ITC EOI Client Relationship Management (CRM) system

INTERNATIONAL TRADE CENTRE (ITC)

Major Upcoming Business Opportunity Notice

CALL FOR EXPRESSION OF INTEREST (EOI)

Reference: 

Client Relationship Management (CRM) system

United Nations Common Coding System (UNCCS) for the required goods/services: 740040

Budget:

RB/XB funding as appropriate

Contract period:

To be defined.

Date of this Call for Expression of Interest (EOI):

26 March 2010

Closing Date for Receipt of EOI at ITC/PS:

4 May 2010

Terms of Reference (summary):

Project summary: ITC is a non-profit organization of about 300 staff and the joint agency of the World Trade Organization and the United Nations.  As the development partner for small business export success, ITC’s goal is to help developing and transition countries achieve sustainable human development through exports.

To achieve its goal, ITC works with a vast range of constituents including the private sector, international organizations, Policy-makers, trade support institutions, small and medium sized enterprises, academia, the media and numerous other international and regional strategic partners.  We have tens of thousands of contacts across most of the world.

Business units within ITC have developed individual bespoke CRM-type solutions to manage the details of those organizations and individuals involved in their projects.  Over the last two years, the strategic focus of the organization has changed--shifting away from smaller, individual projects to large programmes involving several business units working together with a wider range of partners.  As a result, ITC now needs a centralized CRM system which all business units can share, along with standardized relationship management processes and methodologies to ensure successful coordination with all of our partners and clients.  

ITC would like to procure, customize and install a CRM system.  The proposed CRM system should include all basic CRM functionality and specialize in supporting non-profit international organisations.  In addition, we would like the system to be able to:

·          Integrate with ITC’s website and CMS (currently under redevelopment)

·          Integrate with ITC’s messaging platform, Microsoft Outlook/Exchange

·          Integrate with basic communication functions like fax and e-mail

·          Integrate with our front office systems (including software packages like MS Word, Excel, etc.)

·          Integrate with our back office systems

·          Potentially integrate with an internal correspondence system

·          Be accessible via the Internet

·          Include a reporting package with dashboards, etc.

·          Require minimal customization to be functional, but still provide ITC with customization options

·          Allow for users to have different levels of access with proper security

In addition, the selected vendor should assist in data cleaning and migration.

The RFP and terms of reference will be sent to those suppliers that have been selected by ITC to participate in the call for tender.

Due to the fact that the official language for this RFP will be English, the Terms of Reference and the correspondence will be in English only.

Submissions for expression of interest shall include the following elements, which represent the criteria for the pre-selection of suppliers:

·          Organization, structure and number and qualifications of employees working for the company.

·          Financial reports for the last two years (2008, 2009).

·          List of similar CRM systems recently delivered (to non-profit organizations) preferably to international organizations and companies, with a brief description of the technology and platform for each.

·          Acceptance, in writing, of the UN Supplier Code of Conduct posted on the procurement section of ITC’s web site (http://www.intracen.org/gsps/supplier_code.pdf?mn=1).

Only companies showing at least five years of experience in the provision of CRM services, including at least two years of experience in the technology to be proposed and with a strong commitment to respect practices of the profession, strict confidentiality of the process, including the UN Supplier Code of Conduct, should express their interest.

For any further information on ITC, please consult our website: www.intracen.org

The Procurement Services (PS), Central Support Services (CSS), Division of Programme Support (DPS) invites interested companies to forward their Expression of Interest (EOI) by fax or by email (batt@intracen.org), before the closing date to PS:

Procurement Services

International Trade Centre

Palais des Nations

1211 Geneva 10

Switzerland

Telefax : +41-22-730-0900

Please indicate your vendor ID number (if already registered with ITC/UNOG or UNGM, otherwise please follow the Procedure for Registration as Potential Vendor at www.ungm.org) and reference of this EOI in your response.

ITC reserves the right to change or cancel this requirement at any time in the EOI and/or solicitation process.