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.
Barhale has completed work on two separate Rapid Action Taskforce Spills projects it is carrying out for Severn Trent.
Börger UK, which has firmly established itself as a leading pump brand since it was set up in Staffordshire in 2004, has moved into bigger, brand-new premises in Shrewsbury.
HUBER Technology UK & Ireland are inviting people to register for their March webinar where they will be providing information about HUBER water intake screens for municipal and industrial applications.
Sulzer has launched a new global Center of Excellence (CoE) for Water Treatment Solutions - the CoE consolidates Sulzer’s wastewater treatment expertise in a unified and global manner.
Hear how Scottish Water has completed its £235 million Ayrshire Glasgow Resilience Project - customers across Greater Glasgow, Ayrshire and East Renfrewshire will now benefit from a more secure and resilient water supply.
Hear how United Utilities is accelerating its investment to reduce spills from storm overflows across the Northwest.
Find out more about the remarkable career opportunities on offer at WSP - scroll down to watch the inspirational video.