R&P - Rental Services - RFP - Proposals for CRM Software

The City of Columbus, Recreation and Parks Department is seeking proposals for CRM software to enhance their customer service area. The software should have various features such as tracking customer calls and emails, auto-ticketing functionality, automation features, and integration with Cisco phone and Outlook email systems. The contract term will be one year up to three years, subject to annual approval and authorization. The city reserves the right to reject any or all submittals and to cancel or revise this solicitation. • Ability for the system to track customer calls and emails • Ability for the system to automatically populate the date and time with each record • Ability for the system to provide auto-ticketing functionality • Ability for the system to provide and support automation features • Ability to send an automated email response to a customer when work begins on the customer's submitted ticket • Ability to support an integrated shared inbox for emails and calls • Ability to migrate all historical data and ticket records from Smartsheet • Ability for the system to integrate with the Cisco phone system used by the Recreation & Parks department • Ability for the system to integrate with the Outlook email system used by the Recreation & Parks department • Ability for the system to provide and support a chat functionality with the customers • Ability for the system to provide and support an internal chat functionality with users/Rec and Parks team members • Ability for the system to track and capture audit logs • Ability for the audit logs to be accessed through the system