Call for tenders – Customer Relations Management

ECOS Procurement and Purchase Policy

This tender complies with the ECOS Procurement and Purchase Policy adopted by the ECOS Executive Committee, and last updated February 2024. This policy covers general principles relating to transparency and fairness, value for money, and non-discrimination. It specifies thresholds relating to a competitive negotiated procedure with at least a specified number of candidates either with tender or selection, and sets out the procedure to be followed by ECOS.

About ECOS

ECOS is an international NGO with a network of members and experts advocating for environmentally friendly technical standards, policies and laws. We ensure the environmental voice is heard when they are developed and drive change by providing expertise to policymakers and industry players, leading to the implementation of strong environmental principles. More at www.ecostandard.org.

Objective of this tender

ECOS seeks to subcontract a company to set up and ensure the maintenance of a CRM (customer relationship management) tool as outlined in the scope and output of this tender document.

Scope

The service will focus on setting up a CRM to manage information on our different stakeholders (funders, members, experts, press, …), populating it with data from our current databases and providing maintenance support when needed.

Tasks & Outputs

The contractor will deliver a CRM that:

• Organizes, sorts and keeps track of our different stakeholders
• Is compliant with GDPR rules
• Is user-friendly and can easily be updated
• Can be accessed and used by all staff members with minimum training required
• Can be connected to or integrated with tools we currently use (office suite, mailchimp, …) or might use in the future
• Automatises some tasks

Budget

The budget available for this work is maximum €10,000 (excluding VAT), and all other costs will be incurred by the subcontractor.

Project implementation

Delivery of the service will involve active contribution from and regular coordination with ECOS. The key milestones include, but are not limited to:

• Signature of the contract
• A kick-off meeting
• Delivery of the CRM structure
• Retrospective with ECOS team and integration of eventual changes
• Pilot phase populating the tool with three stakeholder groups (funders, members, press)
• Retrospective
• Beta launch in the ECOS team, extending the pilot phase to other stakeholder groups
• Retrospective
• Official launch of the CRM
• Planning for the maintenance support if needed (maintenance support is outside of the scope of this tender)

Throughout the implementation of the project, the subcontractor will provide updates to ECOS staff when relevant and/or requested.

Timeline

The CRM should be fully operational by the end of 2024. Therefore, the contract should be completed by the subcontractor by December 2024. A kick-off meeting will be held with the successful applicant(s) in the month of April, depending on the management team and contractor’s availability.

Tender Assessment

Assessment of the tenders will be made by an appointed selection committee, using a pre-agreed evaluation template. The award criteria are:

• 70% quality:
  • • delivery team expertise (CVs + relevant experience to be provided) and efficient coordination with ECOS,
    • company’s track record,
    • relevance of application,
    • usefulness of the expected outcome for the team
• 30% price

Only short-listed tenderers will be contacted.

The fact of publishing a procurement procedure does not oblige ECOS to award the contract to a tenderer simply because its tender fulfils those criteria. It also reserves the right to decide not to award the contract to any tenderer and to cancel the procedure at any time before award.

Tender preparation

Tenderers are requested to submit a proposal by 24:00 CET 24/03/2024 to info@ecostandard.org (with copy to anna.arcuri@ecostandard.org and cecilia.rolland@ecostandard.org) outlining:

• A description of the anticipated activities to set up and maintain the CRM.
• A description of how close coordination with ECOS will be ensured throughout the project.
• A description of the proposed CRM.
• A detailed timeline on milestones and deadlines.
• Budgeting for each element of the work.
• Biographies and time availability of the key staff delivering the work, as well as references if available.
• Evidence of previous work setting up CRM for associations.