Goulburn-Murray Water (GMW) are seeking suitable candidates for the Customer Billing and Relationship Management (CRM) project that aims to enhance GMW’s digital experience for customers. This is to be done by implementing an efficient billing system and CRM system that offers service management, including self-service features. This initiative will improve interactions between our front-facing staff and customers. It is anticipated to achieve several benefits from this project, including:

• Enhanced billing and CRM functionalities

• Improved customer service delivery

• Streamlined workflows and system optimisation

• Unified customer insights

Tenderers are invited to submit billing and CRM solutions based on the three chosen platforms. The RFT process will consist of two stages: a technical evaluation followed by a Proof of Concept (PoC) demonstrating the customer journey with the proposed solutions. CRM tenderers may need to collaborate with third-party billing solution providers to meet the RFT requirements.

Briefings

Session 1 - Customer Relationship Management and Billing Solution

A briefing session will be held on 18 March 2025 10:00 am.

Notes: Briefing Session will be held via Microsoft Teams. A meeting link will be shared to the registered members. The meeting link can be shared within your organisation, however, please limit the attendees to a maximum of 4 persons per each organisation

Registration closes on 14 March 2025 05:00 pm

Session 2 - Customer Relationship Management and Billing Solution

A briefing session will be held on 20 March 2025 10:00 am.

Notes: Briefing Session will be held via Microsoft Teams. A meeting link will be shared to the registered members. The meeting link can be shared within your organisation, however, please limit the attendees to a maximum of 4 persons per each organisation

Registration closes on 18 March 2025 05:00 pm