Request For Information: Customer Management And Customer Service System For Use By Helsingin Asumisoikes Oy

This Document Is Not A Procurement Announcement Or A Request For Tenders, But A Market Survey In Accordance With Section 65 Of The Procurement Act, Which The Procurement Unit Will Carry Out As Described In This Request For Information. The Purpose Of This Request For Information Is To Clarify Questions Related To The Procurement According To The Title. The Goal Of The Request For Information Is To Obtain Comprehensive Information About The Object Of The Acquisition To Support The Preparation Of The Acquisition, So That A Possible Tender Can Be Carried Out As Expediently As Possible. The Procurement Unit Does Not Undertake To Carry Out The Procurement. Decisions On Starting A Possible Procurement Process Are Made After A Market Survey.Summary Of The Preliminary Description Of The Procurement The Object Of The Procurement Is A New Customer Relationship Management And Customer Service System For Use By Helsingin Asumisoikes Oy. The Purpose Of The System Is To Support And Enhance Hasos Overall Customer Management Process, From Sales And Rental To Customer Service During Occupancy, As Well As Handling Service Requests, Contacts And Partner Network Tasks. The New Solution Aims For A More Transparent, Measurable And Efficient Operating Model Than The Current One, As Well As The Replacement Of The Current Service Request Processing System. The Procured System Must Serve Hasos Internal Users, Residents, Applicants, Right-Of-Occupancy Holders And External Service Partners. With The Help Of The System, Issues Related To Customer Service, Housing, Sales, Defect Reports, Complaints, Space Reservations, Alterations, Invoicing And Partner Actions Are Handled, Among Other Things. The System Must Support The Routing Of Service Requests In Hasos Service Structure Based On The Type, Content And Urgency Of The Request. The Goal Of The Procurement Is To Provide An Easy-To-Use, Cost-Effective And Scalable Solution That Supports Multi-Channel Business, Customer Service And Sales Work, Process Automation, Utilization Of Artificial Intelligence And Management With Information. The Solution Must Enable The Management Of Customer And Service Data, The Necessary Integrations With Other Systems, The Management Of Access Rights For Different User Groups, And Secure Processing Of Personal Data. The Initial Description Of The Procurement Object Is In Appendix 1 Project Description, Haso Customer Service System Definition.