Source: https://tendernation.io/opportunities/01a13c99-894e-7178-ae60-bd745faafd82/gb-newcastle-t210084-crm-solution closed GB open procedure # GB-Newcastle: T21/0084 CRM Solution [Northumbria University at Newcastle](https://tendernation.io/buyers/northumbria-university-at-newcastle) Estimated value £500,000 to £1,000,000 Published 17 Apr 2022 Deadline Closed 6 May 2022 ## Who can bid - Open procedure Anyone can submit a full tender; there is no shortlisting stage. ## About this tender The University is currently reviewing its current CRM solution and potential to expand the use of this solution. We are therefore interested in receiving submissions to will enable us to review the market and use these to inform our next steps. Our high-level requirements are as follows: The University is looking for a Customer Relationship Management (CRM) solution to provide a single source of the truth for engagement and experience for the whole student lifecycle from prospect, through applicant, enrolment and on course. The CRM solution should provide contact history and case management to assist the university with its admissions, student success and retention, by understanding each student's needs and experience at Northumbria. •We require a single database of all customer data for both students from prospect to alumni and businesses who supply or employ Northumbria students. •The solution will need to provide a single view of customer interactions together with case management to create tasks and workflow to facilitate the various business processes and student requests for support. •The solution will need to integrate with an omni-channel contact centre solution to allow all contacts to be captured against the customer record, including outbound calls from various outbound teams. •The solution will need to integrate with a student portal, either built on our existing technology stack of Sitecore, or a recognised content development platform to allow content to be presented to our students. •The solution will need to integrate with our student record system (Tribal SITS) and corporate website for prospects and application forms. •We require a rich suite of reporting to understand student experience and analytics and provision of visual customer journey maps. •We would also want the CRM to integrate with our VLE (Blackboard) to bring the academic and non-academic elements of student interaction into one picture and give us much richer data on the student, student journey and therefore when/how to intervene. Read full description ## CPV classification Customer Relation Management software package Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/8a989e6a-f457-4e61-ada6-60513da89249) 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. 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