Expression of Interest for Business Support System Transformation

This document is an Expression of Interest (EoI) issued by Safaricom for the multi-year transformation of its Customer Management systems, encompassing various domains such as CRM, IP Contact Centre, Loyalty & Marketing, and Partner & Ecosystem. The EoI aims to gather structured input on platforms, architectures, delivery approaches, and operating models that can address both functional and non-functional needs at a national scale. It is a non-commercial and non-binding request, with responses intended to inform a subsequent Request for Proposal (RFP) and targeted evaluations. The document outlines specific instructions for respondents, including the scope of responses, preferred evidence types, and confidentiality requirements. Additionally, it details business and functional requirements across multiple areas such as sales, marketing, customer service, onboarding, and analytics, among others. The document also includes sections on technical and architecture requirements, security and compliance, financial considerations, and evaluation criteria.