Customer Relation Management software package

Tender description

We now wish to procure an IT solution that responds to our aspirations above and delivers a simple, straightforward and intuitive self-service facility for the public whilst at the same time providing officer access to the same, single, system to enable actions to be carried out on behalf of members of the public. The solution should provide a single, easily viewable personal record. It should fully integrate with back-office systems, minimising human intervention for transactional demands, to provide an exemplary customer service and a cost effective and efficient solution for MBC. This is an open tender for a cloud based customer engagement and self service platform. The key objectives of this procurement are to: — replace specified CRM functions, — replace the current My Account functions, — integrate whitespace waste management system, — deliver an improved self-service experience for appropriate transactions for Melton residents, — deliver a more user friendly solution for MBC staff that will enable them to perform their duties more effectively and efficiently, — deliver wider benefits for MBC e.g. savings, improved efficiency, more time to focus support on those who may need it.