---
title: "Provision for a customer relationship management (CRM) system"
ocid: "ocds-h6vhtk-037df0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-037df0"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-037df0.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-037df0.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "CHIEF EXECUTIVE’S SERVICE"
published: "2023-03-24"
---

# Provision for a customer relationship management (CRM) system

Buyer: CHIEF EXECUTIVE’S SERVICE  
Current stage: Award  
OCID: ocds-h6vhtk-037df0

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## Summary

The Torfaen County Borough Council (TCBC) has completed the award process for the provision of a customer relationship management (CRM) system. The contract was awarded to Abavus Ltd. The procurement process was open, and the main procurement category was services. The deadline for tender submissions was the 2nd of December 2022. The TCBC's Chief Executive’s Service led the procurement process. The location for the contract is in Torfaen, UK, and the industry category is IT services. The procurement method used was an open procedure.

This tender for a customer relationship management (CRM) system by the Torfaen County Borough Council offers opportunities for businesses in IT services, consulting, software development, and support. Companies with expertise in CRM systems, software development, and customer service solutions are well-suited to compete for this contract. The contract has a total value of £380,000 and includes potential extensions for up to 24 months. Businesses interested in providing technical support, system implementation, security arrangements, training, and documentation services should consider participating in this tender to support the TCBC's customer services team.

## Notice

Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents

### Lot Information

Lot 1

The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.

Renewal: There is an option to extend the contract for a further period of up to 24 months in total

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/008590-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 24 Mar 2023 |
| Submission deadline | 2 Dec 2022 |
| Future notice date | Not specified |
| Award date | 1 Mar 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £380,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CHIEF EXECUTIVE’S SERVICE |
| Locality | PONTYPOOL |
| Post town | Newport |
| Postcode | NP4 6YB |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL53 Gwent Valleys |
| Local authority | Torfaen |
| Electoral ward | Pontypool Fawr |
| Westminster constituency | Torfaen |
| Delivery location | TLL16 Gwent Valleys |

## Supplier

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

## 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
- 48445000 - Customer Relation Management software package
- 48781000 - System management software package
- 48782000 - Storage management software package
- 48783000 - Content management software package
- 72000000 - IT services: consulting, software development, Internet and support
- 72212445 - Customer Relation Management software development services

## Release History

- 24 Mar 2023 at 10:30 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/008590-2023
- 1 Nov 2022 at 10:01 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/030771-2022

## Notice URLs

- http://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0498
- http://www.torfaen.gov.uk
- https://supplierlive.proactisp2p.com/Account/Login

## 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-h6vhtk-037df0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-037df0.json.