UNSPSC 43232303: Customer relationship management CRM software

Software to manage customer interactions.

UNSPSC 43232303 Customer relationship management CRM software, Commodity tier, encompasses cloud-based and SaaS platforms that state and local governments deploy to centralize constituent, customer, and stakeholder data while automating communications, service requests, workflows, and reporting. State and local buyers use this code to solicit integrated CRM systems spanning citizen engagement, service-case management, donor and alumni tracking, event and venue coordination, utility customer billing, and specialized functions such as physician referral management and leave administration—often bundling implementation, configuration, data migration, and ongoing support with the software subscription itself.

Issuing bodies span counties, cities, school districts, utilities, colleges, and transit authorities across multiple states. Recent opportunities show sustained demand from Florida jurisdictions (Valencia College for ITSM/CSM integration, the City of Holly Hill for utility billing, Collier County for destination marketing, Pinellas County for legacy-system replacement); state agencies (Georgia for legal and contract software, Washington State Office of Superintendent of Public Instruction for special education IEP platform management); and regional utilities (Great Lakes Water Authority, Orlando Utilities Commission for procurement automation and supplier management). Transit and event-venue operators have also competed for venue scheduling and event management platforms (Jacksonville Transportation Authority for autonomous-vehicle pilot support systems, Okaloosa County for multi-facility event management, Mt. San Antonio College and Town of Parker for ticketing and event coordination). Geographic activity is concentrated in Florida and California, with secondary demand in Washington, Georgia, Texas, Michigan, and Colorado. Representative recent solicitations include Valencia College's RFI 202605 (October 2026) for an integrated ITSM and customer service management platform with AI chatbot and asset-management capability, response due August 26, 2025; Salt Lake County Health Department RFP HEA134676 (October 2026) for a customizable CRM and workflow system supporting 200 configurable fields and 5,000-record databases, proposals due November 4, 2026; the City of Pittsburgh RFI 2026RFI089 (October 2026) requesting scope and cost for a 311 multi-channel citizen service consolidation platform with real-time analytics and AI integration, due June 18, 2026; Hillsborough County Public Schools RFP 26112RFPEST (September 2026) for a comprehensive student assessment and digital platform serving 200,000–225,000 students with data migration and LMS integration, proposals due April 10, 2026; and the City of Fort Worth RFP 260263 (August 2026) for an AI-based Interactive Voice Response solution unifying resident and staff-facing services across voice, chat, SMS, and outbound channels with 30% small-business participation requirement, proposals due October 22, 2026. Sole-source and single-vendor designations appear regularly (iDSS Cyclone for Collier County destination marketing, Blackbaud for Salt Lake City School District fundraising, ReadyRosie for Hillsborough County Head Start), reflecting lock-in on established platforms and vendor-specific data continuity arguments.