Contact, Customer Relationship Management Software-as-a-Service Solution

The Vendor is required to provide to gather details from experienced vendors regarding available cloud-based software for contact / customer relationship management solutions capable of supporting agency customer (“member partner” or “MP”) engagement needs.
- The SaaS solution include the ability to:
• Manage and track all MP contact and community data
• View, log and track select MP email communications
• Create, manage and track MP events, requests, tasks, issues, interactions and topics of interest
• Receive and set reminders for MP related tasks 
• Attach documents to the contact records
• Generate MP contact data reports
• Integrate with Microsoft Outlook
• Support the one-time import of MP contact and community data from agency Water
• Automated Meter Reading (WAMR) portal, Excel, and Smartsheet
• Allow MPs to log and track issues and requests using the solution 
• Provide a cloud-hosted software-as-a-service (SaaS) subscription
• Support single sign-on (SAML/OIDC/OAuth 2.0) for secure and seamless access
• Access the solution via agency devices, tablets and mobile phones 
• Provide compliance with SOC2, ISO, OSHA, DOL, etc. standards and applicable regulations
• Configure data retention policies
• Provide no-code/low-code configuration of fields, forms, workflows, and other
- General
• Management of MP contact information.
• Organization and tracking of MP events, activities, issues, and communications.
• Member partner ability to log and track queries and issues.
• Workflow, task, and notification capabilities that support cross team coordination.
• Reporting and dashboards for operational and leadership use.
• Mobile accessibility or other field friendly features.
• Emerging or innovative capabilities relevant to MP engagement.
- Configurability and User Experience
• Ability to configure data forms, fields, views, and workflows without custom code.
• Role based access, user permissions, and security controls.
• Ease of use for business team members across multiple teams.
• Options for tailoring interfaces or functions to different user groups.
- Integration and Technical Requirements
• Available APIs and integration methods.
• Overview of data structure, data management, and scalability.
• Hosting, uptime, performance, and service level expectations.
- Security, Compliance, and Data Governance
• Data protection practices and controls.
• Authentication and authorization standards.
• Compliance with relevant regulations, industry standards, and cybersecurity frameworks.
• Records retention capabilities.
• Data audit and logging capabilities.
- Implementation and Support Model
• Typical implementation timeline, project phases, and agency resource requirements.
• Configuration, training, and onboarding approach.
• Ongoing support, maintenance, and customer service structure.