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Published 17 Mar 2021

Expression of Interest for Provision of Customer Relations Service Provider

Govia Thameslink Railway Ltd · London

Key facts

Estimated value
£12,000,000
Contract starts
01 Dec 2021
Contract ends
30 Nov 2024
Procedure
Competitive procedure with negotiation (above threshold)
Buyer type
Utilities & transport

Description

NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021

PQQ -forecasted date of issue- 13th April 2021

Further information is contained within the Expressions of Interests file attached.

GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 - 22:00, Monday - Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months.

There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay.

The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:-

• Service to align with GTR's CRM strategy • Flexibility to scale up and down during times of "disaster" incl. stringent DR process • Alignment to GTR's vision/values/strategic pillars • Suitable and relevant SLA's/KPI's to drive the right behaviours • Relevant and future proof innovation • Accessibility and agility • Strong customer focus and strong partnership with GTR • Capability to integrate/utilise GTR's CRM within Microsoft Dynamics

NOTE: 17th March 2021- EOI Please note the EOI incorrectly states the service is Monday to Friday. The actual service is 7 (seven) days a week. The operating hours are the same each day - 7am to 10pm.

Additional information: 16.03.2021

We have experienced some issues with the e-mail account. These have now been resolved.

Please send your expression of interests to:

[email protected]

In the unlikely event the problem reoccurs, to ensure your expression of interest in captured, can you please CC:

[email protected]

many thanks.

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About Govia Thameslink Railway Ltd

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