D3 Tenders | Customer Relationship Management Services

Notice Information

Notice Title

Customer Relationship Management Services - XC Trains Limited (XC)

Notice Description

XC Trains Limited (CX) will be conducting a tender for the provision of a Customer Relationship Management (CRM) system for current and future customers of XC's CrossCountry services. XC defines Customer Relationship Management (CRM) as follows: * A Customer Relations module that facilitates efficient case and account management, streamlined interactions, and maximises operational efficiencies to ensure seamless customer engagement and support. * A Marketing module that facilitates e-mail campaign management, advanced customer segmentation, the ability to send both relevant travel information and promotional material to specific customers that is personal to them. * Both modules must interact with each other and, through a single database as well as integrating other data sources, provide a Single Customer view (SCV) of all interactions any customer has with XC.

Lot Information

Lot 1

XC Trains Limited (XC) will be conducting a tender for the provision of a Customer Relationship Management system for current and future customers of XC's CrossCountry services. XC defines Customer Relationship Management (CRM) as follows: * A Customer Relations module that facilitates efficient case and account management, streamlined interactions, and maximises operational efficiencies to ensure seamless customer engagement and support. * A Marketing module that facilitates e-mail campaign management, advanced customer segmentation, the ability to send both relevant travel information and promotional material to specific customers that is personal to them. * Both modules must interact with each other and, through a single database as well as integrating other data sources, provide a Single Customer View (SCV) of all interactions any customer has with XC. This tender supports XC's digital and CRM strategy, which focuses on delivering the best digital and journey experience with CrossCountry, in a cost-effective manner. For XC to be a good and efficient operator, that customers trust to meet their needs, it requires an experienced supplier to deliver a CRM system that facilitates a tailored and individual approach to CRM, through a complete understanding of each interaction that a customer has with XC. XC aims to deliver personalised and highly targeted campaigns that are relevant to each individual customer, ensuring value in all communications, for both XC and the customer. The CrossCountry network is the most extensive rail franchise in Britain, calling at more than 100 stations. CrossCountry serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham. XC will be seeking prices for an initial 3-year contract, with an end date of October 2027 (subject to 6-month termination for convenience rights), and an option to extend. Please register your interest by 12noon on 11th March 2024 at CRMStender.admin@crosscountrytrains.co.uk

Renewal: Details of this will be shared in the main tender document.

Notice Details

Publication & Lifecycle

Open Contracting ID: ocds-h6vhtk-04387a
Publication Source: Find A Tender Service
Latest Notice: https://www.find-tender.service.gov.uk/Notice/004281-2024
Current Stage: Tender
All Stages: Tender

Procurement Classification

Notice Type: Tender Notice
Procurement Type: Standard
Procurement Category: Goods
Procurement Method: Selective
Procurement Method Details: Negotiated procedure with prior call for competition
Tender Suitability: Not specified
Awardee Scale: Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions: 48 - Software package and information systems
CPV Codes: 48000000 - Software package and information systems

Notice Value(s)

Tender Value: Not specified
Lots Value: Not specified
Awards Value: Not specified
Contracts Value: Not specified

Notice Dates

Publication Date: 8 Feb 20241 years ago
Submission Deadline: 11 Mar 2024Expired
Future Notice Date: Not specified
Award Date: Not specified
Contract Period: 14 Oct 2024 - 15 Oct 2027 3-4 years
Recurrence: Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer: XC TRAINS LIMITED
Contact Name: adrian jones
Contact Email: crmstender.admin@crosscountrytrains.co.uk
Contact Phone: Not specified

Buyer Location

Locality: SUNDERLAND
Postcode: SR3 3XP
Post Town: Sunderland
Country: England
Major Region (ITL 1): TLC North East (England)
Basic Region (ITL 2): TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3): TLC44 Sunderland
Delivery Location: TLG West Midlands (England)
Local Authority: Sunderland
Electoral Ward: Doxford
Westminster Constituency: Houghton and Sunderland South

Further Information

Notice URLs

http://www.crosscountrytrains.co.uk

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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