A municipality in British Columbia seeks a qualified vendor to provide a Customer Relationship Management (CRM) system designed to modernize its customer service and case management functions. The primary objective is to implement a solution that facilitates enterprise-wide management of customer interactions, supports comprehensive case tracking, and enhances service delivery across multiple channels.

Vendors are expected to identify current CRM platforms and demonstrate their capabilities in key areas such as data integration, user experience, reporting, analytics, customizable forms, and workflow automation. The solution should include advanced features like task automation, intelligent routing, omnichannel support (including email, phone, in-person, web forms, mobile apps, and social media), and AI-powered support chatbots. Efficient approval processes, built-in workflows with status tracking, and a secure self-service portal for citizen requests are essential components. The system should also provide robust tools for capturing and analyzing citizen feedback to inform continuous service improvements.

Cloud-based deployment options suitable for municipal environments are of particular interest. The selected vendor must ensure that the CRM system enhances administrative efficiency, improves transparency, and provides an intuitive experience for both users and citizens.