RFI for Customer Relationship Management Solution

The agency is seeking a modern Customer Relationship Management solution to consolidate a fragmented landscape of customer data and communications. The current environment relies on a database known as custco, which the new system will replace. The agency needs to establish a single customer record, unified communications management, improved customer service case handling, and the capability to deliver targeted marketing campaigns to segmented customer groups. The requested scope of work covers the consolidation of identity and account information drawn from multiple source systems into a single unified customer record. The solution must provide a unified view and management capability across email, phone, SMS, social media, web forms, and face-to-face interactions, including integration with AWS Connect. Bidders must also provide marketing and campaign management tools to create, execute, and measure campaigns promoting initiatives, fare savings, and service updates. For customer service, the system must support end-to-end case management for feedback, refunds, incidents, and damage reports. The agency requires reporting and analytics through operational dashboards and configurable reporting across customer service, communications, campaigns, and customer base metrics. System administration needs include role-based access control, configurable workflows, audit logging, and authentication support. Eligible bidders must be onshore United States organizations. The performance of the work can be conducted onsite or offsite. The agency is currently looking for proposals to determine the budget for this project.