Section one: Contracting authority/entity
one.1) Name and addresses
FIRSTGROUP HOLDINGS LIMITED
8th Floor, The Point,37 North Wharf Road
LONDON
W21AF
Contact
Ejaz Kamal
Telephone
+44 2072910505
Country
United Kingdom
Region code
UKI32 - Westminster
Companies House
02029363
Internet address(es)
Main address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
SWR Customer Interaction Management Solution (CIM)
two.1.2) Main CPV code
- 48445000 - Customer Relation Management software package
two.1.3) Type of contract
Supplies
two.1.4) Short description
FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.
Section six. Complementary information
six.6) Original notice reference
Notice number: 2023/S 000-003945
Section seven. Changes
seven.1.2) Text to be corrected in the original notice
Section number
I.1.3
Instead of
Text
Communication
Access to the procurement documents is restricted. Further information can be obtained at
http://redirect.transaxions.com/events/UYo5P
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address
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Text
Communication
Access to the procurement documents is restricted. Further information can be obtained at
http://redirect.transaxions.com/events/G6Uey
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted to the above-mentioned address