As a 100% subsidiary of Swiss Post, PostAuto today is the number one at regional public transportation, supervising a network of routes of more than 10.000 kilometers and carrying 115 million passengers per year.
The project
The heterogeneous business environment of PostAuto in a just as heterogeneous IT setting and process environment including diverse and partially independent distribution enterprises and service companies limits the possibilities for stringent and consequent customer management. A comprehensive and least-cost CRM system should be defined and realized to ensure professional passenger management as well as product development and product marketing.
Objectives and results:
- CRM Tender
- Definition of functional and technical requirements concerning the future CRM-system
- Elaboration of the tender documents
- Support for the tender management and evaluation of the incoming offers
- Evaluation of the providers’ proposal presentations and advice to selection of the suitable provider
- Detailed tender documents
- Evaluation matrix for the providers
- Selection of the suitable CRM provider
- Transparency in existing processes and functional requirements
- Optimal provider at equilibrium of requirements and cost was found
- Immediate transition into the implementation process and quick introduction of the CRM system was made possible