RTI Agic Tecnology & Jakala secure €1.17 Million CRM Platform

Standfirst

Italian railway services company Trenord S.r.l. has awarded a €1,177,200 contract for maintenance and new development of its customer relationship management (CRM) platform. The contract was awarded to RTI Agic Tecnology S.r.l. – Jakala S.p.A. S.B. following an open procurement procedure. The project is associated with IT services and will be performed in Milan, Italy. The award notice records two tenders received and identifies quality as an award criterion, with the detailed requirements set out in the tender documentation.

Introduction

Trenord S.r.l., a public undertaking operating in the railway services sector in Italy, has awarded a contract covering maintenance and new development within its CRM platform. The award, published in the Official Journal of the European Union under notice 741442-2026, concerns procurement procedure 638/2025.

The contract has a reported value of €1,177,200. The selected consortium comprises RTI Agic Tecnology S.r.l. and Jakala S.p.A. S.B. The procurement was conducted through an open procedure and attracted two electronically submitted tenders.

The notice identifies Milan as the place of performance and classifies the procurement under CPV code 72000000, covering IT services such as consulting, software development, internet services and support. However, the published award notice does not specify the individual CRM modules, technical upgrades or maintenance service levels included in the contract. Those details should therefore be confirmed through the original procurement documents rather than inferred from the contract title.

Businesses following Italian public-sector and utility-related technology procurement can explore current opportunities through Italytenders's tender listings and review awarded opportunities in its contract awards section.

Why This Contract Matters

The award illustrates continued procurement of specialist IT services by an organisation operating in the railway sector. CRM platforms can support the management of customer-related information and interactions, although the notice does not identify the specific business processes or functions covered by Trenord's system.

The combination of maintenance and new development is significant from a procurement perspective because it brings ongoing system support and further development within the same contractual scope. Maintenance generally concerns keeping an existing system operational, while development can involve changes or enhancements. The exact division of work in this contract is not disclosed in the award notice.

The award also provides a reference point for IT consultancies, software service providers and systems integrators interested in Italian procurement. It shows that a contract with an estimated value of €1.296 million excluding VAT was awarded at a reported tender value of €1.1772 million. These figures provide a basis for understanding the procurement's financial scale, but they do not by themselves establish the technical complexity, staffing requirements or commercial profitability of the engagement.

Contract Timeline

• Procurement reference: Procedure 638/2025.
• Procedure identifier: ea60dd33-2af5-4a0a-9cac-c3db368877b5.
• Contract conclusion: 29 April 2026.
• Notice dispatch: 23 October 2026.
• Publication date: 27 October 2026.
• Official Journal reference: OJ S 208/2026.

The contract conclusion date precedes publication of the award notice by several months. The notice records the award retrospectively and does not provide a detailed implementation schedule, commencement date or completion deadline.

Contract Overview

The procurement concerns maintenance and new development services for Trenord's CRM platform. It was structured as a single lot, identified as LOT-0001, and was conducted under an open procedure. The notice states that the procedure was not accelerated and that no framework agreement or dynamic purchasing system was used.

The procurement falls under Directive 2014/25/EU, the EU framework for procurement by entities operating in the water, energy, transport and postal services sectors. The notice also indicates that the procurement is covered by the Government Procurement Agreement.

The award is therefore relevant to suppliers monitoring IT procurement by European transport-related entities. Nevertheless, the notice does not establish that the contract is part of a broader digital transformation programme, nor does it identify any particular CRM technology, software vendor or integration environment.

Key Contract Details

Project Scope

The published contract title describes two broad work areas: maintenance of the Trenord CRM platform and new development within that platform. The procurement is classified as an IT services contract rather than a supply of standalone hardware or software licences.

Maintenance may involve support for an existing platform, while new development may involve additional functionality or modifications. These are general interpretations of the service categories, not confirmed deliverables for this particular award. The TED notice does not list specific modules, programming languages, hosting arrangements, interfaces, user groups, service-level commitments or individual development tasks.

The award criteria refer bidders to the tender rules, using the Italian wording “Si rimanda al Disciplinare di Gara.” Suppliers seeking to understand the actual technical scope, performance requirements and evaluation methodology should consult the original procurement documentation available through Trenord's buyer profile.

About the Contracting Authority

Trenord S.r.l. is identified in the notice as a public undertaking whose activity is railway services. The company is the contracting entity responsible for the procurement and is also listed as the organisation providing additional information about the procedure.

The notice gives Trenord's registered address as Piazzale Cadorna 14, 20123 Milan, Italy. Its procurement contact email is gare@pec.trenord.it and the telephone number listed is 02 8511 4102.

Suppliers can consult the organisation's buyer profile at Trenord's online procurement portal. The portal is the appropriate starting point for checking the underlying tender documents and any additional information published by the contracting entity.

About the Organisations Involved

The award identifies RTI Agic Tecnology S.r.l. – Jakala S.p.A. S.B. as the winning consortium. The TED notice records the consortium under the official name “RTI Agic Tecnology S.r.l.- Jakala S.p.A. S.B.” and identifies it as a large economic operator.

The notice lists the winner's registration number as 10900521005 and its location as Rome, Italy. It does not provide a detailed allocation of work between the consortium members, identify individual project teams or state how responsibilities for maintenance and development will be divided.

Subcontracting is indicated as applicable, but the notice does not disclose the subcontracting value or percentage. Consequently, the published information does not establish whether subcontractors will undertake a substantial portion of the services or which specialist activities may be subcontracted.

For procurement analysis, the consortium award is relevant because it demonstrates that the contract was awarded to a joint tendering arrangement rather than being listed under a single standalone supplier. Any further assessment of the members' roles would require supporting contract or tender documentation.

Procurement Analysis

The estimated procurement value was €1,296,000 excluding VAT, while the awarded tender value was €1,177,200. The difference is €118,800, meaning the reported award value is approximately 9.17% below the estimated value.

This comparison indicates that the awarded tender was below the estimate. It should not be interpreted as proof of savings against a previous contract, a reduction in the platform's operating costs or a measure of supplier profitability. The notice does not disclose the cost breakdown, contract duration or baseline expenditure needed to make those assessments.

The open procedure attracted two tenders. This confirms that more than one tender was submitted, but the notice does not provide the identities or prices of unsuccessful bidders. It also does not explain whether the number of submissions reflected market capacity, qualification requirements, the technical scope or other factors.

Quality is listed as an award criterion, with the detailed description referring to the tender rules. The published notice does not include the full scoring model, the weighting assigned to quality or a breakdown of technical and commercial scores. It is therefore not possible to determine from the result notice alone how the winning tender compared with the unsuccessful submission.

Additional Procurement Facts

• Single lot: The procurement was organised under LOT-0001.
• Legal framework: Directive 2014/25/EU is listed as the legal basis.
• GPA coverage: The notice confirms coverage by the Government Procurement Agreement.
• Framework agreement: No framework agreement was used.
• Dynamic purchasing system: No dynamic purchasing system was used.
• Renewals: The maximum number of renewals is recorded as zero.
• Tender submissions: Two tenders were received electronically.
• Variant tender: The winning tender was not identified as a variant.
• Subcontracting: Subcontracting is permitted or applicable, but its value and percentage are not known from the notice.
• Review organisation: TAR Lombardia is identified as the review body.

Market and Industry Perspective

CRM maintenance and development contracts can be relevant to a range of IT service providers, including software developers, application maintenance specialists, systems integrators and consulting firms. For suppliers operating in Italy, this award provides a concrete example of a technology services procurement issued by an entity in the railway sector.

The combination of existing-platform maintenance and new development can require providers to balance service continuity with the delivery of changes. However, the notice does not specify the platform architecture, the technologies involved or whether the work includes cloud migration, data analytics, artificial intelligence or passenger-facing digital services. Such capabilities should not be assumed to be part of the contract without further documentation.

The participation of two bidders also provides a limited indication of competition in this individual procedure. It is not sufficient evidence to draw wider conclusions about competition across Italy's IT procurement market. Broader market conclusions would require comparison with other awards, tender participation levels and procurement values.

Economic Significance

The contract has a reported value of €1.1772 million and concerns IT services to be performed in Milan. It represents a public procurement opportunity for the winning consortium and a commitment by Trenord to obtain maintenance and development services for its CRM platform.

The contract may create work for IT professionals and service delivery teams, but the notice does not provide employment figures, staffing levels, local expenditure estimates or expected productivity gains. It also does not quantify any anticipated improvement in customer service or railway operations.

The financial comparison between the estimate and award value offers a straightforward measure of the procurement's scale. The awarded value is €118,800 below the estimated amount excluding VAT. Beyond this comparison, claims about economic returns or operational benefits would require evidence from the contract documents or subsequent performance reporting.

Future Procurement Opportunities

The award may be useful to suppliers monitoring future IT services requirements from Trenord and other transport-sector organisations. Maintenance and development contracts can be followed by further procurements when systems require additional support, upgrades or separate services. However, the award notice does not announce a follow-on contract or confirm any future procurement schedule.

Suppliers should monitor Trenord's procurement portal for new notices, amendments and supporting documentation. Businesses tracking Italian IT opportunities can also search current tenders on Italytenders and review comparable contract awards.

Any future opportunity should be assessed against its published eligibility criteria, technical specifications, timetable and evaluation methodology. This award alone does not establish that Trenord will repeat the same procurement model or that the existing contract will be renewed.

Opportunities for Suppliers

IT service providers interested in similar contracts can use this award to identify areas for preparation:

• Application maintenance: Document experience in supporting existing business applications and meeting defined service requirements.
• Software development: Prepare evidence of relevant development projects, change management processes and technical delivery capabilities.
• Quality submissions: Review the evaluation criteria carefully and address each requirement with clear, verifiable evidence.
• Consortium participation: Consider whether joint tendering can combine complementary capabilities where the procurement rules permit it.
• Subcontracting arrangements: Identify potential specialist partners and confirm the applicable disclosure and compliance requirements in each tender.
• Commercial planning: Evaluate the complete scope, contract period, resource commitments and risk allocation before setting a tender price.

These are general preparation points for comparable IT services tenders, not confirmation of specific eligibility conditions for the Trenord contract. The award notice refers to the tender rules for detailed criteria.

What Businesses Should Watch

Businesses following this award should focus on the original tender documents and any contract information released by Trenord. The award notice confirms the broad service category, financial value, winning consortium and procedure details, but leaves several technical and commercial questions unanswered.

• Detailed scope: Check which CRM maintenance and development activities were included.
• Evaluation model: Consult the tender rules for quality criteria, scoring weights and any price-related assessment.
• Contract duration: Verify the service period and milestones in the underlying documents, as these are not specified in the award notice.
• Delivery responsibilities: Establish how responsibilities are divided between consortium members and any subcontractors.
• Future notices: Monitor the buyer profile for related IT services requirements or new procurement announcements.

These checks will help suppliers avoid treating a short award notice as a complete technical specification or assuming that future contracts will have identical requirements.

Italytenders Procurement Intelligence

From a procurement intelligence perspective, the Trenord award offers several verifiable data points: a €1.1772 million awarded tender, an estimate of €1.296 million excluding VAT, two tenders received, a quality-based award criterion and a consortium winner. Together, these facts provide a starting point for comparing IT services procurement in the Italian transport sector.

The award value is approximately 9.17% below the estimate, while the limited participation figure shows that two submissions were received for this procedure. Neither figure should be generalised into a wider market trend without comparable procurement records.

For suppliers, the most useful next step is to combine award data with the original tender specifications and comparable notices. That approach can help identify recurring service categories, buyer requirements and potential competitors without relying on unsupported assumptions about the technical solution.

Businesses can use Italytenders's tender search to identify relevant procurement opportunities and contract award records to examine published outcomes. Users can register or log in to access the platform's available services. For assistance, visit the contact page.

Supplier Takeaways

• Trenord awarded a CRM platform maintenance and development contract worth €1,177,200.
• The selected consortium is RTI Agic Tecnology S.r.l. – Jakala S.p.A. S.B.
• The procurement was conducted through an open procedure and received two electronic tenders.
• The estimated value excluding VAT was €1,296,000, which is €118,800 above the reported award value.
• Quality was identified as an award criterion, with details referred to the tender rules.
• The contract's place of performance is Milan, Italy.
• The notice does not provide a detailed technical specification, contract duration or implementation schedule.
• Suppliers should consult Trenord's procurement portal for the original tender documentation and any further information.

Key Takeaways

• Buyer: Trenord S.r.l., a public undertaking operating in railway services.
• Contract: Maintenance and new development within the Trenord CRM platform.
• Award value: €1,177,200.
• Estimated value: €1,296,000 excluding VAT.
• Winner: RTI Agic Tecnology S.r.l. – Jakala S.p.A. S.B.
• Competition: Two tenders received.
• Procedure: Open procedure under Directive 2014/25/EU.
• Publication: 27 October 2026, OJ S 208/2026.

Conclusion

Trenord's award of a €1.1772 million contract for CRM platform maintenance and new development is a notable IT services procurement in Italy's railway sector. The contract was awarded to RTI Agic Tecnology S.r.l. – Jakala S.p.A. S.B. after an open procedure that attracted two tenders. Its reported value is below the estimated procurement value, and the notice identifies quality as an award criterion.

The published result establishes the main commercial and procedural facts but does not disclose the detailed technical scope, service period or evaluation scores. Suppliers and market analysts should consult the original tender documentation before drawing conclusions about the specific technologies, delivery requirements or future opportunities associated with the contract.

Source

Official TED contract award notice: 741442-2026 – Maintenance and new development within the Trenord CRM platform, published in the Official Journal of the European Union, OJ S 208/2026, on 27 October 2026.

Contracting authority procurement portal: Trenord online procurement portal.