The governor's office in North Dakota is seeking a configurable Constituent Relationship Management (CRM) system to centralize constituent correspondence, case management, and scheduling processes. The desired solution should be either a commercial off-the-shelf (COTS) or software-as-a-service (SaaS) product that does not require custom development but is highly configurable to meet the office’s unique needs.

Key features include the ability to log and route communications, manage and track cases and tasks, and provide robust dashboards and reporting tools for effective workload management and trend analysis. Integration with Microsoft 365 applications such as Outlook, Teams, and SharePoint is essential to ensure seamless workflow and data synchronization.

The selected vendor will be responsible for delivering all professional services necessary for the system’s successful deployment, including project management, configuration, data migration, integration, user training, and ongoing support. Technical requirements emphasize role-based dashboards, workflow automation, centralized constituent records, and comprehensive correspondence tracking across multiple channels, enabling real-time updates and maintaining detailed audit trails for all interactions.