Basic Information

Reference Number

0000138108

Issuing Organization

Canadian Red Cross

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

CRC FD 06/18

Title

National Knowledgebase Platform

Source ID

PP.CO.ON.783021.C80233

Details

Location

Canada, All of Canada, All of Canada

Description

CRC is committed to ensuring that clients, beneficiaries, donors, volunteers, and customers have extraordinary experiences when interacting with CRC using a One Red Cross approach:

make it easier for the public to interact with CRC;
leverage technology;
provide consistent standardized levels of customer service and,
strengthen capacity for disaster response

CRC’s Customer Experience and Engagement model is based on using an external call centre to provide
answers/service for simple to complicated inquiries/requests, with more complex issues sent to a team of internal
CX Reps and program Subject Matter Experts (SME).

One of the most important pillars of the Customer Experience and Engagement model is a robust knowledge
management system which enables CRC to create, curate, share, utilize and manage knowledge across all of CRC. This opens the door to improved customer service, greater productivity, increased collaboration, and much less time spent answering the same questions.

Additionally, this will provide:

more consistent service with standardized answers;
more accessible service;
higher resolution rates at first contact;
lower training costs.

The key component is a knowledgebase platform which will function as a self-serve online library of information about a product, service, department, or topic that is used by the customer service team but is visible to everyone. This is required to provide accurate, precise and consistent messaging across all channels to all customers, clients and donors in an easily accessible format.

Dates

Publication

2018/11/29 01:50:54 PM EST

Bid Intent

Not Available

Question Acceptance Deadline

2018/12/13 04:00:00 PM EST

Questions are submitted online

Closing Date

2019/01/03 04:00:00 PM EST

Contact Information

Bill Rostek

613-740-1808

bill.rostek@redcross.ca

Bid Submission Process

Bid Submission Type

Physical Bid Submission

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