Customer Relationship Management and Billing (CRMB) Platform Procurement (Project Focus)

Tender description

OVERVIEW OF REQUIREMENT Energia is seeking an experienced and forward-thinking Supplier to partner with on a transformative journey: delivering a cutting-edge, SaaS based billing and CRM platform (CRMB Platform), along with expert system implementation services and long-term support services. This procurement includes: • A SaaS based CRM and billing platform (CRMB Platform), with a managed service • Systems implementation services • Ongoing post-implementation support services Current Context The decision to transition to a CRMB Platform is driven by our strategic need to future-proof our operations in a rapidly evolving energy landscape. In addition, moving away from traditional on-premises systems eliminates the need for major infrastructure upgrades in the future, reducing long term operational risk and enabling the business to focus on delivering enhanced value to customers and stakeholders. The current billing systems integrate with a number of internal, external and customer facing systems. These systems are critical to Energia and include (but not limited to); Market systems (which facilitate the sending and receiving of market messages, customer and payment information), customer communications management systems (to send and store all letter and email communications that are sent to customers as well as bills generated by the billing systems), customer account management (online and app solutions), online self-service journeys (to support key processes such as change of supplier, change of tenancy etc), as well as internal and external reporting (Qliksense, Qlikview, Power Bi). A detailed overview of the current system architecture is provided in Appendix 2, Scope of Services. The platform must be able to integrate with other key business and market systems. Customer Experience is a core part of our Positive Energy Strategy, so the platform should enable us to deliver seamless customer journeys, with channels including telephony, email and chat. While also supporting our agents by utilising AI and advances in technology to service customers. Additionally, the platform should support our needs around energy transition to support customers with their core energy supply and future product offerings. Migrating to a CRMB Platform will allow Energia to; • Be at the forefront of the Energy Transition in Ireland and maintain market position through innovative product propositions, demand management and integration with renewables & flexibility markets • Implement regulatory changes with minimal disruption to business operations • Maintain our low cost to serve and excellent customer service credentials Scope Clarification Energia intends to procure a CRM and Billing Platform capable of supporting both residential and commercial customers. However, depending on market conditions and the outcomes of this procurement, Energia may initially elect to contract for a residential only implementation. Energia reserves the right, at its sole discretion, to (i) defer onboarding of some or all commercial customer cohorts to a later phase, or (ii) undertake a separate procurement for commercial customer requirements. Suppliers must therefore demonstrate their ability to support both residential and commercial customer segments. Any phased implementation will not prejudice the competition or the evaluation of supplier capability. Systems Implementation Services We require systems implementation services to assist Energia in the configuration and deployment of the solution. The services will include dealing with multiple stakeholders from across a range of functions in Energia to support the Energia team on key decisions or issues as they arise. The Supplier will be responsible for defining the implementation plan and delivery methodology, data migration strategy, provision of detailed documentation to support integration requirements (E.g. API etc), solution design, completion of all relevant test phases, hypercare and activities required to transition into live support. This will include but not limited to localisation for integration if required. The Supplier must also provide insights to any transformational opportunities not identified by the internal project team while ensuring the system is set up as a "best in class" CRMB Platform. Documentation of the system processes and associated training is a key requirement for full delivery of the project. Ongoing Support Services Following implementation, Energia will require ongoing system support from the software provider (over the lifetime of the contract) to include but not limited to: • Helpdesk availability via telephone, email or the suppliers ticketing system • Problem Management Processes • Maintaining technical documentation for Energia use • Manage the Release Management Process including testing. Support requirements are detailed within the Scope of Services document.