Customer Relationship Management Solution

The vendor required to provide customer relationship management (CRM) solution will function as the central enterprise platform for managing customer inquiries, service requests, complaints, and interactions across all channels.
- Objectives
1. Modernize and centralize customer service: 
•    The CRM must support the consolidation of customer service operations across multiple departments into a single, unified case management system. 
•    Current inquiry and service request tracking practices vary by division; the CRM will centralize this work and support consistent service delivery across the organization.
2. Improve the customer experience and accessibility
•    The system must provide residents with an intuitive, seamless experience across multiple channels— phone, in-person, email, digital forms, online services, and mobile interactions. 
•    The CRM must incorporate accessibility best practices, support compliance, and accommodate the diverse needs of thunder bay’s residents.
3. Strengthen analytics, reporting and transparency 
•    The CRM must enhance the city's ability to monitor service performance and customer trends. 
•    Built-in reporting, dashboards, and custom analytics tools must support data-driven decision-making and track performance against emerging customer service standards.
4. Support organizational digital transformation 
•    The CRM will serve as a foundational component of the city’s digital modernization and will enable consistent service standards, improved accountability, better workflow management, and enhanced public transparency.
5. Provide a scalable, sustainable solution 
•    The CRM must be configurable, adaptable, and able to support ongoing enhancements by city staff. 
•    The system must also provide a strong foundation for future digital growth, system integration, self-service expansion, and enterprise-wide adoption.
- Functionality requirements
•    Compliance with proposal requirements and CRM system requirements.
•    Ability to comply with all relevant privacy and security regulations.
•    Application and reporting as identified in the CRM system requirements.
•    Provide full details on maintenance of system, to ensure up to date capabilities and prevention of site security.
•    Provide a plan that is in place for integrity and security of the system.
•    Provide details on user functionality and convenience of system.
•    Proponents must describe their integration capabilities, technical approach, and any associated licensing or costs.