Microsoft Dynamics 365 Customer Relationship Management System

The Vendor is required to provide customer relationship management (CRM) application is OneView, a partner solution that is built on top of the Microsoft dynamics platform.
- The application has integrations with downstream City applications.
- The City is seeking a Microsoft Solution Partner (the “SP”) to assist with design, planning, configuration, integration, implementation, and post implementation support of a CRM Solution.
- CRM Project include:
•    Stand up the city’s instance of the CRM based on d365 (customer service) including lower environments as needed (for example a development environment, testing environment and a training environment) each implemented in a city hosted environment,
•    Migrate three service areas to CRM solution implementing out of the box configurations
•    Migrate current intake channels (including in-person, telephone, web) to CRM solution,
•    Migrate contacts to d365 customer service,
•    Migrate knowledge base to d365 customer service,
•    Migrate request history to CRM solution,
•    Consult and support integration builds using MS tools and services so that CRM solution has equivalent functionality to the integrations that are part of the city’s existing CRM application, and
•    Migrate current software application integrations including Mitel, Outlook, and ArcGIS/Esri, AMANDA, and CRM web portal.
- Provide design, planning, configuration, integration, and post implementation support services including:
•    Methodology and project management,
•    Change management and transformation,
•    Design and requirements validation,
•    Testing,
•    Integrations,
•    Deployment,
•    Data migration,
•    Training,
•    Security,
•    Privacy,
•    24/7/365 support during implementation, and
•    24/7/365 support for up to 1 year after go-live.
- The CRM project will position the City’s customer experience service delivery as future ready; D365 Customer Service foundation is built and configured for scalability and change to effectively manage all Omni channel customer interactions through a user friendly one window approach.
- GIS Integration
•    Currently we use the City’s GIS mapping for the CRM’s map, searching addresses and validation of addresses (both in the Contact record and the Request). 
•    We also use the City’s GIS map layers for the CRM’s ESRI Configuration which overlays City Assets on the CRM map (different asset maps for different request types) which, when pinned, updates the Request’s Flex Fields with asset information.
- Supports a unified customer profile, a single customer record within the CRM for all City interactions including contact information, service request history, and interactions across all channels and preferences.
- System include:
•    Ability to merge contact records
•    Ability to de-activate and re-activate contact records
•    Supports address verification based on integration with city's GIS system.
•    Supports identity verification across all channels including digital portal to review requests
•    Supports multiple phone numbers and email addresses on the same account.
•    Ability to have 2 or more contacts (e.g., customer and requests created by) and a method to identify requests submitted on behalf of customer by city staff or elected officials separate from those entered by the customer them self.
•    Ability to configure customer data fields at the account and/or contact level in a variety of data types such as text, numbers, dates, etc.
•    City staff can configure alerts on the account and/or contact records with special instructions for other users. Staff. There is a clear indicator when an alert is present on a record.
•    City staff can create and assign tasks associated with a contact/account (e.g., scheduling a follow-up call). Tasks should have a status and due date.
•    Users can attach files, such as documents, pdfs, emails, and images to an account and/or contact record.
•    System allows city staff to search for accounts and contacts by a variety of criteria, including global searches and searches on specific keys. Search should be restricted based on user or group permission.
•    City staff can view a history of all service requests associated with a contact. This could be restricted based on user or group permission.
•    Ability for the flex fields to have associated Esri field mapping.
•    Ability to present contact history with summary from copilot.
•    Ability to change request owner, re-assign to another team.
•    Ability to assign a user to work.
•    Ability to change request type (populate new request requirements – e.g. Flex fields and map layers) and keep history.
•    Ability to send emails where the CRM team email address is automatically populated based on user configuration and displays an email template with salutation, team signature and city’s privacy statement. Emails should all have tokens to automatically attach to correct request.
•    Smooth and efficient end-to-end management of enquiries, complaints and requests. Ability to manage customer requests from end to end using knowledge articles, enquiry handling direction, customer contact records, customer request creation, workflows, notes, status, notification, loop closure, feedback options and all aspects of customer request tracking and resolution across multiple city departments. 
•    Offer multiple status options for a request such as open, update, work scheduled, assign, transfer, close, follow up, etc.
•    Ability to search for service requests with sophisticated system-wide search capabilities (e.g., search by address, name or type of service request) and could be restricted based on user or group permission.
•    System recognizes contact and will present interaction history and a summary to the user (based on permissions).
•    Ability to check entered addresses against a database of valid assigned addresses, possibly including search auto-completion based on partial data entry. Specify how valid address lookup data is stored or referenced (e.g., imported table, database view reference, web service via rest, etc.).
•    Ability to create service level expectation (SLA) and notification workflows based on factors such as urgency, service area, impact, and type of request as configured by city staff 
•    Ability to create auto notifications at various levels of the request cycle including the creation and when the SLAS are nearing the target date, very close to the target date, or when the target date has passed.
•    Ability to manually and/or automatically escalate, re-direct and set priority settings of a request.
•    Ability to view request data, including status based on group or individual permissions.
•    System supports workflow and process mapping that directs request to appropriate staff for resolution including multiple staff and at various points in the journey of the request.
•    City staff and customers can easily attach images, videos, files, etc. To service requests and add related comments.
•    System has a retention management module.
•    System has an appointments module.
•    Ability to track and accept payments using an external payment management system adhering to respective privacy legislation.
•    Ability to provide a method to structure, track, and make visible key points in the entire lifecycle of a customer request (timeline), including notifications to the customer and staff that can be customized and automated, triggered by key milestones in a given lifecycle process. Notifications and updates to customers should be available by email or text message to the customer, depending on preferences set by the customer.
•    Ability to support both first point of contact and subject matter experts (SME) across all city services to receive customer requests, work and complete requests, searching customers and requests, adding notes to a request and tracking progress through the process.
•    Functionality must exist to allow routing from first point of contact staff to a number of SME staff concurrently and re-route to multiple staff if required.
•    System will allow for entry of customer requests at a first point of contact with Omni channel functionality and allow staff to escalate, re-direct, manage, and respond to requests seamlessly from initial entry right through to response and/or resolution. This entire process will be visible both to the customer and to cross functional business units as required.
•    System should include a quick, and easy mechanism to identify potential duplicate requests, i.e., if the customer is reporting an issue at a service address that has recently received multiple requests. The system must provide a way to manage parent-child requests and/or connect associated and similar multiple requests together. If mass or duplicate requests are submitted, functionality will exist to allow city staff to efficiently respond en masse to these requests. Ability to remove a parent-child relationship and the child request is sent back into an assigned state.

- Questions/Inquires Deadline: October 29, 2025