Customer Relationship Management Software Environment Implementation Solution
Overview
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SUMMARY
DESCRIPTION
The issuing organization in Kentucky is seeking a vendor to provide and implement a customer relationship management (CRM) software environment solution. The project is intended to enhance the existing software ecosystem through the procurement of a new system, or a combination of systems, that will complement and integrate with current solutions.
The requested solution should address operational challenges caused by multiple disconnected intake channels, which currently create confusion for residents and contribute to incorrect submissions, misrouted requests, and added rework. The system is also expected to improve routing efficiency, clarify ownership, and increase workflow transparency across departments.
Functional requirements include the ability to send CRM record data to GIS for reporting and mapping purposes, provide access to data for custom reporting, and track all internal and external communications related to a request. The platform should also support self-service portal capabilities, including visible customer comments, configurable comment visibility, internal-only comments, and customer comment notifications to request owners. In addition, all system-generated messages must support ADA compliance in accordance with WCAG 2.1 Level AA.
A pre-proposal teleconference is scheduled for July 16, 2026. All questions must be submitted no later than July 23, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 14, 2026.
- Who is a good fit for this opportunity?
- CRM software implementation firm with public sector experience
- Vendor with strong systems integration and workflow automation capabilities
- Experience integrating CRM platforms with GIS and custom reporting tools
- Accessibility-focused provider familiar with WCAG 2.1 Level AA compliance
- Company with self-service portal and citizen request management expertise
- Team capable of configuration, training, and cross-department deployment support
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.