|Ref||BGG - PPC|
|Expression of Interest closing date||28/08/2021|
Request for Quotation – New Web Site
Placenta Plus are a St Helens based placenta encapsulation specialist and probably the number one provider in the UK. Unlike other providers we genuinely cover the whole of the UK for collection 24/7-365 and are possibly the only company to work from proper laboratories. The business has grown very much from Instagram interaction and celebrity endorsement. The site processes all of our orders, so is effectively an e-commerce site. We have a couple of anomalies to a normal online shop in that the client has to start with a base product to order anything else and also we currently use the shipping feature to calculate our courier cost for the client. Due to the logistical side of our business we have the collections/delivery split between north and south with a very specific division, as we need to provide customers from each area with specific information for the day of the birth. We had a site that had three subdomain shops to achieve this, but due to recent changes this is now just one with the division managed in Mailchimp.
We don’t feel that the current site represents the business and our position as number one. We’d also like to look at handling more of the customer management within the site i.e. a CRM within the site, or for a recommendation of gathering the required data within the site and passing to a very user-friendly CRM. This would cover customer management in so far as their order/status and e-mail marketing. We have also identified that at least 80% of our visitors use their phone to access the site so the site needs to be presented perfectly on that type of device.
Below is a description of the current set-up followed by a set of ideals for a new build.
- Firstly, note that for logistical reasons we operate a north and site laboratory. To enable us to determine which lab receives a given placenta we separate clients into north and south regions via use of a map on the booking enquiry form. This sends this information into Mailchimp which then keeps them labelled by their area to allow area specific e-mails to be sent. The main crucial element to this is the phone number we provide them with, to call on the day of the birth. The reason for this is that each of the numbers calls a different number at our call centre. This triggers them to log into different CitySprint accounts in which there are all the collection hospitals for that area and the default delivery address for that area. This is the easiest and most secure way we have found so far that allows us to maintain this separation.
- Customers arrive at the site and if interested in the service they can complete and enquiry form. If they enter as far as an e-mail, the data is captured and sent through to Mailchimp. At this point they are also making a decision about which area they are in as outlined above.
- After completing and submitting the booking enquiry form, they are sent through to the shop page. In the shop they have to choose certain products as starting/base to enable ordering of other items such as the skin care products. These base items are: pills, gummies and any of the pill or gummies packages. Once they have selected a base product, they can add any other items to the order.
- Currently we present them with a list of hospitals, in the what would be shipping fields area, and they select the one they would attend (even if a home birth). This then generates a shipping cost onto the order. This area is very weak as we can’t currently get text close to this point or alter the field names to make it clear what this if for. There is text on the body of the page, but we do still get asked a lot of questions about this.
- Purchases are handled via WooCommerce with Stripe and Klarna options. A deposit can also be paid, and this is handled by SUMO payments.
- We have recently had to go VAT registered and our original prices are now inclusive of VAT and therefore all prices within the site including the shipping are entered NET of VAT. Special tax codes have been created for relevant items as some items are zero rated, as they are classed as food, and others are not. Packages have very specific codes as they have both Vatable and Zero Vatable items in them.
- Once an order is complete, the client receives payment confirmation e-mails via the website and the information is also passed through to Mailchimp. This purchase triggers a Welcome e-mail dedicated to their area as mentioned above and also enters them into a sequence of follow up e-mails. If they are in Mailchimp and don’t purchase, they receive a series of “no purchase” follow up e-mails unless they do go ahead and purchase at some point.
- From this point onward the remaining actions are completed manually. Within WooCommerce there are only a few statuses that a client can be in and these are fixed by the plugin. Fully paid card orders show as processing. Deposits show as completed and balances as pending. Klarna payments also show as processing and these have to be manually altered to completed in order to trigger payment from Klarna to us.
- We have a status field in Mailchimp to show: Due, Pack dispatched, Placenta Rec’d, Umbilical Rec’d, Remedies Ready, Not home yet, Products sent, Lost Baby. These have to be manually updated and as yet no automation is triggered from any change of status.
- The only addition to this is that we have started to use TextLocal to ask clients if they are home from the hospital when their remedies are ready rather than it being done on an individual’s phone. Ideally this should be automated when the client status is Remedies Ready, with some sort of feedback loop for it.
- We have looked at this in two ways and ideally we’d like to be able to handle more within the website with relation to the client data and interaction, as in an in-built CRM within the site, or gather the required data via the site and pass it all out to and external CRM where the clients are managed there instead.
- As we have to charge each client a courier fee, we could do with a more transparent way of processing an order, possibly in a step way such as: choose base product, choose extras, choose hospital/location. This all then gets added together to create the final price. We’ve said hospital/location as the fee could be based on the client’s postcode for which we would have to provide a list for which fall into which area. Either way, clients would still need to be split into the two areas to receive the correct info for that area. We may also be introducing products that don’t have the need for the courier fee so would need the option to not have this applied for certain products
- In an ideal scenario it would be great if external staff could just access the client info so that when they call in the agent has more info to hand to make the customer experience better.
- From the actual order perspective, it would be great to manage the status from one point where we can see:
- What the person has ordered
- What their payment status is
- Also, where they are at in the actual order state as in;
- Due Pack dispatched
- Placenta Rec’d
- Umbilical Rec’d
- Remedies Ready
- Not home yet
- Products sent
- Lost Baby
- Some trigger based off the due date would useful such as “pack needs sending for xxxxxx” and also maybe within a couple of weeks of due date to remind of a balance payment.
- Also, from Remedies Ready to send a text to ask if the client is home.
- It would also be good to collect any and all client interaction in one place for each client so that any e-mails from that person can be seen there.
- The current e-mail marketing as in Welcome, post purchase follow up, and no purchase follow up would need to be mimicked in some way.
- We have established that the highest proportion of site visitors are on phones so the site would need to be highly optimised or even almost dedicated to that presentation of the site to clients.
- Mobile access to the back-end system would also prove extremely useful.
We expect the project to commence ASAP but no later than 17th September 2021 and to be completed by 31st October 2021
Quotations will be assessed and scored on the following criteria:
Cost – 30%
Understanding of the brief/clarity of quotation – 40%
Demonstrable portfolio – 15%
|4 Excellent||Proposal meets and in some places exceeds the required standard|
|3 Good||Proposal meets required standard|
|2 Acceptable||Proposal meets the required standard in most respects, but is lacking or inconsistent in others|
|1 Poor||Proposal falls short of expected standard|
|0 Unacceptable||Completely or significantly fails to meet required standard or does not provide the relevant answer|
Proposals should clearly demonstrate how they meet the requirement set out above.
Deadline and Submission
Proposals for consideration are required by 5.00pm on 06th September 2021 electronically to:
Business Development Manager
Placenta Plus Central Ltd.
Unit 17 Lea Green Business Park
St Helens WA9 4TR
Date Published 23/08/21
This work is part funded by the European Regional Development Fund.
ERDF Indicative Budget
This work will be part funded though the European Regional Development Fund. The project falls within the *£2,500 – £24,999 bracket and therefore, under current Public Procurement Regulations, there is no formal tender procedure, but a detailed written quotation is required.
(*NB this figure is the ERDF regulations figure. IT IS NOT THE BUDGET FOR THIS PROJECT)
Conditions of Tender
Please be aware that due to the relatively low indicative budget for this work (i.e. less than the current OJEU limits) there is no regulatory obligation for us to provide feedback if you are unsuccessful.
We reserve the right to discontinue this tender process at any time and not award a contract.
You will not be entitled to claim from us any costs or expenses which you may incur in preparing and/or submitting your Tender at any stage of this exercises. This applies whether or not your organisation is successful.