Procurement of Client Relationship Management System for Nross Tender, Philippines - 37794227

Procurement Summary

Country : Philippines

Summary : Procurement of Client Relationship Management System for Nross

Deadline : 12 Nov 2019

Other Information

Notice Type : Tender

TOT Ref.No.: 37794227

Document Ref. No. : 2019-11-0414 SSRD

Competition : ICB

Financier : Self Financed

Purchaser Ownership : -

Tender Value : Refer Document

Purchaser's Detail

Purchaser : BUREAU OF THE TREASURY
Mr. Clarence Bolante Bunan
Administrative Officer III
Ayuntamiento Building, Cabildo St., cor. A. Sorian
Intramuros, Manila
Manila
Metro Manila
Philippines 1002
63-2-6632206
63-2-5247008
cbbunan@treasury.gov.ph
Philippines
Email :cbbunan@treasury.gov.ph

Tender Details

Procurement of Client Relationship Management System for Nross

PROCUREMENT OF CLIENT RELATIONSHIP MANAGEMENT SYSTEM FOR NROSS



1. PROJECT TITLE



Provision of Client Relationship Management (CRM) System for National Registry of Scripless Securities (NRoSS)





2. DESCRIPTION



The project aims to provide the various Divisions under the Liability Management Service (LMS) and Management Information Systems Service (MISS) with a Client Relationship Management System that shall serve as a portal where NRoSS Participants can raise a ticket to report issues and concerns. The system shall allow BTr to promptly address the issues and concerns, monitor the progress of each ticket, perform analysis of data logged in the system and provide feedback facility that serves as a measure of the satisfaction upon resolution of each ticket.



3. APPROVED BUDGET OF THE CONTRACT (ABC)



The agency budget estimate for the project is THREE HUNDRED TWENTY THOUSAND ONE HUNDRED SIXTY-ONE PESOS AND FORTY-ONE CENTAVOS (PhP 320, 161.41), inclusive of all applicable taxes.



4. IMPLEMENTATION OF START DATE AND DURATION OF THE CONTRACT



4.1. Contract period shall be one (1) year from the start date of software implementation.

4.1.1. The effective start of the subscription shall be based on the issuance of the Certificate of Acceptance by LMS and MISS.

4.1.2. If the software subscription is not renewed on time due to possible delay in the procurement process, the service shall be automatically deemed extended and shall be subjected to a month-to-month payment to be based on the contract monthly service fee.





Purchaser-s Specifications Supplier-s Specification



5. SCOPE OF WORK AND TECHNICAL SPECIFICATIONS



The minimum requirement specified in this Scope of the Project shall be complied with. Non-compliance with these requirements is a ground for disqualification.



5.1. Provision and configuration of Client Relationship Management System with the following specification and inclusions:

5.1.1. License access for 16 agents/users

5.1.2. Ticket Management

5.1.2.1. Email ticketing

5.1.2.2. Multiple shared inboxes

5.1.2.3. Automatic email notifications

5.1.2.4. Merge tickets

5.1.2.5. Split tickets

5.1.2.6. Watch tickets

5.1.2.7. Time tracking

5.1.2.8. Ticket templates

5.1.2.9. Satisfaction survey - Standard

5.1.2.10. Assume identity

5.1.2.11. Outbound email

5.1.2.12. Ticket export

5.1.2.13. Annotated image attachments

5.1.2.14. Undo send

5.1.2.15. Ticket activities

5.1.3. Agent Productivity

5.1.3.1. Shared canned responses

5.1.3.2. Personal canned responses

5.1.3.3. Agent collision detection

5.1.3.4. Traffic cop

5.1.3.5. Public and private notes in tickets

5.1.3.6. Filtered search

5.1.3.7. Integrated game mechanics

5.1.3.8. Occasional agents

5.1.3.9. Dynamic placeholders

5.1.3.10. Custom tickets views

5.1.3.11. Tags

5.1.3.12. Quick actions

5.1.3.13. Summary app

5.1.4. Self Service

5.1.4.1. Knowledge base

5.1.4.2. Private Knowledge Base

5.1.4.3. Email to Knowledge Base

5.1.4.4. Auto suggest solutions

5.1.4.5. Automatic Sitemap Generation

5.1.4.6. Community forums

5.1.5. Global Support

5.1.5.1. Multilingual knowledge base

5.1.5.2. Dynamic email notifications

5.1.6. Customer Management

5.1.6.1. Custom contact and company fields

5.1.6.2. Merge contacts

5.1.6.3. Customer Journey

5.1.6.4. Customer 360

5.1.7. Reporting

5.1.7.1. Agent and group performance

5.1.7.2. Helpdesk in-depth report

5.1.7.3. Ticket drill down in reports

5.1.7.4. Ticket volume trends

5.1.7.5. Time sheet summary report

5.1.7.6. Export reports

5.1.7.7. Save reports

5.1.7.8. Schedule reports

5.1.7.9. Satisfaction survey report

5.1.7.10. Default dashboard

5.1.7.11. To-dos

5.1.7.12. Add reminders on to-dos

5.1.7.13. Session replay

5.1.7.14. Canned forms

5.1.8. Helpdesk Automation

5.1.8.1. Automatic ticket assignment

5.1.8.2. Time-triggered automations

5.1.8.3. Event-triggered workflow automations

5.1.8.4. Multi-task workflows

5.1.9. SLA Management

5.1.9.1. Business rules man...

Closing Date : 2019-11-12

Documents

 Tender Notice