RFI for Customer Relationship Management Solution

The agency is seeking a modern customer relationship management solution to consolidate a fragmented landscape and provide a single customer record. This solution must deliver unified communications management, improved customer service case handling, and the capability to run targeted marketing campaigns to segmented customer groups. The primary goal is to replace the existing custco database and establish a single unified view of all customer communications across email, phone, SMS, web forms, social media, surveys, and face-to-face interactions consolidated in an activity timeline. The scope of work requires integrating with social media platforms to capture public and direct message interactions, enabling agents to respond and log social media contacts within the system. The agency requires a single unified customer record that consolidates identity and account information drawn from multiple source systems. Additionally, the solution must manage communication channels by integrating with AWS Connect, and it must provide marketing tools to create, execute, and measure campaigns promoting initiatives, fare savings, and service updates. The requested system must support end-to-end case management for feedback, refunds, incidents, and damage reports. The agency also requires reporting and analytics operational dashboards, configurable reporting across customer service metrics, role-based access control, configurable workflows, audit logging, and authentication support. Only USA-based organizations are eligible to participate in this opportunity. The agency will permit the performance of the work to take place either onsite or offsite. The agency is currently looking for proposals to determine the budget for this project.