CRM Implementation and Support

Quantity or scope

An Post Pre-Qualification QuestionnaireIntroduction:An Post, established in 1984, operates the National Postal Service, along with an array of money transmission, savings and retail services throughout Ireland. In addition, An Post provides agency services for Government Departments and other bodies.As a national service provider, An Post services over one million delivery addresses daily and in excess of 1 700 000 customers each week through 1 100 retail Post Office outlets nationwide. An Post has an annual turnover in excess of 800 000 000 EUR.The An Post group includes a number of subsidiaries and associated companies including One Direct, Post Point, An Post Bill Post Processing Services Limited, Post Consult International Limited, Print Post Limited, GPO IEC Limited and The Prize Bond Company Limited.An Post is seeking to enter into a single party Framework Agreement for a period of 3 years with an option to extend for a further 2 years to meet its requirements for implementation of a best-of-breed unified CRM solution, with associated phasing of the solution and support of the product beyond the initial upgrade.Please note that throughout the term of the Framework, services may be required by other departments of the An Post group including its subsidiaries and associated companies that have not been referred to specifically in this document.Where reference is made to any brand name or proprietary product or service, this is for reference purposes only and should be interpreted to be accompanied by the words, ‘or equivalent’.Any potential conflict of interest must be disclosed by the prospective tenderer, including any factor such as the supply of similar services to clients, or relationships which could affect the ability of your organisation, its agents, employees or subcontractors to deliver the work as specified, whether arising through personal interest, current or prospective contractual obligations or any other activity or association.General instructions:All potential applicants Must complete all questions and provide all the requested Information to participate in this pre-qualification process. Applicants must comply with all rules following each question in order to qualify for participation in this tendering opportunity.An Post Contact Information.Contracting Entity: An Post.Contracting Entity Address: GPO, O’Connell Street, Dublin 1.Contact Name: Noelle Kenneally.Contact Address (if different from Contracting Authority):Procurement, 4B GPO O’Connell Street, Dublin 1.Contact Telephone No: +353 17058551.Contact E-mail Address: All communications must be submitted via e-tenders.Time and date for return of Questionnaire:Time and Date: 13th July — at 12.00 noon (Irish Time).Deadline for receipt of queries relating to this Questionnaire:Time and Date: 19th June — at 12.00 noon (Irish Time).Please note:Failure to provide all the requested information as outlined in each question may disqualify you from this process and in some cases will disqualify your response.All answers to be provided on line via the etenders system. Where support documentation is requested, it must be submitted with the fully completed questionnaire via etenders only by the date and time indicated in this questionnaire.Background:The current CRM system in use by the organisation has supported An Post for over 16 years since 1999. Its major functionality has been as a support and reporting tool for the Customer Service team within the organisation.An Post is seeking a sustainable, future proof and scalable CRM system that can be readily applied across multiple departments in the organisation, lending itself to improving the efficiency and profitability of Customer Service, Marketing and Sales, and supporting business requirements in Retail, Finance and other Operations divisions. An Post will seek to implement this solution on a phased basis.Objectives of the CRM Programme:1. Create a single view of the An Post’s customer across Business and Consumer segments;2. Ensure that the new CRM solution is intuitive and efficient to use;3. Support Sales in managing business customer pipeline;4. Managing complex customer relationships e.g. Partners, 3rd Parties, Agencies (Account Management);5. Deliver Rich Management Information and support customer analytics;6. Achieve a high level of CRM adoption across the different stakeholder groups;7. Adhere to I.T. Security best practices;8. Integrate with selected core An Post I.T. systems;9. Future proofed to meet to Business and Technology needs;10. Provides strong mobility, data analytics and social media integration capabilities.Note: Any of the programme objectives and high level requirements outlined in this document are indicative and are subject to change in line with business requirements.High Level Requirements:To achieve the programme objectives outlined above An Post are seeking to implement a best-of-breed unified CRM platform. It is understood that the CRM platform will act as an enabler but will in turn need to support current business processes as well as providing a basis for any future business level needs.The high level requirements of the new CRM platform are as follows:— Deliver an easily adaptable CRM solution which will meet the requirements of the core stakeholder groups of Sales, Marketing, Customer Service and Finance;— Increase the CRM reporting functionality of An Post and its various departments;— Support creation of a single view of An Post’s business and consumer customers; and facilitate a single customer view of customer interactions and customer potential;— Enhance the existing CRM functionality and capability of the Customer Service department;— Provide leading Lead, Pipeline and Account management support for the Sales department;— Support Multi Channel Customer engagement and Campaign management;— Deliver strong Business intelligence support with real time management information reports and dashboards;— Integrate with core An Post internal solutions to provide a rich customer view;— The ability to help all departments generate business opportunities;— The ability to manage complex customer relationships (such as 3rd parties, partners, agencies) through account management;— The ability to integrate with core An Post IT systems;— The ability to future-proof the new CRM platform for any future business and technological needs which may arise from the business as a whole or from each individual department;— The ability to manage interaction with customers through a variety of media channels, such as email, phone calls, and social media;— Be able to adhere to current IT Security best practice and internal policies;— Be able to inspire confidence within each of the various user groups (departments) to the benefit of the CRM system as a whole;— The ability to potentially integrate self-service options for B2B and B2C customers;— Capable of being maintained on a sustainable basis;— Comply with all internal An Post IT and Security policies— Ability to segregate data and provide access to the appropriate user groups;— Secure handling of all data, compliant with all applicable legislation e.g. Data Protection, PCI DSS etc.;Please note: Responses should be as accurate and concise as possible.Potential suppliers must demonstrate that they have required flexibility, capacity, competencies and suitable resources available to meet requirements.An Post reserves the right to withdraw from the tender process at any time and without any liability.Any requirements and volumes quoted are approximate and may be subject to upward or downward revision in line with requirements.Potential suppliers will be evaluated on the basis of the following criteria:1. Overall relevant company strength, capability and specialisation in CRM implementation including ability to implement a complex CRM platform and application with multiple organisational stakeholders. (30 % weighting);2. Overall demonstrated capability in this field as witnessed by providing examples of current/recent client contracts covering relevant implementation services and scope. (30 % weighting);3. Resourcing and technical capabilities to meet services and project needs outlined (30 % weighting);4. QA, Environmental Policies and Project Management (10 % weighting);Questions:Please read each question carefully and reply as requested:1. General Information:(1A) Describe the company structure.(1B) Provide ownership details and details of operational locations.(1C) Provide information on overall annual sales turnover and profitability for the previous 3 financial years (2012, 2013 and 2014).(1D) Please highlight the percentage of this turnover that is specific to CRM Implementation services.Rule: must demonstrate turnover of EUR1 Million and operation with a profit in one of the last 3 years.(1E) Demonstrate CRM platform capabilities to support key functions such as Sales, Customers Service and Marketing.Please outline core capabilities of the CRM platform in the following areas:1. Lead and pipeline management functionality available to support business growth;2. Campaign management capabilities to define and track the success of multi-channel campaigns;3. Account and Contact Management functionality that will enable creation of a single customer view;4. Strong multi-channel case management support;5. Comprehensive features to measure adherence to Service Level Agreements (SLAs) and escalation rules;6. Support for CTI Integration;7. Payments integration;8. Document Management;9. Integration capabilities that will facilitate integration with existing on-premise An Post systems;10. Business Intelligence and reporting features to empower business users to manage their own reporting needs;11. Social media integration support for social media channels such as Facebook, Linked In and Twitter;12. Support for online self-service and ability to integrate with An Post’s online channels.Rule: must demonstrate experience in supporting these business functions in organisation of a similar scale and complexity as An Post.(1F) An Post will require all participants invited to tender to hold the following minimum levels of insurance during the life-time of any contract awarded for these services; 13 000 000 EUR Employers Liability and 6 500 000 EUR Public and Product Liability and 5 000 000 EUR Professional Indemnity Insurance and 2 600 000 EUR Full Cyber coverage to include Breach costs, Cyber Business Interruption, Hacker Damage, Cyber Extortion, Privacy Protection, Media Liability.i. Do you currently have insurance cover meeting these levels?Minimum Levels of Insurance Please indicate Yes/No.Employers Liability: 13 000 000.Public & Product Liability: 6 500 000 EUR.Professional Indemnity: 5 000 000 EUR.Full Cyber Coverage: 2 600 000 EUR.Please note that shortlisted suppliers invited to tender stage of the process will be required to submit current insurance certificate confirming these levels. Failure to provide a valid insurance certificate may disqualify you from this process.ii. If you have indicated ‘no’ to all or any of the minimum insurance levels outlined above, would you be willing to secure this level of insurance if awarded a contract to provide these services to An Post at your own expense and with no charge to An Post?Yes/No.2. Examples of Client CRM Platform Delivery.Please provide 3 of your most relevant examples of current clients demonstrating your products features and capabilities to meet our requirements that have been delivered in the last 3 years.i. Client name.ii. Scope and brief description of relevant services provided.iii. Approx. value of contract.iv. Term of contract (start/end dates).v. What aspects you directly provided and what was subcontracted and to whom.vi. Project Duration — Start and Completion (Go Live) date.vii. Reference details — Company Name, Contact Name, Position Held and Contact Number and Email.viii. How this contract is comparable with our requirements.ix. What added value did you bring to this project?3. Manpower, Skills and Organisation.Rule: Must demonstrate access to appropriate skills sets whether in-house or via sub-contractors.(3A) Please describe relevant resource numbers, technical skills and number of years’ experience of resources proposed.Please provide:1. Total number of employees;2. Overview of organisational structure;3. Relevant skills and numbers of personnel available under each skill set this should include management, functional and technical skills;4. Average number of years with organisation for each skill set;5. Please outline the scale of your CRM competency e.g. Number of CRM Architects, CRM Business analysts, CRM Developers and CRM Support staff.(3B) Please provide details of the following:1. Customer service and quality control procedures;2. Reporting structures.(3C) If subcontracting all or part areas please provide specific details please provide information on skills as requested above and the exact proposed role of any sub-contractor.(3D) Please confirm processes in place for ensuring resources would be made available to complete work at An Post.4. QA, Environmental Policies, and Project Management.(4A) Please provide information on any quality assurance systems in place, whether 3rd party certified or in-house and how these are applied to contracts of this nature.Rule: Must demonstrate quality systems are operational, however they do not have to be 3rd party certified, good in-house systems are a minimum.(4B) Please provide information on environmental policies, if any.(4C) Do you employ a project management methodology for projects of this nature?i. If so which project methodology do you use?ii. Please provide examples of the documentation set (or templates) for a project of this size.