Sacramento County has put out a bid for a vendor to advise the county on the integration of new technology into its Customer Relationship Management system and 311 Communications Center.
Sacramento County wants to use its new Oracle Service Cloud subscription to log interactions with internal and external customers through county call centers, through a customer-facing Web portal, customer service email interactions and other work performed within the call center.
"The County wants to replace the current Customer Relationship Management (CRM) customer service system in use by the County," an RFP released Aug. 24 explains.
Currently Sacramento County uses Lagan as the customer service system and contact database for its main call center operations.
The RFP is seeking a vendor to be onsite periodically and/or remotely available for the duration of the system integration in order to advise and educate the county on topics such as software integration, customer interaction management, the customer self-service portal, reports and dashboards, and other functionality.
A bidder's conference is scheduled for Sept. 13 at County of Sacramento, Contract and Purchasing Services at 9660 Ecology Lane, beginning at 2 p.m.
For more information, visit the Sacramento County website.
