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Technology

At the heart of ProLog is technology. From its inception in 1996, ProLog has utilized automated picking technology to deliver the fulfillment quality and service expected by its clients. Since that time, ProLog has remained a technology leader in outsourced services, developing its own feature-rich, integrated software. Written utilizing .Net technology and web services, ProLog’s technology platform is both contemporary and flexible. ProLog employs several in-house Information Technology (IT) professionals for the on-going development and maintenance of a wide range of applications, including:

Warehousing, Fulfillment and Purchasing Execution

At the core of ProLog’s IT infrastructure is its ProWares operating system. This system is used throughout the operation for receiving product deliveries, capturing and dispatching client orders, picking and checking orders, manifesting shipments, facilitating product replenishment, and guiding all automated warehouse equipment.

Inefficient paper-based picking is not to be found in the ProLog warehouse (except at the final step when a client-customized packing list is printed for each order). Instead, ProLog deploys wireless radio frequency (RF) hand-held computers to guide all distribution center operations. From receiving products to picking orders, all instructions are passed to Warehouse Associates via their RF hand-helds. Every warehousing step is thoroughly documented and journaled in the ProWares system through the use of bar code scanners incorporated into the RF hand-helds. All outbound orders receive 100% inspection by scanning every product barcode in each shipment prior to final packing and shipping.

In addition to RF hand-helds, ProLog also deploys several automated material handling carousels in the picking process. These automated carousels store client products, and when directed by the ProWares system, spin to the appropriate location to “present” the product to be picked to the Warehouse Associate. Coupled with the carousels is a pick-and-put-to-light technology that digitally displays to the operator which item to pick, how many to pick, and where to place the item. Each Associate working within a pod of carousels can pick up to 16 orders simultaneously with extreme accuracy and efficiency.

Although highly streamlined, the ProWares system supports a broad array of customized client requirements, such as:

E-commerce Integration

The ProWares system, written with web services, allows ProLog clients to seamlessly integrate their inventory and shipping data into their on-line store. Similarly, orders that have been authorized by a client web store can be automatically placed into the ProWares database for dispatching and fulfillment by ProLog. Once orders are shipped by ProLog, automated and customized e-mail notifications can be sent to client customers with order and tracking information included.

To facilitate this “seamless” environment, ProLog makes available a complete library of web service “calls” that can be executed by any client at any time. Thus, clients’ IT teams find integration with ProLog to be an easy exercise, in that all of the required interfaces are already written and available for execution.

The result of this “seamlessness” is ultimately manifested in a client’s web site delivering accurate, dependable and real-time data, thus improving the overall customer experience.

Customer Relationship Management

As a module of ProWares, ProLog has developed a Customer Relationship Management (CRM) system for use in its customer care and client sales operations. This CRM tool allows ProLog to track every customer interaction, be it through phone, fax, or e-mail. All customer interactions are logged by Customer Care Associates such that ProLog’s clients have complete visibility into their customer interactions. The CRM tool also tracks outbound correspondence (phone, e-mail and fax) so that within a single customer record both ProLog and the client can view a comprehensive record of a customer’s interaction with the company.

The CRM tool can be populated with client Frequently Asked Questions or other technical information, allowing ProLog’s Associates to deliver accurate and timely information to a client’s customer. In addition, the system will allow for every interaction to be “tagged” based on the category of the service event. In so doing, clients can review all customer interactions by category as well as by individual customer.

Keeping with the development philosophy of ProWares, the CRM tool seeks to deliver a full range of customized client features, including:

Client Portal Access

ProLog supports the view that a client’s data resident at ProLog should be fully visible and accessible to each client. Equally so, ProLog is committed to providing its clients the necessary on-line tools to manage their out-sourced functions remotely, if they choose to do so.

To facilitate this orientation, ProWares has been developed with full on-line accessibility via the internet. So at any hour of the day ProLog’s clients can log into ProWares and can:

Aside from routine requests, the ProWares client portal also includes a “ticketing” tool in which clients can submit unique requests requiring ProLog follow up. These requests can include such things as performing a cycle count on a warehoused item or following up on a specific customer interaction. Once received and executed, the same ticket is used to respond to the client, thus creating accountability and traceability for every client request.