Customer Relations Management System

A Texas agency is seeking a vendor to provide a comprehensive Customer Relationship Management (CRM) system designed to manage and streamline multichannel communications. The proposed CRM solution must effectively handle the receipt, recording, response, and retention of communications—including letters, phone calls, faxes, webmails, and additional channels—from the public directed to the agency’s office.

The CRM platform should support the full lifecycle of communications, encompassing intake, processing, drafting, approval, routing, and archiving across all supported channels such as mail, email, phone, voicemail, web, and social media. Advanced content creation tools and editorial workflow features are required, including tracked changes, content governance, and the ability to generate ceremonial documents. Full integration with the Texas Department of Information Resources (DIR) telephony system is necessary to provide features like screen pops, call logging, call recording, warm transfers, voicemail transcription, and routing for follow-up.

Additionally, the system should enable efficient workflow and assignment management through features like an Assignment Desk, aging reports, escalations, and comprehensive audit logs. Fast, enterprise-grade search functionality is essential, allowing staff to quickly locate any record, attachment, or data point. Robust reporting and analytics features must support Public Information Request (PIR) reporting, issue tracking, GIS mapping, and emerging issue identification.

The scope of work includes communication and engagement across multiple channels, content creation and editorial workflow management, operational processing and logging, advanced search and data intelligence, tracking and analytics, as well as system integration, migration, governance, security, reliability, and ongoing support. The anticipated contract duration is two years.