Customer Relationship Management Solution

The Vendor is required to provide customer relationship management (CRM) solution in alignment with the city’s business needs and requirements, including project management support, training, and as specified and agreed to in the final contract.
- CRM-based service delivery process includes, but is not limited to, the following intake methods:
1. Online and mobile application submissions:
• Customers submit service requests through the inquire boulder website or mobile application. Requests are automatically routed to the appropriate city department based on configured topic routing rules.
2. Direct calls and email to city departments:
• Customers may contact individual city departments directly by phone or email.
• If an inquiry cannot be immediately answered, redirected, or resolved, staff may enter the request into inquire boulder to ensure it is captured, tracked, and addressed consistently.
3. Calls to the city’s main hotline:
• The main hotline receives an average of approximately 10 calls per weekday.
• These calls are infrequently entered into inquire boulder at first contact and are often redirected to one or more departments for resolution.
• In many cases, the call is later entered into inquire boulder as a ticket after departmental follow-up, reflecting a workflow in which calls may be transferred or handled across multiple teams before being formally tracked.
4. After-hours calls:
• Calls received through the city’s main after-hours number are recorded in inquire boulder for follow-up and resolution.
• After-hours emergency calls are routed directly to dispatch or water treatment and, when applicable, are entered into inquire boulder on the next business day.
- Receiving in-person assistance at city facilities
• In the future state, when community members seek assistance at city facilities, including the western city campus, staff are able to quickly understand the customer’s needs and provide support without unnecessary handoffs or repetition.
• The CRM enables staff to access relevant customer and service history in real time, allowing in person interactions to feel informed, coordinated, and respectful.
- Resolving customer needs across city departments
• Customer needs that require coordination across multiple departments or programs are supported through shared case management and internal collaboration within the CRM
• Progresses across departments, the system maintains clear ownership, effective handoffs, and appropriate privacy, security, and access controls
- Staying informed and engaged through mobile and digital channels
• In the future state, the city’s mobile app complements the website “front door” by providing a mobile-first way for community members to access services, receive updates, and stay informed.
• Community members can submit and track service requests, subscribe to topics of interest, and receive timely alerts and notifications.
• The crm supports opt-in, topic-based push notifications and coordinated messaging across the mobile app, website, email, and social platforms.
- Getting help by phone through assisted intake
• In the future state, community members can contact the city through a centralized, 311-style phone service to ask questions, report issues, or request services.
• Calls are supported by live agents and interactive voice response (IVR), depending on customer needs and the nature of the inquiry.
• Regardless of how the interaction occurs, service requests are captured directly in the CRM using the same intake structure as the website “front door”.
• Call agents can view relevant customer history, access knowledge resources, and document outcomes to support continuity across future engagements.