Meet Rebecca Griffiths, Founder & CEO of Primis, A New Retail Platform Focused on CX

TechRound spoke to Rebecca about what led her to found Primis, how the company has evolved and what the future holds.

Tell Us About Why You Founded Primis

Revolutionising eCommerce Beyond the Buy Button I founded Primis with a clear vision: to transform the post-purchase eCommerce landscape. After years of working across multiple eCommerce SaaS providers, I recognised a critical gap in the market for a truly integrated, customer-centric solution. Our mission emerged from seeing firsthand how things could be done better, particularly in the crucial moments after a customer clicks ‘buy’.

How Does Primis Stand Out

Primis stands apart as a comprehensive platform that: 

• Streamlines post-purchase communications through sophisticated order tracking and updates
• Optimises delivery rates across multiple carriers and regions
• Powers intelligent returns management with revenue retention at its heart
• Leverages AI for actionable customer insights and predictive analytics
• Enables seamless expansion into new markets with localised solutions

What truly excites me is our unique position to help retailers expand into emerging markets while significantly reducing final-mile costs. Our AI-driven approach doesn’t just process returns – it actively works to retain revenue and build brand loyalty through intelligent exchange suggestions and personalised customer communication. 

How Has The Company Evolved Over The Last Few Years?

Since securing investment from Fuel Ventures, we’ve experienced remarkable growth that has exceeded our initial projections: 

• Added 10 key team members across technology, customer success, and market development
• Planning 10 additional strategic hires in 2025 to support our expansion
• Strengthened our market position through strategic partnerships with leading carriers & 3PL partners
• Enhanced our platform capabilities with cutting-edge AI implementations
• Developed robust solutions for cross-border commerce challenges

Working with Shiv and the Fuel team has been transformative, providing not just capital but invaluable strategic guidance that has accelerated our development. 

What Is Your Vision For The Future?

Our ambition is to redefine what an eCommerce technology platform can achieve. We’re building a centralised solution that empowers retailers to: 

• Deliver exceptional post-purchase experiences that strengthen brand loyalty
• Increase customer lifetime value through data-driven engagement
• Make informed decisions based on comprehensive analytics
• Scale into new markets efficiently with localised support
• Optimise operational costs while improving customer satisfaction
• Transform returns from a cost centre into a revenue opportunity

What Have You Learnt On This Journey?

Throughout this journey, I’ve learned that success in entrepreneurship comes from: 

• Persistent determination in the face of challenges
• Building the right team with complementary skills and shared vision
• Maintaining emotional resilience when facing setbacks
• Focusing on long-term vision while executing short-term goals
• Creating sustainable relationships with partners and customers
• Embracing innovation while maintaining operational excellence
• Building personal connections with like-minded entrepreneurs who build each other up and support each other

As we look ahead, we are positioning Primis to become the leading eCommerce technology platform, fundamentally changing how brands interact with customers after purchase. We’re not just solving today’s challenges – we’re anticipating and shaping tomorrow’s eCommerce landscape through innovative technology and unwavering commitment to customer success. Our goal is to empower retailers with the tools and insights they need to thrive in an increasingly competitive digital marketplace. By combining advanced technology with deep industry expertise, we’re creating solutions that deliver measurable value to both retailers and their customers, setting new standards for post-purchase excellence in the eCommerce sector. 

Through innovative technology and unwavering commitment to customer success, we’re building the future of post-purchase experiences, one transaction at a time.