The State of Tennessee is requesting information from vendors regarding the provision of a modern Customer Relationship Management (CRM) platform. The objective is to enhance communication, service delivery, and operational efficiency through an integrated solution that supports the comprehensive lifecycle of customer engagement.

Key requirements include robust contact management capabilities—such as searching, creating, editing, archiving contacts, and associating custom affiliations or data fields—as well as case and task management for coordinating activities among individuals and groups. The platform should support advanced search functionality, custom reporting, and analytics dashboards, enabling users to track performance metrics and satisfaction scores. Workflow and communication features are necessary, including customizable processes, email integration, and a range of notification options across web, email, and mobile devices.

Mobile accessibility is essential, ensuring users can perform all CRM functions, including ticket management and receiving real-time notifications, via mobile devices. Additional features include tools for sending and tracking customer satisfaction surveys, comprehensive system administration controls, and seamless integration with Microsoft 365 Outlook. Vendors are invited to submit their questions by January 20, 2026.