Software for Pricing and Products, Demand Forecasting, CPQ and Multi-Channel Sales Solutions for ESB

Tender description

ESB Customer Solutions services electricity and gas customers in the Republic of Ireland, Northern Ireland and Great Britain. ESB Customer Solutions offers a range of products from Standard Variable Tariffs, Fixed Tariffs and bespoke tariffs for our larger customers. In addition to ESB Customer Solutions commodity offerings we provide a range of non-commodity products and services to both residential and commercial customers. ESB Customer Solutions is seeking to acquire Cloud based SaaS solution(s) that will create and manage all current and future quotation, pricing, product management, demand forecasting and sales requirements. This is to update and enhance our current system. The business currently doesn’t have the capability for market diversification as our systems have been in place for several years which limits our ability to create newer designed products.An enduring support model will also be required for these solutions. Lot 1: Pricing/Products Software Solution Lot 1 - Pricing and Products Software Solution – Business and residential commodity (gas and electricity) ESB Customer Solutions has a wide range of commodity products tailored to our customer needs. Standard Variable Tariff: This is a bundled tariff available to customers in each segment. Bundled tariff is when all components are calculated, and a single rate per charging period is offered to the customer. Fixed Tariff: Fixed tariffs are designed to ensure certainty for customers. Their attributes are focused on being fully or partially constant (e.g. energy proportion fixed) for a specific length of time, 1, 2, 3, 4, 5 years. Time of Day: This product is presented both bundled and unbundled. Unbundled is when the components of a quotation is separated out and displayed to the customer. This product offers the customer a different rate at different times of the day. Flexible Tariff: This product allows the customer to set a price based on a current commodity index (i.e. base rate) and allows the customer throughout the contract to create firm rates in line with movements between the “base rates” and the current index price. Market Tracker: This product allows the customer to pay all market prices. The customer agrees to the uncertainty of the market energy prices and is charged as per the half hourly/daily energy price the market settles on. Customer Details The pricing system is required to store customer and meter details. Pricing Components The calculation of a price includes internal and external factors. There are several external costs which must be calculated in the price and these prices vary based on a customer’s meter or demand characteristics. The ability to identify these charges and apply them accurately to a customer in line with market rules. Flexible Pricing Index pricing is a suite of products which ESB Customer Solutions offer. The ability to have interchangeable index’s available to the Pricing Analyst. Customers interact with a portal where they can see current prices and “lock-in” prices. Pricing Creation The creation of a tariff/price for a customer is complex and requires a lot of inputs and dependencies . The ability to allow the user to create and configure any of these elements in the creation of a product. Financial reporting ESB Customer Solutions has a demand for accurate financial forecasting. ESB Customer Solutions require a system which could report on each product or a selection of products. As stated in the pre-qualification information memorandum available on request from www.etenders.gov.ie using RFT ID 229379 Lot 2: Demand Forecasting Software Solution Lot 2 - Demand Forecasting Software Solution – (Portfolio & Individual) Individual Point of Sale (POS) Demand Forecast ESB Customer Solutions has a mix of Interval and non-interval customers. When ESB Customer Solutions is creating a price for a customer or segment it relies on the accuracy of future demand predictions. ESB Customer Solutions use this prediction to calculate the cost which sets the end price. POS forecasting is expected to take into account, but not limited to, industry standard corrections; such as holidays, temperature, losses in both gas and electricity markets. Aggregate Demand Forecasting ESB Customer Solutions creates demand forecasts for the purposes of hedging to offset market volatility. ESB Customer solutions calculates forecast for Gas and Electricity in different lengths. Short Term and Long Term forecast. These demand forecasts are segregated into different market segments, e.g DG5/DG6, FVT, etc and subsets of these segments. The system should be able to adjust forecasts based on previous trends and can be adjusted on a monthly/weekly/daily. The ability to compare different scenarios created. As stated in the pre-qualification information memorandum available on request from www.eternders.gov.ie using RFT ID 229379 Lot 3: CPQ Software Solution Lot 3 - Configure, Price, Quote (CPQ) Software Solution Customer Quotation ESB Customer Solutions departments work closely together to create quotations. The pricing team and sales teams work to create the optimum products for our customers. ESB Customer Solutions require a system which will manage and create quotes.The system should be able to interact with the pricing system in Lot 1 to send required information to it and receive back the required information to create a quotation. Services and Products ESB Customer solutions offer a wider range of products and services beyond commodity price, such as installation of EV chargers, LED lighting, heat pumps, Solar, etc. ESB Customer Solutions requires a system which can generate quotations for these services and can be bundled with other commodity and non-commodity products. As stated in the pre-qualification information memorandum available on request from www.eternders.gov.ie using RFT ID 229379 Lot 4: Multi-Channel Sales Software Solution Lot 4 - Multi Channel Sales Software Solution This requirement is to enable current and prospective customers to be able to purchase and renew products via multiple channels. The system must place the customer at the centre of the process and will be utilised by all salespeople within Customers Solutions and our outsourced partners and enable integration with the customer digital channels and other 3rd party customer digital platforms. The system must provide the management and tailoring of the “Join” and “Renewal” journeys across multiple sales channels (phone, online, door to door field sales & CRM) to provide all sales teams and partners the relevant required visibility of the customer sales journey and history. The system must provide sales automation and consistent processes to be implemented across all channels, increased automation in the Join journey to allow for increased customer satisfaction, clear visibility across all sales teams (B2B, B2C and non-commodity) which will allow for an enhanced customer experience, improved cross-selling opportunities and increasing retention. As stated in the pre-qualification information memorandum available on request from www.eternders.gov.ie using RFT ID 229379