TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: Salesforce CRM License Expansion to Support Districtwide Customer Service Operations
ACTION ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider authorizing the General Manager to execute the amendment to District's existing agreement with Carahsoft to expand Salesforce CRM licensing from 100 to 170 licenses to support rider customer service needs, enhance customer engagement capabilities, and ensure continued delivery of efficient, reliable, and responsive customer support services.
Staff Contact:
Ahsan Baig, Chief Information Officer
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Infrastructure Modernization
This action directly supports AC Transit's strategic priorities of Customer Experience, Operational Efficiency, and Data-Driven Decision-Making by expanding access to the District's enterprise CRM platform, enabling faster and more coordinated responses to customer needs.
The Salesforce CRM platform serves as the District's centralized customer engagement system, supporting customer service, case management, communications, workflow automation, reporting, and customer analytics. Expanding licensing capacity will ensure that staff across multiple departments can effectively manage customer interactions, improve service responsiveness, and support continuous improvement initiatives.
BUDGETARY/FISCAL IMPACT:
The District currently maintains 100 Salesforce Public Sector Foundation (PSF) licenses. Following successful implementation of the Salesforce CRM platform and expanded adoption across District departments, staff has identified a need for approximately 155 active users. To accommodate current demand and future operational growth, Salesforce and Carahsoft have proposed a licensing package that expands the District's capacity to 170 licenses.
The proposed annual renewal and license...
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