HubSpot CRM Implementation and Integration Services

Pinellas County Business Technology Services (BTS) is soliciting proposals from qualified vendors to provide professional services for the implementation, configuration, integration, and support of a HubSpot-based Customer Relationship Management (CRM) and ticketing platform. The objective of this RFP is to select a vendor capable of delivering a modern, scalable CRM solution to replace the County’s legacy Customer Access Tracking System (CATS). The project includes replacing the legacy CATS system, centralizing customer data, enabling omnichannel communication tracking, implementing case and ticket lifecycle management, automating workflows and service processes, and providing reporting, dashboards, and analytics. The selected vendor will provide a fully functional HubSpot CRM and ticketing solution, configure the system to meet County requirements, migrate legacy data, and provide training and support. • Replace the legacy CATS system with a fully functional HubSpot CRM and ticketing solution • Centralize customer/constituent data across departments • Enable omnichannel communication tracking (phone, email, web, chat) • Implement robust case and ticket lifecycle management • Automate workflows and service processes • Provide reporting, dashboards, and analytics • Integrate with existing County systems • Complete initial delivery by end of 2026 • All work anticipated to be completed remotely