Operation of the PVCRM Environment

Service description for the operation of the PVCRM environment: The objective of this tender is to find a qualified external partner who will efficiently and effectively operate and further develop the ÖBB-Personenverkehr CRM (PVCRM) environment in order to continuously improve customer satisfaction and the quality of ÖBB customer data. Application operations management includes the comprehensive administration and operation of the PVCRM systems. This includes the following technologies and tasks: Dynamics 365: Administration and operation of the CRM platform, including ensuring the availability and performance of the application. Performing regular maintenance and updates to ensure system stability and security. Customer Insights (Data & Journey): Analysis and management of customer data to gain valuable insights into customer behavior. Implementation and management of customer journey processes to create personalized customer experiences. Synapse: Provision of analysis services for processing and analyzing large amounts of data. Ensuring data integrity and security throughout the analysis process. Power APP: Development and management of custom apps to support specific business requirements. Integration of the apps into the existing PVCRM environment to ensure seamless workflows. Power BI: Data visualization and analysis to create meaningful reports and dashboards. Support for users in interpreting data and making informed decisions. Azure Platform: Provision of cloud computing services to support the PVCRM environment. Management of the infrastructure, including scaling and monitoring of cloud resources. Monitoring: Monitoring of systems for early detection and resolution of faults. Implementation of alerting mechanisms to ensure timely fault clearance. In addition to application operations management, the scope of services also includes the further development (customizing) of the aforementioned technologies. This includes adaptations and extensions, including custom development connected to Dynamics/Power Platform. All further developments must be seamlessly integrated into operations management and, if necessary, the takeover of third-party code must also be ensured. Further development (customizing): The external partner ensures that adaptations and extensions are continuously carried out in the aforementioned technologies. This includes: Custom development: Development of tailor-made solutions in connection with Dynamics/Power Platform. Transfer of further developments into operations management: Ensuring that all further developments are seamlessly integrated into ongoing operations. Takeover of third-party code: Review and integration of third-party code into the existing environment. Support and fault clearance service: The external partner provides a fault clearance service with 24/7 availability, including holidays, and ensures continuous monitoring and timely resolution of faults. The PVCRM environment comprises several important areas that work together to provide an efficient and effective customer relationship management platform. Here is a detailed description consisting of, among other things, the following sub-areas. Customer Service – Dynamics 365: This area focuses on managing and improving customer interactions. It includes functions such as ticketing systems, customer inquiries and complaints, and the provision of support services. Marketing Automation - Customer Insights Journeys: This involves the automation of marketing processes to create and execute targeted campaigns. This includes customer segmentation, sending personalized emails, and analyzing campaign results. Bonus...