Customer Experience Platform
Description: South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates (read more...)
Summary: South Lanarkshire Council is embarking on a procurement process for a Customer Experience Platform, indicated by a Prior Information Notice dated 27 February 2026. This tender falls under the industry category of general public services and housing and community amenities. The planned procurement is currently in the planning stage, with key deadlines such as the submission of a Market Engagement Questionnaire by 2 April 2026. The purchase, aimed to modernise the council's contact channels and integrate a Customer Relationship Management system, is part of a broader strategy to improve service efficiency and support digital transformation within the Hamilton area.