Specifications include, but are not limited to: The City of Buffalo is seeking to replace or update its current 311 Customer Relationship Management (CRM) software with a commercially available, cloud-based CRM Solution. The City would prefer a solution that utilizes the Software-as-a-Service model (SaaS). The CRM Solution will modernize customer interactions, improve the customer service experience for constituents, and strengthen the multiple ways constituents of Buffalo, NY interact with the Division of Citizen Service's 311 Call and Resolution Center. The CRM solution will be used by various City departments to intake and track the resolution for hundreds of service request configurations and must also include a bi-directional interface with the City of Buffalo’s legacy systems via an Application Programming Interface (API). The selected Offeror will be responsible for providing a turnkey CRM solution, including licensed software, implementation inclusive of any needed customization and interface development, training, maintenance and technical support. The City would also prefer an Evergreen upgrade model included in the annual cost.
