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    ContractsCustomer Engagement and Relationship Management System for Great Britain Railways
    Open tender

    Customer Engagement and Relationship Management System for Great Britain Railways

    DFTO is seeking a Customer Engagement and Relationship Management solution to deliver consistent, personalised customer experiences across Great Britain Railways' digital channels and customer service operations.

    🇬🇧United Kingdom· LondonPublished 22 Oct 2026· 1 week agoviaFind a Tender

    Decision brief

    4 fields
    • Contract value
      Not disclosed
      Source did not declare a figure
    • Closing date
      Rolling
      No closing date published
    • Sector
      IT & Software
      Browse related listings
    • Location
      🇬🇧United Kingdom
      London

    Lifecycle

    Open

    Open tender — no closing date published. Opened 1 week ago.

    22 October 2026
    Open tender · no closing date published

    Brief

    DFT Operator Limited (DFTO) is conducting preliminary market engagement to develop a procurement strategy for a Customer Engagement and Relationship Management (CERM) solution. This solution will enable a consistent, coordinated and personalised customer experience across Great Britain Railways. Key Capability Areas: 1. Customer Engagement & Marketing Communications - Design and deliver coordinated engagement and marketing across digital channels throughout the customer lifecycle 2. Service & Journey Communications - Provide timely, relevant service, journey and disruption information before, during and after travel across digital channels 3. Customer Support & Case Management - Manage enquiries, complaints and support interactions consistently across all customer service channels 4. Customer Data Activation & Personalisation - Segment and activate customer data to enable personalised engagement and experiences 5. Foundation Customer Data Services - Maintain a unified, trusted view of customer identity, profiles, consent and preferences across services and the wider ecosystem DFTO seeks to understand: which Commercial Off-The-Shelf (COTS) SaaS solutions cover these requirements (individually or collectively), systems integration approaches to ensure seamless customer and staff experiences, and indicative pricing. This information will support the development of procurement methodology and business case. DFTO is considering suitable framework agreements as a potential route to market.

    Track record

    1 award · 1 winner
    Thin record

    Only 1 prior award here — too little to read.

    In it software, DFT OPERATOR LIMITED has awarded 1 contract to 1 supplier.

    Who wins here
    1. INFOSHARE+ LIMITED1× · 100%

    Across it software, the most active winners are SOFTCAT PLC, PHOENIX SOFTWARE LTD, CIVICA UK LIMITED — the field to beat, or your route in as a partner.

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    Take action
    View tender on sourceFind a Tender

    Full notice and submission process on the publisher's site

    Publisher
    UK Cabinet Office
    Licence
    OGL v3.0
    Source
    find-tender.service.gov.uk
    Record ID
    ocds-h6vhtk-078e07

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    Buyer
    DFT OPERATOR LIMITED
    Sector
    IT & Software