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Project: Tender20960 - Client Relationship Management Solutions (Crm) . The Rfb Seeks To Establish A Multi-Vendor, Mandatory-Use, Enterprise-Wide Vendor Of Record (Vor) Arrangement For Client Relationship Management (Crm) Solutions And Associated Professional Services, Aimed At Enabling Modern, Integrated, And Data-Driven Client Engagement Across Ontario Public Service (Ops) Entities. The Vor Arrangement Will Provide A Comprehensive Range Of Crm Solutions And Services To Ops And, Optionally, Non-Ops Clients Across The Province Of Ontario. These Offerings Will Include, But Are Not Limited To, Crm Platforms, Implementation Services, Integration With Enterprise Systems, Data Migration, Training, Support, And Strategic Advisory Services. Clients Will Be Able To Access The Crm Vor Arrangement On An “As And When Required” Basis Through A Second-Stage Selection Process, Allowing For Solution And Service Selection Tailored To Their Unique Requirements. Scope Of Work Supply Ontario Is Seeking Proposals To Procure And Implement Modern Crm Solutions That Enhance The Management Of Citizen, Stakeholder, And Partner Interactions, Improve Service Delivery, And Support Data-Driven Decision-Making. The Crm Vor Arrangement Will Allow Ops Entities To Adopt Platforms With Capabilities Such As Case Management, Contact Management, Omnichannel Communications, Workflow Automation, Real-Time Analytics, Ai-Driven Insights, And Integration With Existing Enterprise Applications. The Arrangement Will Also Provide Access To Professional Services To Ensure Successful Deployment, Adoption, And Continuous Improvement. Proponents Are Invited To Submit Proposals For The Provision Of Crm Solutions And Services Across The Following Two (2) Categories: Category 1: Crm Core Solution Includes The Provision Of Enterprise-Grade Crm Platforms And Capabilities, Such As: Case Management And Contact Management Omnichannel Communication And Engagement Workflow Automation And Ai-Powered Insights Real-Time Dashboards And Analytics Integration With Enterprise Systems (Erp, Document Management, Etc.) Security, Compliance, And Scalability For Government Environments Category 2: Professional Services Includes Services Such As: Implementation, Configuration, And Customization Data Migration And Integration Training And Change Management Ongoing Technical Support And Maintenance Strategic Consulting And Optimization Services Proponents May Submit Proposals For One Or Both Categories, With Each Evaluated And Awarded Separately To Enable Flexibility In Vendor Selection. The Term Of The Vendor Of Record (Vor) Arrangement Will Be Five (5) Years With No Extensions. Supply Ontario May, At Its Discretion, Issue Refresh Rfbs During The Term To Add New Vendors. Optional Information Session Date And Time: 25/08/2025, 11:00Am
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