Customer Relationship Management Solution
Overview
Fit Score
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SUMMARY
KEY REQUIREMENTS
TIMELINE
June 8th, 2026: Date Issued
June 19th, 2026: Response Deadline
June 19th, 2026: Deadline for questions for clarification
QUESTION DEADLINE
Issuing Agency
Washington State Department Of Transportation
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
The organization seeks a modern customer relationship management (CRM) solution to unify and streamline its customer data and communications. This system will consolidate fragmented information, providing a single comprehensive customer record and enabling unified management of communications across all channels including email, phone, SMS, web forms, social media, surveys, and face-to-face interactions, all visible in each customer's activity timeline.
The desired CRM must feature robust integrations with social media platforms to capture and log both public and direct message interactions, allowing agents to manage customer communications effectively. The platform should deliver extensive reporting and analytics capabilities, including configurable operational dashboards for customer service, communications, campaigns, and customer base metrics.
Key requirements include system administration with role-based access control, customizable workflows, audit logging, and authentication. The CRM must consolidate identity and account data from multiple systems, provide unified communication channel management (including AWS Connect integration), support full campaign management, and enable comprehensive end-to-end case management for various types of customer feedback and issues.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due June 19, 2026. Questions must be submitted by June 19, 2026.
- Who issued this RFP?
- It was issued by Washington State Department Of Transportation. The work is located in Washington, United States.
- Who is a good fit for this opportunity?
- Demonstrated expertise in deploying enterprise CRM solutions
- Experience with complex data integration and unified customer records
- Proficiency integrating CRM platforms with social media and multi-channel communications
- Capability to deliver case and campaign management features
- History of implementing CRM solutions for public sector or large organizations
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