The Irish Red Cross seeks to procure a comprehensive and scalable Customer Relationship Management (CRM) system that will support the organisationโs evolving needs in volunteer and member engagement, training, and donor relationship management. The basic requirement is for a Customer Relationship Management System built on Microsoft Dynamics within the Irish Red Cross Microsoft 365 Tenant. The proposed solution must: โ Provide a centralised, secure database for all supporter types. โ Automate and streamline workflows across departments. โ Enable volunteer self-service for registration, training and availability. โ Improve oversight of local activities and branch coordination. โ Enhance donor and volunteer engagement through personalised journeys. โ Support training and event management with integration to Moodle. โ Enable data-driven decision-making through real-time reporting and analytics. In general, delivery is expected to be phased, with an initial focus on developing a Minimum Viable Product that can then be iteratively developed over the duration of the contract. Specifically, the CRM should fulfil the following objectives: 1. Centralised Database Management Establish a secure, centralised database to manage comprehensive records of volunteers, members, training participants and donors. This will eliminate duplication, improve data accuracy and support efficient access to up-to-date information across all organisational levels. 2. Automation and Streamlining of Processes Replace current manual and fragmented workflows with automated, integrated processes across registration, onboarding, training, renewals and reporting. This will improve internal efficiencies, reduce administrative burden and minimise delays - especially during times of high demand or crisis response. 3. Volunteer Self-Service Functionality Enable volunteers to access a self-service portal where they can: o Register and update personal information o Track and log volunteer hours o Register for training and events o View eligibility for roles or advanced training based on participation 4. Oversight and Coordination of Local Activities Provide real-time visibility into local branch activities and volunteer engagement levels, allowing national and regional staff to better support, coordinate and align activities across the organisation. 5. Enhanced Volunteer and Donor Engagement Facilitate more efficient and personalised communication through the creation of tailored volunteer and donor engagement journeys. The CRM should support segmentation, scheduling, and tracking of communications and interactions to build stronger relationships and increase retention. 6. Training and Event Management Enable effective planning, delivery, and tracking of training and events, including demand analysis by location and prerequisites such as volunteer qualifications. This will support strategic training delivery and resource allocation. 7. Data-Driven Decision Making Provide real-time dashboards, analytics, and reporting capabilities to allow evidence-based decision-making, impact measurement, and proactive engagement at local and national levels. Tenderers should refer to the tender documentation for more detailed information.
Deadline
The time limit for receipt of tenders was 2025-12-15.
The procurement was published on 2025-11-14.
Contract notice (2025-11-14) Object Scope of the procurement
Title: Provision of a Customer Relationship Management (CRM) System built on Microsoft Dynamics in a client tenant
Short description:
โThe Irish Red Cross seeks to procure a comprehensive and scalable Customer Relationship Management (CRM) system that will support the organisationโs...โ
Short description
The Irish Red Cross seeks to procure a comprehensive and scalable Customer Relationship Management (CRM) system that will support the organisationโs evolving needs in volunteer and member engagement, training, and donor relationship management. The basic requirement is for a Customer Relationship Management System built on Microsoft Dynamics within the Irish Red Cross Microsoft 365 Tenant. The proposed solution must: โ Provide a centralised, secure database for all supporter types. โ Automate and streamline workflows across departments. โ Enable volunteer self-service for registration, training and availability. โ Improve oversight of local activities and branch coordination. โ Enhance donor and volunteer engagement through personalised journeys. โ Support training and event management with integration to Moodle. โ Enable data-driven decision-making through real-time reporting and analytics. In general, delivery is expected to be phased, with an initial focus on developing a Minimum Viable Product that can then be iteratively developed over the duration of the contract. Specifically, the CRM should fulfil the following objectives: 1. Centralised Database Management Establish a secure, centralised database to manage comprehensive records of volunteers, members, training participants and donors. This will eliminate duplication, improve data accuracy and support efficient access to up-to-date information across all organisational levels. 2. Automation and Streamlining of Processes Replace current manual and fragmented workflows with automated, integrated processes across registration, onboarding, training, renewals and reporting. This will improve internal efficiencies, reduce administrative burden and minimise delays - especially during times of high demand or crisis response. 3. Volunteer Self-Service Functionality Enable volunteers to access a self-service portal where they can: o Register and update personal information o Track and log volunteer hours o Register for training and events o View eligibility for roles or advanced training based on participation 4. Oversight and Coordination of Local Activities Provide real-time visibility into local branch activities and volunteer engagement levels, allowing national and regional staff to better support, coordinate and align activities across the organisation. 5. Enhanced Volunteer and Donor Engagement Facilitate more efficient and personalised communication through the creation of tailored volunteer and donor engagement journeys. The CRM should support segmentation, scheduling, and tracking of communications and interactions to build stronger relationships and increase retention. 6. Training and Event Management Enable effective planning, delivery, and tracking of training and events, including demand analysis by location and prerequisites such as volunteer qualifications. This will support strategic training delivery and resource allocation. 7. Data-Driven Decision Making Provide real-time dashboards, analytics, and reporting capabilities to allow evidence-based decision-making, impact measurement, and proactive engagement at local and national levels. Tenderers should refer to the tender documentation for more detailed information.
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Type of contract: Services
Products/services: IT services: consulting, software development, Internet and support๐ฆ
Estimated value excluding VAT: 175 000 EUR ๐ฐ
Description
Description of the procurement:
โThe Irish Red Cross seeks to procure a comprehensive and scalable Customer Relationship Management (CRM) system that will support the organisationโs...โ
Description of the procurement
The Irish Red Cross seeks to procure a comprehensive and scalable Customer Relationship Management (CRM) system that will support the organisationโs evolving needs in volunteer and member engagement, training, and donor relationship management. The basic requirement is for a Customer Relationship Management System built on Microsoft Dynamics within the Irish Red Cross Microsoft 365 Tenant. The proposed solution must: โ Provide a centralised, secure database for all supporter types. โ Automate and streamline workflows across departments. โ Enable volunteer self-service for registration, training and availability. โ Improve oversight of local activities and branch coordination. โ Enhance donor and volunteer engagement through personalised journeys. โ Support training and event management with integration to Moodle. โ Enable data-driven decision-making through real-time reporting and analytics. In general, delivery is expected to be phased, with an initial focus on developing a Minimum Viable Product that can then be iteratively developed over the duration of the contract. Specifically, the CRM should fulfil the following objectives: 1. Centralised Database Management Establish a secure, centralised database to manage comprehensive records of volunteers, members, training participants and donors. This will eliminate duplication, improve data accuracy and support efficient access to up-to-date information across all organisational levels. 2. Automation and Streamlining of Processes Replace current manual and fragmented workflows with automated, integrated processes across registration, onboarding, training, renewals and reporting. This will improve internal efficiencies, reduce administrative burden and minimise delays - especially during times of high demand or crisis response. 3. Volunteer Self-Service Functionality Enable volunteers to access a self-service portal where they can: o Register and update personal information o Track and log volunteer hours o Register for training and events o View eligibility for roles or advanced training based on participation 4. Oversight and Coordination of Local Activities Provide real-time visibility into local branch activities and volunteer engagement levels, allowing national and regional staff to better support, coordinate and align activities across the organisation. 5. Enhanced Volunteer and Donor Engagement Facilitate more efficient and personalised communication through the creation of tailored volunteer and donor engagement journeys. The CRM should support segmentation, scheduling, and tracking of communications and interactions to build stronger relationships and increase retention. 6. Training and Event Management Enable effective planning, delivery, and tracking of training and events, including demand analysis by location and prerequisites such as volunteer qualifications. This will support strategic training delivery and resource allocation. 7. Data-Driven Decision Making Provide real-time dashboards, analytics, and reporting capabilities to allow evidence-based decision-making, impact measurement, and proactive engagement at local and national levels. Tenderers should refer to the tender documentation for more detailed information.
Procedure Type of procedure
Open procedure โ Administrative information
Time limit for receipt of tenders or requests to participate: 2025-12-15 17:00:00 ๐
Conditions for opening of tenders: 2025-12-15 17:30:00 ๐
Conditions for opening of tenders (place): https://www.etenders.gov.ie/epps/cft/prepareViewCfTWS.do?resourceId=6999275
Languages in which tenders or requests to participate may be submitted: English ๐ฃ๏ธ
Minimum time frame during which the tenderer must maintain the tender: 12
Complementary information Review body
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie๐ง
Phone: +353 1 8886000๐ Service from which information about the review procedure may be obtained
Name: The High Court of Ireland
National registration number: The High Court of Ireland
Postal address: Four Courts, Inns Quay, Dublin 7
Postal code: D07 WDX8
Postal town: Dublin
Region: Dublin๐๏ธ
Country: Ireland ๐ฎ๐ช
E-mail: highcourtcentraloffice@courts.ie๐ง
Phone: +353 1 8886000๐ Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
Source: OJS 2025/S 222-764276 (2025-11-14)