---
ocid: "ocds-h6vhtk-02fba2"
title: "YWS Customer Relationship Management (Software Tool and Systems Integrator)"
url: "https://tenderline.uk/tenders/yws-customer-relationship-management-software-tool-and-systems-integrator-ocds-h6vhtk-02fba2"
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deadline: "2021-12-21T17:00:00.000Z"
days_to_deadline: -1769
value_amount: 11450000
value_currency: "GBP"
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notice_type: null
buyer_name: "YORKSHIRE WATER SERVICES LIMITED"
buyer_id: "GB-PPON-PXGT-3622-WXBQ"
cpv: ["72211000", "72212445", "72220000", "72240000", "72250000", "72261000"]
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---

# YWS Customer Relationship Management (Software Tool and Systems Integrator)

Source: [Tenderline](https://tenderline.uk/tenders/yws-customer-relationship-management-software-tool-and-systems-integrator-ocds-h6vhtk-02fba2). UK public procurement intelligence compiled from official UK procurement notices.

> **Tenderline Executive Summary:** YORKSHIRE WATER SERVICES LIMITED: "YWS Customer Relationship Management (Software Tool and Systems Integrator)". Published status: complete. Framework Ceiling: £11,450,000. 1 published lot. Recorded submission deadline: 21 Dec 2021, 17:00 GMT. Published submission portal: service.ariba.com.

## Key Information
- **Status:** COMPLETE (the published submission deadline has passed)
- **Buyer:** [YORKSHIRE WATER SERVICES LIMITED](https://tenderline.uk/buyers/yorkshire-water-services-limited-coh-02366682)
- **Framework Ceiling (notional):** £11,450,000 (GBP)
- **Submission Deadline:** 21 December 2021 at 17:00 GMT
- **Lots:** 1
- **Procurement Method:** Negotiated procedure with prior call for competition
- **Main Category:** services
- **Classifications (CPV):** Customer Relation Management software development services, For computer software, For design, For developing, For development (+12 more)
- **Delivery Location:** UKE
- **Legal Basis:** CELEX 32014L0025
- **Official Documents:** 2 published documents & notices ([view on Tenderline](https://tenderline.uk/tenders/yws-customer-relationship-management-software-tool-and-systems-integrator-ocds-h6vhtk-02fba2#documents))
- **OCID:** `ocds-h6vhtk-02fba2`

## Before you bid
Deciding whether to bid? The Tenderline page for this tender carries the competition and buyer analysis this notice does not:

- **Expected competition:** how many bids lots like this attract, from past awards in the same market.
- **Who could compete:** suppliers who have won similar work, and who holds the current contract.
- **Buyer track record:** earlier work for this buyer, its unexpired awards, and how its awards compared with its estimates.
- **Price forecast:** the commercial price range for each lot, with the middle 50% of comparable awards.

- **What it takes to win:** selection and award criteria, lot by lot.
- **Contract history:** what this tender replaces, and every notice in the procedure.

[Open the competition and buyer analysis](https://tenderline.uk/tenders/yws-customer-relationship-management-software-tool-and-systems-integrator-ocds-h6vhtk-02fba2#tl-md)

## Submission
- **Submission Platform:** [service.ariba.com](/out?url=https%3A%2F%2Fservice.ariba.com%2F)
- **How to bid:** https://tenderline.uk/tenders/yws-customer-relationship-management-software-tool-and-systems-integrator-ocds-h6vhtk-02fba2#participate

## Description
General: YWS have an ambition to excel in the experience we offer to our customers. Our CX Tech Strategy sets out a pathway by which we can accelerate elements of our CX ambition. We will be procuring a new 'Best of Suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. This tender process is to select suppliers who can work with Yorkshire Water to transform our customer experience technology area through two main services: • Customer Relationship Management Software. Which may include provision of software, hosting, maintenance, support, training and a range of other related services. • Customer Relationship Management Implementation which may include provision of a range of implementation, configuration, integration, testing and arrange of other services For avoidance of doubt, bidders must be capable of delivering both the CRM Software Tool, either directly or acting as a reseller, and the Systems Integration service. YW will work with successful bidders to deliver a step change in the experience offered to YW customers. The project will deliver a best of suite CRM platform for digital self-service enablement across all aspects of customer journey management and the effective management of customer cases. The internal users of the solution will be from across Yorkshire Water (and its suppliers) including customer, developer services, operations, water/waste business areas and other related teams which are not mentioned here. YWS are proposing investment in new core CRM systems to achieve the CX ambition. The key investment areas proposed are as follows: • Best of Suite CRM Solution: Customer identity; channel-agnostic so customers do not have to repeat themselves; workflow and correspondence • Digital Channels: Delivering parity of capability with traditional channels, personalisation The capabilities the solution will implement are as follows : Digital Engagement, Case Management, Knowledge Management, Automation of Engagements, Workflow and BPM Support, Real-time Continuous Intelligence, Workforce Engagement Management, Intelligent Voice System, Platform Ecosystem & Integration, Usability, Agility & COVID-19 Response. The capabilities sought from a System Integrator are: Business Acumen, Business Process Transformation, Customer Service/Support Experience, Marketing CRM Experience, Sale CRM Experience, Commerce Experience, Customer Experience Architecture, Customer Data & Analytics, Technology Architecture/Integration, Digital Design and User Experience (UX), Organisational Change Management (OCM) Systems Integrator Professional Services: Yorkshire Water require the services of an experienced CRM 'Systems Integrator' to identify an appropriate CRM solution and operate within the Customer Interactions Management programme to deliver an appropriately configured, developed, tested and implemented solution. The SI will be required to support the YW ...
> [Read full procurement scope and specification on Tenderline](https://tenderline.uk/tenders/yws-customer-relationship-management-software-tool-and-systems-integrator-ocds-h6vhtk-02fba2)

## Lots (1)
### Lot 1: Untitled lot
- **Lot id:** `1`
- **Status:** complete
- **CPV codes:** 72211000, 72212445, 72220000, 72240000, 72250000, 72261000
- **Delivery regions:** UKE

- **Estimated Value:** £11,585,000
- **Description:** Yorkshire Water (YW) are seeking a provider (either a customer experience systems implementer who resells CX software or a CX software provider with implementation experience) of a 'best of suite' CRM solution capable of managing all related customer...

- **Renewal published:** yes

## Awards & Winning Suppliers (1)
- **Award:** Customer Interaction Management (CIM) - Professional Services (active)
  - Award id: `029478-2022-1`
  - Supplier(s): **IBM United Kingdom Limited**
  - Supplier identifiers: `GB-FTS-183993`
  - Value: £9,021,846 † (exc. VAT)

> † value taken from the contract record; the award notice published none.

## Contracts (1)
- **Contract:** Customer Interaction Management (CIM) - Professional Services (active)
  - Signed Value: £9,021,846
  - Signed Date: 04/09/2022

## Provenance and Official Sources
- **Official Notice:** [Find a Tender notice](/out?url=https%3A%2F%2Fwww.find-tender.service.gov.uk%2FNotice%2F029478-2022)
- **Last Source Update:** 2022-10-19T14:08:47.000Z
- **This document generated:** 2026-10-25T21:28:40.193Z
- **Machine API:** https://tenderline.uk/api/public/tenders/ocds-h6vhtk-02fba2