Germany – IT services: consulting, software development, Internet and support – CRM/CX Lösung

The subject of the tender is a public contract with an economic operator for the following service: a new SaaS Customer Relationship Management (CRM) / Customer Experience (CX), Enterprise Integration Platform (EIP) platform solution and the services for integration and operation. As a promotional bank for North Rhine-Westphalia, NRW.BANK supports the state in its structural and economic policy tasks. In doing so, it acts in the public interest, in a competition-neutral manner and uses the entire spectrum of credit-based promotional products - from the classic loan to tailor-made advice. Its three promotional areas are "Economy", "Housing" and "Infrastructure/Municipalities". Unlike commercial banks, the customers of NRW.BANK are primarily house banks and other promotional agencies. The tender aims to find a Relationship Management (CRM) tool, a Customer Experience (CX) system and an Enterprise Integration Platform (EIP) as a SaaS/SW solution for a period of 4 years with an optional annual extension to a maximum of 8 years for the contracting authority. With this, all system and specialist functions that are available in the currently operated solution of the CRM/CX tool are to be fully covered. The SaaS/SW must enable seamless integration of third-party systems and databases through integrated plug-in interfaces (web services), as well as an integration platform (EIP) for data exchange between the SaaS/SW and other systems (ERP, CRM, data warehouses) through integration of REST-APIs (via no-code/low-code drag-and-drop processors). At the same time, a suitable migration, implementation and operation partner is to be identified, who will fully migrate the current scope (incl. contracting authority-specific configurations and interface connections), and who will also ensure operation in compliance with prescribed regulations. The entire administration (operation, maintenance, update and support) of the entire SaaS solution (infrastructure, platform, application) is the responsibility of the TENDERER/CONTRACTOR. Necessary licenses for the application software CRM/CX AND EIP will be provided by the TENDERER/CONTRACTOR. Further information is contained in the project description, which is stored on the procurement platform.