Washington Electronic Business Solution #RFI 2026-0608

WSDOT - WSF Seeks Modern CRM Solution and Implementation Services

Washington State Department of Transportation (WSDOT) - Washington State Ferries (WSF) is seeking a modern Customer Relationship Management (CRM) solution to unify and enhance its customer engagement capabilities. - Government Buyer: - Washington State Department of Transportation (WSDOT) - Washington State Ferries (WSF) - Products/Services Requested: - Customer Relationship Management (CRM) software solution - Implementation and integration services, including data migration, system configuration, and staff training - OEMs and Vendors: - No specific OEMs or vendors are named in the notice - Notable Requirements: - Consolidation of fragmented customer management systems into a single platform - Unified customer record across all touchpoints - Integrated communications management for improved customer service - Advanced case handling and targeted marketing/communications to segmented customer groups - Broad commodity codes suggest potential needs for communications, marketing, consulting, and management services

Description

WSDOT is seeking to procure a modern Customer Relationship Management (CRM) solution to consolidate the fragmented landscape, providing a single customer record, unified communications management, improved customer service case handling, and the capability to deliver targeted marketing and communications campaigns to segmented customer groups. The project involves procuring a CRM solution for WSDOT - WSF. The response deadline and further details are available on the procurement portal.

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