Customer Relation Management software package

Tender description

The provision of software and implementation services for a customer relationship management solution for Wexford County Council. Wexford County Council has initiated a customer service project with the overall aim of providing consistent, quality service to its customers. The new model will be focused on a centralised delivery model through the formation of a customer contact centre and the implementation of a Customer Relationship Management System. The Council now wishes to procure an externally-hosted customer relationship management system which will perform the following functions — Provide the software to support the Customer Service Centre to capture and manage all customer interactions including enquiries, service requests and applications through multiple channels (email, online form, telephone, post, in-person visit, social media, chat, etc), — Provide the ability to record and monitor projects and the various interactions that occur with multiple customers and organisations, — Provide an electronic forms and workflow solution with rich integration functionality that will allow the Council to develop online forms for services requests and applications, — Capture customers basic data and manage the routing, tracking and monitoring of cases through the appropriate stream for further information/communications or progression to application/registration and resolution, — Provide online services (reporting of issues or incidents, request for specific services, customer account enquiries, customer payments and payments for other services), which are fully integrated with the CRM, and can be customised to the processes of the required streams within the Council, — Provide a secure customer portal that will enable customers to request, monitor and manage their service requests, applications, accounts and other interactions with the Council, — Provide an intuitive, easy to use dashboard for back office staff to deal with the cases assigned to them, — Support data management, analysis, and reporting requirements, — Where appropriate, a map based interface is required to allow customers to ide.