Systems Partner to Develop a Customer Relationship Management Application

This tender is a republication of 48112 - MCA Digital Customer Relationship Management.

The primary objectives of the new system are to:

• Record interactions with businesses, individuals and intermediaries across multiple service areas including policy development, market engagement, business and skills support and Mayoral activity.

• Integrate with existing Combined Authority Microsoft 365 applications (including Teams, Outlook, and Power BI).

• The system should allow us to share information with the other Local Authorities (LA) and partners including coordinated support to businesses and individuals through the sharing of appropriate information.

• Use integrations with other internal and external datasets (such as Companies House and FAME) to improve data quality, segmentation and targeting, marketing and customer communications.

• Provide sophisticated reporting tools to be able to produce performance monitoring information and extract market intelligence information.

• Provide businesses, individuals, and intermediaries with an excellent customer service by allowing them to track engagement and see status updates.

• Be able to securely collect, store and report on equality monitoring information.

• Provide the Combined Authority with administrative and development control over most functionality, including the development of new programmes and applications processes using agreed standard templates