Description
The Department of Veterans Affairs is seeking information from qualified vendors to support the development of an enterprise customer relationship management application. The effort involves consolidating and standardizing VA contact center Customer Relationship Management (CRM)s across the entire VA enterprise. The consolidated CRM will be built on the Salesforce platform, and the project includes operating and maintaining existing Microsoft Dynamics and Salesforce-based CRMs, as well as designing, developing, and launching the new enterprise CRM.
Key aspects of the project include:
• CRM sustainment and modernization
• Consolidation of multiple legacy CRM solutions into a unified enterprise CRM
• Integration with the Contact Center as a System (CCaaS)
• Change management and training for call center CRM rollouts
• AI-assisted development and testing
• Enterprise change, modernization, and large-scale workflow redesign
The project is expected to be complex, with multiple lines of business and hundreds of call types supported.