Software package and information systems

Tender description

Scottish Water needs to replace its Customer Relationship Management (CRM) system and channel management applications to deliver its commitments. The CRM component is intended to integrate front office functions through all channels (telephone, web, social media, email, SMS and paper mail), allowing customer service agents to deal with enquiries, create service requests, agree appointments and integrate with a range of other applications to ensure that all customer requests are processed and dealt with in a timely and effective manner. The CRM solution will need to integrate with a range of other applications, including but not limited to: — Scheduling; — GIS; — Asset Management; — Telephony; — Document Management; and — Billing.