Customer Relationship Management System

Tender description

The Combined Authority is investing in technology to transform how it, and its Local Authority partners, support businesses and individuals with support and funding. The system must sit within the Microsoft Architecture (as per the Combined Authority’s position as a Microsoft House) to support interoperability of systems and ease of use for employees. The primary objectives of the new system are to: • Provide businesses and individuals with an excellent customer service • Provide coordinated support to businesses and individuals through the sharing of appropriate information between the proposed system, and those used by the five West Yorkshire Local Authorities. • Integrate with existing Combined Authority Microsoft applications to ensure ease of use for officers. • Use integrations with other internal and external datasets to improve data quality, segmentation and targeting, marketing and customer communications. Lot 1: Open tender for a new Customer Relationship Management (CRM) system to manage the effective delivery of the Combined Authority’s support to businesses and individuals. The primary objectives of the new system are to: • Provide businesses and individuals with an excellent customer service • Provide coordinated support to businesses and individuals through the sharing of appropriate information between the proposed system, and those used by the five West Yorkshire Local Authorities. • Integrate with existing Combined Authority Microsoft applications to ensure ease of use for officers. • Use integrations with other internal and external datasets to improve data quality, segmentation and targeting, marketing and customer communications. • Provide the Combined Authority with administrative and development control over most functionality, including the development of new programmes and applications processes. The project reference and title on YORtender is 48112 - Customer Relationship Management System. Any clarification questions and bids must be made through the YORtender portal.