SAM #377372

ABMC Solicits Freshworks (or Equal) ESM Platform, Licenses, Implementation, and Maintenance

The American Battle Monuments Commission (ABMC) is seeking a consolidated, cloud-based enterprise service management (ESM) platform to replace its current ITSM system, with a preference for Freshworks or an equivalent solution. - Government Buyer: - American Battle Monuments Commission (ABMC), an independent federal agency - OEMs and Vendors: - Freshworks (primary OEM for ESM platform) - Microsoft (integration required with Microsoft 365 E5 and Entra ID) - Products/Services Requested: - Freshservice Pro Agent licenses (12 base year, 12 annually in option years) - Freshservice Business Agent licenses (70 total: 15 base year, 55 base year, 70 annually in option years) - Freshdesk Pro Agent licenses (10 base year, 10 annually in option years) - Freddy AI licenses (12, optional) - Professional services for ITSM foundation, migration, workflow development, configuration, and training - Professional services for operations, finance, administration, collections, and cemetery integrations - Optional consulting and configuration services for enhancements and new workflows - Operations and maintenance support for the platform - Unique or Notable Requirements: - Platform must support approximately 550 internal users and agents, and manage 2,500 assets - Must provide standardized customer and enterprise case management, consistent intake and routing, SLA management, reporting, automation, and role-based access control - Integration with Microsoft 365 E5 and Microsoft Entra ID is mandatory - Secure public-facing intake for media and historical service inquiries - Enterprise-grade auditability and data governance - Phased implementation with professional services for configuration, migration, and workflow setup - Support for global operations, including US and overseas locations, and integration with multiple ABMC offices and cemetery sites - Base year plus four option years for licensing and support, with some CLINs having specific periods of performance

Description

This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued.

Solicitation number 337372 is issued as a request for quotation (RFQ) for a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise service management (ESM) platform, or equal, to replace its existing ITSM solution and implement standardized customer and enterprise case management capabilities across the agency. 

The solution must support approximately 550 internal users and designated agents, public media and historical service inquiries, and enable consistent intake, routing, Service Level Agreement (SLA) management, reporting, automation, and role-based access control. The platform must integrate with Microsoft 365 E5 and Microsoft Entra ID, support secure public-facing intake where required, and provide enterprise-grade auditability and data governance. 

This requirement is issued on a brand name, or equal, basis for the Freshworks platform. ABMC has determined that limiting competition is appropriate and the supporting rationale is documented and maintained in the contract file.. See attached Performance Work Statement for complete details.

This acquisition is not set-aside for small business concerns. This solicitation incorporates provisions and clauses by reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.

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Questions are due no later than end of day, Tuesday, June 23, 2026. Questions submitted after this date may be considered; however, the Government does not guarantee a timely response.

Quotes are due no later than end of day, Friday, July 10, 2026, to youngj.ctr@abmc.gov.

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