Tender for Customer Contact Centre Solution

Tender for Customer Contact Centre Solution

The solution needs to have the capability to integrate/utilise GTR’s CRM within Microsoft Dynamics.

Expression of Interest for Provision of Customer Relations Service Provider

Contract summary

 

Industry

  • Customer services – 79342300
  • Call centre – 79512000

Location of contract

United Kingdom

Value of contract

£7,000,000 to £12,000,000

Procurement reference

GTR- EOI Customer Contact Centre

Published date

12 March 2021

Approach to market date

13 April 2021

Contract start date

1 December 2021

Contract end date

30 November 2024

Procedure type

Competitive procedure with negotiation (OJEU)

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

 

Description

 

NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021

PQQ -forecasted date of issue- 13th April 2021

Further information is contained within the Expressions of Interests file attached.

GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 – 22:00, Monday – Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months.

There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay.

The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:-

• Service to align with GTR’s CRM strategy
• Flexibility to scale up and down during times of “disaster” incl. stringent DR process
• Alignment to GTR’s vision/values/strategic pillars
• Suitable and relevant SLA’s/KPI’s to drive the right behaviours
• Relevant and future proof innovation
• Accessibility and agility
• Strong customer focus and strong partnership with GTR
• Capability to integrate/utilise GTR’s CRM within Microsoft Dynamics

More information

 

Spend profile

 
Financial year Budget
2022/2023 £3,000,000
2023/2024 £3,000,000
2024/2025 £3,000,000
Attachments

How to apply

 

Follow the instructions given in the description or the more information section.

 

About the buyer

 

Contact name

Adrian Jones

Address

24 Monument Street
LONDON
EC3R8AJ
England

Telephone

07758 161303

Email

adrian.jones@gtrailway.com