Corporate Enterprise Solution

Tender description

The Council seeks to establish a long term trusted supply partner or partners to deliver software product(s) which will singly or collectively deliver the concept of a Corporate Enterprise Solution (CES), designed to deliver the full range of operational services across the Council. It has two key delivery elements, encompassing the first two outcomes of the wider Project. The first is the delivery of an enhanced CRM system that will be used to manage all customer interaction across the Council; and deliver end to end service delivery processes. The scope of the enhanced CRM solution will have the potential to provide capabilities such as customer and transaction management, Omni-channel capabilities, customer self-service options, data reporting, knowledgebase, customer engagement methods, artificial intelligence supported enquiries and process automation and workflow capabilities. The product will also need to work in conjunction with other Customer Management products including the Councils Contact Centre and Website capabilities. The second element is the delivery of professional services to enable the transfer of customer-facing service transactions into the enhanced CRM system, in entirety where possible, or delivering frontline activities in CRM and providing two way integration to retained business systems where needed. Keywords: CES - Corporate Enterprise System, ERP - Enterprise Resource Planning, CRM - Customer Relationship Management, Software