RFI for Customer Service Platform Modernization Market Assessment Services

The buyer requires market assessment services to evaluate whether to replace or retain its current customer service software platform. The vendor must provide a credible, order-of-magnitude understanding of the effort and cost involved in replacing the platform before the buyer commits to a formal procurement process. The scope includes assessing integration complexity across Microsoft services such as Dynamics CRM, Sitecore CMS, Microsoft 365, Entra ID, Azure, and Power Platform. Additionally, the vendor must address telephony and call center linkages, a fragmented environment of seven or more systems, content management workflows, and a migration, archiving, or retirement strategy for historical Zendesk data. The buyer limits eligibility to onshore Canadian organizations and requires offsite performance of the work. Vendors may submit responses digitally via email or online, and the buyer is looking for proposals regarding the budget. Vendors must submit all questions no later than September 11, 2026.