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Customer Relationship Management System Tender, USA - 24796123

DEPARTMENT OF HOMELAND SECURITY has floated a tender for Customer Relationship Management System. The project location is USA and the tender is closing on 20 Jul 2018. The tender notice number is CRM2018, while the TOT Ref Number is 24796123. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.

Procurement Summary

Country : USA

Summary : Customer Relationship Management System

Deadline : 20 Jul 2018

Other Information

Notice Type : Tender

TOT Ref.No.: 24796123

Document Ref. No. : CRM2018

Competition : ICB

Financier : Self Financed

Purchaser Ownership : -

Tender Value : Refer Document

Purchaser's Detail

Purchaser : DEPARTMENT OF HOMELAND SECURITY
Contracting Office Address: 1300 Pennsylvania Avenue
N.W.
Room 1310 Np
Washington
District Of Columbia 20229
United States

Primary Point of Contact: Jenne Tillman
USA

Tender Details

The u.s. Customs and border protection (cbp) is seeking industry feedback to identify sources capable of providing the scale and scope of work as outlined within the request for information (rfi). The rfi is hereby issued solely for informational, acquisition planning and market research purposes only. The request does not in any way constitute an invitation for bids, request for proposal, request for quote or obligate the government to make an award. Responses are not offers and cannot be accepted by the government to form a binding contract. Additionally, the government will not provide reimbursement for any information that is submitted on behalf of the request.

Background:

u.s. Customs and border protection, enterprise services office (es) intends to procure a developed customer service management system, including establishment of process and procedures to improve customer/client satisfaction with es products and services that are consistent with industry best practices and benchmarks against similar organizations.

Information request:

the response shall clearly address your capability to develop and establish a holistic es customer service program that encompasses:

1) a customer relationship management (crm) system to provide real time data to efficiently monitor, analyze, track and report resolution of customer questions and/or issues and links all information utilizing a robust and centralized application. The crm system will provide the capability for:

- a rapid improvement process that provides the capability to triage more complex customer service questions and or issues for resolution.

- effective alignment of es office functions to deliver high quality products and services that align with customer standards and expectations (i.e. To reduce duplicative or counterproductive work and ensure the efficient use of resources).

- facilitate management of the customer experience through continual feed...