Germany – Administrative development project services – Customer Service Support

Opportunity description

Important strategic projects are tying up a considerable amount of our internal resources, making support from external service providers necessary. One consequence of the far-reaching transformation projects is that incoming customer requests can no longer be processed as promptly as usual, while backlogs have formed and continue to build up. To ensure stable service quality during our transformation process, we are therefore looking for one or more external service providers to support us in customer service under a framework agreement. Our objectives for this support are: - Create capacity for project-related activities (testing, configuration, workshops) through the service provider in order to ensure the transformation process. - Ensure the quality of software implementations and transformation projects. - Reduce work queues and backlogs. - Skilled personnel to support project work with test execution, process definition and configuration input for transformation projects such as the introduction of b4us, expansion of CRM and, where applicable, the introduction of VoiceBot, an omnichannel platform, and a new customer portal. - Reduction of operational backlogs The service provider will take over defined standard processes and backlog processing in the front and back office, billing and market communication, so that service levels and customer satisfaction remain stable during the project phase. Five full-time equivalents (FTEs), with a maximum of 30, are desired. A phased ramp-up plan from 01.03.26 to no later than 01.05.26 is desired. For project implementation, it is intended that, after a short induction period (expected to be a few days on site), the assigned specialists will work predominantly remotely. Please note that the necessary workstations must be provided either at the service provider’s own business premises or in the home offices of the assigned employees. Procedure: restricted. Estimated value: 2,500,000 EUR. Review the original TED notice for the complete requirement, lots, amendments and attachments.