Freshworks Licenses, Implementation, and Maintenance

This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued.

Solicitation number 337372 is issued as a request for quotation (RFQ) for a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise service management (ESM) platform, or equal, to replace its existing ITSM solution and implement standardized customer and enterprise case management capabilities across the agency. 

The solution must support approximately 550 internal users and designated agents, public media and historical service inquiries, and enable consistent intake, routing, Service Level Agreement (SLA) management, reporting, automation, and role-based access control. The platform must integrate with Microsoft 365 E5 and Microsoft Entra ID, support secure public-facing intake where required, and provide enterprise-grade auditability and data governance. 

This requirement is issued on a brand name, or equal, basis for the Freshworks platform. ABMC has determined that limiting competition is appropriate and the supporting rationale is documented and maintained in the contract file.. See attached Performance Work Statement for complete details.

This acquisition is not set-aside for small business concerns. This solicitation incorporates provisions and clauses by
reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.

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Questions are due no later than end of day, Tuesday, June 23, 2026. Questions submitted after this date may be considered; however, the Government does not guarantee a timely response.

Quotes are due no later than end of day, Friday, July 10, 2026, to youngj.ctr@abmc.gov.