Salesforce Customer Relationship Management Implementation

Background
The City of Greensboro is seeking proposals from qualified companies to provide implementation services for Salesforce related to Customer Relationship Management (CRM) and Code Compliance systems. The goal is to replace the legacy application currently in use and improve customer service capabilities through a modernized system that integrates various communication channels.

Work Details
The selected contractor will be responsible for the implementation of Salesforce, which includes:
- Best practices guidance, training, project management, final design, implementation, data migration, integration with other systems, and report development.
- Development of forms and reports, user acceptance testing, system integration, data migration from legacy systems (MS SQL Server), and training documentation.
- Implementation of a CRM for the Contact Center with 17 licensed users that includes an intuitive interface, a system administrator console for managing case loads and KPIs, mobile application support for public users to submit complaints, and integration with existing systems such as Hexagon EAM and GIS data services.
- Migration of data dating back to 2015 from the legacy system including contacts and knowledge base articles.
- Ongoing support for 12 months post-implementation to address any issues related to customizations.

Period of Performance
The contract term will be for two years starting approximately on October 1, 2025 through September 30, 2027, with an option to renew for one additional year.

Place of Performance
The services will be performed in Greensboro, North Carolina.

Bidder Requirements
Contractors must have at least three years of experience providing CRM and Code Compliance services. They must provide a minimum of three similar job references and meet minimum insurance requirements. Contractors must also be actively registered with the NC Secretary of State and comply with M/WBE participation requirements.