Source: https://tendernation.io/opportunities/01a13c42-bc85-73b8-83fc-db20486e77c0/1-827-customer-relationship-management-crm-system-subject-matter-expert-sme awarded GB restricted procedure # 1-827 Customer Relationship Management (CRM) System Subject Matter Expert (SME) [Highways England](https://tendernation.io/buyers/highways-england) Estimated value £119,311 Published 25 Jun 2019 Deadline Closed 17 Jun 2019 ## About this tender The project to deliver a Customer Relationship Management (CRM) system has been an integral element within the Major Projects (MP) Change Programme. Specifically, it is part of the project to implement a Programme Controls Service Platform (PCSP). Major Projects has had a significant involvement in delivering the 112 concurrent projects as part of RIS 2, this includes all complex and large-scale projects. On 25th February 2019 the responsibility for the management and future development of CRM was handed over to MP Customer Service Division (CSD). CSD will manage CRM until May 2020 when it will be handed over to Information Technology Directorate (ITD) as part of the corporate ITD systems strategy. Although CRM is an established practice in wider industry, their implementation into Highways England is new and innovative. CRM will enable the business to work more efficiently, streamline ways of working and help us deliver our objectives. The project proposes to replace archaic, unsupported, separate systems that are currently being used across MP/OD to log stakeholder and customer contacts. The rigidity of the systems has led to manual workarounds to compensate for lack of flexibility in the systems. Automating some functions through the system will lead to efficiencies and increased accuracy and ultimately improved customer service. ## CPV classification Research and development services and related consultancy services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/9fe002cb-b30c-4619-9b49-2be7263710cd) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. [Track tenders free](https://tendernation.io/register) [Buyer profile Highways England: past awards and live tenders](https://tendernation.io/buyers/highways-england) [Sector More Research & development tenders](https://tendernation.io/sectors/research-development) ## More tenders like this [NCC1999 NE Rural Growth Programme Evaluation · Northumberland County Council · 22 days left · 10 Nov 2026](https://tendernation.io/opportunities/01a154e4-464d-73d3-9c3e-e81aa703d9f0/ncc1999-ne-rural-growth-programme-evaluation) [Nature recovery and intangible cultural heritage · Natural England · 25 days left · 12 Nov 2026](https://tendernation.io/opportunities/01a154e4-4787-7110-ab3a-3a405c46164b/nature-recovery-and-intangible-cultural-heritage) [Local Government Data Sharing Playbook: Multi-Agency Sharing in Children’s Social Care · Improvement and Development Agency for Local Government (IDeA) · 21 days left · 9 Nov 2026](https://tendernation.io/opportunities/01a154e4-4947-728c-ad83-59c066944fda/local-government-data-sharing-playbook-multi-agency-sharing-in-childrens-socia) [Specialist Advice/Advisor Service for Gloucestershire’s Advanced Engineering and Manufacturing Sector · Tewkesbury Borough Council · 28 days left · 16 Nov 2026](https://tendernation.io/opportunities/01a15476-6446-722b-9ec6-44e39018b2f6/specialist-adviceadvisor-service-for-gloucestershires-advanced-engineering-and) [Research and development services and related consultancy services – Forschungsprojekt - DZSF - Mobilitätskettenanalyse - Wie Verkehrsdaten den ländlichen Schienenverkehr stärken können · Eisenbahn-Bundesamt · 100 days left · 27 Jan 2027](https://tendernation.io/opportunities/01a15183-2140-73b5-8807-5ad43f7122d9/germany-research-and-development-services-and-related-consultancy-services-f) [Research and development services and related consultancy services – Begleitforschung Städtebauförderung - Wissenstransfer: Anwendungsleitfaden des Bundes zur Praxis Städtebauförderung · Bundesinstitut für Bau-, Stadt- und Raumforschung (BBSR) im Bundesamt für Bauwesen und Raumordnung (BBR) · 30 days left · 18 Nov 2026](https://tendernation.io/opportunities/01a15183-4375-730a-9135-c6d6d211cb68/germany-research-and-development-services-and-related-consultancy-services-b)