Information technology services

Tender description

Transform is a programme to develop a set of integrated business systems and processes to meet the Education and Training Foundation’s strategic needs into the future. These changes will be delivered between now and early 2021 and will require the delivery of a new CRM and membership website/CMS to manage key business transactions; integration with other systems to ensure robust data and controls; receipt and analysis of data from other transactional systems to provide a holistic view of our relationship with participants and with the organisations they work for; and the development and implementation of revised business processes to ensure that the full benefits of the new CRM and Website/CMS are fully realised. The Education and Training Foundation (ETF) is seeking a tenderer to replace its existing CRM and SET website/CMS with tools and systems that will enable colleagues to do the following: 1) Manage relationships with existing and potential members and customers; 2) Manage web content to allow the rapid delivery of content and services and robust control of financial transactions and the corresponding service delivery; 3) Deliver multi-channel, segmented marketing and marketing automation; 4) Manage both regular and one-off subscriptions and payments from individuals and organisations, including when such income can be recognised in the accounts; 5) Improve our business processes (automation, workflows, task management, etc.); 6) Quickly produce accurate, comprehensive reports and to use our data effectively; 7) Provide access to a single source of customer data, including details of financial transactions, within the CRM; 8) Provide full and robust audit trail for all financial transactions.