KIMISITU SACCO EXPRESSIONS OF INTEREST SUPPLY, INSTALLATION, COMMISSIONING & MAINTENANCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM

Transcription

1 KIMISITU SACCO EXPRESSIONS OF INTEREST SUPPLY, INSTALLATION, COMMISSIONING & MAINTENANCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM EOI NO. KSSL/ICT-CRM/06/2017

2 BACK GROUND Kimisitu Co-operative Savings and Credit (Kimisitu SACCO) Limited was formed in March 1985 by a group of staff from ICRAF (International Centre for Research in Agroforestry). The name KIMISITU is coined from the Swahili language to denote agriculture and forestry thereby identifying with the core activities of ICRAF, the initial founding organization. It was formed mainly to promote thrift among members and accumulate savings. Kimisitu Sacco, subject to the Cooperative Societies Act, has continued to extend loans for provident and productive purposes, doing so at fair and reasonable rates of interest. In order to achieve a solid base for growth, Kimisitu has since opened membership to other NGOs and international organizations. Kimisitu Sacco Society Limited (KSSL) is inviting suitably qualified bidders for the Installation, Commissioning & Maintenance of Customer Relationship Management (CRM) System. Objective of the Assignment In view of the business processes, KSSL desires to: i. Improve customer relations ii. Increase customer revenues iii. Maximize upselling and cross-selling iv. Better internal communication v. Optimize marketing

3 The proposed solution should have the following features: i. Customer Management. The system should be able to provide functionality for maintaining a comprehensive customer database. ii. The system should provide a serialized customer reference number and must not allow deletion, reuse or duplication of the customer reference number. The customer reference number and customer details should be maintained as a permanent record. iii. All related customer facilities to be linked to the customer reference number to track total exposure to each customer. iv. Sales. The system should be able to provide functionality to manage customer leads, generate sales opportunities, provide proposals to prospective customers and maintain a catalogue of the corporation s products. v. Marketing. The system should be able to provide functionality for marketing management including marketing planning and marketing plan implementation. vi. Customer service. The system should be able to provide functionality for customer service management including customer contract, issue tracking and resource scheduling. vii. Communication channels. The system should be able to provide functionality for interfacing with a diverse range of communication channels including telephone, websites, social media, etc. viii. The system should be able to allow individual customers to be classified into specific sectors and industries in which they operate. ix. The system should allow for recording and tracking of the progress made with the customer at different stages of the engagement i.e. onboarding, receipt of application, screening, pre-appraisal, appraisal, approval, issuance of Letter of offer, lodging of closing documentation and implementation with remarks on status captured at each stage. x. The system should allow linking of related customers i.e. entities that are parent and subsidiary or share directors. xi. The system should have a workflow within the CRM that allows for escalation of activities relating to a customer to different levels based on defined criteria. xii. Data analysis and reporting. The system should be able to provide functionality for

4 xiii. xiv. data analysis and reporting including business trend analysis and performance results. It should also provide customizable customer relationship management dashboards. System should be able to produce reports as and when required tracking movement of a customer s facility request from inception to approval as per process flow timelines and escalate any facilities lagging behind time upwards for re-dress. System integration: The system should be capable of integrating with relevant existing systems and allow for future systems to be integrated

5 KIMISITU SACCO invites Expressions of Interest from qualified vendors with appropriate experience. Vendors should provide information that will demonstrate their qualification and capability to deliver the required services. Additionally, the following information will be required of all vendors: The implementation approach clearly indicating the order of implementation. Specifically, identify the fundamental baseline requirements (technology infrastructure and modules) Supporting technology infrastructure (hardware, software, application, database and tools) to facilitate seamless data exchange, both internally and externally with 3rd party systems, and professional services required for the complete solution(s). Applicants should: Provide a detailed description of the operation model of their proposed solution(s), which must demonstrate an understanding of KIMISITU SACCO s requirement under this EOI. Provide a comprehensive technical solution(s) architecture indicating the vendor s various solution components and enumerating the solutions interoperability and integration capabilities. Provide a detailed outline with (3) reference sites of successful networks and storage deployment, these should include the technical requirements met, work plan, solution methodologies Provide evidence of relevant experience by the vendor in implementation of solution(s) of similar nature and value. Interested firms should provide information/documents indicating that they are qualified to perform the services, which includes: The legal status of the organization in form of certificate of incorporation/registration. A valid tax compliance certificate

6 Authorization or accreditation from software suppliers and/or component manufacturers as the case may be if the vendor is a third party or provide information if the proposed solution(s) is/are developed/manufactured by the vendor. The relevant company organization structure and evidence of personnel professional qualification and experience in implementation of such solution(s). EOIs should be restricted to a Capability Statement of no more than ten (10) A4 pages. In addition, abridged CV s of no more than two (2) pages each of the proposed key personnel should also be provided. The Expression of Interest (EOI) will be assessed against the firm s capability of meeting the above objectives and the information documents supplied. This invitation is not a request for proposals. After a review of the EOIs, a shortlist will be prepared and the vendors with most appropriate qualifications and references will be invited to submit their Technical and Financial Proposals, through a Letter of Invitation with specific Terms of Reference. EOIs will be assessed against evaluation criteria listed above, EOIs will be submitted as follows Submission Mode Details Hard Copy Interested and qualified vendors must submit 1 hard copy EOIs documents to Kimisitu Sacco on the address below Attention Date The Chief Executive Officer, Kimisitu Sacco Society Ltd, P. O. Box , NAIROBI Procurement@kimisitusacco.or.ke on or before Monday June at pm

7 All expenses relating to the preparation and submission of the response to this EOI including providing any additional information shall be entirely incurred and borne by the vendor. This EOI does not entail any commitment on the part of Kimisitu Sacco, either financial or otherwise. Kimisitu Sacco reserves the right to accept or reject any or all EOIs without incurring any obligation to inform the affected applicant/s of the grounds. Completed Expression of Interest and accompanying documents must be submitted in hard copy clearly marked EXPRESSION OF INTEREST (EOI) FOR THE SUPPLY, INSTALLATION, COMMISSIONING & MAINTENANCE OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM When responding please quote: EOI. NO. KSSL/ICT-CRM/06/2017