Belgium - Information technology services, consulting, software development, internet and support

Description

As part of Christian Mutuality's strategic development, we want to increase the accessibility of our digital services in order to offer an excellent level of service to our members. The member service, supported by an Omnichannel solution, will be simple, efficient and will integrate the digital solutions developed by Christian Mutuality. This will reinforce our mission: to make health accessible to everyone by offering a personalized service to our members.Through this public procurement, we want to implement a solution: - Offering an open environment that will allow the integration of different contact channels in a gradual way (Telephony, Video, Chat, Mail, Web, App, Social Networks, ...);- Offering a simple integration with other existing channels;- Simple, intuitive and user-friendly for both our members and our agents (for all channels);- Flexible and ready for future challenges related to an Omnichannel and Digital offer;- Offering a proactive monitoring of the activities and the workforce;- Which offers a complete view (360°) of the member and his interactions with Christian Mutuality in order to help him in a correct and appropriate way;- Financially accessible. This public contract therefore covers the following different activities: - The delivery of a SAAS tool allowing Christian Mutuality to set up an Omnichannel Service Center- The implementation of the tool in the organization in a phased and gradual manner (including training and empowerment of the team that will manage the platform)- The support and evolutionary maintenance of the tool in collaboration with the Christian Mutuality team
As part of the strategic development of Christian Mutuality, we wish to increase the accessibility of our digital services in order to offer an excellent level of service to our members. The member service, supported by an Omnichannel solution, will be simple, efficient and will integrate the digital solutions developed by Christian Mutuality. This will reinforce our mission: to make health accessible to everyone by offering a personalized service to our members.Through this public procurement, we want to implement a solution: - Offering an open environment that will allow the integration of different contact channels in a gradual way (Telephony, Video, Chat, Mail, Web, App, Social Networks, ...);- Offering a simple integration with other existing channels;- Simple, intuitive and user-friendly for both our members and our agents (for all channels);- Flexible and ready for future challenges related to an Omnichannel and Digital offer;- Offering a proactive monitoring of the activities and the workforce;- Which offers a complete view (360°) of the member and his interactions with Christian Mutuality in order to help him in a correct and appropriate way;- Financially accessible. This public contract therefore covers the following different activities: - The delivery of a SAAS tool allowing Christian Mutuality to set up an Omnichannel Service Center- The implementation of the tool in the organization in a phased and gradual manner (including training and empowerment of the team that will manage the platform)- The support and evolutionary maintenance of the tool in collaboration with the Christian Mutuality team

Opportunity closing date

03 November 2022

Value of contract

to be confirmed