CORPORATE CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION

Description

Rhondda Cynon Taff County Borough Council (RCTCBC) invites tenders for the provision of a Customer Relationship Management (CRM) solution with a strong focus on case management and IT service management (ITSM). The preferred solution must be cloud-based to ensure scalability, flexibility, and security.
The council is seeking a CRM system that will allow us to meet our future aspirations, by offering a means to operate our future service delivery plans both efficiently and productively. Our aim is to be a live case reporting council; this has been informed by the learning from our response to recent emergencies which has helped us identify some important live reporting and case management features we require. We are also keen to explore automation and AI to support better ways of working.
We are also keen to utilise the platform for resident case management and automated processes with our service users including mobile application access and field worker access. 
The resulting contract will be for all relevant services required to meet the objectives including but not limited to implementation and migration services, licencing, hosting, support and maintenance.   
The Council is running the procurement process via etenderwales.  All documents are available on teh following link:
https://etenderwales.bravosolution.co.uk/go/8635378401962020C3B7