Information de base

Numéro de référence

0000138108

Organisation émettrice

Canadian Red Cross

Type d’appel d’offres

DDP - Demande de proposition (Formel)

Numéro d’appel d’offres

CRC FD 06/18

Titre

National Knowledgebase Platform

Code d’identité d’origine

PP.CO.ON.783021.C80233

Détails

Emplacement

Canada, Tout le Canada, Tout le 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.

Afficher davantage

Dates

Publication

2018-11-29 13h50:54 HNE

Intention de soumissionner

Non disponible

Échéance de la réception des questions

2018-12-13 16h00:00 HNE

Questions sont soumises en ligne

Non

Date de fermeture

2019-01-03 16h00:00 HNE

Information du contact

Bill Rostek

613-740-1808

bill.rostek@redcross.ca

Processus de soumission

Type de soumission

Soumission physique

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