---
title: "Customer Relationship Management (CRM) System Training and Process Review"
ocid: "ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HIGHWAYS ENGLAND"
published: "2019-07-15"
---

# Customer Relationship Management (CRM) System Training and Process Review

Buyer: HIGHWAYS ENGLAND  
Current stage: Award  
OCID: ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df

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## Summary

Highways England is seeking to enhance its Customer Service Division (CSD) and wider Directorate through a tender titled "Customer Relationship Management (CRM) System Training and Process Review." This service involves the provision of specialist external CRM training for a duration of seven months, aimed at optimising the rollout of CRM across Major Projects. The procurement is categorised under research and development services and related consultancy services, with a contract value of £154,345. The contract period commenced on 15th July 2019 and will run until 31st December 2019. The tender was awarded on 12th July 2019 after a selective procurement method, as a call-off from a framework agreement, with the tender period concluding on 10th July 2019.

This tender presents significant opportunities for businesses that specialise in CRM training and consultancy services, particularly those familiar with process optimisation within large project environments. Firms that can offer expert resources, particularly those with experience in public sector engagements or working with public authorities like Highways England, would be well-positioned to participate. The focus on self-sufficiency and business process improvement could also appeal to innovative companies looking to demonstrate their capabilities in enhancing operational efficiencies within governmental frameworks.

## Notice

MP Customer Service Division (CSD) and the wider MP Directorate, requires the services of subject matter expert resources to provide 7 months of specialist external CRM training, process review and technical advice to assist in the delivery of CRM rollout across Major Projects (MP) and optimise integration with the Operations CRM system. This work will also review and optimise business as usual (BAU) owner processes to help secure future organisational self-sufficiency in this field within Highways England.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b8a642d2-c716-481e-9c94-4629dd2a8d50 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Jul 2019 |
| Submission deadline | 10 Jul 2019 |
| Future notice date | Not specified |
| Award date | 11 Jul 2019 |
| Contract period | 14 Jul 2019 - 31 Dec 2019 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £154,345 |
| Lots value | Not specified |
| Awards value | £154,345 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HIGHWAYS ENGLAND |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B1 1RN |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ATKINS |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73000000 - Research and development services and related consultancy services

## Release History

- 15 Jul 2019 at 09:04 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b8a642d2-c716-481e-9c94-4629dd2a8d50

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/b8a642d2-c716-481e-9c94-4629dd2a8d50
  15th July 2019 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/16910144-3845-48cb-89c6-4e99be83675e
  n/a

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-277a8977-b790-486d-a6a3-29e8443c56df.json.