Customer Relation Management software package

Tender description

Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working. A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible. WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance). Wales & West Utilities (WWU) have embarked on a significant business change agenda, redesigning the way our organisation operates. Replacing much of our legacy application and end of life estate. The strategic approach will redesign and simplify our business processes, adopt industry best practices and ways of working. A SAP landscape will be the “back bone” utilising standard system processes to support as much business activity as possible. WWU’s Customer Relationship Management (SAP CRM v7) is being decommissioned as part of our Business Change programme. The current CRM is predominantly used to deliver customer requested (Connections) Services, but is also used to support the Customer Contact centre in managing enquiries and Customer complaints. WWU is regulated by Ofgem and a large number of our interactions with customers and measured to meet GSOP targets (Guaranteed Standards of Performance). WWU would like to have a system of record bringing together all customer interactions across the business.