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Published 8 Feb 2024, 15:50 GMT

Official UK procurement notice

Customer Relationship Management Services - XC Trains Limited (XC)

Official notice

Authority: XC TRAINS LIMITED

GoodsNegotiated procedure with prior call for competition
Sectors: Software Packages & ERP (48) Delivery: West Midlands (UKG)
Budget not disclosedValue not published
Submissions closed 11 Mar 2024
Contract term 3 yrsends 15 Oct 2027 · extension options published · starts 15 Oct 2024

What is being bought

Published requirement description

XC Trains Limited (CX) will be conducting a tender for the provision of a Customer Relationship Management (CRM) 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.

CPV: Software package and information systems

The lotProcurement structure

single lot · no lot value published
Lot #1XC Trains Limited (XC) will be conducting a tender for the provision of a Customer…Renewal 3 yrs

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 by 12noon on 11th March 2024 at CRMStender.admin@crosscountrytrains.co.uk

Contract period: 15 Oct 2024 – 15 Oct 2027 (3 yrs)
Delivery: West Midlands
Extensions: Details of this will be shared in the main tender document.Variant bids: not allowed

Procedure terms & legal framework

From the official record
Procedure method
Negotiated procedure with prior call for competition
Legal basis
CELEX · 32014L0025 Utilities Contracts Regulations 2016 (Directive 2014/25/EU)
Procurement category
Goods
Notice status
Closed
Procurement threshold
Unspecified in notice
Regulatory regime
Standard
Commercial structure
Stand-alone contract (no framework)
Competition type
Competitive procedure
GPA / WTO covered
Unspecified in notice
Recurring procurement
No (one-off requirement)
First published
8 Feb 2024, 15:50 GMT
Last source update
8 Feb 2024, 15:50 GMT
FTS notice number
2024/S 000-004281
Classification (CPV)
Software package and information systems
Delivery area
West Midlands (UKG)
Official registry OCID
ocds-h6vhtk-04387a Find a Tender

How it was run

Official notice
Submission deadline
11 Mar 2024, 12:00 GMT
Submission channel
{"written"}
Accepted languages
en

Timeline

8 Feb 2024 → 15 Oct 2024 · 3 dates
  1. Notice published
    8 Feb 2024, 15:50 GMT
  2. Submission deadline
    11 Mar 2024, 12:00 GMT
  3. Contract starts
    15 Oct 2024, 00:00 BST

Contracting authority & participating public bodies

XC TRAINS LIMITED

Contracting authorityUrban railway, tramway, trolleybus or bus services GB-COH: 04402048 Admiral Way,Doxford International Business Park, SUNDERLAND, North East, SR33XPContact name, email Published organisation website ↗

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.