City of San José

The buyer is seeking a system integrator to implement an enterprise-wide Salesforce CRM solution. The project aims to enhance customer experience, streamline business processes, and consolidate customer information across city departments. The implementation will include modules for case intake, routing, self-service portal, mobile access, workflow management, reporting, and identity management. The buyer requires a solution that supports multiple languages, integrates with existing systems, and leverages AI capabilities.

• 1/7/2025 - Pre-Proposal Conference
• 1/14/2025 - Deadline for Questions and Objections
• 1/28/2025 - Proposal Due Date

• Previous experience implementing Salesforce Service Cloud for municipalities
• Experience using Java technical stack with preference for AngularJS
• Ability to configure Salesforce with minimal custom code

• Implement Salesforce CRM system across multiple city departments
• Design and implement case intake, routing, and self-service portal modules
• Integrate with existing city systems and databases
• Provide project management and oversight for implementation
• Configure system to support multiple languages and accessibility requirements
• Implement identity management and security features
• Develop custom reports and dashboards
• Provide training and knowledge transfer to city staff
• Ensure compliance with city IT and security policies
• Implement AI-powered knowledge base and chatbot capabilities