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, to renew Salesforce Service Cloud Licensing, for a term of one (1) year, in a total amount not to exceed $500,305.
end
FISCAL IMPACT:
Funding for this action is available in the FY2026 Operating Budget.
STRATEGIC PLAN:
Strategic Goal Alignment:
? 1. Customer ? 2. Community
? 3. Workforce ? 4. Organizational Effectiveness
EXPLANATION OF STRATEGIC ALIGNMENT: Salesforce Service Cloud supports CapMetro's customer experience strategy by providing a centralized platform for managing rider inquiries, complaints, and service requests. The system enables Customer Care representatives to efficiently track, respond to, and resolve customer issues across multiple channels, improving service responsiveness and accountability.
The platform also improves organizational effectiveness by consolidating customer interaction data into a single system of record, enabling analytics, reporting, and operational insights that support continuous improvement in service delivery.
BUSINESS CASE: Salesforce Service Cloud is the primary platform used by CapMetro's Customer Care team to manage customer inquiries, complaints, and service requests related to transit operations. This annual renewal ensures continued access to the agency's centralized customer service platform, which enables staff to track, manage, and resolve rider cases submitted through phone, web, and other communication channels.
As part of this renewal, CapMetro reviewed system utilization and optimized license allocations, reducing the number of Service Cloud user licenses from 200 to 140. This right-sizing effort aligns system capacity with actual operational needs while maintaining full support for Customer Care operations. Renewing the platform ensures continuity of service, preserve...
Click here for full text