Customer Engagement and Relationship Management

DFT Operator Limited (DFTO) is undertaking preliminary market engagement to help inform the procurement strategy, contract scope and specification for a Customer Engagement and Relationship Management (CERM) Solution that will provide the shared capability needed to deliver a consistent, coordinated and personalised customer experience across GBR.

Emerging Scope

The proposed CERM solution encompasses the following key capability areas:

1. Customer Engagement & Marketing Communications

Design, manage and deliver coordinated customer engagement and marketing communications across digital channels and customer lifecycle stages.

2. Service & Journey Communications

Deliver timely, relevant rail service, journey and disruption-related communications before, during and after travel, across digital channels.

3. Customer Support & Case Management

Manage customer enquiries, complaints, support interactions and case resolution consistently across customer service channels.

4. Customer Data Activation & Personalisation

Consume, segment and activate customer data to support personalised engagement, communications and customer experiences.

5. Foundation Customer Data Services

Maintain, manage and make available a trusted and unified view of customer identity, profiles, consent, preferences and related customer data across customer engagement and support services and the wider ecosystem.

These capability areas represent the current high-level scope and may be refined following market engagement.

Purpose of Preliminary Market Engagement

DFTO would like to understand what COTS SaaS cover one or more (or all) of the requirements including approach to systems integration to provide a seamless experience to GBR customers and staff and indicative costs to support the development of procurement methodology and business case.

DFTO is contemplating utilising suitable framework agreements as a potential route to market.