London TravelWatch Microsoft Dynamics CRM support contract tender

05 August 2019

We are currently tendering for a new CRM support contract to replace our existing one, which ends on 8 September 2019. The system we use is Microsoft Dynamics 2013 and this is hosted by our IT contractor. We have six CRM users.

Requirements

We are looking for a short term or rolling contract, no longer than a year, with a dedicated account manager.

Support must be available between 9-5pm Monday to Friday and would cover assistance when the system fails or has errors. Support will usually involve supporting the system administrator at London TravelWatch, checking small changes made and advising on bigger projects.

We require an initial response to a support call within two hours and that support issues will be resolved within one day. If this is not possible we would require a detailed explanation of why this is the case and a daily update until the issue is resolved.

All correspondence from the contractor must be written in plain English with all IT jargon and technical references removed.  On the rare occasions that it may be difficult to provide an explanation without using technical references, it will be the responsibility of the contractor to ensure that the information is understood by the contacts at London TravelWatch.

It would be the responsibility of the contractor to ensure that they are familiar with London TravelWatch and the work it does before the start of the contract. The London TravelWatch system administrator will allow reasonable time to demonstrate the system and answer any questions.

Evaluation criteria

The Tender bids will be judged on the following criteria:

  • price (please outline any annual cost increases within the proposed contract)
  • support offered, including response times.

Please email your quote to info@londontravelwatch.org.uk marked 'CRM support tender' by 5pm on 23 August. Tenderers should include references from at least one current client.

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