Customer Relationship Management Solution and Implementation Services

The Vendor is required to provide for a Customer Relationship Management (CRM) solution to serve as foundational infrastructure for the City’s ongoing Customer Experience (CX) Transformation, and to support the business needs identified.
- The City views this CRM as a long-term platform investment intended to support evolving community needs over the coming decades. The City is seeking a solution with a clear product vision and ongoing investment that will enable the City to remain at the forefront of multi-channel customer service.
- The CRM will enable more coordinated, human-centered, and data-informed service delivery across City departments, supporting a consistent, high-quality experience for community members regardless of how or where they interact with the City.
- As the community’s digital front door, the City of Boulder’s website, visited more than 2 million times annually, serves as the primary entry point to the City’s digital ecosystem. Community members rely on it to access information, submit and track service requests and engage with their local government.
- The selected CRM system will underpin this ecosystem, enabling coordinated, transparent, and consistent management of customer interactions across departments and channels, and supporting a more unified, equitable, and accessible customer experience aligned with the City’s long-term CX goals.
- The City envisions a digital service model in which the City’s website provides a consistent, user-friendly entry point for information and services, while the CRM serves as the core system supporting identity, service interactions, communications, and transactional context across departments.
- To support this future-state vision, the CRM must go beyond traditional case or ticket management and serve as the backbone to enable:
•    A shared system of record for customer and service interactions, providing consistent customer context across channels, departments, and touchpoints
•    Coordinated, end-to-end service delivery, reducing handoffs, duplication, and information silos for both customers and staff
•    Data-informed decision-making and continuous improvement through insights into service performance, demand, and customer needs
•    Equitable, accessible, and human-centered service delivery, including support for language access and assisted service models, in a municipal environment
- The CX Transformation is focused on delivering simpler, more accessible, and more equitable experiences by aligning people, processes, and technology around customer needs.
- This phase emphasizes making foundational people and process decisions in advance of system configuration, including clarifying service ownership, establishing governance and ways of working, and reducing fragmentation across departments.
- By strengthening transparency, communication, and operating alignment upfront, the City is enabling customers to receive reliable, seamless support while equipping staff with the tools, clarity, and organizational support needed to effectively deliver services to the community.