Customer Service and Contact Management System

The City of Tampere is seeking a software-as-a-service (SaaS) solution for a customer service and contact management system. This system will include a user interface for customers, a chat solution, a knowledge base, and a service management system. The procurement also includes system training and documentation. The service management system will manage contacts from various channels, handle workflows and forms, and provide reporting capabilities. The system must enable smooth routing, processing, tracking, reporting, and statistics of contacts coming from different channels. It will be used to handle and report on customer inquiries (e.g., questions, feedback, internal contacts) and to facilitate data-driven decision-making based on the information collected. Additionally, the long-term goal of the procurement is to integrate various service channels into the system. The City of Tampere is implementing a comprehensive model for advice and feedback management, and the system will support the tasks, roles, and processes defined by this model. The planning for the implementation project will begin immediately after the contract is signed, which is expected to occur by November 2025. The supplier must deliver the system for production use within eight (8) months.