National Trust commissions CRM system
The European conservation charity, the National Trust, has awarded a multi-million pound contract to Cap Gemini Ernst & Young (CGEY) to design, build, and implement its new customer relationship management (CRM) system, which will aim to improve services offered to the organisation's three million members.
The system will allow the National Trust to understand its supporters' changing needs and preferences, and to match and personalise its services to each individual's needs. Another motivation behind the new system is the harmonisation of the many services the trust currently offers to the public.
CGEY will also manage the new system for the National Trust, including applications software and the IT infrastructure that supports it, for an initial period of seven years. The system is scheduled for completion during the first quarter of 2004.
"The continued expansion of our membership now makes it essential for us to apply state-of-the-art CRM techniques," explained Anne Dixon, director of customer services for the National Trust.
During the project's development and implementation, CGEY will be working alongside a number of its strategic partners, including Oracle, Sun, HP Compaq, and Vertex.
"I am naturally delighted to have won the contract, particularly as it brings into play so many of our core capabilities, including strategic consultancy, change management, technology integration, data migration, IT outsourcing, and CRM," said CGEY UK's vice president, Kieron Brennan.