Yorkshire Water has gone out to tender with a major AMP7 contract for a Customer Relationship Management (Software Tool and Systems Integrator) worth an estimated £11.45 million.

The water company says it has an ambition to excel in the experience we offers to its customers and its CX Tech Strategy sets out a pathway by which it can accelerate elements of its CX ambition.

Yorkshire Water is looking to procure what it describes as “a new 'Best of Suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases.”

The tender process is to select suppliers who can work with Yorkshire Water to transform the utility’s customer experience technology area through two main services:

• Customer Relationship Management Software - including the provision of software, hosting, maintenance, support, training and a range of other related services.
• Customer Relationship Management Implementation - including provision of a range of implementation, configuration, integration, testing and arrange of other services

The tender document provides extensive detail about the scope of services Yorkshire Water is looking to secure under the contract. For the avoidance of doubt, Yorkshire Water has emphasised that bidders must be capable of delivering both the CRM Software Tool, either directly or acting as a reseller, and the Systems Integration service.

The water company will work with successful bidders to deliver a step change in the experience offered to its customers.

Internal users of the solution will be from across Yorkshire Water (and its suppliers) including customer, developer services, operations, water/waste business areas and other related teams.

The solution will replace a legacy suite of products several of which were developed 10-20 years ago and have technical constraints - meaning Yorkshire Water cannot readily develop them.

Yorkshire Water said it is seeking a provider (either a customer experience systems implementer who resells CX software or a CX software provider with implementation experience) of a 'best of suite' CRM solution capable of managing all related customer interactions, cases, subcases and communications that span the billing and operational areas.

At this stage in the process, the water company wants to consider the widest variety of options and would therefore discourage Tool providers from partnering with a single Systems Integrator or vice versa.

“The successful bidder must have extensive experience of undertaking technology powered transformations of utility companies' customer experience environments,” the tender says.

Time limit for receipt of tenders or requests to participate is 7 January 2021 – click here to access the tender documentation.

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