Alberta Gaming, Liquor and Cannabis Commission - Negotiated Request for Proposal - Customer Relationship Management (CRM)

This Request for Proposals (the “RFP”) is an invitation by the Alberta Gaming, Liquor and Cannabis Commission (the “AGLC”) to prospective proponents to submit proposals for Customer Relationship Management (CRM) as further described in Section A of the RFP Particulars (Appendix D) (the “Deliverables”). As part of AGLC’s Customer and IT digital strategies, AGLC is seeking a Customer Relationship Management (CRM) platform to enable efficient customer service and deliver measurable benefits for its stakeholders. AGLC is seeking a complete end-to-end CRM solution to increase efficiency, improve customer service and develop business opportunities. This is AGLC’s first CRM implementation and current CRM functionality is managed through a large assortment of tools, applications, and processes that will be replaced with CRM. This contract will focus on the implementation of a CRM solution, and it is expected that prospective proponents will choose the most appropriate platform to fulfill the requirements of this RFP to complete their proposal. The proponent shall describe their pricing model, including implementation, licensing and partner costs. AGLC has prioritized Self-Exclusion, its self-service application that allows participants to voluntarily give up gaming access, and call centre functionality for the initial CRM implementation with a view to implementing further capabilities over the life of the contract.