & e n h a n c e s t h e e f f i ci e nc y e a c h
s m a l l b u si ne s s o w n e r s c o u l d e v e r wi s h t o h a v e . I t a l so g i v e
r i se t o b u i l d i n g q u a l i t y c u s t o m e r r e l a t i o n s h i p s t h a t m o s t
e x i st i n g s m a l l b u si n e ss e s n e g l e ct d u e t o l a c k t o t i me &
knowledge.


Profiting from Inner-Strengths ?
Imagine running a typical retail b u si n e s s , serving your
“ProvisionShop brings back the joy
of owning a retail business, customers, while still bogged down with back-end support
including peace of mind and
f u n c t i o n s , f r o n t -e n d p r o c u r e m e n t s & ot h e r r e sp o n s i b i l i t i e s .
control. These kind of essential in-
ward holding strengths, gives better T h i s b e c om e s s t r e s sf u l , n o t p r o d u c t i v e , n o t e f f i ci e n t , n o t
job-satisfaction & interaction, more
e f f e ct i v e a n d d e f i n i t e l y n o t a w h o l e l o t o f f u n .
timely ‘extra-mile’ customer services
and thus resulting in good profit- P r ov i si o n S h o p brings back the joy of owning a r e t a il
generating recurring purchases from
b u s i n e s s , i n c l u d i n g p e a c e o f m i n d a n d c o n t r o l . T h e s e k i nd
these paying customers.”
of essential in-ward holding strengths, gives better job-
s a t i sf a ct i on & i n t e r a c t i o n , m o r e t i m e l y ‘ e x t r a - m i l e ’ c u s t o m e r
Kenneth Kam,
Founder, Chairman & CEO s e r v i ce s and thus resulting in good p r of i t - g e n e r a t i n g
r e c u r r i n g p u r c h a s e s f r o m t h e s e p a y i n g c u st o m e r s.
In t hi s u n- f o r g i v i n g b u s i n e s s w o r l d , the lack of in-ward
s t r e n g t h , i n t h i s c a se , c o u l d r e n d e r a l l o u t - w a r d b u s i n e s s
a c t i v i t i e s se n s e l e s s , f u t i l e , u n s u s t a i n a b l e & u n p r of i t a b l e .


How ProvisionShop CRM works for
Business Partners (BPs)

O n t h e B ac k - E n d
“ProvisionShop’s differentiated Brand A t y p i c a l sm a l l b u si n e s s o w n e r s d e a l s w i t h a t l e a s t 3 0 t o 5 0
identity & it’s strong front-end
s u p p l i e r s, i n t e r a ct s w i t h t h e m s e p a r a t e l y l o s i n g v a l u a b l e
support puts these problems into a
justifiable perspective.” t i me , p a y s t h e m s e p a r a t e l y r e d u c i n g b a d l y n e e d e d c a s h -
flows.
Kenneth Kam, P r ov i si o n S h o p ’ s H y b r i d - A S P h e l p s s o l v e s t h e s e p r o b l e m s b y
creating 2 Solutions ;

1. A One-Stop Supply & Procurement Hub i.e. ProvisionShop
Logistic Hub, where Business Partners (PBs) could have
t h e q u a n t u m b e n e f i t o f d e a l i n g w i t h o n e su p p o r t
c o n t a c t p o i n t f o r m o r e t h a n 5 0 0 s u p p l i e r s. T h i s i n d u c e s
s a v i n g s f r o m e c o n o m y o f s c a l e t h r o u g h b u l k - p u r c h a se s
a n d a c e nt r a l l o g i st i c i n f r a st r u c t u r e .

2. Proper Cash-Flow Management i.e. ProvisionShop
Finance & ProvisionShop Credit, extends desirable
b u s i n e s s - t o- b a n k c r e di t t e r m s a nd c r e di t wo r t h i ne s s , a l l
p o s s i b l e wi t h s h a r e d & s o u n d f i n a n c i a l k n o w l e d g e - b a s e .

On the Front-End
While serving paying customers, typical small business
o w n e r s u s u a l l y st r u g g l e s w i t h l ook i n g f o r hi r e d h e l p , t r a i n i n g
t h e m & wa t c h i n g t h e m g o t o a b e t t e r p a y i n g c o m p e t i t o r,
trying to implement complicated security systems & finally
deciding not to go ahead, due to cost, time & unforeseen
s t r e s s , o r ga n i s i n g l ow - b u d g e t m a r k e t i n g / s a l e s c a m p a i g n s
& r e a l i s i n g t h a t t h e y a r e n o t e f f e c t i v e , a n d t h i n k i ng a b o u t
b u s i n e s s de v e l o p m e n t … j u s t t h i n k i n g e t c .
P r ov i si o n S h o p ’ s d i f f e r e n t i a t e d B r a n d i de n t i t y & i t ’ s s t r o n g
f r o n t -e n d s u p p o r t p u t s t h e s e p r o b l e m s i n t o a j u s t i f i a b l e
p e r sp e ct i v e .


T h i s a l l o w s B P s t o t a k e u s a s “ T r u s t e d P a r t ne r s ™ ” t h r o u g h
t h e s e 7 S ha r e d C o s t , n a m e l y ;

1. Shared Business Operational Cost i.e. ProvisionShop
S y s t e m s , wh e r e B u si ne s s P a r t n e r s ( P B s ) e n j o y s i m p l e t o
u s e , f a st t o i m p l e m e n t b u s i n e s s o p e r a t i o n e x p e r t sy s t e m s .

2. Shared Business Knowledge Cost i.e. ProvisionShop
Franchise & ProvisionShop University, extending the art
o f d o i n g b u s i n e s s wi t h t h e a r t o f l e a r ni n g a n d c o n t i nu a l
perpetual improvements.

3. Shared Staff Training Cost i.e. ProvisionShop Trainees,
e n s u r i n g a g o o d f l o w o f n e w b l oo d t o s u p p l e m e nt t h e
i m p e n di n g l a b o u r s h o r t a g e s.

4 . S h a r e d A dv e r t i s i n g & P r o m o t i o n a l C o s t i . e . P r o v i s i o n S h o p
A d v e r t i s i n g , c o m b i ni n g d e p t h a n d p u n c h i n t h e r e gu l a r
p u b l i ci t y a w a r e n e s s c a m p a i g n s.

5 . S h a r e d I n i ti a l S e t t i n g -U p C o s t i . e . P r o v i s i o n S h o p S e t - U p ,
P r o v i s i o n S h o p D e s i gn s & P r o v i s i o n S h o p R e n o v a t i o n s ,
p u t t i n g c on c e n t r a t i o n , s p e e d & m o b i l i t y t o s p r o u t i ng
r e t a i l p r e se n c e i n g e o g r a p h i c a l l y d e n s e l y p o p u l a t e d,
h i g h n e e d s / hi g h t r a f f i c a r e a s.

6. Shared Customer Relationship Cost i.e. ProvisionShop
C o n t a c t C e n t r e , P r o vi s i o n S h o p C o n s u m e r S e r v i c e s , &
P r o v i s i o n S h o p B y A pp o i n t m e n t, c r e a t i n g g r e a t e r f oc u s e d ,
c u s t o m e r -c e n t r i c , l a s t i n g b u y i ng / b r a n d e x p e r i e n ce .

7. Shared Marketing Cost i.e. ProvisionShop Loyalty
P r o g r a m s , i n c r e a si n g c h a n c e s o f c u st o m e r r e t e n t i o n &
referrals etc.


How ProvisionShop CRM works for
End-Consumers (ECs)

“ProvisionShop’s strong foundation
P r ov i si o n S h o p ’ s mammoth i n f r a st r u c t u r e would be
continually supports and ensures t r a n s p a r e nt b u t cr i t i c a l t o t h e e n d - c o n s u m e r s (E C s ) . W h i l e
operational smoothness, guarantying
fuller customer-satisfaction,
E C s a r e mo r e p r e - o c c u p i e d wi t h t h e s e l e c t i o n , t r a n s a c t i on
enhanced buying & brand & a c q u i si t i o n p r o c e s s , P r ov i si o n S h o p ’ s strong foundation
experience, lowered purchase-
c o n t i n u a l l y s u p p o r t s a n d e n s u r e s o p e r a t i o n a l s m o o t h n e s s,
expenditure rate, extended multi-
channel convenience, larger g u a r a n t y i ng f u l l e r c u s t o m e r - s a t i s f a c t i o n , e n h a n c e d b u y i ng
selection & choice, quality proximity
& b r a n d e x p e r i e n ce , l o w e r e d p u r c h a se - e x p e n d i t u r e r a t e ,
customer services & of course
regained valuable family / e x t e n d e d m u l t i - c h a n n e l c o n v e n i e n c e , l a r g e r s e l e ct i o n &
individual time.”
c h o i c e , q u a l i t y p r ox i mi t y c u st o m e r s e r v i ce s & o f c o u r se
r e g a i n e d v a l u a b l e f a m i l y / i n di v i d u a l t i me .
Kenneth Kam,
In all, it hopes to win permanent patronage from ECs
ProvisionShop Pte Ltd t h r o u g h i t s B P s b y e n s u r i n g “ V a l u e ! A n y t i m e , A n y wh e r e . ™ ”
t h r o u g h t he s e 7 T o p V a l u e P r o p o s a l s ;

1. Top Value Multi-Channel Convenience i.e. ProvisionShop
S y s t e m s , i nc r e a si n g co n t a c t p o i n t s f or s m oo t h e r
c o n s u m e r s e l e ct i o n , t r a n s a c t i o n & a cq u i si t i o n p r o c e s s .

2 . T o p V a l u e B r a n d E x pe r i e n c e i . e . P r o v i s i o n S h o p B r an d ,
e x t e n d i n g t h e a r t of sh o p p i n g wi t h t h e a r t o f b u y i n g
t h r o u g h e nh a n c e d c u s t o m e r - c e n t r i c m u l t i -c h a n n e l
advantage.

3 . T o p V a l u e C u s t o m e r S e r v i c e i . e . P r o v i s i o n S h o p C u s to m e r
Care Officers, supplemented by Retail trainees to
c o m p l e t e t h e t ot a l s e r v i c e f a c t or .

4. Top Value Awareness C a m pa i g n s i.e. ProvisionShop
Advertising, combining depth and punch in the regular
p u b l i ci t y awareness c a m p a i gn s to bring home t he
message.


An Overview of 5. Top Value Retail Experience i.e. ProvisionShop Retail
ProvisionShop CRM
F r a n c h i s e , p u t t i n g c on c e n t r a t i o n , s p e e d & m o b i l i t y t o
Customer Relationship Management s p r o u t i n g r e t a i l p r e s e n c e i n a r e a s m o s t c on v e n i e n t t o
as an Essential Service Component
consumers.

January 2001 Updated October 2003

6. Top Value Customer Relationship i.e. ProvisionShop
Author: C o n t a c t C e n t r e , P r o vi s i o n S h o p C o n s u m e r S e r v i c e s , &
Kenneth Kam
P r o v i s i o n S h o p B y A pp o i n t m e n t, c r e a t i n g g r e a t e r f oc u s e d ,
c u s t o m e r -c e n t r i c , l a s t i n g b u y i ng / b r a n d e x p e r i e n ce t o
ProvisionShop World Headquarters
9, Temasek Boulevard #31-02 s e r v i ce e v e r y n e e d s & m e e t i n g e v e r y w a nt s .
Suntec Tower Two
Singapore 038989
7 . T o p V a l u e P r o x i m i ty M a r k e t i n g E n c o u n t e r i . e .
Worldwide Inquiries: P r o v i s i o n S h o p L o y al t y P r o g r am s , i n c r e a s i ng c h a n c e s o f
Phone: +65.820.2022
customer retention & referrals through an unique
Fax: +65.234.2022
c u s t o m e r r e w a r d sy s t e m .
info@ProvisionShop.com
www.ProvisionShop.com

Only ProvisionShop’s Complete
Retail Strategy can enable you to
build better business value & be
closer to your customers.

ProvisionShop
is a trademark of
ProvisionShop Pte Ltd,
the Holding Company.

Various product and service names
referenced herein may be
trademarks of ProvisionShop Pte Ltd.
All other product and service names
mentioned may be trademarks of
their respective owners.

Copyright © 1999 - 2001
All rights reserved.


ProvisionShop CRM

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