Published date: 8 February 2024

This notice was replaced on 8 February 2024

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Opportunity (published 8 February 2024)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Software package and information systems - 48000000

Location of contract

B4 6BS

Value of contract

£1,750,000

Procurement reference

Customer Relationship Management System for XC Trains Limited

Published date

8 February 2024

Closing date

11 March 2024

Closing time

12pm

Contract start date

15 October 2024

Contract end date

15 October 2027

Contract type

Supply contract

Procedure type

Competitive procedure with negotiation (above threshold)

Anyone may ask to participate, but only those who are pre-selected will be invited to submit initial tenders and to negotiate.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

XC Trains Limited (XC) will be conducting a tender for the provision of a Customer Relationship Management system for current and future customers of XC's CrossCountry services.

XC defines Customer Relationship Management (CRM) as follows:
• A Customer Relations module that facilitates efficient case and account management, streamlined interactions, and maximises operational efficiencies to ensure seamless customer engagement and support.
• A Marketing module that facilitates e-mail campaign management, advanced customer segmentation, the ability to send both relevant travel information and promotional material to specific customers that is personal to them.
• Both modules must interact with each other and, through a single database as well as integrating other data sources, provide a Single Customer View (SCV) of all interactions any customer has with XC.

This tender supports XC's digital and CRM strategy, which focuses on delivering the best digital and journey experience with CrossCountry, in a cost-effective manner.

For XC to be a good and efficient operator, that customers trust to meet their needs, it requires an experienced supplier to deliver a CRM system that facilitates a tailored and individual approach to CRM, through a complete understanding of each interaction that a customer has with XC. XC aims to deliver personalised and highly targeted campaigns that are relevant to each individual customer, ensuring value in all communications, for both XC and the customer.
The CrossCountry network is the most extensive rail franchise in Britain, calling at more than 100 stations. CrossCountry serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham.

XC will be seeking prices for an initial 3-year contract, with an end date of October 2027 (subject to 6-month termination for convenience rights), and an option to extend.

Please register your interest and inform Adrian Jones by 12noon on 11th March 2024 at CRMStender.admin@crosscountrytrains.co.uk

About the buyer

Contact name

adrian jones

Address

5th Floor, Cannon House
18 Priory Queensway
Birmingham
B4 6BS
England

Email

crmstender.admin@crosscountrytrains.co.uk