(1) Vendor needs to provide constituent relationship management system.– CRM system that centralizes constituent correspondence, scheduling, and case tracking in a single, secure platform– The desired solution will enable users to log and route communications, manage cases and tasks, generate reports, and integrate with existing Microsoft 365 tools such as Outlook and Teams.– The Offeror shall provide a commercial off–the–shelf (COTS) or software–as–a–service (Saas) solution that can be configured—without custom development—to support the governor’s office constituent communication, scheduling, and case management needs.– The resulting contract will include all professional services necessary for a successful deployment, including project management, configuration, data migration, integration, training, and post–implementation support.– Providing a secure, configurable CRM platform capable of managing constituent communications, case tracking, correspondence, and scheduling.– Integrating with existing Microsoft 365 applications, including Outlook, Teams, and SharePoint.– Supporting dashboards and reporting tools for workload management, response tracking, and trend analysis.• Technical Requirements• Case and Workflow Management– Ability to create, assign, route, and track cases and correspondence.– Configurable workflow automation (e.g., routing, approval, task assignment, escalation).– Customizable statuses and categories aligned with the Governor’s Office processes.– Role–based task views and dashboards for workload management.• Constituent and Contact Management– Centralized constituent and organization database with configurable fields and search filters.– Ability to associate multiple records (contacts, cases, communications) under one constituent profile.– Real–time updates and audit trails of all interactions.• Communication Tracking– Ability to record and track correspondence received through multiple channels (email, phone, web form, mail, and in–person).–