CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM AND SUPPORTING TECHNOLOGIES

Tender description

The Royal Borough of Kensington & Chelsea (RBKC) has awarded a call of contract to 1 sole contractor for the delivery of a System Integration Service for the RBKC Customer Relationship Management (CRM) Solution. The contract was procured via the CCS G-Cloud 13 Framework Agreement reference RM1557.13. Lot 1: The objective is for the contractor to deliver an implementation design service that will enable RBKC to refactor the existing MS Dynamics estate/Customer Relationship Management (CRM) platform. The contractor will provide a solution design for the augmentation and scaling of the CRM platform, and capabilities that will improve the resident and contact centre experience in line with RBKCs co-designed Service Standards. This will result in the delivery of a corporate asset in the form of an overarching RBKC proprietary CRM platform/capability, comprised of a number of componentised reusable assets, such as accelerators and data orchestration solutions. The platform and componentised assets will bed handed off to RBKC with an operating model for ongoing Application Management. This will result in the effective implementation of CRM and supporting technologies that will allow the Council to improve its digital contact channels, and allow for the automation of back-office processes with the view towards improving the experience for anyone that interacts with the Council.