State Department Sources Sought: Customer Relationship Management (CRM) Solution

Notice ID: 1019430703

The Bureau of Diplomatic Technology (DT) is seeking input from Authorized Public Sector Resellers regarding their capability to provide market-leading CRM solutions capable of meeting the full breadth of functional requirements outlined. See attachment. State requires access to a platform that is compliant with current Federal security requirements, easy to use, flexible, and scalable, with the ability to configure the system to meet central data reporting requirements while also providing a range of flexible applications, templates, and workflows for meeting the diverse needs of the regional and domestic bureaus and posts around the world.

As further detailed in Part 2, State is seeking to identify capable and interested partners able to provide the products and services meeting State’s CRM requirements and demonstrated experience delivering the ongoing support required to maintain, expand, and upgrade the CRM solution over time for an organization of similar size, scope, and complexity as State.

General Requirements.  Please describe your solution’s ability to meet the following general requirements:

1. The solution shall be a proven Commercial-off-the-Shelf (COTS) software solution (no custom-built solutions) capable of meeting the full range of State requirements within a single integrated platform.
2. The solution shall provide required functionality “out-of-the-box” and employ a user-friendly low-code/no-code user interface to enable nontechnical personnel to customize the solution and keep up with solution feature updates on a regular basis.
3. The solution shall provide best-in-class process management and workflow designs embedded as part of the base solution. Specific required workflows include full student lifecycle management to support training and education use cases; customer contact and event management to support a range of global Public Diplomacy programs and events; and robust knowledge base management to support content development and curation use cases …

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