Provision for a customer relationship management (CRM) system

Concepts

• pontypool
• information technology
• tcbc
• torfaen county borough council
• tcbc customer services team
• customer relationship management
• current crm
• crm
• information systems
• customer relation management

Location

Gwent Valleys: Torfaen

Description

Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents

Total Quantity or Scope

The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 48000000 - Software package and information systems
• 72212445 - Customer Relation Management software development services
• 48445000 - Customer Relation Management software package
• 48781000 - System management software package
• 48782000 - Storage management software package
• 48783000 - Content management software package

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** (WA Ref:130232)