HubSpot CRM Implementation and Integration Services

Pinellas County Business Technology Services (BTS) is soliciting proposals from qualified vendors to provide professional services for the implementation, configuration, integration, and support of a HubSpot-based Customer Relationship Management (CRM) and ticketing platform.

The objective of this RFP is to select a vendor capable of delivering a modern, scalable CRM solution to replace the County’s legacy Customer Access Tracking System (CATS), a custom-built application.

Pinellas County currently utilizes CATS to manage customer interactions, service requests, and case tracking. While functional, the system lacks modern CRM capabilities, integration flexibility, automation, and user experience improvements.

BTS is leading the initiative to transition to a cloud-based CRM platform (HubSpot) that supports enhanced customer service delivery, operational efficiency, and data-driven insights across County departments.

Also, second phase of the project will address CRM integrations to work order systems like Cityworks and complaints systems like Accela.

CATS system has about 50 new cases per month for our county administration support, and there are about 50K historical items, not all of which will be migrated. Initial user count will be about 80 core users and 400 Service Hub only users.