Section one: Contracting authority/entity
one.1) Name and addresses
YORKSHIRE WATER SERVICES LIMITED
Western House,Western Way, Buttershaw
BRADFORD
BD62SZ
Contact
Dharmesh Depala
Dharmesh.Depala@yorkshirewater.co.uk
Telephone
+44 7890034478
Country
United Kingdom
NUTS code
UKE41 - Bradford
Internet address(es)
Main address
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
YWS Customer Relationship Management (Software Tool and Systems Integrator)
two.1.2) Main CPV code
- 72000000 - IT services: consulting, software development, Internet and support
- JA02 - For computer software
- JA04 - For design
- JA06 - For development
- JA08 - Upgrade
- JA21 - For developing
two.1.3) Type of contract
Services
two.1.4) Short description
General: YWS have an ambition to excel in the experience we offer to our customers. Our CX Tech Strategy sets out a pathway by which we can accelerate elements of our CX ambition. We will be procuring a new 'Best of Suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. This tender process is to select suppliers who can work with Yorkshire Water to transform our customer experience technology area through two main services: • Customer Relationship Management Software. Which may include provision of software, hosting, maintenance, support, training and a range of other related services. • Customer Relationship Management Implementation which may include provision of a range of implementation, configuration, integration, testing and arrange of other services For avoidance of doubt, bidders must be capable of delivering both the CRM Software Tool, either directly or acting as a reseller, and the Systems Integration service. YW will work with successful bidders to deliver a step change in the experience offered to YW customers. The project will deliver a best of suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. The internal users of the solution will be from across Yorkshire Water (and its suppliers) including customer, developer services, operations, water/waste business areas and other related teams which are not mentioned here.. The solution will replace a legacy suite of products several of which were developed 10-20 years ago and have technical constraints meaning YWS cannot readily develop them. YWS are proposing investment in new core CRM systems to achieve the CX ambition. The key investment areas proposed are as follows: • Best of Suite CRM Solution: Customer identity; channel-agnostic so customers do not have to repeat themselves; workflow and correspondence • Digital Channels: Delivering parity of capability with traditional channels, personalisation The capabilities the solution will implement are as follows : Digital Engagement, Case Management, Knowledge Management, Automation of Engagements, Workflow and BPM Support, Real-time Continuous Intelligence, Workforce Engagement Management, Intelligent Voice System, Platform Ecosystem & Integration, Usability, Agility & COVID-19 Response. The capabilities sought from a System Integrator are: Business Acumen, Business Process Transformation, Customer Service/Support Experience, Marketing CRM Experience, Sale CRM Experience, Commerce Experience, Customer Experience Architecture, Customer Data & Analytics, Technology Architecture/Integration, Digital Design and User Experience (UX), Organisational Change Management (OCM) Systems Integrator Professional Services: Yorkshire Water require the services of an experienced CRM 'Systems Integrator' to identify an appropriate CRM solution and operate within the Customer Interactions Management programme to deliver an appropriately configured, developed, tested and implemented solution. The SI will be required to support the YW journey to defining and shaping change, implementing business process, establishing suitable User Experiences and configuring business rules an integration within Yorkshire Water's Integrated Customer and Operational Management (ICOM) process. The ICOM process will manage all available customer channels, customer interactions, case and subcase management. CRM Software Tool: The CRM Tool targeted will be the 'front door' of the ICOM process and be responsible for the effective management of all customer channels, customer interactions, case and subcase management. The CRM Tool will be targeted as Yorkshire Water's Customer 'system of record' and will manage and capture all customer interactions (inbound and outbound)
Section six. Complementary information
six.6) Original notice reference
Notice number: 2021/S 000-029745
Section seven. Changes
seven.1.2) Text to be corrected in the original notice
Section number
II.1.4
Instead of
Text
General: YWS have an ambition to excel in the experience we offer to our customers. Our CX Tech Strategy sets out a pathway by which we can accelerate elements of our CX ambition. We will be procuring a new 'Best of Suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. This tender process is to select suppliers who can work with Yorkshire Water to transform our customer experience technology area through two main services: • Customer Relationship Management Software. Which may include provision of software, hosting, maintenance, support, training and a range of other related services. • Customer Relationship Management Implementation which may include provision of a range of implementation, configuration, integration, testing and arrange of other services For avoidance of doubt, bidders must be capable of delivering both the CRM Software Tool, either directly or acting as a reseller, and the Systems Integration service. YW will work with successful bidders to deliver a step change in the experience offered to YW customers. The project will deliver a best of suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. The internal users of the solution will be from across Yorkshire Water (and its suppliers) including customer, developer services, operations, water/waste business areas and other related teams which are not mentioned here.. The solution will replace a legacy suite of products several of which were developed 10-20 years ago and have technical constraints meaning YWS cannot readily develop them. YWS are proposing investment in new core CRM systems to achieve the CX ambition. The key investment areas proposed are as follows: • Best of Suite CRM Solution: Customer identity; channel-agnostic so customers do not have to repeat themselves; workflow and correspondence • Digital Channels: Delivering parity of capability with traditional channels, personalisation The capabilities the solution will implement are as follows : Digital Engagement, Case Management, Knowledge Management, Automation of Engagements, Workflow and BPM Support, Real-time Continuous Intelligence, Workforce Engagement Management, Intelligent Voice System, Platform Ecosystem & Integration, Usability, Agility & COVID-19 Response. The capabilities sought from a System Integrator are: Business Acumen, Business Process Transformation, Customer Service/Support Experience, Marketing CRM Experience, Sale CRM Experience, Commerce Experience, Customer Experience Architecture, Customer Data & Analytics, Technology Architecture/Integration, Digital Design and User Experience (UX), Organisational Change Management (OCM) Systems Integrator Professional Services: Yorkshire Water require the services of an experienced CRM 'Systems Integrator' to identify an appropriate CRM solution and operate within the Customer Interactions Management programme to deliver an appropriately configured, developed, tested and implemented solution. The SI will be required to support the YW journey to defining and shaping change, implementing business process, establishing suitable User Experiences and configuring business rules an integration within Yorkshire Water's Integrated Customer and Operational Management (ICOM) process. The ICOM process will manage all available customer channels, customer interactions, case and subcase management. CRM Software Tool: The CRM Tool targeted will be the 'front door' of the ICOM process and be responsible for the effective management of all customer channels, customer interactions, case and subcase management. The CRM Tool will be targeted as Yorkshire Water's Customer 'system of record' and will manage and capture all customer interactions (inbound and outbound)
Read
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General: YWS have an ambition to excel in the experience we offer to our customers. Our CX Tech Strategy sets out a pathway by which we can accelerate elements of our CX ambition. We will be procuring a new 'Best of Suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. This tender process is to select suppliers who can work with Yorkshire Water to transform our customer experience technology area through two main services: • Customer Relationship Management Software. Which may include provision of software, hosting, maintenance, support, training and a range of other related services. • Customer Relationship Management Implementation which may include provision of a range of implementation, configuration, integration, testing and arrange of other services For avoidance of doubt, bidders must be capable of delivering both the CRM Software Tool, either directly or acting as a reseller, and the Systems Integration service. YW will work with successful bidders to deliver a step change in the experience offered to YW customers. The project will deliver a best of suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. The internal users of the solution will be from across Yorkshire Water (and its suppliers) including customer, developer services, operations, water/waste business areas and other related teams which are not mentioned here.. The solution will replace a legacy suite of products several of which were developed 10-20 years ago and have technical constraints meaning YWS cannot readily develop them. YWS are proposing investment in new core CRM systems to achieve the CX ambition. The key investment areas proposed are as follows: • Best of Suite CRM Solution: Customer identity; channel-agnostic so customers do not have to repeat themselves; workflow and correspondence • Digital Channels: Delivering parity of capability with traditional channels, personalisation The capabilities the solution will implement are as follows : Digital Engagement, Case Management, Knowledge Management, Automation of Engagements, Workflow and BPM Support, Real-time Continuous Intelligence, Workforce Engagement Management, Intelligent Voice System, Platform Ecosystem & Integration, Usability, Agility & COVID-19 Response. The capabilities sought from a System Integrator are: Business Acumen, Business Process Transformation, Customer Service/Support Experience, Marketing CRM Experience, Sale CRM Experience, Commerce Experience, Customer Experience Architecture, Customer Data & Analytics, Technology Architecture/Integration, Digital Design and User Experience (UX), Organisational Change Management (OCM) Systems Integrator Professional Services: Yorkshire Water require the services of an experienced CRM 'Systems Integrator' to identify an appropriate CRM solution and operate within the Customer Interactions Management programme to deliver an appropriately configured, developed, tested and implemented solution. The SI will be required to support the YW journey to defining and shaping change, implementing business process, establishing suitable User Experiences and configuring business rules an integration within Yorkshire Water's Integrated Customer and Operational Management (ICOM) process. The ICOM process will manage all available customer channels, customer interactions, case and subcase management. CRM Software Tool: The CRM Tool targeted will be the 'front door' of the ICOM process and be responsible for the effective management of all customer channels, customer interactions, case and subcase management. The CRM Tool will be targeted as Yorkshire Water's Customer 'system of record' and will manage and capture all customer interactions (inbound and outbound). Please note, YW would also be interested in exploring the option of including CCaaS within the scope of this procurement exercise as an optional or additional requirement. More information on the CCaaS will be provided in the RFP stage for any successful bidders.