Cloud-Based Customer Relationship Management (CRM) System

The province of Alberta is seeking a vendor to provide a cloud-based Customer Relationship Management (CRM) system designed to enhance citizen service tracking and engagement. The desired solution must generate unique tracking numbers for each service request and support comprehensive tracking of service request status, history logs, and resolution times. Address validation is required, including support for community addresses such as parks, intersections, and agency assets, ensuring alignment with agency standards.

The CRM system should include a secure mobile application compatible with both iOS and Android platforms, adhering to relevant accessibility and app store guidelines. Multilingual support is essential, enabling standardized responses and messaging across various communication channels. Key workflow features include customizable task and outcome configurations, management of work shifts, and user-defined workflow rules to optimize business unit processes. Real-time updates for service requests, comments, and related activities are required.

Additional functionalities must include spell check within all text fields, customizable letter generation with batch printing and resending, and email tracking capabilities for 311 users, business units, and citizens. The system should efficiently resolve and track citizen compliments and complaints, facilitate sharing with appropriate business units, and support the import of service request data from Excel and CSV files to create multiple requests in bulk. Vendors are expected to address any questions regarding this opportunity by the specified deadline.