Description
The Michigan Department of State is seeking information about third-party applications and services for a customer relationship management (CRM) system. The system should provide a centralized hub for support teams to organize incoming customer messages, provide assistance, and exchange information. The CRM system should have features such as workflow management, automated responses, and interconnectivity options to share information within other MDOS business systems and data sources. The system should also have security features such as data encryption and privacy best practices. The department is looking for a solution that can be used by support staff, managers, executives, and other areas within the department.
Some key features of the CRM system include:
• Allowing customers to enter tickets through multiple channels
• Workflow management to distribute incoming tickets through preset business workflows
• Automated responses using AI analysis or canned responses
• Interconnectivity options to share information within other MDOS business systems and data sources
• Ability to track interactions from multiple channels and MDOS information systems
• Multiple view options and dashboards that can be customized depending on the internal business workgroup
• Options to respond to multiple customers at once regarding similar issues
• Multiple, configurable, reporting options