- STATEMENT OF REQUIREMENT
2.1 Background
Coop Bank Tanzania Plc seeks to procure and implement a robust, secure, and scalable Customer Relationship Management (CRM) System to enhance customer engagement, improve service delivery, and support data-driven decision-making. The CRM must seamlessly integrate with existing banking systems and channels, ensuring a unified view of customer interactions across all touchpoints.
Qualified and interested candidates to submit their proposals for the supply and implementation of the Call Centre System with CRM capabilities.
2.2 Objectives
The primary objectives of implementing the CRM system include:
Centralizing customer data to provide a 360-degree view of customer relationships.
• Enhancing customer service, retention, and loyalty.
• Enabling personalized customer engagement through data analytics and segmentation.
• Supporting sales, marketing, and service automation.
• Ensuring compliance with regulatory requirements (e.g., data protection, KYC).
• Integrating seamlessly with the Bank’s core banking system, digital channels, and third-party platforms.
Scope of work
This system will provide such service delivery channels as web portal, social media, online chat, chatbots, SMS, etc. along with conventional voice enhanced by VoIP technologies.
The following access channels shall be considered in the CC:
a) Inbound Channels: Telephone, Mobile, e-mail, SMS (Status tracking only), Chat, website etc.
b) Outbound Channel: Telephone, e-mail, SMS, Mobile, etc.
For more Details download RFP in the link below