---
title: "Provision of Cloud Based Enquiry Management Software Suite"
ocid: "ocds-h6vhtk-04d414"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04d414"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04d414.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04d414.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE UNIVERSITY OF BIRMINGHAM"
published: "2025-01-17"
---

# Provision of Cloud Based Enquiry Management Software Suite

Buyer: THE UNIVERSITY OF BIRMINGHAM  
Current stage: Award  
OCID: ocds-h6vhtk-04d414

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## Summary

The University of Birmingham has concluded the procurement process for the "Provision of Cloud Based Enquiry Management Software Suite," falling under the software package and information systems category (CPV 48000000). This contract, valued at £352,160, has been awarded to Harbers Solutions BV, with the contract being active as of 17th January 2025. This procurement falls within the UK's West Midlands region (UKG31) and involves the extension of an existing contract due to expire in July 2025, aiming to transition various university services to a centralised CRM platform by 2028-29. The procurement method used was a limited award procedure without prior publication of a call for competition, justified as falling outside the directive's scope.

This contract presents significant growth opportunities for businesses specialising in CRM solutions, system integration, and cloud-based software services, particularly those capable of meeting diverse, large-scale academic and administrative needs. Companies experienced in synchronising software with existing systems like Ellucian Banner and managing staff access through core systems will find this project particularly suitable. The focus on a centralised CRM solution creates a competitive edge for businesses offering comprehensive, integrated software suites and consulting services with the capability to facilitate and support digital strategy implementations within educational institutions.

## Notice

The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access. Given that one of the aims of our digital strategy is to consolidate the number of CRMs across the organisation a wider set of institutional needs for the future have been identified around providing CRM functionality to areas which do not currently have it available, including student wellbeing case management, and moving areas already using CRMs onto a centralised system, including student communications (as their current technology will be gone in the next 1-3 years). Verint has been identified as another CRM which can be rolled into this process of consolidation and replaced by a centralised platform. An initial implementation roadmap has been developed by ITS and their preliminary prioritisation has determined that the transition of services from Verint Express is less urgent than a number of other areas. As a result, we anticipate that 2025-28 will be required to migrate those higher priority areas to the centralised CRM solution, with 2028-29 identified for mobilisation of Verint services to the new platform. It would not be cost effective to go through a tender and procurement process of this scale for what is expected to be a short-term solution. Therefore, we are looking to extend the current contract with Harbers Solutions Ltd for a period of up to four years (current contract expires July 2025).

### Lot Information

Lot 1

The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access. There are currently around 350 active users across a total of 24 teams based in the Aston Webb Student Hub as well as the Wellbeing and Student Experience teams in the College of Social Sciences, Student Services and Wellbeing teams in Dubai, Birmingham Global in External Relations, and during the Welcome period the Online Registration helpline in IT Services.

### Procurement Information

The University of Birmingham uses Verint Express, a cloud-based enquiry management software suite supplied by Harbers Solutions Ltd to support customer relationship management (CRM) and case note functionality widely across student-facing and administrative teams within Academic Services and beyond. The product is fully integrated with our Student Records System (Ellucian Banner), to synchronise student data and with Core Systems to manage staff access. Given that one of the aims of our digital strategy is to consolidate the number of CRMs across the organisation a wider set of institutional needs for the future have been identified around providing CRM functionality to areas which do not currently have it available, including student wellbeing case management, and moving areas already using CRMs onto a centralised system, including student communications (as their current technology will be gone in the next 1-3 years). Verint has been identified as another CRM which can be rolled into this process of consolidation and replaced by a centralised platform. An initial implementation roadmap has been developed by ITS and their preliminary prioritisation has determined that the transition of services from Verint Express is less urgent than a number of other areas. As a result, we anticipate that 2025-28 will be required to migrate those higher priority areas to the centralised CRM solution, with 2028-29 identified for mobilisation of Verint services to the new platform. It would not be cost effective to go through a tender and procurement process of this scale for what is expected to be a short-term solution. Therefore, we are looking to extend the current contract with Harbers Solutions Ltd for a period of up to four years (current contract expires July 2025).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/001653-2025 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Jan 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 17 Jan 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £352,160 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE UNIVERSITY OF BIRMINGHAM |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B15 2TT |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Edgbaston |
| Westminster constituency | Birmingham Edgbaston |
| Delivery location | TLG31 Birmingham |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HARBERS SOLUTIONS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 17 Jan 2025 at 11:13 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/001653-2025

## Notice URLs

- https://www.birmingham.ac.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-04d414. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04d414.json.