IT Support Services for support and develop of Microsoft Dynamics 365

Tender description

DBW is carrying out a procurement advertised in Find a Tender Service (FTS), via Sell2 Wales, under the Open Procedure of the Public Contracts Regulations 2015 to procure IT Support Services to support and develop Microsoft Dynamics 365 under the Standard T&C’s. The Development Bank is looking for a strategic partner who can support and develop their Microsoft Dynamics 365 estate. Microsoft Dynamics CRM has been in use at the Development Bank since 2012 and is the core tool used by Investment teams to manage customer accounts, interactions and application processing, amongst other processes. A high level of knowledge and capability of the system exists within the organisation, with the majority of Microsoft Dynamics features being used. Approximately 240 licenses are utilised, comprising of a mixture of Dynamics 365 Sales Enterprise and Dynamics 365 Customer Service Professional licenses. Initially installed as an on-premises deployment, Dynamics is now consumed wholly as a Software as a Service offering. The aim of the project is to create efficiencies in the application assessment process and reduce response times to customers by capturing data right first time at the point of entry by using customer online interactions and 3rd party API integrations to aid the application assessment process. The project is being delivered with the incumbent CRM supplier. Once complete the newly transformed Dynamics solutions will be handed over into business as usual with support and future development covered by this contract.