Scottish Water has gone out to tender with a 15 year contract for IT Customer Relationship Management Software worth an estimated £9.5 million.
Scottish Water said it needs to update its organisation, business processes and supporting IT systems in order to deliver against commitments made to the Regulator; to meet the demands of the new Customer Experience Measure (CEM); and to deliver its ambition to deliver leading levels of service, as measured through the UK Customer Satisfaction Index (UKCSI).
A programme of work, known as the Customer Experience Programme, has been established to drive this forward.
The water company is now looking to replace its Customer Relationship Management (CRM) system and channel management applications.
The CRM component is intended to integrate front office functions through all channels (telephone, web, social media, email, SMS and paper mail), allowing customer service agents to deal with enquiries, create service requests, agree appointments and integrate with a range of other applications.
The new CRM solution will need to integrate with a range of other applications, including:
- Scheduling;
- GIS;
- Asset Management;
- Telephony;
- Document Management; and
- Billing.
Starting date for the contract is 11th September 2015 with completion scheduled for 10th September 2030. Time limit for receipt of tenders or requests to participate is 1st June – click here to access the tender documentation.
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