Description
Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM).
The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include:
• Marketing & Campaign Management
• Customer Management
• Case Management
• Interaction, Channel and Messaging Management
• AI
• Insights
• Reporting & Intelligence
• Customer Experience (Customer Portal and App)
Additional capabilities can be provided by on first- or third-party basis, and include:
• Identity, Verification & Authentication
• Secure Digital Exchange Communications (SDEC)
• Fraud
• Data & Integration Management
• Operational Management
• Knowledge Management
• Non-Compliance Management
The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.
Official source
Source: Find a Tender Service (UK Cabinet Office / Crown Commercial Service)
Always verify details on the official notice.
Last verified against Find a Tender Service (UK Cabinet Office / Crown Commercial Service) 1 day ago
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