Serviceportal/Digitale Kundenverwaltung, V0470/2026

The contract begins immediately after the contract award. The initial contract duration is 48 calendar months from the contract award. There are two extension options, each for an additional 18 calendar months, which automatically take effect unless the client provides written notice at least 3 months prior to the end of the current term that an extension is not desired. After the maximum possible contract term expires, the contract ends automatically.

Key milestones and phases include:

• Joint creation of a binding project and implementation plan after contract award, which encompasses system provision, configuration, interface connection, data migration, test phase, training, and go-live.
• Provision of the complete and fully functional service portal or digital customer administration within the timeframe agreed upon in the project plan.
• Formal acceptance of the overall service, including a 30-day functional testing period by the client after provision of the work.
• Training sessions for the client's employees related to the commissioning of the service portal, to be conducted on three different dates within the first 12 months following the acceptance of the services.

The core scope of work for this tender involves the complete and professional procurement, delivery, operational provision, and setup of a software system to operate a service portal or digital customer administration for BREPARK GmbH. This includes:

• System Provision and Customization: Providing, installing, and customizing the software system to meet the client's specific needs. If it's a Cloud or SaaS solution, this entails proper provision and configuration of the software environment.
• Integration: Integrating the new system with existing systems, including the development of an integrative interface to SAP Business by Design.
• Data Management: Planning, implementing, and executing necessary data migration, as well as establishing required interfaces.
• Operational Readiness and Support: Ensuring the system's commissioning, operational readiness, and providing ongoing maintenance, support services, troubleshooting, and updates.
• Training: Offering user training for various user groups and administration training for system administrators, complete with training materials, at the client's location.
• Success Responsibility: The contractor is responsible for the success of the agreed-upon services and ensuring the professional operation of the service portal/digital customer administration.
• Rights Granting: Granting the client full rights to the agreed services upon delivery or operational readiness, including the necessary software for its intended use.

The client's objective is to digitalize and optimize customer administration and related business processes through this central service portal, which will serve as a platform for managing customers and contracts. All mandatory A-criteria outlined in the service description must be fully met, as non-compliance will lead to exclusion from the tender process. Additionally, the tender allows for the fulfillment of B-criteria, which are valued during the evaluation phase. The contract duration is 48 calendar months, with two optional extensions of 18 calendar months each.