The subject of this procurement is the provision of software via the Internet (Software-as-a-Service / SaaS solution) as a customer care process solution for use in DB Group and other related IT services. In addition to the provision of the software, the service includes the initial configuration as well as the implementation of a business process including the interface connection. Further IT services include, in particular, adaptations of the SaaS solution and support services of the Contractor in the context of the introduction or use of the SaaS solution at the Client's site, e.g. training, developer services, in particular the implementation of the SaaS solution. for connecting peripheral systems and providing support for installation, configuration and data entry.

Context:

DB Fernverkehr AG's current CRM IT landscape consists of various IT systems. The central eLOK system, which currently covers many core functionalities of the CRM specialist domains, is to be replaced as part of a project. The overarching goal of the project is therefore to renew the CRM IT landscape and important associated processes of DB Fernverkehr AG.

The aim of this tender is to procure a solution for the business domain "Customer Care". This means that this tender is explicitly not about the complete replacement of the entire CRM IT landscape, but about a single one of the business domains. The other domains will be dealt with separately in other sub-projects. The integration of possible technical solutions for the customer care domain into a holistic CRM IT architecture is of particular importance, as there are numerous peripheral systems that are used both within the customer care domain and across domains.

Scope of procurement:

The tender is looking for a scalable, future-proof solution that can be used to economically represent the increasing volume of incoming customer care inquiries and to map the customer service experience for travelers in such a way that customer satisfaction can be increased. This includes the provision of an initial setup including configurations, support in the design of specialist processes in the solution in an implementation project led by DB. The solution will be used to further develop the specialist processes under the leadership of DB during the term of the contract and to make use of the contractor's support services from the framework agreement resulting from this tender.

The desired solution is preceded by a contact center solution, which serves as the initial entry point for all contacts (calls, e-mails, etc.). The contact center should carry out an initial routing of the contacts and then forward the contacts as cases to the desired solution. Note: The contact center solution is not the subject of this tender (see also Terms of Reference (Appendix 1 to the Framework Agreement) 4.1 System Context).

Qualitative and functional objectives:

We are looking for a customer care solution that is future-oriented in terms of functionality and optimizes the customer experience. The solution should be flexibly adaptable with regard to the functionalities available in the standard. This should be possible to a large extent through customizing by means of configuration and low-code tools. Process automation should be able to be implemented configuratively and potentially through DB's own resources, preferably without developer skills. Furthermore, system administrators and application management are to be supported on the system side with efficient tools (e.g. monitoring support). In addition, the solution is intended to optimally support operational users (e.g. through intuitive user experience, intelligent user guidance) and help to reduce onboarding efforts and enable employees to be deployed more flexibly. Process optimisation and automation as well as decision-making should be supported by intelligent system functions (e.g. generation of solution proposals for users or dynamic automation of processes and rules) as well as by efficient integration of information from the peripheral systems (knowledge databases, customer data sources, etc.). Corresponding functions should therefore be offered on the system side.

Technical objectives:

With the award, a customer care solution is being sought that allows efficient work without sacrificing performance, even in times of high load. This goes hand in hand with short-term scalability to the load situations. Usability is significantly increased by intelligent user guidance, modern user experience and the integration of many data sources, whose information can be displayed contextually, and thus contributes to a significant increase in the quality of the service offering. Process throughput times are to be minimized through a high degree of automation, e.g. through the integration of a variety of interfaces and automated decisions. The aim is to create a solution that is not only a leader in the market today, but will remain so for years through continuous development and its own expandability. The system to be procured should also be able to use new processes or process adjustments in customer care productively at short notice by means of low-code properties. As an application for a large number of users, an availability of 98.75% during service hours must be guaranteed on production.

Economic objectives:

The aim is to develop a pricing model that supports process automation and the reduction of manual process processing in the system and takes into account the effort required to model and introduce new processes. Manual processing processes in the area of customer care are to be reduced through automation and intelligent system functions and remaining manual processes are to be optimized. The migration-related expenses should be as low as possible in relation to the initial investments to create the current range of functions. The interface connection should be able to be mapped efficiently and pricing models are rewarded in which the data flows to the peripheral systems do not incur any additional costs.