Tender

GB-Newcastle: T21/0084 CRM Solution

NORTHUMBRIA UNIVERSITY AT NEWCASTLE

This public procurement record has 1 release in its history.

Tender

17 Apr 2022 at 13:20

Tender Notice
Summary of the contracting process

The procurement process involves Northumbria University at Newcastle seeking a Customer Relationship Management (CRM) solution, with a focus on enhancing student engagement from prospect to alumni. The tender, titled "GB-Newcastle: T21/0084 CRM Solution," is classified under the industry category of Business transaction and personal business software package, and it is currently in the Tender stage. The deadline for submissions is on 6th May 2022, with an expected contract start date of 31st May 2022, continuing until 30th May 2025. The total estimated value of the contract is between £500,000 and £1,000,000, and it is being procured through an open procedure.

This tender presents significant opportunities for businesses specialising in software development, particularly those focused on CRM solutions, data integration, and analytics. Companies that can provide innovative technology to streamline engagement across the student lifecycle, including integration with contact centres and student portals, would be particularly well-suited to compete. With the project's emphasis on enhancing student success and utilising data effectively, there may also be potential for collaborations with businesses experienced in educational technology and customer support solutions.

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Notice Information

Notice Title

GB-Newcastle: T21/0084 CRM Solution

Notice Description

The University is currently reviewing its current CRM solution and potential to expand the use of this solution. We are therefore interested in receiving submissions to will enable us to review the market and use these to inform our next steps. Our high-level requirements are as follows: The University is looking for a Customer Relationship Management (CRM) solution to provide a single source of the truth for engagement and experience for the whole student lifecycle from prospect, through applicant, enrolment and on course. The CRM solution should provide contact history and case management to assist the university with its admissions, student success and retention, by understanding each student's needs and experience at Northumbria. *We require a single database of all customer data for both students from prospect to alumni and businesses who supply or employ Northumbria students. *The solution will need to provide a single view of customer interactions together with case management to create tasks and workflow to facilitate the various business processes and student requests for support. *The solution will need to integrate with an omni-channel contact centre solution to allow all contacts to be captured against the customer record, including outbound calls from various outbound teams. *The solution will need to integrate with a student portal, either built on our existing technology stack of Sitecore, or a recognised content development platform to allow content to be presented to our students. *The solution will need to integrate with our student record system (Tribal SITS) and corporate website for prospects and application forms. *We require a rich suite of reporting to understand student experience and analytics and provision of visual customer journey maps. *We would also want the CRM to integrate with our VLE (Blackboard) to bring the academic and non-academic elements of student interaction into one picture and give us much richer data on the student, student journey and therefore when/how to intervene.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ec3fd49a-77d1-4bed-9991-8db58311c0bd
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48400000 - Business transaction and personal business software package

48445000 - Customer Relation Management software package

Notice Value(s)

Tender Value
£1,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
17 Apr 20223 years ago
Submission Deadline
6 May 2022Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 May 2022 - 30 May 2025 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NORTHUMBRIA UNIVERSITY AT NEWCASTLE
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
NEWCASTLE
Postcode
NE1 8ST
Post Town
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC43 Tyneside
Delivery Location
TLC North East (England)
Local Authority
Newcastle upon Tyne
Electoral Ward
Monument
Westminster Constituency
Newcastle upon Tyne Central and West

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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