SW-116460 - USA (Kentucky) - Customer Relationship Management Software Environment Implementation Solution - Deadline August 14,2026

(1) Vendor needs to provide customer relationship management software environment implementation solution. • Enhance its existing software systems environment through the procurement of a new system, or a combination of systems, designed to complement and integrate with current solutions.• Multiple, Disconnected Intake Channels: Separate portals create confusion for residents, leading to incorrect submissions, misrouted requests, and increased rework.• Inefficient Routing and Lack of Workflow Transparency: Frequent misrouting, unclear ownership, and limited visibility into request status hinder coordination across departments.• CRM system should send record data to GIS for reporting and mapping purposes.• CRM should provide access to the data for custom reporting features.• Ability to track all internal and external communication related to request.• Ability to display comments in self–service portal.• Ability to configure specific comments fields to be shown or hide in self–service portal.• Ability to have internal only comments that the customer cannot see.• Ability to allow customers to make comments on service requests that will notify request owner.• Ability to enforce ADA compliance (WCAG 2.1 Level AA) on all messages sent from the system.(2) All the questions must be submitted no later than July 23, 2026 (3) Pre–Proposal Teleconference will be held on July 16 2026