SWR Customer Interaction Management Solution (CIM)

Concepts

• customer relation management
• swr customer interaction management solution
• firstgroup holdings ltd.
• fgh
• first mtr south western trains ltd
• swr
• customer interaction management
• team support customers
• swr ccc
• customer contact centres

Location

London:

Description

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

Total Quantity or Scope

The existing legacy system, built around Microsoft Dynamics, has been in situ for the best part of a decade. The platform has minimal integration, no use of smart web forms to improve case indexing and requires a large amount of user input to move a case through each stage gate. With a basic customer view offering very limited information and a convoluted and complex operational environment. it is difficult to train new users. In addition, the ability to provide management information outside the defined ORR reporting is highly manual and requires specifically skilled staff to administer. SWR are looking to partner with a supplier who not only has the technical capability to provide the solution we need to support the business but one who wants to work proactively with us to leverage the investment to the maximum level possible. FirstGroup is looking for expressions of interest from suppliers that can deliver an integrated and multi-functional requirement to achieve FirstGroup's vision of a single cloud solution.

Renewal Options

An option for a period of 2 years and a further period of up to 2 years.

CPV Codes

• 48445000 - Customer Relation Management software package

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** - no PQQ documentation will be available until shortly after the expiry of this Contract Notice - only suppliers shortlisted at the PQQ Stage will receive a copy of the Tender.