Northumbrian Water Group is looking for supplier participation in a pre-market engagement exercise for a proactive customer feedback platform.
The water company requires a true "Voice of the Customer" and Customer Resolution tool with the capability to proactively communicate with customers via text and email and to identify both good and bad customer journeys.
The tool will also help to ensure that what Northumbrian Water describes as a limited resource is appropriately directed where customers are saying there are issues.
According to the water company, without direct customer feedback a huge amount of time and energy could be invested in looking to improve processes that may well be delivering effective services to customers, whilst those that aren't are missed.
Northumbrian Water is seeking a solution tailored towards highlighting what as a business it operationally does well and pointing us towards the areas it needs to work on and improve by highlighting customer pain points per customer journey per department and contact channel. The solution should be able to categorise key topics & themes by sentiment with the use of text analytics and sentiment engine based on a taxonomy that befits the water industry.
Northumbrian is looking to run discovery sessions with 4 applicants which will be held 7 September 2022 with the team.
Northumbrian Water has issued a Periodic Indicative Notice to manage the pre-market engagement exercise in order to obtain feedback from the marketplace in relation to what is currently available within this market space before issuing a tender.
The primary focus is to provide market intelligence and an insight into market trends, solution availability, as well as any perceived risks and opportunities.
Time limit for receipt of expressions of interest and response to the PIN is 2 September 2022 – click here to access the PIN.
The estimated date of publication of a formal contract notice is 17 October 2022.
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