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
Govia Thameslink Railway Ltd
- Customer services – 79342300
- Call centre – 79512000
Location of contract
Value of contract
£7,000,000 to £12,000,000
GTR- EOI Customer Contact Centre
12 March 2021
Approach to market date
13 April 2021
Contract start date
1 December 2021
Contract end date
30 November 2024
Competitive procedure with negotiation (OJEU)
Contract is suitable for SMEs?
Contract is suitable for VCSEs?
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
- GTR CRM Tender – EOI issued.pdf
- Project plan
- Further detail around the objective and opportunity
How to apply
Follow the instructions given in the description or the more information section.
About the buyer
24 Monument Street