Request for Information for Ticket Management System

Lum Mobile, a self-serve digital only wireless service provider, is a flanker brand of SaskTel that operates entirely through its website and app. It offers comprehensive online support, enabling the elimination of sales commissions, physical stores, and call centres. When required, personalized support is accessible through a ticketing system.

With a growing customer base, we are receiving a higher volume of support requests related to network issues, SIM activations, device compatibility, billing disputes and technical troubleshooting.

This RFI is intended to gather detailed information on potential solutions improve efficiency and customer experience, including automation, priority-based ticketing, CRM integration, scalability, and reporting capabilities. We are particularly interested in systems that support multi-channel communication (SMS, email, live chat), automated follow-ups, and customer self-service options to enhance efficiency and satisfaction.

Participation process:

Qualified Suppliers interested in participating in this opportunity must do so via SaskTel’s e-Sourcing tool with Ariba.

Suppliers not yet registered with SaskTel’s Ariba domain, must first complete the Self Registration process by clicking on the link provided below. Suppliers not registered and approved with SaskTel’s Ariba e-sourcing tool, will not be able to participate in this opportunity.

Note: Suppliers with an active Ariba Commerce Cloud account not previously registered with SaskTel, must ensure they login using their existing Ariba account ID to register with SaskTel as the first step in the registration process.

http://sasktel.supplier.ariba.com/register

For assistance with the registration process, please use the following link:

http://www.sasktel.com/supplierregistration

Registered suppliers must contact SaskTel to request access to the event by one of the following methods:

1) Call the SaskTel Procurement Department at (306) 777-4041

OR

2) E-mail SaskTel at corporateserv.contracts@sasktel.com (Please provide legal company name and names of users (including e-mail) that exist in the Ariba account that specifically need to be invited to this opportunity).