# 24/015 Customer Contact Solution

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Tamworth Borough Council](/buyers/tamworth-borough-council/contract-awards)
- Published: 18 December 2024
- Planned start: 3 March 2025
- Planned end: 2 March 2028
- Stage: open_tender
- Procurement category: goods
- Notice ID: faea6589-96e2-4c59-affc-eb28d312f802-811850
- OCID: ocds-b5fd17-dd4dbff8-b4c7-4fe5-88b2-ddd658e646e7

## Description

Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact\. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count\. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA \(Robotic Process Automation\) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights\. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions\. Additional information: The invitation to tender documents may be viewed or downloaded free of charge from the in-tend e-procurement portal\. Tenderers are reminded that the submission date for tenders on the portal is 2pm on Friday 24 January 2025\. Is a Recurrent Procurement Type? : No

## Related contract awards

- [Awarded Contract](/contracts/ocds-b5fd17-bd57c50a-1a7a-4956-95f3-f87557ab2abf): Tamworth Borough Council
- [Awarded Contract](/contracts/ocds-b5fd17-18501d47-0c12-4e43-b4f7-238c1efc0841): Tamworth Borough Council
- [Awarded Contract QQ25/011](/contracts/ocds-b5fd17-0a5111d0-f852-4168-97b6-e22faa305c85): Tamworth Borough Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/faea6589-96e2-4c59-affc-eb28d312f802-811850)