BPHC Salesforce Customer Relationship Management (CRM) System Support Services

The Bureau of Primary Health Care (BPHC) is seeking expert services and technical assistance to develop, maintain, and promote the effective use of Salesforce as a full CRM system. The purpose of this procurement is to increase BPHC's ability to support the Health Center Program and respond quickly to national crises involving health centers and other partners across the country. BPHC has been using Salesforce for several years to track customer support tickets and route inquiries to program subject matter experts. They now want to leverage the full capacity of Salesforce as a CRM tool to improve communication with and service to their external customer base. The period of performance for this contract is a base period of 12 months with four option years.

The work to be acquired includes developing, maintaining, and promoting the effective use of Salesforce as a CRM system. This includes configuring and developing recommended solutions to improve BPHC's business processes and crisis response and recovery capacity. The contractor will also provide Tier 2 and Tier 3 technical system support, training events, training materials, and job aides for participants in the new online community. They will be responsible for executing day-to-day support, maintenance, and improvement of BPHC's Salesforce CRM platform.

The place of performance for this contract is off-site at the contractor's facility. However, if necessary, in-person activities such as instructor-led training may be conducted at 5600 Fishers Lane, Rockville, Maryland 20857. The contractor will be required to attend meetings and conference calls with the contracting officer representative (COR) and BPHC representatives on a regular basis to discuss project status and address any issues or concerns. They will also be responsible for providing timely customer support during regular business hours.

Overall, this opportunity provides a chance for a contractor to support BPHC in leveraging Salesforce as a CRM tool to improve their communication with customers and enhance their ability to respond effectively to national crises involving health centers.