Ticketing and Customer Relationship Software

The Vendor is required to provide to identify, evaluate and acquire a customer relationship management (CRM) and Ticketing System that enhances operational efficiencies and encourages customer engagement.
- Process will involve multiple departments across the municipality to ensure that the selected solution aligns with various operational requirements across the organization and adheres to all security and compliance standards.
- The evaluation process will consider usability, customization capabilities, vendor reliability, implementation timelines and long-term support along with cost-effectiveness.
- System Implementation and Configuration / Reporting and Analytics
•    Deployment of a cloud-based ticketing platform configured to office requirements;
•    Customization of event setup workflows, ticket types, pricing structures, discount codes and seating maps;
•    Integration with existing systems including bambora and moneris;
•    Migration of historical customer and transaction data if applicable;
•    Real-time sales dashboards;
•    Automated financial reporting with customizable fields and ability to auto email reports for clients at any day or time of the week;
•    Attendance tracking and scanning analytics; and
•    Export tools for accounting, marketing and operational analytics.
2. Online and In-Person Sales Functionality
•    Fully responsive online ticketing portal for desktop and mobile;
•    Secure checkout process with multiple payment and guest checkout options;
•    Box office interface optimized for high volume in-person or phone sales;
•    Self-service features including account management, ticket reprints and donation options; and
•    Options for multiple timely refunds if necessary
3. Customer Experience Features
•    Digital and print-at-home ticket delivery;
•    Support for mobile/digital wallets; and
•    Patron account profiles with account history and preferences.
4. Access Control and Scanning
•    Hardware (hand-held scanning units – estimated quantity of four (4)) and-or software tools for ticket scanning at entrance;
•    Ability for several users to be online at the same time; and
•    Offline mode capabilities for scanning during outages.
5. Marketing and Communications Tools
•    Email confirmation templates and automated messaging;
•    Promo code and sales campaign functionality;
•    Customer segmentation and remarketing tools; and
•    The office currently uses “envoke” (third party marketing platform we use) for email marketing, integration with “envoke” –– is an asset.
6. Training and Documentation
•    Comprehensive training for all administrative staff;
•    User manuals, video tutorials and reference guides provided; and
•    Ongoing support throughout onboarding and launch.
7. Support and Maintenance
•    Dedicated account manager during implementation;
•    Ongoing technical support; and
•    Regular system updates, security patches and feature enhancements.
8. Compliance and Security
•    Security details to be provided at time of bidding which will be evaluated during the procurement process.
9. Project Timeline and Milestones
•    Detailed implementation plan including key milestones: discovery, configuration, data migration, testing, training, launch; and
•    Clear deadlines and acceptance criteria for each phase.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: January 12, 2026