Introduction of Microsoft Dynamics 365 - CRM / Customer Service / Sales / Copilot integration

Summary

The tender concerns the introduction and implementation of an integrated CRM platform based on Microsoft Dynamics 365 for Stadtwerke Emden GmbH. The solution must cover customer service and sales processes end to end, connect to the billing system, and include a data/analytics layer for reporting, KPIs and data quality. The procurement is limited to Microsoft Dynamics 365 because other vendors’ products are technically incompatible with the existing Microsoft 365 environment. The contract is for services and is being conducted as a negotiated procedure with a call for competition. The first phase is preferably to be completed in Q1/2027, but the timetable is not yet binding. To participate, the bidder must provide registration details, at least one comparable completed reference from the last five years, turnover figures for 2023–2025, and a self-declaration of financial and economic capacity. The bidder must also meet the exclusion grounds and submit the required forms and evidence in the tender documents.