Project Overview

The State of Tennessee, Department of Treasury is exploring options for a modern Customer Relationship Management (CRM) platform that can serve as a centralized system for managing interactions with constituents, legislators, and other government agencies. This is a Request for Information (RFI) intended to gather market input and shape a future procurement, not to award a contract at this stage.

The Department is seeking insight into scalable, user-friendly CRM solutions that can improve communication, case handling, reporting, and overall operational efficiency for approximately 100 internal users.

Scope of Work (Requirements)

Vendors are asked to provide detailed information on CRM solutions that support the full lifecycle of customer engagement, including:

• Contact Management: Centralized contact records with custom tags, affiliations, history tracking, and archiving
• Case & Task Management: Task creation, assignment, escalation, prioritization, collaboration, and full activity history
• Search, Reporting & Dashboards: Advanced search across contacts and tasks, custom reports, dashboards, and analytics
• Workflow & Communications: Configurable workflows, email integration, alerts, notifications, and collaboration tools
• Mobile Access: Full functionality via mobile devices, including real-time notifications
• Customer Feedback: Built-in satisfaction surveys with reporting and dashboards
• System Administration: Role-based access, permissions, audit logs, configurable fields, and layouts
• Integrations: Seamless integration with Microsoft 365 / Outlook
• Security & Compliance: Protection of PII, encryption, access controls, audit trails, ADA and WCAG 2.1 AA compliance

Respondents are also asked to outline implementation approach, timelines, training, support, and pricing structures.

Key Dates

• RFI Issued: January 6, 2026
• Notice of Intent to Respond Due: January 13, 2026
• Questions Deadline: January 20, 2026
• State Responses to Questions: January 30, 2026
• RFI Response Due: February 13, 2026 (2:00 PM CT)
• Optional Oral Presentations (if scheduled): March 9–12, 2026

The State may adjust the schedule at its discretion.

Budget

No fixed budget is disclosed. 

Why This Is a Great Opportunity

This RFI is a strong opportunity for CRM software providers, SaaS vendors, and systems integrators with experience serving government or regulated environments. It offers early visibility into a potential statewide CRM procurement and a chance to influence requirements before a formal RFP is released. Vendors with strengths in case management, public-sector security, Microsoft ecosystem integrations, and accessibility compliance will be particularly well aligned.

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