Public procurement notice: Contract Notice
Published: 2019-03-07
Buyer: AS Vinmonopolet
Country: NO
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48445000 | 48600000 | 48610000: Database systems | 48611000: Database software package | 72212445
Submission deadline: 2019-04-05
Award criteria: The most economic tender

Technical requirements: Vinmonopolet would like to obtain tenders for a new SaaS based system to improve our customer service. We currently lack digital systems for customer dialogue and customer relations across channels and organisational units. We would like to implement a new customer service system, CRM, which will, in the first phase, be used in our customer centre. The system will form the basis for a uniform processing of customers and it will ensure that we can provide the best possible service through current and new interaction channels. In the long term, we would also like to use the system with other external relations than customers. The system must also give us an efficient self-service processing of “cases” from external parties.
The contract is for the procurement of a SaaS service, including implementation and rolling out for the stated user groups.
*License price for shop managers and deputies who will set up cases, look at the status of cases and maybe comment on cases for customers in shops (433).
*License price for shop workers who could have a need to set up cases and look at the status of cases for customers in shops (1310).
Documentation requirement for Norwegian tenderers: a tax and VAT certificate from the tax authorities, not older than 6 months from the deadline for requests to participate in the tender contest.
Documentation requirement: for Norwegian tenderers: company registration certificate from the Brønnøysund Registre Centre. For foreign tenderers: certificate for registration in the business register as prescribed in the legislation of the country in which the tenderer is established.
Credit evaluation/rating, not older than 3 months, based on the last known accounting figures. This credit assessment must be a credit rating (including a credit rating, part judgement and historical rating), and it must be carried out by a publicly approved credit institution.
If a tenderer has any valid reasons for not being able to provide the documentation requested by Vinmonopolet, the tenderer may prove their economical and financial standing with any other document that is acceptable to Vinmonopolet. If a tenderer has such valid reasons, he may contact Vinmonopolet in writing in order to clarify which other documentation is acceptable.
Documentation requirement: a description of the tenderer's 3 most relevant deliveries in the last 3 years, including a description of the assignment, scope, dates and recipients (reference customer). We ask that the template in the annex to this document is used, see point 6. Name and contact details of the contact person who can confirm this information must be provided on request.
Documentation requirement: a description of the tenderer's general methods for quality assurance/management system.

Eligibility requirements: *Tax and VAT. Norwegian tenderers must have their tax and VAT payments in order. Documentation requirement for Norwegian tenderers: a tax and VAT certificate from the tax authorities, not older than 6 months from the deadline for requests to participate in the tender contest. *The tenderer's organisational and legal position. The tenderer is required to be a legally established company. Documentation requirement: for Norwegian tenderers: company registration certificate from the Brønnøysund Registre Centre. For foreign tenderers: certificate for registration in the business register as prescribed in the legislation of the country in which the tenderer is established.