Customer Relationship Management Platform

The vendor required to provide customer relationship management (CRM) solution to serve as a centralized platform for managing all constituent, legislator, and other agency interactions.
- CRM solution should provide capabilities including:
•    Contact management: search, create, edit, and archive contacts; associate custom affiliations and tags and data fields; and view all related service tickets and interactions. 
•    Case and task management: create and manage tasks involving multiple contacts; assign to individuals or groups; track activity history; and support collaboration, prioritization, and escalation. 
•    Advanced search and reporting: perform full-text searches across task details; generate custom reports and dashboards based on tags and affiliations, performance metrics, and satisfaction scores. 
•    Workflow and communication tools: customizable workflows, send and associate emails with cases, and enable in-app, email, and mobile notifications for due or overdue items. 
•    Mobile accessibility: full CRM functionality via mobile devices, including ticket creation and editing and real-time notifications. 
•    Customer engagement: send satisfaction surveys, with results integrated into dashboards and reports. 
•    System administration: manage roles and permissions, configure fields and layouts, maintain audit logs, and integrate seamlessly with microsoft 365 outlook.

- Questions/Inquires Deadline: January 20, 2026