Scope
Reference
WWU1397
Description
We are looking for a supplier to provide automated communication to customers throughout their journey as well as engineer arrival tracking services for our connections customers.
The service will be used to send auto notifications via SMS. email or other messaging service to: -
• Confirm agreed appointment dates/times.
• Send reminders of upcoming appointments at set intervals in advance of start date
• Send instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents
• Provide live estimated time of arrival (ETA) tracking and location-triggered updates.
• Have two-way communication so customers can chat with engineers
• Collect real-time feedback from customers after work completion
• Provide analytics on customer satisfaction and feedback
• Be able to integrate with SAP ECC6 and CRM
• Provide an online dashboard for monitoring by office-based staff
We are looking for an off the shelf, market tested solution. We are not looking to develop a bespoke solution.
Total value (estimated)
- £350,000 excluding VAT
- £420,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 July 2026 to 30 June 2030
- Possible extension to 30 June 2033
- 7 years
Main procurement category
Goods
CPV classifications
- 48510000 - Communication software package
Contract locations
- UKK - South West (England)
- UKL - Wales
Engagement
Engagement deadline
5 September 2025
Engagement process description
If you wish to participate in the pre market engagement, please email Rebecca.Crisp@wwutilities.co.uk expressing your interest.
We will be speaking to a maximum of 4 suppliers, chosen on a first come first serves basis, and will be holding a 40 minute conversation (via Teams) with each of them which will allow you to present your solution to WWU. A detailed agenda will be provided when we have agreed to include you in the process.
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Contracting authority
Wales & West Utilities Limited
- Companies House: 05046791
- Public Procurement Organisation Number: PMVL-3238-DQDX
Wales & West House
Newport
NP10 8FZ
United Kingdom
Contact name: Becky Crisp
Region: UKL21 - Monmouthshire and Newport
Organisation type: Private utility