Customer Relationship Management (CRM) Solution

Tender description

The National Library of Scotland (the Library) is procuring a service provider to implement a cloud hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library. Lot 1: For the first phase of the Library’s wider CRM programme, the Library is in the process of procuring a service provider to implement a cloud‑hosted Customer Relationship Management (CRM) solution and associated services in partnership with the Library. The first phase focuses on the establishment of secure and governed data flows between systems for the purpose of improving fundraising and supporter engagement, strengthening communications and stewardship. It is intended to: - Replace the existing legacy fundraising CRM (Raiser’s Edge) with a modern cloud-hosted CRM solution - Migrate agreed user data and enable core CRM functionality for communications, fundraising, and supporter management - Sync membership data between the in-house Customer Registration System (CRS) and the new CRM - Enable centrally controlled communications to members and supporters, including consent, preference, and suppression management - Support improved join, renew and donate journeys through integration with parallel web design work - Establish clear governance for data, consent, and reporting Additional information: The new CRM Solution implementation is supported through funding from Bloomberg Philanthropies as part of the Bloomberg Digital Accelerator Programme.