UNHCR PSP Thailand is looking for the service and platform to create an effective digital ecosystem to support digital fundraising, donor development and communication programs. UNHCR Thailand’s social media especially LINE Official Accounts (@UNHCRThailand, @UNHCRDonation and @UNHCRFamily) including Facebook, Instagram and TikTok are essential for fundraising in Thailand. To improve donor experience and enhance operational efficiency, we want a customer relationship management (CRM) technology to integrate all channels and plugin required features in one place. We will utilise this service to reach out to donors and prospect donors including responding to enquiries, requests regarding to UNHCR works and donation issues and record bank transfer donation from donors. As LINE application and other social media platform are essential and widely used in Thailand, the CRM service is the solution to manage and engage donors, supporters and prospects from these platforms effectively. The service and platform should be easy to operate, and the access should be fully controlled by UNHCR. Besides, support tasks and maintenance services, the service must be compliance with PDPA and cannot access to the backend especially chat history and donor database. The frame agreement will be signed with the successful bidder for the initial duration of 12-months with potentially extendable for a further period of two times 12-months period, subject to satisfactory performance and budget availability. In total a three-year frame agreement to start tentatively in October 2025. The successful bidder will be requested to maintain their quoted price model for the duration of the contract. Please find attached in Annex A additional information about the services required Terms of Reference (TOR).