---
title: "Customer Relationship Management (\"CRM\") Re-Implementation - AWARD"
ocid: "ocds-b5fd17-ba1aea09-94b3-461b-9018-0c5977fdec86"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ba1aea09-94b3-461b-9018-0c5977fdec86"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ba1aea09-94b3-461b-9018-0c5977fdec86.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ba1aea09-94b3-461b-9018-0c5977fdec86.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "UNIVERSITY OF READING"
published: "2024-07-01"
---

# Customer Relationship Management ("CRM") Re-Implementation - AWARD

Buyer: UNIVERSITY OF READING  
Current stage: Award  
OCID: ocds-b5fd17-ba1aea09-94b3-461b-9018-0c5977fdec86

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## Summary

The University of Reading has awarded a contract for a project titled "Customer Relationship Management (CRM) Re-Implementation". This procurement falls under the IT services category and has a value of £1,000,000. The procurement method used was a selective process with a restricted procedure. The tender period ended on 5th March 2024, and the contract will be active from 22nd April 2024 until 21st April 2025.

This tender by the University of Reading presents opportunities for businesses specialising in IT services, software development, and consulting. Small and medium-sized enterprises (SMEs) are particularly suited for this opportunity. The project aims to re-implement a CRM solution using Microsoft Dynamics, offering business growth prospects for suppliers with expertise in industry-specific software packages and information systems. Businesses located in the United Kingdom, especially in the South East region, can benefit from participating in this contract.

## Notice

The University is seeking a supplier who will build and re-implement a new version of our current CRM solution using Microsoft Dynamics that meets the requirements of the Global Recruitment & Admissions ("GR&A") team he primary focus of this paper is on the current GR&A use of the MS Dynamics CRM system. The initiative is to simplify what is a complicated working environment which is not helped by the current configuration and associated business processes within the MS Dynamics system. The MS Dynamics CRM system in use by GR&A is the only system available for the recording, management and reporting of a significant volume of pre-application activity with prospective students. As a Tier 1 business-critical system, it supports all facets of university student recruitment and outreach. From application onwards, enquiries are still managed in the CRM system, however the application process and student record management is achieved with a different system, that is integrated into the CRM. It is the critical data repository and communication tool that enables the management of all pre-application activity; including handling enquiries, prospectus requests, event record management (both in person and digital), Clearing interest, and enabling proactive and continued engagement with potential students through scheduled and personalised marketing email communications, all designed to ensure Reading is seen as a desirable University destination and drive applications across all levels of study, from UK and overseas students. As a master record of all pre-application activity, the Microsoft Dynamics CRM system is also a critical tool in measuring the impact of our recruitment efforts, most notably through the integration with our system containing application data to show return on investment through the resulting recruitment pipeline. Over a 15-month cycle, team members from GR&A manage engagement with 45,000-50,000 leads (prospective students) within the CRM system, across Undergraduate, Postgraduate (Teaching and Research), International Foundation and Pre-sessional programmes. In addition, the CRM system is also critical for supporting longer term engagement with students looking for entry in future years, recording initiatives committed to as part of our Access and Participation plan and communicating with parents and other stakeholders in the University application journey, such as teachers and international agents.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/15df8cfa-ae1c-4f3c-be9d-953232e309dd |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Jul 2024 |
| Submission deadline | 5 Mar 2024 |
| Future notice date | Not specified |
| Award date | 26 Jun 2024 |
| Contract period | 21 Apr 2024 - 21 Apr 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 | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | UNIVERSITY OF READING |
| Locality | UOR |
| Post town | Reading |
| Postcode | RG6 6UR |
| Country | England |
| ITL 1 | TLJ South East (England) |
| ITL 2 | TLJ1 Berkshire, Buckinghamshire and Oxfordshire |
| ITL 3 | TLJ16 Berkshire West |
| Local authority | Wokingham |
| Electoral ward | Hillside |
| Westminster constituency | Earley and Woodley |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TTEC CONSULTING (UK |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 48100000 - Industry specific software package
- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 1 Jul 2024 at 10:38 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/15df8cfa-ae1c-4f3c-be9d-953232e309dd

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/15df8cfa-ae1c-4f3c-be9d-953232e309dd
  1st July 2024 - Awarded contract notice on Contracts Finder

## Provenance

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