Mission of recovery, maintenance and evolution of the customer relationship management (CRM) tool

Purpose of the contract: Mission of recovery, maintenance and development of the customer relationship management (CRM) tool. This special specification and its annex “Technical requirements” describe the types of services that LETEC wishes to activate for the execution of this contract. These elements make it possible to translate the philosophy of the expected achievements and must allow the bidder to define the most appropriate profiles and methodology to achieve the objectives mentioned. However, part of the services will be provisioned from the perspective of standard profiles to be activated (see inventory document). Their effective activation will be confirmed during contract execution by the contracting authority through the use of the purchase order mechanism. The main services can be described as such: - Methodological support and good practices: o Development of use audit/technical audit, definition of priorities, definition of roadmaps, o Conduct of co-creation workshops, formalization of processes, o Definition of KPIs and configuration of associated tools, o Project management according to the rules of the art, focusing in particular on aspects of planning management, budget management, backlog management, functional and technical documentation. o Sharing of best practices and benchmarks based on experiences with comparable organizations - Resumption of the existing: o Resumption of existing environments, settings, specific developments, integrations and components, o Resumption of functional, technical, maintenance and updating documentation, o Resumption of training, maintenance and updating materials, o Organization and realization of knowledge transfers with the stakeholders concerned o Responsibility for the maintenance and developments of the platform from the end of the transition period - Functional support: o Development or configuration of new f