Belgium – Customer Relation Management software development services – Mission de reprise, maintenance et d'évolution de l'outil de gestion de la relation client (CRM)

**Contract Object: Mission to take over, maintain and evolve the customer relationship management (CRM) tool. The present special conditions and its annex "Technical Requirements" describe the types of services that LETEC wishes to activate for the execution of this contract. These elements translate the philosophy of the expected achievements and should enable the tenderer to define the profiles as well as the most appropriate methodology to achieve the objectives mentioned. However, part of the services will be provisioned under the angle of profile types to be activated (see inventory document). Their effective activation will be confirmed during the execution of the contract by the contracting authority through the use of the purchase order mechanism. The main services can be described as follows:**

**Methodological support and best practices:**

- Conducting usage audits/technical audits, defining priorities, defining roadmaps,

- Conducting co-creation workshops, formalizing processes,

- Defining KPIs and parameterizing associated tools,

- Project management in accordance with the rules of the art, notably on the aspects of schedule management, budget management, backlog management, functional and technical documentation.

- Sharing best practices and benchmarking based on experiences with comparable organizations

**Takeover of the existing system:**

- Takeover of environments, parameterizations, specific developments, integrations and existing components,

- Takeover of functional, technical, maintenance and update documentation,

- Takeover of training materials, maintenance and update,

- Organization and implementation of knowledge transfers with the relevant stakeholders

- Taking charge of the maintenance and evolution of the platform from the end of the transition period

**Functional support:**

- Development or parameterization of new functionalities, preferably in standard or customized to the needs of LETEC,

- Decommissioning of obsolete functionalities,

- Functional adaptations following Microsoft evolutions,

- Integration of needs related to other LETEC digital platforms (such as, for example – non-exhaustive: client site letec.be or future professional site LETEC pro, mobile applications, sales back-end, social networks)

- Constitution and administration of data repositories and APIs necessary for their exposure, in compliance with data security and personal data management standards,

- User training.

**Technical support:** system evolutions, obsolescence management, architecture advice, user rights management, initial parameterization of the tool and associated rights.

**System maintenance:** corrective and evolutionary maintenance of the CRM system for the entire duration of the contract, proactive approach to keep the system in good operational condition, technical assistance or incident resolution. The start of corrective maintenance services will commence on a date to be agreed by the adjudicator, at the latest at the end of the audit phase.

**Place of service provision: Walloon Region.**

**Presentation of the contracting authority – LETEC**

**LETEC is the contracting authority and is responsible for designing and implementing a coherent policy on transport at the scale of Wallonia. The network is operated by 5 Business Units (BU):**

- **BU LETEC Brabant Wallon**

- **BU LETEC Charleroi**

- **BU LETEC Hainaut**

- **BU LETEC Liège-Verviers**

- **BU LETEC Namur-Luxembourg**

**The LETEC network ensures more than 150 million trips per year thanks to a network consisting of 938 regular lines composed of standard and articulated bus lines, coach lines, midibuses and minibuses, 2 tram lines, as well as on-demand transport services (TAD) and specialized services. The operation is ensured by more than 2,800 vehicles (as of early April 2025), 31,348 stops and 3 P+R on the territory. The commercial network includes 28 agencies, called SHOP LETEC, an E-SHOP, as well as sales on smartphone and a network of partners, the POINTS LETEC. The "Transversal" department is responsible for contractual management with suppliers, project management related to the implementation of tools as well as the steering of operations (adoption, management of evolutions, management of maintenance).**

**Some key figures of the LETEC network:**

- **Nearly 124 million kms per year;**

- **49 depots;**

- **28 sales points;**

- **Transport network of more than 14,000 km;**

- **Nearly 5,700 employees;**

- **A turnover of nearly 132 million euros in 2024.**