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CfT: SD 08/23 CRM and Omnichannel Communication Platform

Workarea:
Recycling Tenders
Name of Contracting Authority:
Bord na Móna PLC
Title:
SD 08/23 CRM and Omnichannel Communication Platform
CfT CA Unique ID:
Evaluation Mechanism:
Most Economically Advantageous Tender (MEAT)
Description:
Bord na Mona Recycling has identified a need to introduce a CRM to help support the customer call centre and Sales functions to enhance productivity. Currently processes and workflows are manual and time consuming, and the business needs to better manage and automate repetitive tasks. There is an opportunity to streamline business processes and increase efficiency through CRM functionality and improve the quality of service that is delivered to both household and commercial customers. The Business requires a platform that will support Sales, Marketing and Customer Service, which will allow for end to end management of all customers and sales prospects. The system must allow for start to finish management of the customer journey, from Prospecting through to Customer onboarding, customer care, account closure and remarketing. Live reporting is necessary. The CRM will also provide omnichannel capabilities (in house or 3rd party). The requirement is for Call, Email, Web Widget and Online Chat. These platforms should have full integration with the CRM and route as per directed rules that can be modified and updated as required. The chosen CRM will integrate with the ERP so that Call Centre and Sales Agents can view customer data from within the CRM to help them with their daily tasks. Initially this integration will be with regular data dumps from ERP rather than direct API. Requirement for full API integration on completion of upgrade project to existing ERP platform.
Procurement Type:
Supplies
Directive:
2014/25/EU (Utilities)
Procedure:
Negotiated with prior call for competition
CfT Involves:
A Public Contract
CPV Codes:
48445000-Customer Relation Management software package
Contact Point:
Sean Dunne
Award per Item:
No
Inclusion of e-Auctions :
No
NUTS codes:
IE
Estimated value (EUR):
Above or Below threshold:
Below
Time-limit for receipt of tenders or requests to participate:
29/09/2023 12:00
Deadline for dispatching invitations:
End of clarification period:
27/09/2023 12:00
Tenders Opening Date:
29/09/2023 12:30
Allow suppliers to make an online Expression Of Interest:
Yes
Contract awarded in Lots:
No
Contract duration in months or years, including any options and renewals:
2 years
Validity of Tender in days or months:
12 months
EU funding:
No
Multiple tenders will be accepted:
No
Date of Publication/Invitation:
29/08/2023 16:49
TED links for published notices:
Date of Awarding:
Language of publication:
EN
Number of openers:
Two