Awarded to Incremental Group

Start date: Friday 24 May 2019
Value: £119,000
Company size: SME

Calmac Ferries Limited

customer sales transactions and contact interactions

13 Incomplete applications

8 SME, 5 large

7 Completed applications

6 SME, 1 large

• Published: Thursday 14 March 2019
• Deadline for asking questions: Thursday 21 March 2019 at 11:59pm GMT
• Closing date for applications: Thursday 28 March 2019 at 11:59pm GMT

Overview

• Summary of the work: Customer sales transaction and contact interaction plus activities viewable updated in realtime on one platform with timestamps in order to easily establish a complete picture pf customer profile to aid query resolution and record customer interaction and outcome..
• Latest start date: Wednesday 27 March 2019
• Location: Scotland
• Organisation the work is for: Calmac Ferries Limited

About the work

• Why the work is being done: Customer relationship management
• Problem to be solved: Customer sales transactionand contact interactions and activities viewable and reportable in realtime on one platform with timestamps
• Who the users are and what they need to do: Internal users
• Existing team: Internal team
• Current phase: Live

Work setup

• Address where the work will take place: Throughout the Western Highlands
• Working arrangements: As required

Additional information

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

• Essential skills and experience: Have a system that can supply our requirements
• Nice-to-have skills and experience: Supply our requirements

How suppliers will be evaluated

• How many suppliers to evaluate: 3
• Proposal criteria: Technical solution
• Cultural fit criteria: Work as a team with our organisation
• Payment approach: Capped time and materials
• Assessment methods: Written proposal
• Evaluation weighting:

  Technical competence

  30%

  Cultural fit

  10%

  Price

  60%

Questions asked by suppliers

• 1. Please can you confirm the number of users who will be using the new system and how many transactions will take place each year?: There will be circa 106 Users with a mixture of Sales, Marketing & Customer Service Module Functionality in the following composition:; ; 83 Users – Team Members; • 4 – Commercial; • 27 – Community & Stakeholder; • 39 – Contact Centre; • 1 – Corporate Risk; • 4 – Finance; • 8 – IT; ; 23 Users – Customer Engagement; • 10 – Commercial; • 1 – Community & Stakeholder; • 8 – Contact Centre; • 4 – IT
• 2. •How many internal users will use the system?: There will be circa 106 Users with a mixture of Sales, Marketing & Customer Service Module Functionality in the following composition:; ; 83 Users – Team Members; • 4 – Commercial; • 27 – Community & Stakeholder; • 39 – Contact Centre; • 1 – Corporate Risk; • 4 – Finance; • 8 – IT; ; 23 Users – Customer Engagement; • 10 – Commercial; • 1 – Community & Stakeholder; • 8 – Contact Centre; • 4 – IT
• 3. •Is this to replace an existing CRM system? If so, whats currently in place?•Linked to the above, is the data that required to be viewed in one place currently across multiple back-end systems? If so, which systems?: - CFL have a system with CRM capability however this will be decommissioned in favour of strategic Microsoft Product.; ; - There are numerous systems, however this data will be fed into CRM via NodeJS as a single integration point.
• 4. •Have you been engaging with any suppliers or looking at potential products to date?: Yes to form an understanding of CRM capability, Licence and Support Requirements.
• 5. Unfortunately, the current advert lacks detail about the goals of the project and the requirements. Do you have any Discovery outputs to review? I would also recommend adding more questions to the skills and experience section to receive more high-quality responses.: CFL require the implementation of the Microsoft Dynamics 365 CRM product to enable automated single view of the customer through integration with incumbent applications and a friendly User Interface to interact & interpret. ; Application Development Partner will support CRM Agile implementation and provide T&M Managed Service Agreement built around the incumbent CFL Support structure.; • Design of the D365 CRM services to be implemented using Agile Scrum Methodology ; • Configuration of the environments. ; • Development of integrations required. ; • Handover of environment to CFL Business and IT teams.; • CFL IT Service Desk & Application Support Team
• 6. What is the overall project title to be ?: Customer Relationship Management
• 7. Can you please specify the budget range allocated for the system integration of the CRM project?: CFL delivery costs (exc Yr 1 Support & Licence Costs) to be defined
• 8. Will it be right to say that MS Dynamics CRM has been shortlisted as the tool to implement and as part of this project, you're looking for a system integrator to help with the CRM implementation?: MS Dynamics CRM is the tool ; Application Development Partner will support CRM Agile. Managed Service Agreement built around the incumbent CFL Support structure.; Delivery Phase 1, CFL require the Application Development Partner for:; Dynamics 365 Suite Module Configuration; The Application Development Partner will deliver core functionality from the Dynamics 365 Suite:; · SALES . MARKETING . CUSTOMER SERVICE; The Partner must support Calmac in configuring access to functionality modules dependent on User. ; Data Integration; The Application Development Partner must configure CRM for : ; · Node.JS Datafeed (single integration for multiple back end data sources); · Middleware for Salesforce Data Migration
• 9. Do you have any requirements for supporting Business Intelligence and Data analytics capabilities as none of the cloud-based CRM vendors have a lot of such capabilities in-depth?: We will require set up of CRM reporting capability which will be detailed further during Agile Preparation
• 10. Additional information timeline: CFL require a 7 month cycle from Contract Agreement to Project Closure with the Application Development Partner to deliver of functionality in the following Business Functionality Sprint Order; • Marketing & Communication Jul 19; • Stakeholder Management Aug 19; • Travel Trade & Business to Business Nov 19
• 11. Additional information - Support Model: Dynamics CRM whilst a Microsoft Product will be supported through a T&M Managed Service Agreement with the Application Development Partner built around the incumbent CFL Support structure. ; The intended high level Support structure which commences upon Sprint deployment ; • Level 1 Support – IT Service Desk ; • Level 2 Support – IT Application Support Team ; • Level 3 Support – Application Development Partner ; ; The Application Development Partner will work with CFL IT Service Desk & Application Support Team to facilitate knowledge transfer tasks, such as Microsoft updates, to build in-house capability to reduce ongoing costs and reliance on Incremental support.
• 12. Additional information - Delivery: Essential skills and experience Delivery Methodology ; CFL require the Application Development Partner to deliver functionality with Agile Scrum Methodology using JIRA platform for development / test / reporting whilst granting access to CFL project team ; ; Nice-to-have skills and experience Provision of location / facilities for workshop activity.