SUBJECT:
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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 ...
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