Provision for a customer relationship management (CRM) system
Chief Executive’s Service
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Key details
Procurement
- 72000000 IT services: consulting, software development, Internet and support
- 48000000 Software package and information systems
- 72212445 Customer Relation Management software development services
- 48445000 Customer Relation Management software package
- 48781000 System management software package
- 48782000 Storage management software package
- 48783000 Content management software package
What happened
Chief Executive’s Service awarded this contract to Abavus Ltd on 1 Mar 2023. The contract runs until 1 Nov 2025.
Description
Torfaen County Borough Council (TCBC) requirements are for a customer relationship management (CRM) system. This will be for an initial period of three years with the option to extend up to a further 24 months in total, further information is contained within the procurement documents
Full description
The TCBC Customer Services team consist of 27 people who handle approximately 200,000 contacts via phone, face to face, email and social media per annum. The team work remotely as well as from offices in Pontypool, Blaenavon and Cwmbran. The current CRM is used to record all requests for service, these are passed to the service departments via the system or as email, depending on the service requirements. At present, there has been no integration undertaken with back office applications. Most information requests are not recorded to save time whilst handing contacts.
Awarded supplier
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Identifiers
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External ID: fts-ocds-h6vhtk-037df0 • Added 20 August 2026