Software package and information systems

Tender description

The requirement is for Web Forms with a Customer Database to replace the current, long established, Customer Relationship Management (CRM) system. Bury Council is seeking to replace its long established Customer Relationship Management (CRM) system. The replacement system will be required to manage customer contact via the Council's Self Serve website, a dedicated customer contact centre and number of reception areas across the borough. The system will be required to manage a broad spectrum of services across the whole of the council's portfolio and will need to achieve deep integration with numerous back office systems, third party systems and other supporting applications. In addition to taking information from the customer, the system should also be capable of delivering status updates, details of previously reported incidents etc. The system should be underpinned by a database that can provide a ‘customer view’ to contact centre staff and historical information to customers via a customer portal.