Customer Program Tracking and Management Platform

The vendor is required to provide customer program tracking and management platform for a modern, flexible platform that integrates demand-side management (DSM) program tracking, with robust customer relationship management (CRM) functionalities.
- The platform will manage complex program workflows and track various program performance indicators, including, but not limited to, program costs and effectiveness, energy and water savings, greenhouse gas emissions reductions, customer engagement, and marketing efforts.
- The software will be used for customer relationship management, rebate tracking, project tracking, and program reporting and planning.
- Program workflow management
•    End-to-end tracking of the customer journey, from first contact through project completion and feedback.
•    No-code configuration of program workflow steps. users must be able to define steps without programming knowledge. 
•    Support for system-driven and user-initiated actions, including:
o    Automated or manual email communications to targeted users.
o    Approval or rejection of workflow steps directly within the platform.
o    Automated data updates triggered by workflow progression.
o    Reminders and follow-up messages to customers for incomplete applications.
•    Support for complex workflows with:
o    Branching based on user input (e.g., contractor vs. customer vs. internal staff). 
o    (Optional) real-time visualization of workflow progress within applications.
•    Ability for users to bypass or skip workflow steps, including those in progress, as needed.
o    A single customer record accessible across multiple programs, with role-based data visibility for relevant program providers. 
o    Versioning and audit logs for workflow changes, including username and timestamp of all modifications
•    A visual workflow dashboard displaying status, progress, pending actions, etc.
•    Concurrent, multi-user editing capability for customer records across various programs. 
•    Session management with auto-logout after inactivity and preservation of work progress. 
•    Customizable notification templates and message triggers
o    Configurable automated reminders based on workflow status and inactivity. 
o    Full record update history and approval routing.
- Customer portal
•    Authentication 
o    Secure login, with support for SAML 2.0 single sign-on (SSO). 
•    Branding and UI 
o    Customizable branding using city logos and cascading style sheets (CSS) customization. 
•    Application management 
o    Browse and apply to multiple programs and measures through a single application.
o    Display recommended programs based on customer profile.
o    Real-time application status tracking.
o    Save and resume in-progress applications.
o    View and update existing or past applications.
o    Upload documents and receive notifications or reminders for incomplete tasks.
o    Provide feedback during or after program participation.
o    Option to opt out of email notifications.
•    Accessibility
o    ADA-compliant design.
o    Language translation capabilities.
•    Customer insights
o    Portal landing page to display cumulative rebates, applied programs, and estimated savings.
•    Availability
o    Minimum 99.9% uptime.
- Contractor portal
•    Secure login.
•    Application submission on behalf of customers.
•    Contractor access, limited to applications they have submitted.
•    Customer visibility of contractor-submitted applications on the customer’s behalf.
•    Update capabilities for submitted applications.
- User roles and permission
•    Define user roles by program, application type, and customer category.
•    Support at least three permission levels: view, edit, and delete.
•    Restrict partner access to only their own programs and applications.
- User interface (UI) and user experience (UX)
•    Intuitive navigation with no more than five clicks to reach any key function.
•    Persistent session state—retain search results and form entries across page transitions.
•    Minimization of repetitive data entry.
•    Fully integrated help and documentation features.
•    Global and fuzzy search capabilities across all objects and records.
•    Autocomplete functionality based on available platform data.
•    Responsive design optimized for chrome, edge, safari, and mobile devices.
•    Ability to preview all application fields prior to entry.
•    Ability to save partially completed applications and resume later.
•    Ability to access saved applications from within the platform.
•    Browser-native navigation without data loss (e.g., back and forward button functionality).
o    Custom list views (e.g., Kanban, calendar, matrix, timeline).
- Program financial management
•    Integration with sap for payment processing and financial tracking.
•    Real-time tracking of payment status at each workflow stage.
•    Application-level tracking of direct incentive costs.
•    Program-level tracking of admin and marketing costs, including staff hours.
•    Cost reporting at both program and application levels.
- Reporting and analytics
•    In-platform ad-hoc reporting tools for city staff.
•    Native dashboarding or integration with tools such as power bi (preferred).
•    Data intelligence features, such as:
o    Customer segmentation.
o    Program recommendation engines.
•    Export capabilities to CSV or other non-proprietary formats.
- Customer relationship management (CRM)
•    Logging of all customer communications (email, phone, meetings).
•    Display of customer interaction records alongside program history.
•    Support document attachments of different file types (jpeg, word doc, pdf, etc.).
•    Support for marketing campaign tracking and lead management.
•    Unified 360-degree customer view.
•    Duplicate interaction prevention.
•    Integration with microsoft exchange for email correspondence.
•    Group and targeted messaging.
•    Complete documentation of the customer journey.
•    Embedded survey tool with configurable logic and segmentation options.

- Contract Period/Term: 3 years
- Pre-Proposal Meeting (Non-Mandatory) Date: August 5, 2025
- Questions/Inquires Deadline: August 7, 2025