SD 08/23 CRM and Omnichannel Communication Platform

Tender description

Bord na Mona Recycling has identified a need to introduce a CRM to help support the customer call centre and Sales functions to enhance productivity. Currently processes and workflows are manual and time consuming, and the business needs to better manage and automate repetitive tasks. There is an opportunity to streamline business processes and increase efficiency through CRM functionality and improve the quality of service that is delivered to both household and commercial customers. The Business requires a platform that will support Sales, Marketing and Customer Service, which will allow for end to end management of all customers and sales prospects. The system must allow for start to finish management of the customer journey, from Prospecting through to Customer onboarding, customer care, account closure and remarketing. Live reporting is necessary. The CRM will also provide omnichannel capabilities (in house or 3rd party). The requirement is for Call, Email, Web Widget and Online Chat. These platforms should have full integration with the CRM and route as per directed rules that can be modified and updated as required. The chosen CRM will integrate with the ERP so that Call Centre and Sales Agents can view customer data from within the CRM to help them with their daily tasks. Initially this integration will be with regular data dumps from ERP rather than direct API. Requirement for full API integration on completion of upgrade project to existing ERP platform.