CRM support for Charnwood Borough

An open tender was announced today, with Charnwood Borough Council inviting expressions of interest to provide a CRM solution to support its front- and back-office staff. The solution must possess the following functionalities: multi-channel access including the ability to uphold the same high standards across multiple different channels; back-office integration with legacy and partnership systems; provision of a common customer database with different levels of access permission to enable a holistic view of the customer; in-building of an knowledge management base to enable effective handling of management information; and incorporation of well designed and executed enterprise workflow functionality.

The call also notes that “Business process improvement is also considered key to the most effective and efficient service provision by the Council. Contractors’ integration expertise is paramount for the success of the project.” The solution must possess a degree of flexibility to allow for further expansion and enhancement during the future rollout stages.

The system and underlying infrastructure must provide an enabling platform for future external partnership working and data sharing initiatives. The deadline for obtaining specifications and/or additional documents and/or descriptive documents is June 12, and the deadline for tenders themselves is June 19. Further information is available here.

The Charnwood Borough represents an area triangulated by the towns of Nottingham, Leicester and Derby, with a population of over 155,000. More than one-third live in the university town Loughborough, with another high-density area just outside Leicester.