Northumbrian Water has gone out to tender with a contract for a customer relation management software package worth up to £750,000.
The water company’s customers are currently able to create and login to an online account to view current and historic bills and undertake minor account administration via a login process which is currently managed within NWL.
The process is linked to NWL’s Customer Information and Billing System for authentication. In 2017 the existing billing system will be retired and a new Customer Identification and Management (CIAM) solution will be required.
NWL said that as a result of customer feedback, there is a drive within the organisation to give a better online customer experience. The new solution would provide an ideal starting point and should provide a better sign-up experience for customers and provide greater insights into customer needs. It would also present an opportunity for Northumbrian to improve the current system and create a foundation to build current and future web services upon.
The contract will initially run for three years with an additional 2 year extension option – estimated value is put at between £250,000 and £750,000.
Time limit for receipt of tenders or requests to participate is 17th February 2017 – click here to access the tender documentation.
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