Queensland Museum Network invites tenders for CRM, POS system

QMN wants a centralised CRM system for its five sites

Queensland Museum Network (QMN) has issued an invitation to offer for the provision of a customer relationship management (CRM) and Point of Sale (POS) solution.

According to tender documents, companies who want to make an invitation to offer need to attend a mandatory industry briefing at the Queensland Museum in Brisbane on 9 April 2014.

The objective of the tender is to replace QMN’s current CRM and POS solutions with an integrated offering which meets its needs.

This is because the museum operates five sites across Queensland including the Queensland Museum & Sciencentre and QM Annexe Education Loans Service in Brisbane, The Workshops Rail Museum in Ipswich, the Cobb & Co Museum in Toowoomba and a Museum of Tropical Queensland in Townsville.

“In the current CRM state there is no central process. Each campus and business unit within the QMB maintains their own repositories of customer information, predominately in the form of Microsoft Excel spread sheets and Microsoft Access databases,” read the tender documents.

In addition, due to the distributed nature of the CRM process across five sites, it is difficult for staff to ensure that data fields are collected accurately and that, once collected, data records are kept up-to-date.

“The current system provides limited and spasmodic tracking of customer activity and correspondence. It does not allow for categorisation of customer records to enable effective statistical analysis and data mining,” read the documents.

Turning to the POS requirements, there are currently six different POS systems operating across the QMN.

According to tender documents, summary data is currently extracted from each POS at key points in time and then manually keyed into a central finance system called FinanceOne.

“The manual nature of this process results in a limited data set with frequent data entry errors in FinanceOne,” read the documents.

The invitation to offer closes on 29 April.

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