How to win: Customer Engagement and Relationship Management

About this contract

DFT Operator Limited (DFTO) is undertaking preliminary market engagement to help inform the procurement strategy, contract scope and specification for a Customer Engagement and Relationship Management (CERM) Solution that will provide the shared capability needed to deliver a consistent, coordinated and personalised customer experience across GBR. Emerging Scope The proposed CERM solution encompasses the following key capability areas: 1. Customer Engagement & Marketing Communications Design, manage and deliver coordinated customer engagement and marketing communications across digital channels and customer lifecycle stages. 2. Service & Journey Communications Deliver timely, relevant rail service, journey and disruption-related communications before, during and after travel, across digital channels. 3. Customer Support & Case Management Manage customer enquiries, complaints, support interactions and case resolution consistently across customer service channels. 4. Customer Data Activation & Personalisation Consume, segment and activate customer data to support personalised engagement, communications and customer experiences. 5. Foundation Customer Data Services Maintain, manage an

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — DFT OPERATOR LIMITED scores each response, so map your evidence to the published criteria and weightings.
• ✓Lead with evidenced capability and social value — for services work these usually outweigh price.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: it closes 17 November 2026 and a strong bid takes iteration.

BidWriter drafts your responses from your company profile, scores them against the marking scheme, and tracks your whole pipeline. Free to start — no card needed.

Related resources

Similar contracts