Awarded
Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support
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Descriptions
The introduction of an improved CRM will enhance service delivery to all external and internal customers and will mitigate reputational risks to the Department. CRM will enhance customer service, in the following ways:•Enhanced integration of systems will reduce the duplication of calls •One system, one message – assurance of a cohesive message being relayed to customers. •Improved customer access to data in relation to scheme applications, herd data etc•Improved monitoring of customer queries especially at peak application/payment times.•Improved inter connectivity to other compatible divisions across DAFM. Real time connectivity to other internal DAFM systems will allow for a more enhanced customer service.•Improved reporting functionality in respect of customer queries.The improved functionality of reporting in the CRM will allow DAFM to better identify customer trends which in turn can be used to improve customer service of business areas in the Dept. If the project is not undertaken the Department risks failure in meeting its obligations set out in the Farmers Charter of Rights, customer dissatisfaction and a general reputational risk to the Department.The Chatbot will allow the Farmers an extra avenue of interaction with the Department. The chatbot will be available 24/7 which will allow the farmers an always ready method of contacting the Department. It is envisioned that the chatbot will answer questions on the Departments’ Schemes and services, it is also envisioned that the chatbot will update the farmers details when requested and report on the status of the farmers applications when requested.
Timeline
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Tender Regions
CPV Codes
32571000 - Communications infrastructure
79512000 - Call centre
30211300 - Computer platforms
48218000 - License management software package
48900000 - Miscellaneous software package and computer systems
72212218 - License management software development services
79342300 - Customer services
30211400 - Computer configurations
72212445 - Customer Relation Management software development services
32573000 - Communications control system
Keywords
customer care
IT platform
CRM calls
computer bundle
client support
comms systems
server setup
IT package
systems analysis
coding services
client relations
CRM platform
service desk
software integration
inbound/outbound calls
lead nurturing tool
customer interaction
entitlement tracking
solution architecture
multi-channel support
personalization engine
communication controller
helpdesk call centre
software-hardware stack
license tracking system
client interaction log
sales pipeline software
software compliance tool
integration platform
integrated IT solution
platform hardware
requirements analysis
CRM API integration
turnkey IT system
computing platform
software programming
help desk services
call handling services
call queue management
software consultancy
network control hardware
telemarketing operations
mixed-license software
application engineering
bespoke systems package
telecom control unit
lead-to-cash integration
consumer assistance
customer dashboard UI
feedback loop modules
call centre services
comms switching system
sales pipeline tracker
CRM platform development
system configuration
after-sales support
customer services
multi-purpose software toolkit
communication control system
customer interaction module
customer contact management
contact analytics dashboards
communications infrastructure
customer support ticketing
transmission infrastructure
digital rights management solution
custom software development
customer feedback analyzer
license enforcement tools
license management software
contract-based software set
opportunity management system
network backbone equipment
cross-platform system bundle
service experience management
marketing automation suite
activation server modules
campaign management features
prebuilt PC configuration
vendor-neutral software pack
contact segmentation tool
subscription management interfaces
contact centre operations
customer profiling engine
diverse application suite
license key generation software
software bundle installer
Workflows
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