UNSPSC 80142000: Customer relationship management services

Services related to the management of the process of adding and editing new potential customer data, and editing and maintaining existing customer data.

UNSPSC 80142000 Customer relationship management services is a Class code that encompasses cloud-based CRM platforms, implementation services, and integrated contact management systems that state and local governments deploy to organize customer interactions, track communications, and centralize relationship data across multiple departments and service lines. Recent solicitations reveal demand for both full-featured CRM implementations and specialized solutions—such as physician relationship management, loyalty programs, and leave administration—that manage discrete relationship workflows within healthcare, transit, and human resources domains.

Activity is distributed across a mix of issuing bodies, with Louisville Metro Government, Pinellas County Business Technology Services, the City of Detroit, Great Lakes Water Authority, the City of Tucson, UT Health San Antonio, and the Greater Orlando Aviation Authority each posting recent opportunities under this code. Louisville Metro Government solicited CRM software and implementation services (RFP 270008, due August 14, 2026); Pinellas County sought HubSpot CRM implementation and integration (RFP 260588, due July 14, 2026); and the City of Detroit issued two overlapping procurements for absence leave management—a full RFP (RFP 545405, due June 12, 2026) and a rebid (RFP 5454051, due July 8, 2026)—requiring cloud-native SaaS solutions with real-time API integration. Great Lakes Water Authority posted an RFI for contact and customer relationship management SaaS platforms (REQ0009732, due July 14, 2026), and the City of Tucson established a Master Agreement through the Axia Cooperative purchasing program for AI-powered service automation addressing chatbots and customer service automation (RFP 260218, due July 13, 2026), with an estimated nationwide purchase volume of $25 million. Geographic activity concentrates in Florida, Michigan, Georgia, Oregon, Colorado, and Arizona, with secondary activity in Ohio, Washington, and Texas. Evaluation criteria typically weight implementation capability, technical integration, vendor experience, and pricing equally or with modest bias toward qualifications; Detroit's leave management procurements explicitly award Detroit Equalization Credits of up to 10 points for local business status. Insurance and compliance requirements are consistent across jurisdictions, generally requiring $1 million to $3 million in cyber liability and professional liability coverage, SOC 2 Type II or ISO 27001 certification, and compliance with federal data standards including HIPAA, FERPA, and state privacy laws when applicable.