We are an organisation with approximately 40 employees, and we use the Microsoft Dynamics 365 CRM (Sales) and Customer Insights system extensively to manage our operations. To ensure value for money, optimal service, efficiency, and security, we are examining the market to gather information and quotes for support services.

Detailed below  are our requirements and expectations from potential support partners who are invited to submit their tenders.

We have been using Microsoft Dynamics 365 CRM since 2016. It is used across our business as a central repository for our customer data and is relied upon for managing customer relationships and for reporting performance.

We are active users of the Customer Insights tools and send multiple marketing communications a week. We launched Real Time in the summer of 2024 and are exploring the use of automation within Customer Journeys and have recently sent our first promotional SMS messages.

We have been using Customer Voice for the collection of customer feedback and for undertaking surveys for several years and we appreciate the availability of the response data in CRM. We have been using Power Automate to send personalised surveys and to trigger the collection of feedback responses.

We have membership management capabilities within our website bbf.uk.com and the data from here is fed into our CRM system using the Microsoft CRM API.

We also use PowerBI to summarise and analyse the data within CRM.

Our organisation operates with a remote-first approach, utilising an entirely cloud-based IT infrastructure. We outsource our IT support to a third-party managed service provider. When necessary, the CRM partner is expected to collaborate with the IT support partner to diagnose and resolve any issues that arise.

Our employees all use Windows based laptops to access CRM and some have Apple iphones from which they may also want to access CRM.

The licenses currently held are:

• Dynamics 365 Sales Enterprise Edition (Education Faculty Pricing) x10

• Power Apps Premium (Education Faculty Pricing) x36

• Power BI Pro (Education Faculty Pricing) x14

• Dataverse Database Capacity add-on (Education Pricing)

• Dataverse Log Capacity add-on (Education Pricing)

• Dynamics 365 Customer Insights Journeys T2 Interacted People (Educational Faculty Pricing)

• Dynamics 365 Customer Insights Attach - (Education Faculty Pricing)