Professional Documents
Culture Documents
Ref: 03/2018/CC/RFP/02
Dear Sir,
We write to invite you to submit a proposal for consideration for the deployment of a
Customer Relationship Management (CRM) tool for Access Bank Ghana Plc.
Purpose
The purpose of the CRM is to have a single view system that will aid in the documentation
of customer interaction, track complaints, enrich communication and provide efficient
service delivery.
Scope of Work
The CRM tool must be developed to have a 360 view of managing customers’ life cycle.
Its implementation therefore should cover the functions of all customer processing,
marketing and service oriented units including, Branches, Contact Centre, Channels
Central Processing Centre among others.
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Surveys
Internal Communicator
Search and Advanced Search
Dashboards
Reports
Audit Trails
Others as and when identified
The Bank will procure hardware servers based on requirements in your proposal. The
Bank’s Information Technology (IT) staff will be available to release network and support
with accesses and controls needed for any integrations, configurations and deployment.
The expected outcome is to have a robust system that will make customer relationship
management prolific and efficient. The following performance standards will be expected:
1. Administrator
Create users
Remove users
Assign and reassign roles
2. Supervisors
Mapped to Users
Assign and reassign roles
Dashboards (Real Time & Historical)
Reports (Real Time & Historical)
3. Users
Assigned Task
Dashboards (Real Time & Historical)
Reports (Real Time & Historical)
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Valid & Acceptable National I.D Card Type
Customer’s Preferred Method for Updates
Category
Sub Category
Minor Category
Root Cause
Comments / Description / Desired Outcome Sought By Customer
Action Taken
Resolution Status
Department or Branch Escalated To
Staff Escalated To
Escalation Date
Resolved By
Resolution Date
Number of Days Taken To Resolve Query
5. Escalation Mappings
Automatic escalation to assigned staffs and units as mapped
9. Flexcube Integration
Create Customers including Prospects
Open Account
Stop Cheque
Place PND
Hold Funds
View Transactions
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11. Channels Application Integration
MFS applications
o Transactional alert platform
o Premium Mobile Applications
o Cardless withdrawal platforms
o Mobanking platform
o *901# platforms
o *500# platforms
Cards applications
o VISA cards platforms
o GH Link platforms
o Ezwich platforms
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14. Social Media Management
Facebook
Instagram
Twitter
WhatsApp
16. Surveys
Service Satisfaction feedback (SMS/Email)
Reports
19. Dashboards
Interaction categorization
Query Status
Agents/Staff Performance
Units Performance
Etc.
20. Reports
Automated reports
Self-creation reports
Export of data in various formats including Excel, PDF, CSV etc.
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Deliverables
Terms of Contract
The duration for implementation is expected to be between 30th April, 2018 and 30th
November, 2018 but contract will continue with support based on agreed SLA.
The provider would be required to operate an account with the Bank for the processing
of all payments.
The terms and conditions detailed in the signed contract would be binding on both parties
until such a time that the contract has been executed and completed or continue to run
for support as the case may be.
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Points of Contact for Future Correspondence
For any further clarifications / future correspondence on this exercise please contact the
under - listed;
Conclusion
In view of the aforementioned, you are required to submit to the Bank, your Technical and
Financial Proposal for the Bank’s consideration.
We would therefore be grateful if you could submit your proposal before close of business
on 30th March, 2018.
Yours faithfully
For: ACCESS BANK (GHANA) PLC
__________________ __________________
Stephen Kojo Adjei Edward Nelson-Addy
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