19-001 Customer Service System (CRM) Vinmonopolet

AS Vinmonopolet

Vinmonopolet would like to obtain tenders for a new SaaS based system to improve our customer service. We currently lack digital systems for customer dialogue and customer relations across channels and organisational units. We would like to implement a new customer service system, CRM, which will, in the first phase, be used in our customer centre. The system will form the basis for a uniform processing of customers and it will ensure that we can provide the best possible service through current and new interaction channels. In the long term, we would also like to use the system with other external relations than customers. The system must also give us an efficient self-service processing of “cases” from external parties.
Click here https://permalink.mercell.com/101220621.aspx

Frist

Fristen for mottak av tilbud var 2019-04-05. Anskaffelsen ble publisert 2019-03-05.

Leverandører

Følgende leverandører er nevnt i tildelingsbeslutninger eller andre anskaffelsesdokumenter:

• Sopra Steria AS (hovedenhet)

Hvem?

• AS Vinmonopolet

Hva?

Hvor?

• Norge
• Oslo

Anskaffelseshistorikk

Dato	Dokument
2019-03-05	Kunngjøring av konkurranse
2020-03-31	Kunngjøring om tildeling av kontrakt

Kunngjøring av konkurranse (2019-03-05)
Gjenstand
Anskaffelsens omfang
Tittel: Customer Relation Management software development services
Kort beskrivelse:

Vinmonopolet would like to obtain tenders for a new SaaS based system to improve our customer service. We currently lack digital systems for customer dialogue and customer relations across channels and organisational units. We would like to implement a new customer service system, CRM, which will, in the first phase, be used in our customer centre. The system will form the basis for a uniform processing of customers and it will ensure that we can provide the best possible service through current and new interaction channels. In the long term, we would also like to use the system with other external relations than customers. The system must also give us an efficient self-service processing of “cases” from external parties. Click here https://permalink.mercell.com/101220621.aspx

Metadata for kunngjøring
Originalspråk: engelsk 🗣️
Dokumenttype: Kunngjøring av konkurranse
Kontraktens art: Tjenester
Forskrift: Det europeiske økonomiske samarbeidsområdet (EØS), med deltakelse av GPA-land
Felles innkjøpsordliste (CPV)
Kode: Utviklingstjenester relatert til Programvare for håndtering av kundekontakter 📦
Tilleggs-CPV: Programvare for håndtering av kundekontakter 📦
Utførelsessted
NUTS-region: Oslo 🏙️

Prosedyre
Prosedyretype: Konkurranse med forhandling
Tilbudstype: Innlevering for alle delkontrakter
Tildelingskriterier
Det mest økonomisk fordelaktige tilbudet

Oppdragsgiver
Identitet
Land: Norge 🇳🇴
Type tildelende myndighet: Annet
Navn på tildelende myndighet: AS Vinmonopolet
Postadresse: Dronning Eufemias gate 11
Postnummer: 0130
Poststed: Oslo
Kontakt
Internettadresse: https://permalink.mercell.com/101220621.aspx 🌏
E-post: bard-einar.heggelund@vinmonopolet.no 📧
Telefon: +47 22015000 📞
URL for dokumenter: https://permalink.mercell.com/101220621.aspx 🌏
URL for deltakelse: https://permalink.mercell.com/101220621.aspx 🌏

Referanse
Datoer
Sendt dato: 2019-03-05 📅
Innleveringsfrist: 2019-04-05 📅
Publiseringsdato: 2019-03-07 📅
Identifikatorer
Kunngjøringsnummer: 2019/S 047-109133
OJ-S-utgave: 47

Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

Click here https://permalink.mercell.com/101220621.aspx

The contract is for the procurement of a SaaS service, including implementation and rolling out for the stated user groups.

Varighet: 36 måneder
Beskrivelse av fornyelser:

The contract will be automatically renewed for 1 (one) year at a time unless it is terminated. 4.

Beskrivelse av opsjoner:

*License price for employees at eLageret (8).

*License price for employees at the chain office who will process cases in the CRM (50).

*License price for shop managers and deputies who will set up cases, look at the status of cases and maybe comment on cases for customers in shops (433).

*License price for shop workers who could have a need to set up cases and look at the status of cases for customers in shops (1310).

Juridisk, økonomisk, finansiell og teknisk informasjon
Vilkår for deltakelse
Egnethet til å utøve yrkesvirksomheten:

*Tax and VAT.

Norwegian tenderers must have their tax and VAT payments in order.

Documentation requirement for Norwegian tenderers: a tax and VAT certificate from the tax authorities, not older than 6 months from the deadline for requests to participate in the tender contest.

*The tenderer's organisational and legal position.

The tenderer is required to be a legally established company.

Documentation requirement: for Norwegian tenderers: company registration certificate from the Brønnøysund Registre Centre. For foreign tenderers: certificate for registration in the business register as prescribed in the legislation of the country in which the tenderer is established.

Økonomisk og finansiell stilling:

Sufficient financial solidity is required.

Documentation, proof that the set requirements are met.

Credit evaluation/rating, not older than 3 months, based on the last known accounting figures. This credit assessment must be a credit rating (including a credit rating, part judgement and historical rating), and it must be carried out by a publicly approved credit institution.

If a tenderer has any valid reasons for not being able to provide the documentation requested by Vinmonopolet, the tenderer may prove their economical and financial standing with any other document that is acceptable to Vinmonopolet. If a tenderer has such valid reasons, he may contact Vinmonopolet in writing in order to clarify which other documentation is acceptable.

Teknisk og faglig kapasitet:

*Good experience is required from similar deliveries.

Documentation requirement: a description of the tenderer's 3 most relevant deliveries in the last 3 years, including a description of the assignment, scope, dates and recipients (reference customer). We ask that the template in the annex to this document is used, see point 6. Name and contact details of the contact person who can confirm this information must be provided on request.

*A good and well-functioning quality assurance system is required.

Documentation requirement: a description of the tenderer's general methods for quality assurance/management system.

Prosedyre
Rettslig grunnlag: 32014L0024
Tidspunkt for mottak av tilbud: 12:00
Språk som tilbud eller forespørsler om deltakelse kan sendes inn på: norsk 🗣️
Tilbudets gyldighetsperiode: 6 måneder

Oppdragsgiver
Identitet
Nasjonalt registreringsnummer: 817209882
Annen type oppdragsgiver: Limited company
Kontakt
Kontaktpunkt: Bård Einar Heggelund
Adresse til kjøperprofilen: http://www.vinmonopolet.no/ 🌏
URL for dokumenter: https://permalink.mercell.com/101220621.aspx 🌏

Utfyllende informasjon
Klageinstans
Navn: AS Vinmonopolet
Poststed: Oslo
Land: Norge 🇳🇴
Kilde: OJS 2019/S 047-109133 (2019-03-05)

Kunngjøring om tildeling av kontrakt (2020-03-31)
Gjenstand
Anskaffelsens omfang
Kort beskrivelse:

Vinmonopolet has obtained tenders for a new SaaS-based system to improve our customer service. We currently lack digital systems for customer dialogue and customer relations across channels and organisational units. We would like to implement a new customer service system, CRM, which will, in the first phase, be used in our customer centre.

Totalverdi for anskaffelsen: 3 600 000 NOK 💰
Metadata for kunngjøring
Dokumenttype: Kunngjøring om tildeling av kontrakt

Prosedyre
Tilbudstype: Ikke aktuelt

Referanse
Datoer
Sendt dato: 2020-03-31 📅
Publiseringsdato: 2020-04-01 📅
Identifikatorer
Kunngjøringsnummer: 2020/S 065-156319
Refererer til kunngjøring: 2019/S 047-109133
OJ-S-utgave: 65

Gjenstand
Anskaffelsens omfang
Beskrivelse av opsjoner:

• license price for employees at eLageret (8);

• license price for employees at the chain office who will process cases in the CRM (50);

• license price for shop managers and deputies who will set up cases, look at the status of cases and maybe comment on cases for customers in shops (433);

• license price for shop workers who could have a need to set up cases and look at the status of cases for customers in shops (1310);

Prosedyre
Tildelingskriterier
Kvalitetskriterium (navn): The system
Kvalitetskriterium (vekting): 30
Kvalitetskriterium (navn): The tenderer's competence and experience
The implementation, administration and achievement of objectives
Kvalitetskriterium (vekting): 20
Pris (vekting): 20

Tildeling av kontrakt
Dato for kontraktinngåelse: 2020-03-19 📅
Navn: Sopra Steria AS (hovedenhet)
Postadresse: Biskop Gunnerus' gate 14 A
Poststed: Oslo
Postnummer: 0185
Land: Norge 🇳🇴
Telefon: +47 22575600 📞
E-post: salg.no@soprasteria.com 📧
Land: Oslo 🏙️
Totalverdi for anskaffelsen: 3 600 000 NOK 💰
Informasjon om tilbud
Antall mottatte tilbud: 4

Oppdragsgiver
Identitet
Annen type oppdragsgiver: Ltd company

Utfyllende informasjon
Klageinstans
Navn: Oslo Tingrett
Kilde: OJS 2020/S 065-156319 (2020-03-31)

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