Supply, Implementation and Support of a SaaS Customer Relationship Management Core Platform with Support & Maintenance.

Tender description

As a dynamic sales and marketing organisation, IDA Ireland’s Digital Transformation centres on the commissioning of a new CRM Core Platform. The Digital Transformation roadmap sets out a vision for a CRM Core Platform. Intrinsic to this vision is a ‘Client First’ approach that focusses on delivering an excellent Client experience at each touchpoint. The proposed platform will provide complete functionality to support all the processes and activities related to Sales, Marketing and Aftercare Support throughout the client journey with IDA. It will continue to enable, and further enhance, the strong existing capabilities of the IDA Team and enable IDA Ireland to deploy optimised business processes across a range of business functions. The vision for the platform is highlighted below; • New CRM technology will provide intrinsic support for leads, sales and CRM processes, tailored to the unique aspects of IDA’s business and attuned to client requirements • The entire client lifecycle will be defined by an end-to-end process with continuous visibility from lead to contract and aftercare support • The depth of existing client engagement, aftercare support and opportunity conversion will be considerably enhanced via optimised processes and a holistic view of the client • The platform will act as the system of record for key data elements, driving a single source of ‘truth’ and single view of the client • Knowledge bases will be integrated tightly with processes, with real-time access to templates and best-in-class collateral to support sales and marketing activities.