SW-119211 - USA (Pennsylvania) - Customer Relationship Management System - Deadline September 22,2026

(1) Vendor needs to provide customer relationship management system.• Case Management & IntakeO Provide a centralized, configurable case management framework that supports consistent intake and processing across departments.• Workflow, Routing & SLAsO Support automated routing and escalation based on request type, business rules, and department workflowsO Enable omnichannel work routing beyond case processing (voice, email, chat, mobile/web tasks• Contacts & Partner ManagementO Offer robust contact management, including deduplication and full case/activity history.O Provide flexible partner user management, permissions, and a modern partner experience/portal.O Provide full visibility to 311 staff into cases after they are assigned to other departments.• Reporting & AnalyticsO Deliver configurable dashboards and ad hoc reporting without developer involvement.• Communications & CommentsO Provide a full communication management framework including phone, web, mobile app, chat, email, social media, etc.O Enable internal/external comments with visibility controls and track all outbound communications.O Support customer notifications for key case events and configurable communication preference• Call Center OperationsO Support capabilities such as screen pop, caller matching, and omnichannel work handling.O Support call center quality operations including call recording, quality monitoring, and supervisor dashboards(2) All question must be submitted no later than September 8, 2026.