The Vendor is required to provide expertise, resources, and experience in the provision, implementation, and support of a Microsoft dynamics 365 customer relationship management (CRM) solution that meets the municipality’s operational, technical, security, and services.
- Work includes the planning, design, configuration, implementation, integration(s), testing, and transition to a Microsoft Dynamics 365–based CRM solution, along with initial setup and go-live activities.
- The CRM solution is intended to support consistent customer intake, case and service request management, internal workflows, reporting, and integration with existing municipal systems.
- Mandatory Requirements:
• Core CRM configuration for centralized service request intake
• Case management, routing, escalation, and closure workflows
• Internal and external user access and role-based security
• Standard reporting and dashboards required to support service standards and performance tracking
• Training, go-live support, and post-implementation stabilization
- Expanded automation, AI-enabled features, or advanced analytics
- Connectivity to a Contact Center (i.e. RingCentral or D365 Contact Center)
- Custom product development outside of Microsoft Dynamics 365 platform capabilities
- Primary Stakeholders:
• Residents / Constituents: They will benefit from improved services, better communication, and quicker responses. Ticket number case reference system.
• Local Businesses and Developers: Frequent service users who will benefit from streamlined processes and faster response times.
• Departmental Customer Service Staff: Frontline users of the CRM who manage service requests, complaints and inquiries as well as managing follow ups to ensure customer service ticket closure.
• Corporate Customer Service Staff: Responsible for overseeing customer service standards, performance metrics and CRM adoption.
- Secondary Stakeholders:
• Departmental Staff (Non-Front-Line-Facing): will receive and respond to service requests routed through the CRM and benefit from improved workflows.
• Regional Partners (e.g., Durham Region / myDurham311): Potential collaborators or integration partners for shared information and service delivery models.
• Information Technology (IT): Leads the technical implementation, integration, maintenance and support of the CRM system.
• Communications Team: CRM solution supports public engagement with ability to provide public messaging, branding, customer surveying and event reminders.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: February 23, 2026
