Awarded
Microsoft Dynamics 365 Customer Relationship Management system and Chatbot Microsoft PVA, Omnichannel, Services Development, Upgrade and Support
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
Ireland
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
48445000 - Customer Relation Management software package
72200000 - Software programming and consultancy services
Keywords
IT platform
software-hardware stack
platform hardware
integration platform
computing platform
system configuration
prebuilt PC configuration
server setup
computer bundle
IT package
communications infrastructure
transmission infrastructure
network backbone equipment
comms systems
communications control system
comms switching system
telecom control unit
network control hardware
communications controller
license management software
software compliance tool
license tracking system
digital rights management solution
CRM platform
lead nurturing tool
customer profiling engine
sales pipeline tracker
opportunity management system
client interaction log
marketing automation suite
customer dashboard UI
contact segmentation tool
customer feedback analyzer
software bundle installer
integrated IT solution
diverse application suite
bespoke systems package
multi-purpose software toolkit
turnkey IT system
mixed-license software
cross-platform system bundle
vendor-neutral software pack
contract-based software set
software programming
software consultancy
custom software development
systems analysis
application engineering
solution architecture
software integration
coding services
requirements analysis
license key generation software
activation server modules
license enforcement tools
entitlement tracking
subscription management interfaces
CRM platform development
customer interaction module
lead-to-cash integration
sales pipeline software
contact analytics dashboards
campaign management features
customer support ticketing
feedback loop modules
personalization engine
CRM API integration
customer services
client support
consumer assistance
helpdesk services
service desk
customer interaction
service experience management
client relations
after-sales support
customer care
call centre services
contact centre operations
inbound/outbound calls
customer contact management
call handling services
multi-channel support
telemarketing operations
helpdesk call centre
call queue management
CRM calls
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
