---
title: "CRM and ITSM systems"
ocid: "ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF BARKING AND DAGENHAM"
published: "2020-09-16"
---

# CRM and ITSM systems

Buyer: LONDON BOROUGH OF BARKING AND DAGENHAM  
Current stage: Award  
OCID: ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02.json)

## Summary

The London Borough of Barking and Dagenham has awarded a contract for the replacement of its Customer Relationship Management (CRM) and IT Service Management (ITSM) systems. This procurement, valued at £477,072, falls under the category of goods and is classified as Customer Relation Management software. The contract period commenced on 30th June 2020 and will continue until 29th September 2022. The procurement process utilised a selective method, specifically a call-off from a framework agreement, with the tender period closing on 12th June 2020.

This tender represents a significant opportunity for small and medium-sized enterprises (SMEs) within the IT and software sectors to engage with public sector clients. Businesses offering CRM solutions and IT service management software are particularly well-suited to compete. The active contract awarded to Freshworks Inc. underlines the potential for other suppliers in similar domains to contribute innovative solutions to local government needs, fostering growth and collaboration in the public procurement landscape.

## Notice

Replacement Customer Relationship Management and IT Service Management System

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a4efe76e-fcca-46d9-aff3-42f172b139f3 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Sep 2020 |
| Submission deadline | 12 Jun 2020 |
| Future notice date | Not specified |
| Award date | 28 Jun 2020 |
| Contract period | 29 Jun 2020 - 29 Sep 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £477,072 |
| Lots value | Not specified |
| Awards value | £477,072 |
| 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 | LONDON BOROUGH OF BARKING AND DAGENHAM |
| Locality | BARKING |
| Post town | Ilford |
| Postcode | IG11 7LU |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI5 Outer London - East and North East |
| ITL 3 | TLI52 Barking & Dagenham and Havering |
| Local authority | Barking and Dagenham |
| Electoral ward | Abbey |
| Westminster constituency | Barking |
| Delivery location | TLI London, TLJ South East (England) |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48445000 - Customer Relation Management software package

## Release History

- 16 Sep 2020 at 12:30 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a4efe76e-fcca-46d9-aff3-42f172b139f3
- 16 Sep 2020 at 12:27 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/a4efe76e-fcca-46d9-aff3-42f172b139f3

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/a4efe76e-fcca-46d9-aff3-42f172b139f3
  16th September 2020 - Awarded contract notice on Contracts Finder

## 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-aff2ebca-1256-445c-9f7a-dfcad7255e02. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-aff2ebca-1256-445c-9f7a-dfcad7255e02.json.