Customer Relationship Management System (CRM)

This Pre-Tender Market Engagement is intended to allow interested organisations with relevant experience to outline their views and provide information with no commitment to the Supplier or the Council.

One of the Council's core digital ambitions is digital by design.

This will enable us to deliver lower cost, more efficient higher quality services by optimising our operations and embedding a culture of continual service improvement.

The most effective way to harness existing and emerging technologies.

As part of its digital journey Thurrock Council is looking to implement a CRM system to draw together data from across the organisation to generate a single view of the customer, providing a more efficient and smooth experience for service users, reducing the need for multiple contacts.

The CRM will enable the integration with voice automation software for routing non-complex contacts and along with the introduction of webforms with line of business systems, will mean that information will only have to be provided once.

This consistent and efficient approach will reduce multiple contacts and the possibility of points of failure ensuring that there is only "one version of the truth" held by council systems supporting the "right first time" principle.

The CRM will also enable a rationalisation of applications in use across the council and will lead to a reduction in licence costs and in the number of contracts that need to be managed.

For more details please register on the Council's e-tendering portal Intend by following the link: https://in-tendhost.co.uk/thurrockcouncil/aspx/Home