Customer Experience Platform

Description

South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates and cross service process improvements. Lot 1: This PIN notice is being published to explore potential options for a Customer Experience (CX) Platform, incorporating CRM for South Lanarkshire Council. An overview of the requirement along with a pre market engagement questionnaire is included for suppliers to provide feedback on potential solutions. The responses to this Market Engagement Questionnaire will inform the procurement strategy and requirements. It is requested that completed questionnaires are submitted to Gayle Chilton by e-mail (e-mail address detailed on the attached questionnaire) no later than 12 noon on the Thursday 02 April 2026.. Please note there is no additional documentation available for this contract at this moment.