SUBJECT:
title
Approval of a resolution authorizing the President & CEO, or her designee, to finalize and execute a contract with the Texas Department of Information Resources (DIR), to renew Salesforce Marketing and Data Cloud Licensing for a term of one (1) year, in a total amount not to exceed $344,236.
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FISCAL IMPACT:
Funding for this action is available in the FY2025 Capital Budget.
STRATEGIC PLAN:
Strategic Goal Alignment:
☒ 1. Customer ☐ 2. Community
☐ 3. Workforce ☒ 4. Organizational Effectiveness
EXPLANATION OF STRATEGIC ALIGNMENT: The Salesforce Customer Relationship Management (CRM) system allows CapMetro to centrally manage customer information. This will allow CapMetro to build customer service excellence by delivering innovative and continuous solutions to customer 360 needs. This will build CapMetro’s brand reputation as an organization that is easily reachable, listens, and provides value to the community while at the same time providing customer service excellence. Example: Continued effort will enable a targeted outreach to ~250,000 riders across our services or for the improvement of follow-up on Rate My Ride feedback.
BUSINESS CASE: CapMetro has implemented the Salesforce Service Cloud system for customer case management, known as Customer Comment Reports (CCRs). In 2024, CapMetro acquired the Salesforce Data & Marketing Cloud application to aggregate and centralize customer information for tailored outreach and communication and provide customers with a seamless, more personalized, satisfying experience with the CapMetro brand. Salesforce is a customer relationship management (CRM) technology designed to help CapMetro stay better connected to customers, streamline processes, and provide customers and potential customers the best customer experience possible.
COMMITTEE RECOMMENDATION: The item will be presented to the full board on August 25, 2025.
EXECUTIVE SUMMARY: CapMetro has implemented the Salesforce service cloud system for customer case management and Data Cloud to further provide better customer knowledge toward building a customer 360 profile. This contract funds the next phase of our build-out towards Vision 2030, building on the foundational work already completed. CapMetro is expanding the implementation of Salesforce Marketing Cloud to the Data Cloud to aggregate and centralize customer information for tailored outreach and communication, provide customers with a seamless and a more personalized, satisfying experience with the CapMetro brand. CapMetro procured Salesforce technology and implementation services from the State of Texas Department of Information Resources Share Technology Services and this contract award will provide an additional module to support CapMetro’s enterprise customer relationship management strategy.
DBE/SBE PARTICIPATION: A 0% DBE/SBE goal was assigned to this procurement, which did not include subcontract opportunities and was purchased through a cooperative purchasing agreement. This was also procured through an ILA with DIR.
PROCUREMENT: CapMetro will utilize the Texas Department of Information Resources (DIR) Interlocal Contract No. DIR-SS-ILC0030 held by DIR and CapMetro for Shared Technology Services and DIR Contract DIR-CPO-5687, to renew Salesforce Marketing and Data Cloud Licensing for one (1) year.
DIR awarded contracts are made available for use by CapMetro via Title 7, Intergovernmental Relations Chapter 791, Interlocal Cooperation Contracts and The Texas Interlocal Cooperation Act. Purchases made using DIR contracts satisfy otherwise applicable competitive bidding requirements. Texas Government Code, Section 2054.0565 (b) states that DIR Contracts meet competitive requirements for all governmental entities.
The fixed price amount for a one (1) year licensing renewal is as follows:
|
Description |
Amount |
|
Salesforce Marketing and Data Cloud Licensing Renewal |
$344,236. |
RESPONSIBLE DEPARTMENT: Information Technology
body
RESOLUTION
OF THE
CAPITAL METROPOLITAN TRANSPORTATION AUTHORITY
BOARD OF DIRECTORS
STATE OF TEXAS
COUNTY OF TRAVIS
AI-2025-1547
WHEREAS, the Capital Metropolitan Transportation Authority Board of Directors (and/or CapMetro Management) recognize the need to expand the implementation of Salesforce Marketing Cloud to the Data Cloud to aggregate and centralize customer information for tailored outreach and communication, provide customers with a seamless and a more personalized, satisfying experience with the CapMetro brand.
NOW, THEREFORE, BE IT RESOLVED by the Capital Metropolitan Transportation Authority Board of Directors that the President & CEO, or her designee, is authorized to finalize and execute a contract with the Texas Department of Information Resources (DIR), to renew Salesforce Marketing and Data Cloud Licensing for a term of one (1) year, in a total amount not to exceed $344,236.
____________________ Date: ____________________
Secretary of the Board
Becki Ross