Expression of Interest for Provision of Customer Relations Service Provider

A Pipeline Notice
by GOVIA THAMESLINK RAILWAY LTD

Source
Contracts Finder
Type
Potential Contract ()
Duration
3 year
Value
£7M-£12M
Sector
PROFESSIONAL
Published
12 Mar 2021
Delivery
01 Dec 2021 to 30 Nov 2024
Deadline
n/a

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021 PQQ -forecasted date of issue- 13th April 2021 Further information is contained within the Expressions of Interests file attached. GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 - 22:00, Monday - Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months. There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay. The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:- • Service to align with GTR's CRM strategy • Flexibility to scale up and down during times of "disaster" incl. stringent DR process • Alignment to GTR's vision/values/strategic pillars • Suitable and relevant SLA's/KPI's to drive the right behaviours • Relevant and future proof innovation • Accessibility and agility • Strong customer focus and strong partnership with GTR • Capability to integrate/utilise GTR's CRM within Microsoft Dynamics

Total Quantity or Scope

YEAR: 2022/2023; BUDGET: 3,000,000.00 YEAR: 2023/2024; BUDGET: 3,000,000.00 YEAR: 2024/2025; BUDGET: 3,000,000.00

CPV Codes

  • 79342300 - Customer services
  • 79512000 - Call centre

Indicators

  • Contract is suitable for SMEs.

Other Information

Further detail around the objective and opportunity GTR CRM Tender - EOI issued.pdf

Reference

Domains