Customer Relationship Management Platform

Agency:	State Government of Tennessee
State:	Tennessee
Type of Government:	State & Local
NAICS Category:	511210 - Software Publishers 541511 - Custom Computer Programming Services 541512 - Computer Systems Design Services 541611 - Administrative Management and General Management Consulting Services 541613 - Marketing Consulting Services 541618 - Other Management Consulting Services
Posted Date:	Jan 13, 2026
Due Date:	Feb 13, 2026
Solicitation No:	RFI?30901-64526
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Bid Documents:	Please Login to View Page

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STATE OF TENNESSEE

DEPARTMENT OF TREASURY

REQUEST FOR INFORMATION

FOR

CUSTOMER RELATIONSHIP MANAGEMENT PLATFORM

RFI # 30901-64526

Issued January 6, 2026

STATEMENT OF PURPOSE:

The State of Tennessee, Department of Treasury (“Department”) issues this Request for Information

(“RFI”) for the purpose of soliciting information to assist the Department with a potential procurement

for a comprehensive, scalable, and user-friendly Customer Relationship Management (CRM)

solution to serve as a centralized platform for managing all constituent, legislator, and other agency

interactions. The goal is to streamline communication, enhance service delivery, and improve

operational efficiency through a modern, integrated solution that supports the full lifecycle of

customer engagement. It is anticipated that there will be approximately 100 users within the

Department of a solution. The desired CRM solution should provide capabilities including:

• Contact Management: Search, create, edit, and archive contacts; associate custom

affiliations/tags and data fields; and view all related service tickets and interactions.

• Case/Task Management: Create and manage tasks involving multiple contacts; assign to

individuals or groups; track activity history; and support collaboration, prioritization, and

escalation.

• Advanced Search & Reporting: Perform full-text searches across task details; generate custom

reports and dashboards based on tags/affiliations, performance metrics, and satisfaction scores.

• Workflow & Communication Tools: Customizable workflows, send and associate emails with

cases, and enable in-app, email, and mobile notifications for due or overdue items.

• Mobile Accessibility: Full CRM functionality via mobile devices, including ticket creation/editing

and real-time notifications.

• Customer Engagement: Send satisfaction surveys, with results integrated into dashboards and

reports.

• System Administration: Manage roles and permissions, configure fields and layouts, maintain

audit logs, and integrate seamlessly with Microsoft 365 Outlook.

We appreciate your input and participation in this process.

1. BACKGROUND:

The Department provides services to all Tennesseans through public-facing programs, including,

but not limited to, the Tennessee Consolidated Retirement System (administration and

investments); Deferred Compensation; Division of Claims and Risk Management; Unclaimed

Property; College Savings; Achieving a Better Life Experience and Tennessee Financial Literacy

Commission. Regarding these programs and other services provided by the Department, the

RFI 30901-64526

Page 1 of 6

Department receives inquiries from the public, including from the state legislature and other

governmental entities, that require resolution. In 2024, the Department received approximately

two hundred fifty (250) inquiries or tasks that required attention, monitoring, and resolution.

A brief description of the Department’s public-facing programs is as follows:

The Tennessee Consolidated Retirement System (“TCRS”) is a public employee retirement

system comprised of defined benefit pension plans covering four (4) large groups of public

employees: K-12 public school teachers, higher education employees, state employees, and local

government employees. The Department is responsible for the administration of the retirement

system as well as the investment of retirement system assets.

The Department manages the State’s deferred compensation programs for K-12 public school

teachers, higher education employees, state employees, and local government employees

through the State’s 401k, 457, Optional Retirement Plan (ORP), and 403(b) plans.

The Division of Claims and Risk Management investigates and adjudicates claims filed against

the State and State employees for causes of action such as negligence and breach of contract.

The Division also administers the State’s Criminal Injuries Compensation Program that provides

compensation to crime victims, the Workers Compensation program and Insurance Risk

management.

The Division of Unclaimed Property attempts to return unclaimed property (money, securities or

other personal property turned over to the State by businesses and organizations) to its rightful

owners.

The College Savings Program, also known as TNStars®, offers and maintains a §529 college

savings plan that allows families to save for higher education expenses, such as tuition; room and

board; equipment; and supplies.

The Achieving a Better Life Experience (“ABLE”) Program is a program designed to help

individuals with disabilities save and invest money to pay for qualified disability expenses, such

as housing, education, medical care, and transportation.

The Tennessee Financial Literacy Commission provides innovative educational resources to

Tennessee schools and families with the mission to improve the lives of Tennesseans.

For more information about these programs, as well as other programs managed by the

Department, please refer to the Department’s Annual Report found here:

https://treasury.tn.gov/Explore-Your-TN-Treasury/About-the-Treasury/Department-Reports.

2. COMMUNICATIONS:

2.1. Please submit your response to this RFI via e-mail at dawn.rochelle@tn.gov by no later

than the Response Deadline date specified in Section 3. In the event your response with all

attachments and supporting documentation will exceed 15 megabytes in total, please place

the documents in a zip file or make two or more submissions such that the documents per

e-mail submission do not exceed 15 megabytes.

2.2. Please feel free to contact the Department with any questions regarding this RFI. The main

point of contact will be:

Dawn Rochelle, Procurement Coordinator

Tennessee Department of Treasury

Telephone: (615) 253-8770

Email: Dawn.Rochelle@tn.gov

2.3. Please reference RFI # 30901-64526 with all communications to this RFI.

RFI 30901-64526

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2.4. Notice of Intent to Respond

Prospective Respondents should submit a Notice of Intent to Respond (in the form of a

simple e-mail) to the Procurement Coordinator (identified above) prior to the Notice of Intent

to Respond Deadline, detailed in the Section 3 Schedule of Events, of this RFI. Such notice

should include the following information:

• the business or individual’s name (as appropriate);

• a contact person’s name and title; and

• the contact person’s mailing address, telephone number, and e-mail address.

A Notice of Intent to Respond creates no obligation and is not a prerequisite for

submitting a response, however, it is necessary to ensure receipt of any RFI

amendments or other notices and communications relating to this RFI.

2.5. Written Questions and Comments

If you have any questions or comments concerning this RFI, you are required to e-mail

them to the Department’s Procurement Coordinator identified above in Section 2.2 by no

later than the Written Questions and Comments Deadline detailed in Section 3, Schedule of

Events, of the RFI.

The State will e-mail its responses to written questions and comments to prospective

Respondents from whom the State has received a Notice of Intent to Respond as indicated

in RFI Section 2.4. above and on the date detailed in RFI Section 3, Schedule of Events.

The State will also post a copy of the amendment to the following website:

https://www.tn.gov/generalservices/procurement/central-procurement-office--cpo-/supplier-

information/request-for-proposals--rfp--opportunities1.html

2.6. Optional Oral Presentations

If the Department determines it beneficial to the Department, the Department will give all

entities that submit responses to this RFI the opportunity to participate in an optional oral

presentation. Participating in the oral presentations is not mandatory. Presentations will be

conducted remotely via web conference, hosted by the State via Microsoft Teams. Oral

presentations provide an opportunity for Respondents to explain and clarify their responses.

Each presentation should be limited to one (1) hour.

If the Department determines that the optional oral presentations would be beneficial, the

Department’s Procurement Coordinator will schedule Respondent presentations during the

period indicated in Section 3, Schedule of Events, of this RFI. Otherwise, no oral

presentations will be allowed or heard by the Department.

RFI 30901-64526

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3. RFI SCHEDULE OF EVENTS:

EVENT

1. RFI Issued

TIME

DATE

(Central Time (all dates are State

Zone)

business days)

January 6, 2026

2. Notice of Intent to Respond

January 13, 2026

Written Questions and Comments

Deadline

State’s Response to Questions and

Comments

5. RFI Response Deadline

Scheduling of Optional Oral Presentations

(if determined to be beneficial to the State)

Optional Oral Presentations (if determined

to be beneficial to the State)

2:00 p.m.

January 20, 2026

January 30, 2026

February 13, 2026

March 2, 2026

March 9 – 12, 2026

The Department may, at its sole discretion, adjust the RFI Schedule of Events as it

deems necessary. Any adjustment to the Schedule of Events will be communicated via e-

mail by the Department to prospective Respondents from whom the State has received a

Notice of Intent to Respond (refer to Section 2.4).

4. GENERAL INFORMATION:

4.1. Please note that responding to this RFI is not a prerequisite for responding to any future

solicitations related to this project and a response to this RFI will not create any contract

rights. Responses to this RFI will become property of the State.

4.2. The information gathered during this RFI is part of an ongoing procurement. In order to

prevent an unfair advantage among potential respondents, the RFI responses will not be

available until after the completion of evaluation of any responses, proposals, or bids

resulting from a Request for Qualifications, Request for Proposals, Invitation to Bid or other

procurement method. In the event that the state chooses not to go further in the

procurement process and responses are never evaluated, the responses to the

procurement including the responses to the RFI, will be considered confidential by the

State.

4.3. The State will not pay for any costs associated with responding to this RFI.

RFI 30901-64526

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5. INFORMATIONAL FORMS:

The State is requesting the following information from all interested parties. Please fill out the

following forms:

RFI # 30901-64526

TECHNICAL INFORMATIONAL FORM

1. RESPONDENT LEGAL ENTITY NAME:

2. RESPONDENT CONTACT PERSON:

Name, Title:

Address:

Phone Number:

Email:

3. Describe your experience providing similar scope of services/products.

4. Describe how to create and manage tasks within your solution, including how to edit an existing

task, view task history, assign task to an individual, and prioritize/ escalate high-priority tasks.

5. Describe how your solution creates/captures, manages and provides the ability to search/report

on contact information in the solution. Include how duplicate contacts can be merged and

managed within the solution.

6. Describe how your solution provides custom tags and/or affiliations to contacts (ex: legislator) and

ability to archive the custom tags and/or affiliations (ex: retiring legislator).

7. Describe how your solution can search and retrieve all service tickets/tasks associated with a

single custom tag and/or affiliation (ex: legislator)

8. Describe the solution’s search capabilities for the details of tasks and contacts including word and

phrase searches within specific date ranges.

9. Describe the different methods (ex: webform) a task can be created in your solution including the

licenses required to create a task.

10. Explain how your solution can be customized to capture customized fields for a task.

11. Explain how workflows are customized in the solution including assignment to a user group or

individual, escalation of a priority task, types of alerts that can be implemented and collaboration

on a task at the task or contact level.

12. Describe how attachments are associated with a task in the solution, including what capabilities

exist for versioning, and editing of an attachment.

13. Describe the solution’s ability to integrate with MS Office 365, including the ability to associate an

e-mail with a task, send and receive e-mails for a task, and retain all e-mails concerning a task.

14. Describe the standard dashboards available in the solution out-of-the-box or turn-key and the

ability to create customized dashboards.

15. Describe what notifications are built into the system and how the notifications can be customized

to various task status, workflow steps, etc.

16. Describe the reporting and analytics for contacts and tasks in the solution and the ability to

generate custom reports and analytics. Include permissions and skill set needed for report

RFI 30901-64526

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This page summarizes the opportunity, including an overview and a preview of the attached documents.

Document ID & Hyperlink:	RFI 30901-64526
Event Start - Response Due:	01/06/2025 02/13/2025
Event Name:	Customer Relationship Management Platform
Last Updated:

Customer Relationship Management Platform

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