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SW-29623 - Canada (Ontario) - Customer Relationship Management Solution - Deadline December 30,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-29623

Government authority located in Ontario; Canada based organization looking for expert vendor for customer relationship management solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide customer relationship management (CRM) solution which will create improvements for the customer data management and data capture responsibilities of the Inquiries and Contact Centre branch.
(a) connectivity with all channel inputs including;
(i) IVR telephony call system for capturing call details and call metadata;
(ii) IVR telephony call system for capturing online chat details;
(iii) Microsoft Outlook email accounts for capturing email correspondences;
(iv) online form submissions from the OSC website; and
(v) OSC social media accounts i.e. Twitter and Facebook.
(b) file administration capabilities which includes;
(i) customer profile creation;
(ii) file creation using input channels detailed in section (a) above;
(iii) file lifecycle management;
(iv) establishing connections to external/internal databases;
(v) a customizable internal knowledge repository containing reference documents for download and use by OSC users;
(vi) ability for peer review and approval of all work items related to a file or uploaded document; and
(vii) file archiving, and retention policies.
(c) production support related to database back-ups & retrievals;
(d) application maintenance and user support;
(e) customizable user access control list and permission groups;
(f) migration of existing Lotus Notes CCD Data into Cloud Database;
(g) a configurable and customizable user interface to meet business operational and design requirements;
(h) ability to generate on-demand reports & data analytics from cloud database;
(i) maintain integrity and confidential of OSC data;
(j) adequate audit trails and functionality to log and monitor activities of all users including the read-only users; and
(2) All question must be submitted no later than December 16, 2019.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Monday, 30 December, 2019

Question Answer Deadline : Monday, 16 December, 2019

Category : Software, System and Application, Social Media, Internet Marketing and SEO, Web Design and Development

Country : Canada

State : Ontario

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