Business-to-Business Customer Relationship Management System (CRM B2B)

Oslo Lufthavn AS

The contracting authority has a wide range of relationships of different types:
— Airlines,
— Commercial operators at the airport,
— Suppliers of various goods and services to the airport,
— Public and private organizations with relationships with the airport.
There are often many people involved in communications – on both sides.
The goal is for the entire Avinor Group, including Oslo Airport, to become more customer-oriented. Specifically for this procurement, this means to improve communication between the airport and its business partners (B2B). The functional objectives of a CRM are:
— A common contact directory,
— Improved information about the customer's contact persons,
— Common information about dialogue with the customer,
— Improved information about the contracting authority's contact person for the customer,
— Better tools for disseminating and sharing information with customers,
— Simplify administrative procedures in relation to dialogue - both during competition and contract periods,
— Easy access for users.
The overall objectives of the contract are:
— Acquisition of a B2B CRM as soon as possible (second half of 2014),
— Strong focus on usability and simplicity; assumed integrated with Outlook,
— Gradual introduction. The implementation applies primarily to Oslo Airport and is seen as the first phase. Avinor AS should be able to obtain the same solution by exercise of the option,
— Gradual development of strong user-orientation for many development steps. Further development over several years is assumed, but this competition concerns only the first phase,
— We assume there will be a development of mechanisms for information exchange, with "all" systems that have contact information.
The contract is a framework agreement with a duration of 2 years with an option to extend for 1 + 1 years.
The contract value for the specified phase is estimated to be approx. NOK 2 million.

Frist
Fristen for mottak av tilbud var 2014-04-04. Anskaffelsen ble publisert 2014-03-07.

Leverandører
Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• • Deloitte As

Hvem?

• • Oslo Lufthavn AS

Hva?

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