Customer Relationship Management Solution

The Vendor is required to provide expertise, resources, and experience in the provision, implementation, and support of a Microsoft dynamics 365 customer relationship management (CRM) solution that meets the municipality’s operational, technical, security, and services.
- Work includes the planning, design, configuration, implementation, integration(s), testing, and transition to a Microsoft Dynamics 365–based CRM solution, along with initial setup and go-live activities.
- The CRM solution is intended to support consistent customer intake, case and service request management, internal workflows, reporting, and integration with existing municipal systems.
- Mandatory Requirements:
•    Core CRM configuration for centralized service request intake
•    Case management, routing, escalation, and closure workflows
•    Internal and external user access and role-based security
•    Standard reporting and dashboards required to support service standards and performance tracking
•    Training, go-live support, and post-implementation stabilization
- Expanded automation, AI-enabled features, or advanced analytics
- Connectivity to a Contact Center (i.e. RingCentral or D365 Contact Center)
- Custom product development outside of Microsoft Dynamics 365 platform capabilities
- Primary Stakeholders:
•    Residents / Constituents: They will benefit from improved services, better communication, and quicker responses. Ticket number case reference system.
•    Local Businesses and Developers: Frequent service users who will benefit from streamlined processes and faster response times.
•    Departmental Customer Service Staff: Frontline users of the CRM who manage service requests, complaints and inquiries as well as managing follow ups to ensure customer service ticket closure.
•    Corporate Customer Service Staff: Responsible for overseeing customer service standards, performance metrics and CRM adoption.
- Secondary Stakeholders:
•    Departmental Staff (Non-Front-Line-Facing): will receive and respond to service requests routed through the CRM and benefit from improved workflows.
•    Regional Partners (e.g., Durham Region / myDurham311): Potential collaborators or integration partners for shared information and service delivery models.
•    Information Technology (IT): Leads the technical implementation, integration, maintenance and support of the CRM system.
•    Communications Team: CRM solution supports public engagement with ability to provide public messaging, branding, customer surveying and event reminders.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: February 23, 2026