---
title: "SWR Customer Interaction Management Solution (CIM)"
ocid: "ocds-h6vhtk-03a41a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03a41a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a41a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03a41a.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "FIRSTGROUP HOLDINGS LIMITED"
published: "2023-02-24"
---

# SWR Customer Interaction Management Solution (CIM)

Buyer: FIRSTGROUP HOLDINGS LIMITED  
Current stage: Tender  
OCID: ocds-h6vhtk-03a41a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03a41a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03a41a.json)

## Summary

The FirstGroup Holdings Ltd. is procuring a Customer Interaction Management (CIM) Solution through a selective procurement process. The company seeks to support its Customer Contact Centres (CCC) that communicate with customers across various channels. Key locations for services include Southampton and Basingstoke in the UK. The procurement stage is currently active with a tender period ending on 9th March 2023 and an invitation date for the second stage set for 29th March 2023.

This tender provides an opportunity for businesses specializing in Customer Relation Management software packages to compete. Companies with expertise in providing integrated and multi-functional solutions are well-suited to meet the requirements outlined by FirstGroup. The procurement method involves a negotiated procedure with prior call for competition, aiming to leverage technical capabilities to support the business efficiently and enhance customer service management.

## Notice

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

### Lot Information

Lot 1

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys. The existing legacy system, built around Microsoft Dynamics, has been in situ for the best part of a decade. The platform has minimal integration, no use of smart web forms to improve case indexing and requires a large amount of user input to move a case through each stage gate. With a basic customer view offering very limited information and a convoluted and complex operational environment. it is difficult to train new users. In addition, the ability to provide management information outside the defined ORR reporting is highly manual and requires specifically skilled staff to administer. SWR are looking to partner with a supplier who not only has the technical capability to provide the solution we need to support the business but one who wants to work proactively with us to leverage the investment to the maximum level possible. FirstGroup is looking for expressions of interest from suppliers that can deliver an integrated and multi-functional requirement to achieve FirstGroup's vision of a single cloud solution.

Renewal: An option for a period of 2 years and a further period of up to 2 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/005570-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 24 Feb 2023 |
| Submission deadline | 9 Mar 2023 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £950,000 |
| Lots value | £950,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | FIRSTGROUP HOLDINGS LIMITED |
| Locality | LONDON |
| Post town | West London |
| Postcode | W2 1AF |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | Hyde Park |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLI London, TLK South West (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48445000 - Customer Relation Management software package

## Release History

- 24 Feb 2023 at 14:33 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/005570-2023
- 8 Feb 2023 at 22:13 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/003945-2023

## Notice URLs

- http://redirect.transaxions.com/events/G6Uey
- http://redirect.transaxions.com/events/UYo5P
- http://www.firstgroupplc.com

## 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-03a41a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03a41a.json.