Tender for CRM System

Tender for CRM System

To procure a CRM tool for the customer services teams to enable them to service customers queries.

United Kingdom-York: Software package and information systems

2020/S 195-473308

Contract notice – utilities


Legal Basis:

Directive 2014/25/EU

Section I: Contracting entity

I.1)Name and addresses

Official name: London North Eastern Railway Ltd
National registration number: 04659712
Postal address: East Coast House. 25 Skeldergate
Town: York
Postal code: YO1 6DH
Country: United Kingdom
Contact person: Annie Bradbury
E-mail: annie.bradbury@lner.co.uk
Internet address(es):
Main address: www.lner.co.uk
Address of the buyer profile: www.lner.co.uk


The procurement documents are available for unrestricted and full direct access, free of charge, at: https://supplierlive.proactisp2p.com/Account
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via: https://supplierlive.proactisp2p.com/Account
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at: https://supplierlive.proactisp2p.com/Account

I.6)Main activity

Railway services

Section II: Object

II.1)Scope of the procurement


CRM System


Reference number: DN152

II.1.2)Main CPV code

48000000 Software package and information systems

II.1.3)Type of contract


II.1.4)Short description:

To procure a CRM tool for the customer services teams to enable them to service customers queries.


II.1.5)Estimated total value

Value excluding VAT: 1 600 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.3)Place of performance

Main site or place of performance:

Across the LNER business no one location — looking at a cloud based system.


II.2.4)Description of the procurement:


Our vision is to deliver high quality customer interactions across all our work channels. This will be provided by a CRM solution that will allow LNER to be proactive in our communications with our customers and reporting/telling a story to the business.

Currently LNER’s customer contact centre uses a CRM solution from TSG known as ‘Traveller’.

Aims of the project

Our vision is to deliver high quality interactions with our customers across multiple channels, ensuring we put the customer at the heart of everything we do. All systems and processes must be simple, clear, and easy to use for our colleagues, to maximise the experience, we deliver for our customers whilst driving a culture of continuous improvement for both colleagues and customers.

Business needs

The solution will need to be, but not limited to:

• a fully hosted and managed solution. Including single sign on, Two Factor Auth;

• be fully compliant with data security standards such as (but not limited to) ISO27001, PCI DSS, GDPR and the Data Protection Act;

• API capability to existing and future LNER systems, including, but not limited to the customer experience management system and central booking engine which will support the development of a single customer view required, along with seamless integration to or rail industry systems;

• simplicity for LNER colleague use and experience (work-flow, processes of use, user-interface, user-feedback) in day-to-day usage of the solution to help LNER put every customer at the heart of what we do;

• device agnostic capability (from corporate controlled devices) for LNER colleagues to access the solution onsite, offsite, or remotely, driven by user profiles, and following the relevant device and Security protocol;

• contact-management capability across all work types and channels (LNER OMNI Channel Approach);

• management information capability across all work types and channels;

• Office 365 integration (for mail flow integration), or any other required integration to the LNER operating environments. Must be done with least privilege.


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

Value excluding VAT: 1 600 000.00 GBP

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

Duration in months: 60
This contract is subject to renewal: no

II.2.9)Information about the limits on the number of candidates to be invited

Maximum number: 6
Objective criteria for choosing the limited number of candidates:



Business requirements

Non functional


Infra Non Func


Service charter


Non financial: legal.


II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no

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

The current contract expires on 30 July 2021 — there is an expectation that any new supplier will need to do some dual working with the incumbent during the mobilisation period.


Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents

III.1.4)Objective rules and criteria for participation

List and brief description of rules and criteria:

Stated within the ITT instructions document.


III.2)Conditions related to the contract

III.2.2)Contract performance conditions:

Will be agreed with the successful supplier as noted within the contractual information published.


Section IV: Procedure


IV.1.1)Type of procedure

Restricted procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system

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

Date: 05/11/2020
Local time: 13:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

Date: 19/11/2020

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

Duration in months: 3 (from the date stated for receipt of tender)

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

Electronic invoicing will be accepted
Electronic payment will be used

VI.3)Additional information:

Invoicing and payment will be done electronically, terms of payment can be found in the contractual document within the tender pack.


VI.4)Procedures for review

VI.4.1)Review body

Official name: London North Eastern Railway Ltd
Postal address: East Coast House, 25 Skeldergate
Town: York
Postal code: YO1 6DH
Country: United Kingdom
E-mail: annie.bradbury@lner.co.uk
Internet address: www.lner.co.uk

VI.4.2)Body responsible for mediation procedures

Official name: LNER
Town: York
Country: United Kingdom

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:


Pre-qualification questionnaire published 7 October 2021

Submission of pre-qualification document 5 November 2020

ITT released to potential suppliers 19 November 2021

Last day to submit questions and request for clarification 11 December 2020

Questions answered and distributed to all suppliers 16 December 2020

Submission of tender 5 January 2021–13.00 GMT

Shortlisted supplier demos/presentations 9–11 January 2021

Tender evaluation completed by 17 February 2021

Contract award by 15 March 2021

Project start up meeting TBC


VI.4.4)Service from which information about the review procedure may be obtained

Official name: Lndon North Eastern Railway Ltd
Postal address: East Coast House, 25 Skeldergate
Town: York
Postal code: YO1 6DH
Country: United Kingdom

VI.5)Date of dispatch of this notice: