Customer Relationship Management Solution

The Vendor is required to provide customer relationship management (CRM) solution to consolidate this fragmented landscape, providing a single customer record, unified communications management, improved customer service case handling, and the capability to deliver targeted marketing and communications campaigns to segmented customer groups.
- Requirement:
• Unified customer account management: consolidation of fragmented account records from orca, good to go!, great plains, VRS, and galaxy into a single customer profile
• Communication channel management: a unified view and management capability across email, phone, SMS, social media, web forms, and other channels, including integration with AWS connect.
• Customer service and case management: end-to-end case management for feedback, refunds, incidents, damage reports, and other customer service interactions, replacing the custco database.
• Forms and special request management: centralized intake and workflow management for school groups, memorials, special events, and other structured request types.
• Customer segmentation and analytics: multi-dimensional segmentation of the customer base to support targeted communications, service planning, and operational decision making.
• Marketing and campaign management: the ability to create, execute, and measure campaigns promoting agency initiatives, fare savings, and service updates.
• Alerts and targeted notifications: targeted service and operational alerts delivered to relevant customer segments via email and SMS, with the ability to automatically publish selected alerts to agency social media channels in line with current practice.
• Integration and interoperability: documented integration with ticketing and reservations modernization (TRM) project systems (VRS/galaxy), orca, good to go, great plains, amazon connect, and eventually, with journey planning and terminal wait times (TWT) queue detection systems.
• Reporting and analytics: operational dashboards and configurable reporting across customer service, communications, campaigns, and customer base metrics.
• System administration and configuration: role-based access control, configurable workflows, audit logging, and wa.gov authentication support.