Enterprise CRM Development and Maintenance

Concepts

• sheffield
• information technology
• enterprise crm development
• crm capability
• crm
• further development
• maintenance
• an integrated enterprise system
• a crm platform
• a customer relationship management (crm) platform

Location

SHEFFIELD

Description

Sheffield Hallam University (SHU) employs a Customer Relationship Management (CRM) platform to develop, support and maintain CRM capability for approximately 1,650 professional services and academic staff members along with self-service functionality for 32,000 students. The technology enables a higher availability of resources to users and engages the University's ability to deploy new business services rapidly. This current implementation will grow to meet demand and form the basis for further development of an integrated Enterprise System. The University requires a CRM platform for the following purposes: Self-service Case Management Knowledge Base Student Welfare Student Recruitment Schools and Colleges Liaison

Lot Division

Award Detail

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Indicators

Legal Justification

Sheffield Hallam University (SHU) employs a Customer Relationship Management (CRM) platform to develop, support and maintain CRM capability for approximately 1,650 professional services and academic staff members along with self-service functionality for 32,000 students. The technology enables a higher availability of resources to users and engages the University's ability to deploy new business services rapidly. This current implementation will grow to meet demand and form the basis for further development of an integrated Enterprise System. The accelerators in use that underpin our business critical process and those that drive the CRM platform are written by and provided by Tribal as proprietary owner; they cannot be provided by a different supplier. To employ the use of different accelerators provided by a different supplier or to replace with bespoke development would take several years development work. This is not cost effective it would put at risk business critical processes. If the University were to change approach with an aim to move away from using Tribal accelerators, we would still need to keep them for several years whilst transitioning, so a direct award would still be required.