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CITY OF SANTA ANA <br />completion, and view "after work" photos of the completed issue either inside the app or sent <br />as an attachment in an e-mail status update. <br />9. Provide improved reporting, monitoring and analytic capabilities with visual indicators to City <br />management, thus generating insight into common customer issues and City delivery and <br />response times. <br />10. Provide CRM Applications user training for system users, department leads, and IT support <br />staff. Provide additional technical and functional training to IT team to manage future <br />Applications support. <br />11. Provide ongoing support and maintenance of the system based on an annual fee. <br />B. Additional Requirements <br />The items listed in the "Functional Requirements Matrix" (ATTACHMENT 1) are additional <br />requirements that the City believes would help improve the implementation and the CRM <br />system adoption. The City would like to have these items addressed in the proposal to <br />determine if the Vendor can provide the functionality. A responsive proposal must include <br />the entire Functional Requirements Matrix document with a response for each item listed <br />(Yes, No or Partial, and any additional Vendor comments about that item). Proposals <br />without the Functional Requirements Matrix will be deemed nonresponsive and will <br />not be accepted. <br />City of Santa Ana RFP No. 24-099A Page 17 of 50 <br />