Source: https://tendernation.io/opportunities/01a13b9b-7275-704e-8669-52ae34bcd2be/swr-customer-interaction-management-solution-cim

closed GB restricted procedure

# SWR Customer Interaction Management Solution (CIM)

[Firstgroup Holdings Limited](https://tendernation.io/buyers/firstgroup-holdings-limited)

Estimated value

£950,000

Published

24 Feb 2023

Deadline

Closed

9 Mar 2023

## About this tender

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

## CPV classification

Customer Relation Management software package Software package and information systems

Source

Find a Tender (UK) · Notice ocds-h6vhtk-03a41a-2023-02-24T14:33:45Z

[View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-03a41a-2023-02-24T14:33:45Z)

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