Germany – Customer Relation Management software development services – Einführung Microsoft Dynamics 365 - CRM / Kundenservice / Vertrieb / Copilot-Integration

The subject of the procurement is the introduction and implementation of an integrated CRM platform based on Microsoft Dynamics 365 at Stadtwerke Emden GmbH. The aim of the project is to introduce an integrated CRM platform that comprehensively maps customer service and sales processes (B2C, B2B), provides interfaces to the billing system and integrates a data/analytics layer for reporting, KPI and data quality. For technical reasons, a decision must be made in favour of Microsoft Dynamics 365. Corresponding products from other manufacturers are not technically compatible with the existing Microsoft-365 infrastructure and are therefore not the subject of the tender. The project description enclosed with the tender documents in the (currently) draft version describes the relevant requirements. The project description will be further developed during the tendering procedure and will later serve, together with the technical specification, as a binding basis for the final offers. The project will be divided into various phases. The individual phases are described in more detail in the draft version of the project description. It is desired that Phase 1 is completed by Q1/2027. However, the schedule is not yet binding and will also be the subject of negotiations.