TENDER FOR PROVISION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM FOR BUS EIREANN FOR BUS ÉIREANN

The Contracting Authority proposes to award a Contract for a Relationship Management System which will serve as a centralised platform for managing all customer contacts and interactions, with an emphasis on high usability and intelligent features. The primary objective is to enhance customer service and strengthen relationships by providing a …

CPV: 72200000 Programování programového vybavení a poradenské služby, 72500000 Výpočetní služby
Místo provedení:
TENDER FOR PROVISION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM FOR BUS EIREANN FOR BUS ÉIREANN
Misto zadání:
Bus Eireann/Irish Bus
Číslo zakázky:
0

1. Buyer

1.1 Buyer

Official name : Bus Eireann/Irish Bus
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : General public services
Activity of the contracting entity : Urban railway, tramway, trolleybus or bus services

2. Procedure

2.1 Procedure

Title : TENDER FOR PROVISION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM FOR BUS EIREANN FOR BUS ÉIREANN
Description : The Contracting Authority proposes to award a Contract for a Relationship Management System which will serve as a centralised platform for managing all customer contacts and interactions, with an emphasis on high usability and intelligent features. The primary objective is to enhance customer service and strengthen relationships by providing a unified view of customer information and communication history. This aligns with the company's strategic goal to improve customer satisfaction. By modernising customer relationship practices, the company aims to offer a modern, omnichannel experience to its clients.
Procedure identifier : 9ff431fa-13d7-434e-9b84-b7299a59df2c
Type of procedure : Negotiated with prior publication of a call for competition / competitive with negotiation
The procedure is accelerated : no

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72200000 Software programming and consultancy services
Additional classification ( cpv ): 72500000 Computer-related services

2.1.2 Place of performance

Town : Dublin
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland

2.1.3 Value

Estimated value excluding VAT : 1 000 000 Euro
Maximum value of the framework agreement : 1 000 000 Euro

2.1.4 General information

Legal basis :
Directive 2014/25/EU

5. Lot

5.1 Lot technical ID : LOT-0001

Title : TENDER FOR PROVISION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM FOR BUS EIREANN FOR BUS ÉIREANN
Description : The Contracting Authority proposes to award a Contract for a Relationship Management System which will serve as a centralised platform for managing all customer contacts and interactions, with an emphasis on high usability and intelligent features. The primary objective is to enhance customer service and strengthen relationships by providing a unified view of customer information and communication history. This aligns with the company's strategic goal to improve customer satisfaction. By modernising customer relationship practices, the company aims to offer a modern, omnichannel experience to its clients.
Internal identifier : 0

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72200000 Software programming and consultancy services
Additional classification ( cpv ): 72500000 Computer-related services
Options :
Description of the options : The Contract will be for an initial term of three (3) years with two (2) additional twelve (12) month extensions.

5.1.2 Place of performance

Town : Dublin
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Additional information :

5.1.3 Estimated duration

Duration : 60 Month

5.1.4 Renewal

Maximum renewals : 2

5.1.5 Value

Estimated value excluding VAT : 1 000 000 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English
Deadline for requesting additional information : 14/08/2025 00:00 +01:00

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Allowed
Deadline for receipt of requests to participate : 28/08/2025 00:00 +01:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : Details in Procurement Document
Financial arrangement : Information in Procurement Document

5.1.15 Techniques

Framework agreement :
Framework agreement, without reopening of competition
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland
Organisation providing additional information about the procurement procedure : Bus Eireann/Irish Bus
Organisation providing offline access to the procurement documents : Bus Eireann/Irish Bus
Organisation providing more information on the review procedures : The High Court of Ireland
Organisation receiving requests to participate : Bus Eireann/Irish Bus
Organisation processing tenders : Bus Eireann/Irish Bus

8. Organisations

8.1 ORG-0001

Official name : Bus Eireann/Irish Bus
Registration number : n/a
Postal address : 21 Phibsboro Road, Dublin 7
Town : Dublin
Postcode : Dublin 7
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Contact point : John Angulin
Telephone : 01 7033400
Buyer profile : www.buseireann.ie
Roles of this organisation :
Buyer
Organisation providing additional information about the procurement procedure
Organisation providing offline access to the procurement documents
Organisation receiving requests to participate
Organisation processing tenders

8.1 ORG-0002

Official name : The High Court of Ireland
Registration number : The High Court of Ireland
Department : The High Court of Ireland
Postal address : Four Courts, Inns Quay, Dublin 7
Town : Dublin
Postcode : D07 WDX8
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : +353 1 8886000
Roles of this organisation :
Review organisation
Organisation providing more information on the review procedures

8.1 ORG-0003

Official name : European Dynamics S.A.
Registration number : 002024901000
Department : European Dynamics S.A.
Town : Athens
Postcode : 15125
Country subdivision (NUTS) : Βόρειος Τομέας Αθηνών ( EL301 )
Country : Greece
Telephone : +30 2108094500
Roles of this organisation :
TED eSender

Notice information

Notice identifier/version : dc8362ab-8cb6-4107-b7e8-235350699fc3 - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 25/07/2025 17:46 +01:00
Languages in which this notice is officially available : English
Notice publication number : 00495811-2025
OJ S issue number : 143/2025
Publication date : 29/07/2025