Customer Relationship Management System (Renewal)
West Lothian CouncilEstimated Value
Up to £572,744
Deadline
Not specified
Published
7 September 2026
Type
services
Overview
West Lothian Council intends to enter into a contract with Verint Systems UK Limited for the continued provision of support, maintenance, development and associated cloud services for the Council's existing Verint Customer Relationship Management (CRM) platform. The proposed contract will provide ongoing supplier support, system maintenance, cloud hosting, upgrades, security updates and development services for a period of five years, ensuring the continued availability, resilience and security of the platform and supporting the Council's digital transformation objectives.
The procurement relates to the continued provision of West Lothian Council's existing Verint cloud-based Customer Relationship Management (CRM) platform and associated support, maintenance, upgrade and development services. The Council has utilised the Verint CRM platform since 2008, with the solution transitioning to Verint's cloud-hosted Software-as-a-Service (SaaS) model in 2021. The platform is a business-critical system that supports customer contact management, case management, service request processing, workflow automation, online forms and digital self-service across multiple Council services.
Contact & helpdesk
The Verint CRM solution is a business-critical corporate system supporting customer contact management, case management, workflow automation, digital self-service and service request handling across multiple Council services.
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West Lothian Council is renewing a five‑year contract with Verint Systems UK Ltd to keep its existing cloud‑based CRM platform running, including support, maintenance, upgrades and development.
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Award Details
Verint
£572,744
Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
The Wise Group
1 contract wonlatest 22 Jul 2026
The Wise Group is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
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Buyer Profile
West Lothian CouncilKey Dates
Published
7 September 2026
Submission deadline
Not specified
Notice type
award
Source
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