SW-117213 - USA (New Jersey) - RFI for Customer Relationship Management Modernization Solution - Sources Sought - Deadline August 4,2026

Vendor needs to provide customer relationship management modernization solution to the government authority located in New Jersey.• Configuring and sustaining enterprise scale Salesforce and D365 model driven applications• Conducting user research, usability testing, journey mapping, and delivering intuitive, accessible (508/WCAG) case management workflows for nationwide user populations.• Evaluating Salesforce platform readiness for Agent force and integrating AI/ML capabilities (case classification, summarization, next–best–action recommendations) into enterprise workflows using Agent force agents, Einstein AI, and Data Cloud, including experience supporting re–platforming from D365 to Salesforce to enable native, agentic AI features.• Executing major configuration overhauls, workflow redesigns, organizational alignment, and multiphase modernization initiatives while maintaining operational continuity.• Taking a number of legacy CRM solutions into unified enterprise CRM that will support many lines of business and hundreds of call types.  • Staffing and managing contracts of comparable scale and complexity, including team size, contract value, and number of concurrent workstreams.• AI tools in the CRM development process — including code generation, configuration, or testing —quality and security standards prior to deployment.