Customer Relationship Management System Replacement

Customer Relationship Management System Replacement

Hertsmere Borough Council is looking to replace its current Customer Relationship Management System.

Contract summary


  • Customer Relation Management software package – 48445000
  • Customer Relation Management software development services – 72212445

Location of contract


Value of contract

Published date

07 September 2018

Closing date

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

Contact name

Andrew Harper (HBC)


Elstree Way
United Kingdom


+44 2082072277



Other information


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.