Section one: Contracting entity
one.1) Name and addresses
XC TRAINS LIMITED
Admiral Way,Doxford International Business Park
SUNDERLAND
SR33XP
Contact
adrian jones
crmstender.admin@crosscountrytrains.co.uk
Country
United Kingdom
NUTS code
UKC23 - Sunderland
Companies House
04402048
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
one.6) Main activity
Urban railway, tramway, trolleybus or bus services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Relationship Management Services - XC Trains Limited (XC)
two.1.2) Main CPV code
- 48000000 - Software package and information systems
two.1.3) Type of contract
Supplies
two.1.4) Short description
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.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKG - West Midlands (England)
two.2.4) Description of the procurement
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
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Start date
15 October 2024
End date
15 October 2027
This contract is subject to renewal
Yes
Description of renewals
Details of this will be shared in the main tender document.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
11 March 2024
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
XC Trains Limited
Birmingham
Country
United Kingdom