---
title: "Customer Relationship Management Services - XC Trains Limited (XC)"
ocid: "ocds-h6vhtk-04387a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04387a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04387a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04387a.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "XC TRAINS LIMITED"
published: "2024-02-08"
---

# Customer Relationship Management Services - XC Trains Limited (XC)

Buyer: XC TRAINS LIMITED  
Current stage: Tender  
OCID: ocds-h6vhtk-04387a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04387a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04387a.json)

## Summary

XC Trains Limited is inviting tenders for Customer Relationship Management Services. This tender involves the provision of a CRM system for current and future customers of XC's CrossCountry services. The procurement stage is active, and interested parties must register their interest by 12 noon on 11th March 2024. The contract period is set to start on 15th October 2024 and end on 15th October 2027, with an option to extend. The procurement method is a selective procedure with prior call for competition.

This tender by XC Trains Limited presents an opportunity for businesses experienced in CRM systems to compete for a 3-year contract. The successful supplier will support XC's digital and CRM strategy aimed at delivering personalised customer experiences. Businesses well-suited for this tender are those with expertise in customer relations, marketing, and software systems. The delivery address for this contract is in the UK, and the submission method is written, in English. The contract includes renewal options, providing stability and potential for long-term partnerships in the rail services sector.

## Notice

XC Trains Limited (CX) will be conducting a tender for the provision of a Customer Relationship Management (CRM) system for current and future customers of XC's CrossCountry services. XC defines Customer Relationship Management (CRM) as follows: * A Customer Relations module that facilitates efficient case and account management, streamlined interactions, and maximises operational efficiencies to ensure seamless customer engagement and support. * A Marketing module that facilitates e-mail campaign management, advanced customer segmentation, the ability to send both relevant travel information and promotional material to specific customers that is personal to them. * Both modules must interact with each other and, through a single database as well as integrating other data sources, provide a Single Customer view (SCV) of all interactions any customer has with XC.

### Lot Information

Lot 1

XC Trains Limited (XC) will be conducting a tender for the provision of a Customer Relationship Management system for current and future customers of XC's CrossCountry services. XC defines Customer Relationship Management (CRM) as follows: * A Customer Relations module that facilitates efficient case and account management, streamlined interactions, and maximises operational efficiencies to ensure seamless customer engagement and support. * A Marketing module that facilitates e-mail campaign management, advanced customer segmentation, the ability to send both relevant travel information and promotional material to specific customers that is personal to them. * Both modules must interact with each other and, through a single database as well as integrating other data sources, provide a Single Customer View (SCV) of all interactions any customer has with XC. This tender supports XC's digital and CRM strategy, which focuses on delivering the best digital and journey experience with CrossCountry, in a cost-effective manner. For XC to be a good and efficient operator, that customers trust to meet their needs, it requires an experienced supplier to deliver a CRM system that facilitates a tailored and individual approach to CRM, through a complete understanding of each interaction that a customer has with XC. XC aims to deliver personalised and highly targeted campaigns that are relevant to each individual customer, ensuring value in all communications, for both XC and the customer. The CrossCountry network is the most extensive rail franchise in Britain, calling at more than 100 stations. CrossCountry serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham. XC will be seeking prices for an initial 3-year contract, with an end date of October 2027 (subject to 6-month termination for convenience rights), and an option to extend. Please register your interest by 12noon on 11th March 2024 at CRMStender.admin@crosscountrytrains.co.uk

Renewal: Details of this will be shared in the main tender document.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/004281-2024 |
| 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 | 8 Feb 2024 |
| Submission deadline | 11 Mar 2024 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 14 Oct 2024 - 15 Oct 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| 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 | XC TRAINS LIMITED |
| Locality | SUNDERLAND |
| Post town | Sunderland |
| Postcode | SR3 3XP |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC44 Sunderland |
| Local authority | Sunderland |
| Electoral ward | Doxford |
| Westminster constituency | Houghton and Sunderland South |
| Delivery location | TLG West Midlands (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 8 Feb 2024 at 15:50 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/004281-2024

## Notice URLs

- http://www.crosscountrytrains.co.uk

## 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-04387a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04387a.json.