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

> This tender closed on 2026-07-14.

- **Reference:** ECIC04P-2026/27
- **Issuer:** [Export Credit Insurance Corporation of South Africa Limited](https://za.bidwunder.com/tenders/issuer/export-credit-insurance-corporation-of-south-africa-limited.md)
- **Region:** National
- **Type:** Request for proposal
- **Published:** 2026-06-12
- **Closing date:** 2026-07-14 13:00 SAST
- **Briefing:** 2026-06-23 13:00 SAST
- **Sectors:** [Finance and insurance](https://za.bidwunder.com/tenders/sector/K.md)

## Summary

#### 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)

## Description

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

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

Conditions: N/A Briefing Venue: https://teams.microsoft.com/meet/36131519155993?p=3TEmpRR4RYBHE5TRFF

## Documents

- ECIC04P-2026\_27 Annexure B Pricing template.docx..docx
- ECIC04P-2026\_27 Annexure C Self evaluation.docx..docx
- ECIC04P-2026\_27 CRM Platform.pdf..pdf

Documents download with a free BidWunder account.

## Published on

- [eTenders.gov.za](https://www.etenders.gov.za)

More open tenders: https://za.bidwunder.com/tenders.md

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> Source: https://za.bidwunder.com/tenders/automation-of-crm-processes-including-support-and-maintenance-for-a-period-of-3-e21abd77