Case Study: GSI Commerce achieves scalable multi-channel fulfilment and enhanced customer service with Aptean Priam

GSI Commerce - Customer Case Study

GSI Commerce, a leading UK provider of multi-channel distance shopping solutions, needed a single, flexible system to run e-commerce, call centre and fulfilment operations for clients like Early Learning Centre while coping with large seasonal peaks. To meet that challenge GSI deployed the Priam software platform from Aptean Priam — including the Priam fulfilment and e-commerce platform and Priam’s CRM Sales Manager with its Knowledge Tree — to integrate web, catalogue, telephone orders, payments, warehousing and marketing data.

Aptean Priam’s solution provided real‑time stock visibility, automated carrier labelling and tracking, integrated payment processing, enhanced call‑centre contact management and analytics, and marketing/Reporting tools. The implementation enabled the call centre to resolve the majority of queries first time, support store reservations and added services (eg gift‑wrap, Saturday delivery), and scale operations to treble capacity at Christmas, while giving GSI Commerce the data and campaign tools to boost customer recruitment and retention.

GSI Commerce

John Garrick

Chief Technology Officer