WP3611 - CRM Business Integration and System Implementation Partner

The Council is seeking an integration and implementation partner to re-engineer the Council's current ways of working, and lead on redesign and digitalisation of its processes into a Microsoft Dynamics CRM platform which the partner will create.

The Council has identified that it currently does not hold a single view of its Service Users, has no 'front door' for access to our services, and has limited integration of services. A key priority for the Customer Access Management (CAM) work stream is therefore investment in a fully integrated Customer Relationship Management (CRM) system.

The new CRM platform will be a key enabler to help support the Council in addressing the issues described above, and facilitate efficient and effective communication with its Service Users.

The Council is seeking an integration and implementation partner that can take the Council's functional requirements through the below stages:

• oPlatform Build,
• oTechnical Design,
• oProcess Build
• oService Transformation

As part of the Service Transformation, the chosen provider will be expected to re-engineer the Council's current ways of working, and lead on redesign and digitalisation of its processes. The Council views the provision of effective Service Transformation as a critical success factor for this contract, and of at least equal importance to the technical system integration components, including Platform Build, Technical Design and Process Build.

Additional information:

Please note that Walsall Council have a new Contract opportunity.

For further details of the requirement, please see the following link to the Councils` e-Procurement web portal;

https://in-tendhost.co.uk/walsallcouncil

You will be required to register your organisation (if already not done so) and express your interest in the relevant project/opportunity.

Is a Recurrent Procurement Type? : No