Yorkshire Water has awarded an AMP7 contract for the provision of a Customer Relationship Management software tool and Systems Integrator services worth an estimated £9,021,846.
The water company went out to tender in to identify suppliers who could work with Yorkshire Water to transform its customer experience technology area through two main services:
- Customer Relationship Management Software - including provision of software, hosting, maintenance, support and training
- Customer Relationship Management Implementation - including provision of a range of implementation, configuration, integration, testing and other services
Potential suppliers with extensive experience of undertaking technology powered transformations of utility companies' customer experience environments were required to be capable of delivering both the CRM Software Tool, either directly or acting as a reseller, and the Systems Integration service,
Yorkshire Water was looking for services from an experienced CRM Systems Integrator to identify an appropriate CRM solution and integration within Yorkshire Water's Integrated Customer and Operational Management (ICOM) process. The ICOM process manages all available customer channels, customer interactions, case and subcase management. The system was also required to integrate with a range of systems including SAP and other product solutions and in-house developed systems.
The CRM Software Tool was intended as the 'front door' of the ICOM process to be responsible for the effective management of all customer channels, customer interactions, case and subcase management.
IBM United Kingdom Ltd has been awarded the contract, one of eight companies in the bidding for the work
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