Customer Service Platform Modernization Market Assessment Services
Overview
Settle Signals
Market intelligence for public sector sales teams
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SUMMARY
KEY REQUIREMENTS
TIMELINE
RFI issued: August 28th, 2026
Deadline for vendor questions: September 11th, 2026
Answers to vendor questions posted: September 17th, 2026
Response due: September 25th, 2026
Internal review complete: September 30th, 2026
Follow-up vendor discussions: October 2nd, 2026
Findings presented to Steering Committee: October 7th, 2026
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Tourism Saskatchewan
DESCRIPTION
The organization is seeking information and market assessment services to evaluate whether it should continue using or replace its current customer service software platform. Before undertaking a formal procurement process, it requires a credible order-of-magnitude assessment of the effort, complexity, and costs associated with potential replacement, particularly in light of integrations across its existing technology environment.
The Customer Service team currently operates across seven or more separate systems and windows supporting phone, email, chat, ticketing, web forms, listings, updates, knowledge resources, and reporting. This fragmented environment creates duplicate effort, slower service delivery, inconsistent customer experiences, limited performance visibility, onboarding challenges, and increased operational risk. The future-state assessment must also consider workflows for collecting, updating, and validating operator information, listing details, event information, travel offers, and related photos that support public-facing website content.
The assessment should address integration requirements involving Dynamics CRM, Sitecore CMS, Microsoft 365, Entra ID, Azure, and Power Platform. It should also evaluate stronger connections between telephony and call-centre functions and ticketing, case history, routing, transfers, and service reporting. In addition, the organization requires a strategy for migrating, archiving, or retiring historical Zendesk data, workflows, macros, scripts, and knowledge-base content. Questions must be submitted by September 11, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due September 22, 2026. Questions must be submitted by September 11, 2026.
- Who issued this RFP?
- It was issued by Tourism Saskatchewan. The work is located in Saskatchewan, Canada.
- Who is a good fit for this opportunity?
- Customer service technology and platform modernization consulting firm
- Experience assessing and replacing enterprise CRM, contact-centre, and ticketing platforms
- Expertise integrating Microsoft Dynamics CRM, Sitecore, Microsoft 365, Entra ID, Azure, and Power Platform
- Proven knowledge of telephony, call-centre workflows, case management, and service reporting
- Experience with Zendesk migration, data archiving, knowledge-base transition, and workflow analysis
- Strong capabilities in technology market research, cost estimation, and procurement readiness assessments
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.