Description
Washington State Ferries (WSF) is seeking vendor input on a modern, enterprise‑grade Customer Relationship Management (CRM) platform to replace a fragmented set of legacy systems and provide a single, unified view of each customer. The solution must support omnichannel communications, case and service request handling, marketing campaign management, real‑time integration with existing ticketing, fare‑card, and financial systems, and robust analytics and reporting. WSDOT intends to license and operate its own tenant and will later issue a formal RFP based on the market feedback gathered through this RFI.
• Consolidate multiple data sources (VRS, Galaxy, ORCA, Good‑To‑Go!, Great Plains, etc.) into a single customer record.
• Deliver omnichannel support (email, phone, SMS, social media) with case management, SLA tracking, and audit logging.
• Provide segmentation, analytics, and multi‑channel marketing/campaign tools, plus high‑volume alert delivery.
• Offer standards‑based APIs (REST) for real‑time integration, data migration from the legacy “custco” database, and future third‑party extensions.
• Meet non‑functional requirements: ≥ 99.9 % availability, WA‑Gov SSO authentication, PCI‑DSS compliance for payment data, WCAG 2.1 AA accessibility, and multi‑environment (dev/test/prod) hosting options.