Customer Experience Platform
Reference ocds-r6ebe6-0000824642 · Fife Council
Prior notice.
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Amounts and figures
Description
South Lanarkshire Council are looking to notify the market of a potential future contract opportunity to deliver a Customer Experience (CX) Platform, incorporating Customer Relationship Management (CRM). The Council has undertaken a review of its customer experience and identified a potential need for a Customer Experience platform to help modernise and improve its offering. The review identified significant opportunities for improvement in customer contact channels, back-office processes, and data management. Implementing the recommendations will enhance customer experience, improve efficiency, and support the Council's digital transformation goals. The Council has a legacy CRM system (Oracle) which will be out of contract in 2027. The procurement and implementation of a new CX Platform would form part of a wider Customer Experience improvement strategy that will encompass telephony, complaints, website updates and cross service process improvements.
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