--- title: "GB-Newcastle: T21/0084 CRM Solution" ocid: "ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249.json" source: "Contracts Finder" current_stage: "Tender" buyer: "NORTHUMBRIA UNIVERSITY AT NEWCASTLE" published: "2022-04-17" --- # GB-Newcastle: T21/0084 CRM Solution Buyer: NORTHUMBRIA UNIVERSITY AT NEWCASTLE Current stage: Tender OCID: ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249.json) ## Summary 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. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ec3fd49a-77d1-4bed-9991-8db58311c0bd | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 17 Apr 2022 | | Submission deadline | 6 May 2022 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 May 2022 - 30 May 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORTHUMBRIA UNIVERSITY AT NEWCASTLE | | Locality | NEWCASTLE | | Post town | Newcastle upon Tyne | | Postcode | NE1 8ST | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC43 Tyneside | | Local authority | Newcastle upon Tyne | | Electoral ward | Monument | | Westminster constituency | Newcastle upon Tyne Central and West | | Delivery location | TLC North East (England) | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48400000 - Business transaction and personal business software package - 48445000 - Customer Relation Management software package ## Release History - 17 Apr 2022 at 13:20 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/ec3fd49a-77d1-4bed-9991-8db58311c0bd ## Documents - https://www.contractsfinder.service.gov.uk/Notice/ec3fd49a-77d1-4bed-9991-8db58311c0bd 17th April 2022 - Opportunity notice on Contracts Finder - https://www.delta-esourcing.com/tenders/UK-GB-Newcastle:-T21/0084-CRM-Solution/XYAG57T7GB Please follow this link to view the notice. ## 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-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8a989e6a-f457-4e61-ada6-60513da89249.json.