Customer Relationship Management and Billing Solution

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.

The following two non-mandatory briefing sessions will be held:

Session-1

Date & Time: Tue, 18-Mar-2025, 10:00 A.M – 11:30 A.M AEDT

Registration: Registration for this briefing session is to be completed via Buying for Victora (Tenders Vic) by 5:00pm Friday 14-Mar 2025.

Session-2

Date & Time: Thu, 20-Mar-2025, 10:00 A.M – 11:30 A.M AEDT

Registration: Registration for this briefing session is to be completed via Buying for Victora (Tenders Vic) by 5:00pm Tuesday 18-Mar 2025.