Customer Relationship Management Software

This Request for Proposals (the “RFP”) is an invitation by the City of Peterborough (the “City”) to prospective proponents to submit proposals for the Customer Relationship Management (CRM) Software, as further described in Section D.1 of the RFP Particulars (Appendix D) (the “Deliverables”).

The City of Peterborough is a municipality of approximately 84,000 citizens 125 kilometers northeast of Toronto. Through this RFP, the City is seeking to retain the software and services of an established vendor to provide a CRM software system that provides citizen contact management, the ability to process service requests through multiple channels, provides a knowledge base to citizens and support customer service staff, integrates with other City tools, and provides robust reporting on service levels and Key Performance Indicators (KPIs). The City intends to implement a CRM solution in phases that starts with implementing base features for Service Peterborough and Public Works as a first phase, then moving on to advanced features or other business units in future phases. The scope of this project is Phase 1.