--- title: "Customer Relationship Management System" ocid: "ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e.json" source: "Contracts Finder" current_stage: "Tender" buyer: "THE HORNIMAN PUBLIC MUSEUM AND PUBLIC PARK TRUST" published: "2021-03-02" --- # Customer Relationship Management System Buyer: THE HORNIMAN PUBLIC MUSEUM AND PUBLIC PARK TRUST Current stage: Tender OCID: ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e.json) ## Summary The Horniman Public Museum and Public Park Trust is seeking tenders for a Customer Relationship Management (CRM) system to optimise their data management and enhance revenue generation. This procurement, classified under the software package and information systems category (CPV code: 48000000), is currently in the active tender stage. The deadline for formal submissions is set for 19th March 2021 at 5pm, with the contract expected to commence on 1st May 2021 and run until 31st January 2022. The procurement method employed is an open procedure, and the budget for the project is £30,000. This tender presents a significant opportunity for businesses specialising in CRM systems and software solutions, particularly those aimed at data integration and customer experience enhancement. Small and medium-sized enterprises (SMEs) with relevant experience in delivering efficient and user-friendly software packages will be well-suited to compete for this contract. Companies that can demonstrate innovative approaches to consolidating diverse customer data into a single accessible platform will likely have an advantage in the bidding process. ## Notice Since the inception of our current CRM system in 2014 our combined membership and ticketing revenue has grown by 165%. It is vital that we protect this income, while finding new ways of generating more income in a cost effective way. A new CRM is key to unlocking a great deal of potential income we are currently unable to access. The Horniman's customer data is currently stored in seven databases, which means a customer's data can be potentially stored on all seven if they have bought tickets, joined as a member, donated money, signed up to the mailing list, or are involved in education: * RecreateX - ticketing and memberships, including Benefactors * Raiser's Edge - fundraising, including Benefactors * MailChimp - customer emails and contact preferences * Schools Database (FileMaker) - schools details * Donorbox - donations made online and Benefactors who renewed or joined during the closure * Survey Monkey - on-line forms and post event surveys * Spreadsheets - an array of customer information which cannot be stored on any of the above databases or staff find easier to manage outside these We are seeking to consolidate this data into one manageable system. The Horniman would like to migrate to a CRM system which allows us to see each interaction across every area of activity and each point of the customer's journey with us. Formal tender submissions must be received by 19th March 2021, 5pm. Tender submission should be made through email to Lee-Anne Inglis, Systems and Data Officer, lainglis@horniman.ac.uk Receipt of submissions will be acknowledged by email. Further details on CRM objectives, project scope, tender submission requirements and selection criteria are set out in the invitation to tender document. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/db06222a-83ef-4931-8624-90bd81a9a892 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Goods | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 2 Mar 2021 | | Submission deadline | 19 Mar 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 Apr 2021 - 31 Jan 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £30,000 | | 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 | THE HORNIMAN PUBLIC MUSEUM AND PUBLIC PARK TRUST | | Locality | LONDON | | Post town | South East London | | Postcode | SE23 3PQ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Lewisham | | Electoral ward | Forest Hill | | Westminster constituency | Lewisham West and East Dulwich | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems ## Release History - 2 Mar 2021 at 12:01 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/db06222a-83ef-4931-8624-90bd81a9a892 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/db06222a-83ef-4931-8624-90bd81a9a892 2nd March 2021 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/da70716a-04cb-472c-9b4f-6a1c39d9264c Invitation to tender - https://www.contractsfinder.service.gov.uk/Notice/Attachment/444dad30-1914-4f30-acd5-c95867c23f1f Anti-fraud and bribery statement - https://www.contractsfinder.service.gov.uk/Notice/Attachment/154ba4b9-ad2a-4d22-a21a-0a26d71230b8 Horniman Terms and Conditions ## 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-fae76c48-5e60-40d0-be4c-e7977b23858e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-fae76c48-5e60-40d0-be4c-e7977b23858e.json.