Provision for a customer relationship management (CRM) system
Details
- Supplier(s)
- Abavus Ltd
- Value
- £336,695
- Topic
- Software package and information systems
- Published
- 24 March 2023
- Source
- uk:sell2wales
Tender description
Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents Lot 1: The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.
Timeline
- Completed: Award date1 March 2023
- Completed: Award published24 March 2023Current notice
About the buyer
Torfaen County Borough Council is the local authority for Torfaen, and buys as a local government organisation. Dynamic purchasing systems are in use, including one for Flying Start childcare placements. Smaller opportunities are also run as quick quotes. Meet the Buyer events are held for smaller opportunities. Consortia bids are welcomed on select opportunities. Recent contracts cover leisure facilities, waste management, ground maintenance and mental health services.
Over the past 5 years, most of Torfaen County Borough Council's contract awards have been in business services, health and social work and construction work.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@torfaen-county-borough-council.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@torfaen-county-borough-council.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@torfaen-county-borough-council.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@torfaen-county-borough-council.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@torfaen-county-borough-council.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@torfaen-county-borough-council.gov |
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