Software package and information systems

Tender description

The University of Edinburgh is seeking a supplier to implement an enquiry management solution to support our student recruitment and admissions processes as well as providing an improved service for staff and prospective students. The tool will replace existing ad-hoc student enquiry tracking currently done in outlook and local databases, managed by multiple service areas/teams across the University. The solution will be managed by a specialist enquiry handling service (newly created team) and utilised by key users across multiple service areas. The new tool is expected to enable queue management, provide management information and market intelligence through the use of categorisation, customisable template responses. Duplicates will be removed, forwarding will be reduced and a full conversation history will be available to staff in order to contextualise their responses. The tool will be linked to our SITS solution in order to utilise key information from the application record where appropriate. The University of Edinburgh is seeking a supplier to implement an enquiry management solution to support our student recruitment and Admissions processes as well as providing an improved service for staff and prospective students. The tool will replace existing ad-hoc student enquiry tracking currently done in outlook and local databases, managed by multiple service areas/teams across the University. The solution will be managed by a specialist enquiry handling service (newly created team) and utilised by key users across multiple service areas. The new tool is expected to enable queue management, provide management information and market intelligence through the use of categorisation, customisable template responses. Duplicates will be removed, forwarding will be reduced and a full conversation history will be available to staff in order to contextualise their responses. The tool will be linked to our SITS solution in order to utilise key information from the application record where appropriate.