Customer Relationship Management System Replacement
Hertsmere Borough Council is looking to replace its current Customer Relationship Management System.
- Customer Relation Management software package – 48445000
- Customer Relation Management software development services – 72212445
Location of contract
Value of contract
07 September 2018
21 September 2018
Contract start date
01 June 2019
Contract end date
31 May 2024
Contract is suitable for SMEs?
Contract is suitable for VCSEs?
Hertsmere Borough Council is looking to replace its current Customer Relationship Management System (CRM). The objectives of this project are:
o Provides customers with a single user account to access a range of council services
o Can manage and track all customer enquiries, service requests and end to end transactions, regardless of if the customer is transacting through a customer account.
o Will provide Street Scene Services with a module/ system as they currently use the existing CRM system. To create and manage cases for resolution by Street Scene Services for service requests like missed bins, fly tipping and bulky waste collections as they do not have their own waste system.
o Is easy to use, intuitive and user friendly
o Can be integrated seamlessly and simply with the council website and back office systems
o Provides customer feedback ensuring customer are kept up to date with the status or progress of transactions they make with the council
o Can be used across all access channels (telephone, face to face, email, website, mobile, social media and messaging services)
o Has a clearly defined support and maintenance structure
o Has a clearly identified roadmap for future development
o Can be hosted in the cloud
o Is a fit-for-purpose and modern system upon which the council can grow its front-end digital services
About the buyer
Andrew Harper (HBC)
Additional information on how to apply for this contract
Is a Recurrent Procurement Type? : No
How to apply
Please apply directly to the buyer using the contact details provided, or follow the instructions given in the notice description or information section.