Customer Engagement and Relationship Management
Reference ocds-h6vhtk-078e07 · DFT OPERATOR LIMITED
Prior notice.
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Amounts and figures
Description
DFT Operator Limited (DFTO) is undertaking preliminary market engagement to help inform the procurement strategy, contract scope and specification for a Customer Engagement and Relationship Management (CERM) Solution that will provide the shared capability needed to deliver a consistent, coordinated and personalised customer experience across GBR. Emerging Scope The proposed CERM solution encompasses the following key capability areas: 1. Customer Engagement & Marketing Communications Design, manage and deliver coordinated customer engagement and marketing communications across digital channels and customer lifecycle stages. 2. Service & Journey Communications Deliver timely, relevant rail service, journey and disruption-related communications before, during and after travel, across digital channels. 3. Customer Support & Case Management Manage customer enquiries, complaints, support interactions and case resolution consistently across customer service channels. 4. Customer Data Activation & Personalisation Consume, segment and activate customer data to support personalised engagement, communications and customer experiences. 5. Foundation Customer Data Services Maintain, manage an…
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 100032-2026 | 22 October 2026 |
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