Customer Relationship Management System

The vendor is required to provide customer relationship management (CRM) System developers that have demonstrated success in working with other jurisdictions by developing a solution providing a centralized hub, allowing support teams to organize incoming customer messages, provide assistance, and exchange information at a single point of contact.
- Information regarding the following:
•    A system that will allow customers to enter tickets through multiple channels (web form, phone, chat, email, social media).
•    Workflow management: a solution that enables incoming tickets to be distributed through preset business workflows and allow for customized routing of each ticket to department support areas, based on customer input. 
•    This routing process must be automated, configurable by department and include the option for manual reassignments of tickets needing to be redirected as well as the creation of new tickets internally by department staff.
•    A system that would allow department to create and import information to serve as a knowledge base that can be used for the creation of predefined and automated responses to customer issues and inquiries. 
•    There is particular interest in the inclusion of process and procedural manuals that could be used to handle more complex questions.
•    Automated responses that include either ai analysis directly tied to a set data source (knowledge base), canned responses to handle most common questions, or a combination of both. 
•    Department is looking to find a solution that will allow the sending of automated responses from a pool of common answers, dependent on customers’ category and subcategory.
•    The ability to identify and filter out spam.
•    Interconnectivity options to allow sharing of information within other department business systems and data sources. 
•    Ability for an agent to look up a customer and see the types of interactions the customer has had and notes from the interactions.
•    Ability to track interactions from multiple channels and department information systems, such as CXONE (call center platform), cars (department business system), emails, phone calls, etc.
•    Multiple view options and dashboards that can be customized depending on the internal business workgroup.
•    Options to respond to multiple customers at once regarding similar issues. 
•    Multiple, configurable, reporting options. 
•    These reports should include all customer interactions as well as internal staffing tracking of tickets handled.
•    A system that allows department the ability to set up, configure, and make changes to the system configuration, users, and overall workflow.
•    Estimates of resources, time, and effort required to implement a robust, capable solution.

- Questions/Inquires Deadline: September 08, 2025