Customer Relationship Management System

Concepts

• software package
• horniman's customer data
• customer relationship management system
• inception of our current crm system
• information systems
• array of customer information
• customer's data
• customer emails
• point of the customer
• crm system

Location

Description

Since the inception of our current CRM system in 2014 our combined membership and ticketing revenue has grown by 165%. It is vital that we protect this income, while finding new ways of generating more income in a cost effective way. A new CRM is key to unlocking a great deal of potential income we are currently unable to access. The Horniman's customer data is currently stored in seven databases, which means a customer's data can be potentially stored on all seven if they have bought tickets, joined as a member, donated money, signed up to the mailing list, or are involved in education: • RecreateX - ticketing and memberships, including Benefactors • Raiser's Edge - fundraising, including Benefactors • MailChimp - customer emails and contact preferences • Schools Database (FileMaker) - schools details • Donorbox - donations made online and Benefactors who renewed or joined during the closure • Survey Monkey - on-line forms and post event surveys • Spreadsheets - an array of customer information which cannot be stored on any of the above databases or staff find easier to manage outside these We are seeking to consolidate this data into one manageable system. The Horniman would like to migrate to a CRM system which allows us to see each interaction across every area of activity and each point of the customer's journey with us. Formal tender submissions must be received by 19th March 2021, 5pm.

CPV Codes

• 48000000 - Software package and information systems

Indicators

• Contract is suitable for SMEs.

Other Information

Tender submission should be made through email to Lee-Anne Inglis, Systems and Data Officer, lainglis@horniman.ac.uk Receipt of submissions will be acknowledged by email. Further details on CRM objectives, project scope, tender submission requirements and selection criteria are set out in the invitation to tender document. Invitation to tender Customer Relationship Management System Tender Document v1_Final.docx Anti-fraud and bribery statement Procurement - anti-fraud and bribery statements (002).docx Horniman Terms and Conditions Horniman Museum and Gardens T&Cs (updated Nov 2018).docx