Customer Relationship Management and Ticketing Platform

The Vendor is required to provide for the implementation, configuration, integration, and support of a hub spot-based customer relationship management (CRM) and ticketing platform
- Capable of delivering a modern, scalable CRM solution to replace the county’s legacy customer access tracking system (CATS), a custom-built application.
- Objectives
• Replace the legacy cats system with a fully functional hub spot CRM and ticketing solution
• Centralize customer and constituent data across departments
• Enable Omni channel communication tracking (phone, email, web, chat)
• Implement robust case and ticket lifecycle management
• Automate workflows and service processes
• Provide reporting, dashboards, and analytics
• Integrate with existing county systems
• Complete initial delivery by end of 2026
• ALL work anticipated to be completed remotely
- Project initiation and planning
• Project kickoff and stakeholder engagement
• Detailed project plan, timeline, and governance structure
• Requirements discovery, validation and gap analysis
- Solution design and configuration
• Design and configuration of hub spot CRM and service hub to meet county requirements
• Setup of ticketing workflows, queues, SLAs, escalation rules, and automation
• Configuration of custom objects, fields, and business processes
• Development of dashboards and reporting frameworks
• Ability to embed portal into county website
• Define role-based access and appropriate access.
• Define sensitive information and appropriate access roles.
- Data migration
• Assessment of legacy cats data
• Consulting services for API usage to accomplish data mapping, cleansing, transformation, and migration to hub spot
• Assistance with issues related to validation and reconciliation of migrated data
- Integrations
• Integration with county systems including, but not limited to:
o Email systems to receive new cases and to notify client about updates to status
o Other enterprise applications
• API development and middleware configuration as required
• Entra integration for user SSO
- Testing and quality assurance
• Development and execution of test plans (functional, integration, and user acceptance testing)
• Issue tracking and resolution
- Training and change management
• Development and delivery of end-user and administrator training
• Creation of user guides and documentation
• Change management and user adoption support
• Technical training for side-by-side developer mentoring of system configuration and later maintenance
- Go-live and post-implementation support
• Go-live planning and execution
• Hyper care support following deployment
• Knowledge transfer to county staff
- Optional ongoing services
• Post-implementation support and maintenance
• System enhancements and optimization services.