Customer Relationship Management (CRM) system in Open Contracting Partnership

The submission period for proposals 24th of September till 30th of September 2024 (2 p.m. EEST time zone)For effective operation of the Project Delivery team in supporting users of the DREAM system, including communities, international partners, and governing bodies the Project Office is looking to implement the best CRM solution for its needs. The CRM will streamline user interactions, manage inquiries, and enhance the overall experience with the DREAM system, ensuring efficient communication, coordinated support, and a structured approach to managing user needs and feedback. This system will allow for the effective management of user data, tracking of interactions, and automation of routine tasks, thereby contributing to improved user satisfaction and more effective project delivery.Requirements For CrmThe number of licenses for CRM users is up to 20 users.Functional Requirements Contact/User Management:Integration of users with the electronic cabinet:User hierarchy:Contact assignment:Document upload:Client assignment to a user Integrations:Messengers (Telegram/WhatsApp)Gmail and Google CalendarHelpdesk (Jira)Business Intelligence (BI) systems Sales Funnel:Customer journeyProcess automation Artificial Intelligence:Automated responsesTasks and reminders Interactions:Interaction history trackingAction reminders Reporting:Report generationNon-Functional Requirements Performance:Fast data access, even with a large number of users (knowledge base, analytics, user profiles). Security:Access control based on user roles and permissions. Scalability:Ability to increase the number of users and data volume.Support for additional functionality through modules. Usability:Intuitive user interface.Availability of documentation and training materials for users. Mobility:Support for mobile devices. Compatibility:Support for various operating systems and browsers.Compatibility with popular file formats for data import/export. Localization:Support for multiple interface languages.Additional RequirementsProvision of regular system updates and technical support for users.Ability to customize the interface to meet the specific needs of the organization.Creation of user manuals, video tutorials, or other formats to facilitate effective onboarding and training of CRM operators.ORGANIZATIONAL CONSIDERATIONSTimelineLaunch of CRM in Pilot Mode: By October 20, 2024.Finalization of CRM Based on Pilot Feedback: By November 15, 2024.Full Launch of the Product Ecosystem as Described in the Technical Specification: By November 30, 2024.Documents Requirements Legal Documents:Company Registration Certificate or an extract from the register of legal entities (in Ukraine – Extract from the Unified State Register of Legal Entities and Individual Entrepreneurs).Certificate of No Debt to Tax Authorities. Experience Confirmation Documents:Portfolio of Completed Projects. Technical Documents:Technical Specification (developed by the tender participant, demonstrating how they plan to execute the project).Work Execution Plan (project implementation schedule, resource allocation, etc.). Commercial Proposal:Price Proposal with a detailed breakdown of the cost of each stage or service.Ppayment terms (payment schedule, advance payments, delivery terms). Tender Form (Appendix A) with the list of all attached documents to the proposal. More details here. Show more Show less Position level Basic level Type of employment Contract employment Job duties Other Industries Offices of state policy