HBC - Customer Relationship Management System

Tender description

Hertsmere Borough Council is looking to replace its current Customer Relationship Management System (CRM). The objectives of this project are: o Provides customers with a single user account to access a range of council services o Can manage and track all customer enquiries, service requests and end to end transactions, regardless of if the customer is transacting through a customer account. o Will provide Street Scene Services with a module/ system as they currently use the existing CRM system. To create and manage cases for resolution by Street Scene Services for service requests like missed bins, fly tipping and bulky waste collections as they do not have their own waste system. o Is easy to use, intuitive and user friendly o Can be integrated seamlessly and simply with the council website and back office systems o Provides customer feedback ensuring customer are kept up to date with the status or progress of transactions they make with the council o Can be used across all access channels (telephone, face to face, email, website, mobile, social media and messaging services) o Has a clearly defined support and maintenance structure o Has a clearly identified roadmap for future development o Can be hosted in the cloud o Is a fit-for-purpose and modern system upon which the council can grow its front-end digital services