Automation of CRM processes including support and maintenance for a period of 3 yearsClosed

Overview

Procurement of a modern AI-ready CRM system (SaaS) with 36 months of post-Phase One support and maintenance, delivered in phased MVP by March 2027. The bidder should have CRM implementation experience and be an approved OEM partner, with capability to integrate leads, case management, and marketing functions, plus API and data security compliance. Non-compulsory briefing on 23 June 2026; closing 14 July 2026; questions due 30 June 2026. Pricing is to be provided using the Annexure B template.

Requirements

• Prequalification: provide proof of OEM CRM implementation partnership (certificate/letter or portal listing) valid at submission (Phase One).
• Deployment: SaaS CRM with MVP by 31 March 2027; Phase Two+ onward via time-and-materials.
• Functional scope (Phase One MVP): leads management, case/complaints management, basic marketing, limited self-service; multi-channel complaint logging; digitisation of forms; e-signature; document management; audit trails; SLA alerts; notifications; pipeline and opportunities; reporting.
• Security/compliance across all phases: SSO, MFA, CAPTCHA, data encryption, DR, daily backups, audit logs, SoD, POPIA/GDPR compliance, cyber liability, and secure attachments.
• Training, change management, testing, hyper-care, and post-go-live support with defined SLAs; migration of existing contacts (≈4k) may be advised.
• Documentation and governance: SOW, project plans, architecture diagrams; annual ISAE/SOC 2 reports.
• Evaluation: multi-phase process (pre-qualification, technical, functional, demo, preference, objective criteria) with minimum scores required at each stage (detailed in the RFP and Annexure C).
• Vendor team: must provide CVs for key roles (PM, Architect, Developers, BA, Tester, Trainer) and demonstrate capacity to cover all required roles.

How to Apply

• Submit by email in PDF to procurement@ecic.co.za on or before 14 July 2026 at 11:00; if >20 MB, split into multiple emails; USB submission encouraged; hand-delivery option available (address in documents).
• Questions due by 30 June 2026; consolidated answers published by 03 July 2026 (via ECIC website).
• Required documents: Standard Bidding Documents (SBD 1, 4, 6.1); Annexure B pricing (Annexure B: Pricing template.docx); Annexure C Self Evaluation (Annexure C: Self evaluation.docx).
• Pricing: use Annexure B; include Phase 1 licenses (up to 25 users) and future license/implementation costs; include IP and security costs outside subscription where applicable.
• Delivery: remote implementation preferred; occasional on-site at ECIC Centurion office if needed (address in documents).
• Note: must be an OEM-approved partner; partner proof required with submission. (ECIC04P-2026/27)