Contact management software package

Tender description

The proposed requirement is to provide customer experience / contact management software and services to manage and influence how customers interact with the NHSBSA. Please note this communication is not connected to a recently released PIN by the NHSBSA relating to case management solutions to meet the needs of our dental services business. The NHSBSA is a multi-sited, geographically diverse organisation. We provide a broad range of business services that support the wider NHS. Further information on our extensive service portfolio can be found at: https://www.nhsbsa.nhs.uk/about-us The NHSBSA is currently supplied with knowledge management and email management services by Capita Business Services Ltd via a sub-contract with Eptica. Our contract with Capita expires in December 2018 and we are therefore commencing early market engagement activities to develop our knowledge and understanding of potential future solutions, together with identifying which suppliers are operating in the customer experience/contact management market. The business functions within the NHSBSA participating in the early market engagement activities are set out in the following non-exhaustive list: — Customer Contact Centre. — HR Shared Services (HRSS). — Citizen Services. — NHS Pensions. — Finance. Further information related to the early market engagement activities can be found in section VI.3 Additional Information. Looking ahead beyond of expiry of our current contract with Capita, and aligning to the NHSBSA’s strategic objectives to reduce transaction costs by 50 % whilst delivering improved service and great results for customers, our vision is for our customers to self-serve as much as possible to the extent that our customer service agents are only required to interact directly with customers by exception. We envisage our customer service agents to be dealing with complex and specific enquiries in the main; not enquiries that can be managed by self-serve functionality. We would like to consider a move away from an email solution to a more structured, flexible solution that aligns with our wider objectives on data and customer services. We expect to be seeking a solution that tracks and categorises all customer contact (inbound and outbound) and shows the contact history of an individual and must report on contact type, frequency, demographics and root cause/resolution. Potential requirements are anticipated to be as follows: — Knowledge base/management. — Web chat/chat bots. — Email management. — Ticketing and problem resolution. — Full end-to-end customer experience management service. — Case management/customer relationship management. The above is a non-exhaustive list and we are interested in hearing from suppliers that provide services and products over and above that which is listed above but is related to customer experience/ contact management.