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

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.

Renewal Options

There is an option to extend the contract for a further period of up to 24 months in total

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

Indicators

• Bids should cover the whole contract.
• Renewals are available.
• Performance considerations apply.
• Award on basis of price and quality.

Other Information

The tender and all supporting documentation are only available from the Proactis Supplier Portal, which can be directly accessed following registration. NB: Tender information and any questions and answers relating to the tender will only be available directly from the portal and will not be communicated by any other means. Tender submissions will only be accepted via the portal and not by any other means unless otherwise agreed in writing by the Council. E-Tender access information: — Go to https://supplierlive.proactisp2p.com/Account/Login You can access the opportunity by completing the following steps: If you have not already signed-up to the Proactis Supplier Portal, click "Signup", complete the required information and then click "Register". — Registration should only be performed once for each Organisation. — If you think that someone in your Organisation may have already registered on this Portal then you must not register again. — Please contact the Primary Contact in order to arrange access to the Portal. An activation email will be sent to the email address of your primary contact. Click on the link contained within the email to activate your account. Sign into the Proactis Supplier Portal by entering your Login Name that you previously provided. Enter the temporary password that was provided in the activation e-mail. Complete the Self Registration/Organisation Details. Click the arrows to move from page to page; on page 8, create a new password. Click "Complete Registration" Click on the Red Box marked "Opportunities", type Torfaen in the box at the top of the page called "Search by customer reference, title or customer name..." and click "Search" Identify the Opportunity with the title of “T.4500- Provision for a customer relationship management (CRM) system “and click the White Arrow in a Blue Circle on the right-hand side of the line. Click "Register Interest" Then click the Telescope button on the left-hand side of the page, then enter "Torfaen" in the box at the top of the page called "Search by customer reference, title or customer name... and click "Search". You will now see that the “T.4500- Provision for a customer relationship management (CRM) system “opportunity now to Private. Click the White Arrow in a Blue Circle. It is recommended that you read the information provided in the documents that can be found if you click the line marked "Request Documents" before attempting to answer any of the questions. (WA Ref:126113)