Cloud-based Customer Relation Management Software

The City is seeking a fully cloud-hosted, software-as-a-service customer relation management platform that requires no local server installation or client-side software. The agency needs to solve the problem of fragmented resident services by establishing a unified public-facing portal and mobile application for registrations, memberships, admissions, reservations, and payments. This system must handle high-volume registration periods, such as seasonal program opening days, without performance degradation or service interruption. The scope of work covers providing a public portal and mobile application that support digital check-in credentials readable by facility access hardware, including compatibility with Apple Wallet and Google Wallet passes. The system must integrate with the city's existing Tyler Technologies New World financial system for revenue export via scheduled flat-file, API, or SFTP transfer. Additionally, the platform must integrate with third-party background check platforms for volunteer and coach screening, and it should support or have a documented roadmap for integration with field lighting control systems. The requested software must support online, in-person, and kiosk-based program registration, including an automatic waitlist feature when a program reaches capacity. The scope also includes specific functionality for swim lesson registration, such as instructor assignment, pool lane blocking, and aquatics-specific waiver collection. For communication, the platform must support email, SMS text, and in-app push notifications, featuring role-based messaging restrictions that limit staff members to audiences relevant to their program area. Finally, the system must support deposit-based payment structures for facility rentals with configurable deposit amounts and balance-due timing. Eligible bidders must perform all work onshore within the United States, and the performance of the work will be offsite. Bidders must submit their responses digitally via email or online. The agency is looking for proposals to determine the budget, and the source document does not specify further evaluation criteria or key dates.