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Proactive communications and engineer arrival tracking service | UKGovscan
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PIPELINEPreliminary market engagement notice (UK2) · Wales & West Utilities LimitedRef ocds-h6vhtk-056aad
Proactive communications and engineer arrival tracking service
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Contract Value
£350,000
excluding VAT · £420,000 including VAT · Above the relevant threshold
The buyer wants to talk to suppliers before designing the procurement. Taking part is how to shape it.
Description
We are looking for a supplier to provide automated communication to customers throughout their journey as well as engineer arrival tracking services for our connections customers.
The service will be used to send auto notifications via SMS. email or other messaging service to: -
Confirm agreed appointment dates/times.
Send reminders of upcoming appointments at set intervals in advance of start date
Send instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents
Provide live estimated time of arrival (ETA) tracking and location-triggered updates.
Have two-way communication so customers can chat with engineers
Collect real-time feedback from customers after work completion
Provide analytics on customer satisfaction and feedback
Be able to integrate with SAP ECC6 and CRM
Provide an online dashboard for monitoring by office-based staff
We are looking for an off the shelf, market tested solution. We are not looking to develop a bespoke solution.
How to bid
Preliminary market engagement notice (UK2). The buyer wants to talk to suppliers before designing the procurement. Taking part is how to shape it.