Customer Relationship Management System Tender Leicester

Customer Relationship Management System Tender Leicester

Supply, install, implement, support, maintain  CRM system.

United Kingdom-Leicester: Customer Relation Management software development services

2017/S 131-268211

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Paragon Asra Housing Limited
3 Bede Island Road
United Kingdom
Contact person: Mr Peter Mottershead
Telephone: +44 2476438394
NUTS code: UKInternet address(es):Main address:

Address of the buyer profile:

I.2)Joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from another address:
Proactis, Housing Procurement
United Kingdom
NUTS code: UKInternet address(es):Main address:

Address of the buyer profile:

Tenders or requests to participate must be submitted electronically via:

I.4)Type of the contracting authority

Body governed by public law

I.5)Main activity

Housing and community amenities

Section II: Object

II.1)Scope of the procurement


Paragon Asra Housing Ltd — Customer Relationship Management System (CRM).

Reference number: DN286591

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Paragon Asra Housing Limited has been formed through the ‘statutory amalgamation’ of Paragon Community Housing and Asra Housing Group.

They provide housing across the Midlands, London and the South East offering a range of housing solutions from affordable rent, independent living to shared ownership for those in need.

With a combined experience of over 40 years, they will now manage around 24 000 homes.

As a minimum the newly formed Paragon Asra Housing Limited is seeking a supplier that will supply, install, implement, support, maintain and develop all the software and related services to provide a CRM Application. The CRM application needs to be effective and configurable, integrated with their existing telephony, self-service provision and knowledge base systems. This is key to maintaining high standards in this time of expansion and integration.

II.1.5)Estimated total value

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UK

II.2.4)Description of the procurement:

Paragon Asra Housing Limited are looking to procure a new CRM Application. For this document a high-level scope has been shown below;

— The CRM system must integrate with Northgate Housing v6.14;

— The CRM system must integrate with Castleton EDRM0 v4.2;

— Deliver rules based process scripts to front-line agents;

— Work flow management of activities and tasks;

— Comprehensive real-time and historical reporting;

— Measure the success of events and interactions with customers;

— Using Avaya On Demand for hosted telephony solution;

— Full case history reporting, can report case overview and down to individual form-field level;

— Integrate with secure mailbox system (S24 — Service 24 secure information);

— Integrate with second telephony platform for S24;

— Delivery of core requirements for new CRM application by 2.4.2018;

— Demonstrate Northgate Housing API capabilities with your CRM solution.

All submissions must be returned via the electronic tendering portal (ProContract) at: Suppliers will need to register on the portal (at no charge) in order to access information. Any and all additional information will be issued through the portal.

Paragon Asra Housing Limited reserves the right not to award any agreement or to award any individual services pursuant to an agreement. Paragon Asra Housing Limited will not in any circumstances, reimburse any expense incurred by the applicants in preparing their tender submission.

Please note that the procurement will be undertaken by 3C Consultants and Orbit are only facilitating access to the Procurement Portal.

II.2.5)Award criteria

Price is not the only award criterion and all criteria are stated only in the procurement documents
II.2.6)Estimated value

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48
This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Paragon Asra Housing Limited are holding a ‘Discovery Day’ on the 27.7.2017 to provide an opportunity for suppliers to seek clarifications for this project at their Leicester Office — 3 Bede Island Road, Leicester, Leicestershire, LE2 7EA

To attend the Discovery Day please notify Paragon Asra Housing Limited via the messaging function on ProContract at:

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession
III.2.2)Contract performance conditions:
III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: no
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 21/08/2017
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

IV.2.7)Conditions for opening of tenders

Date: 21/08/2017
Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows
VI.3)Additional information:
VI.4)Procedures for review

VI.4.1)Review body

Royal Courts of Justice
United Kingdom
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:



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