New service · For any organization
A tailored case-and-request management platform paired with the change-management practice that determines whether it actually gets adopted.
Per-organization SaaS pricing (no seat counting). Integration-first architecture that works with the systems your organization already runs. Full data and architecture portability. And a 90-day Pilot Risk-Reversal that lets you walk away with your work product at half the cost if we are not the right fit. Built for federal agencies, state and local government, commercial enterprise, and small business.
The problem
Most teams pick from a short list of packaged CRMs with per-seat pricing that become budget-prohibitive as adoption grows, or commission heavy custom builds that take years and never ship the change-management work. Neither option fits an organization that wants to actually move.
Option A
Seat counts grow as you bring departments, partner agencies, and field crews onto the platform. The line item that looked reasonable in Year 1 doubles by Year 3. Teams ration access to control cost, which kills the adoption the platform was bought to drive.
Option B
Multi-year vendor engagements that produce a custom system but skip the operational change-management work. The platform goes live, the people who were supposed to use it do not, and the budget for the next phase pays for adoption work that should have been included.
The third option
The AC5 Labs CRM platform is the option clients want when they discover the first two do not exist on their terms. Per-organization SaaS so adoption is a feature, not a budget event. Integration-first so you do not rip out working systems. Change management included so the platform actually gets used.
What the platform delivers
The platform groups around four audiences: end users (residents, customers, constituents, patients, students, beneficiaries, depending on your sector), operators who run the intake and triage queue, field responders who close cases out, and administrators who configure the system. Integration and analytics run across all four. AI Assist is optional and disable-able at any time.
Public web and mobile portal for residents, customers, constituents, patients, students, or partners to submit, track, and update requests or cases. Anonymous and authenticated submission both supported.
Web, phone (via telephony integration), SMS, email, social media (configurable), and chat. A single inbound queue normalizes the channel-of-record per request.
In-application translation for the public portal and operator console so language is not a barrier between your end users and your staff.
Automated status updates through email, SMS, and portal. Threshold notifications for aging cases. Geofenced notifications where geography matters. Mass-message distribution by area, segment, or category.
Intake, routing, escalation, status, history, search, duplicate detection, case relationships, reassignment, pause and hold for prerequisites, and a full audit trail.
Customer search, history view, case entry, triage, and comprehensive search by address range, tag, segment, or attribute. Results render as map, table, or filterable list.
Internal and external knowledge articles with versioning. Updatable by your administrators without vendor involvement.
Integration with ESRI ArcGIS Online and your existing geographic data. Multiple map layers. Plot cases as points or heat maps. Useful for any organization with a spatial footprint (cities, utilities, real estate, logistics, multi-site enterprises).
Parent-child case relationships, subtasks with their own assignment and status, and configurable rollup of status to the parent case.
Native iOS and Android app for field workers, technicians, or response teams to view assigned cases, update status, attach photos, reassign, and resolve. Offline mode caches cases and syncs on reconnect. Designed to coexist with paper-based ticketing where departments need to retain it.
Backend configuration of users, departments, case types and subcategories, workflows, dashboards, and environments. No-code interface with bulk add, modify, and remove. Read-only admin profile for audit and review users.
SSO, MFA for administrative accounts, role-based access control, unlimited configurable security groups, and self-service password reset.
Configurable accounts for partner agencies, contractors, vendors, dealers, or affiliated organizations with department-scoped visibility and audit logging.
In-house real-time and historical reporting with export to PDF, Word, and Excel. Public-facing dashboards for executives, board members, elected officials, or any external audience. Open REST API for downstream BI tools.
REST API and webhook framework with documented endpoints, sample requests, output formats (JSON, CSV, XML), authentication, headers, and a full data dictionary.
Image recognition for end-user-submitted photos with automatic categorization and a proposed case. Portal chatbot for basic triage before handoff to an operator. Optional, disable-able at any time without affecting any other functionality, and your data is never used to train vendor models.
What makes this different
Each of the six is a deliberate departure from how most CRM and case-management contracts are structured. They are written into the SOW, not the marketing site.
01
A single annual subscription covers every employee, every external partner, every executive or elected-official staffer, and every end user. Adoption growth is a feature, not a budget event.
02
The platform is built around your organization’s actual shape (departments, partner agencies, customer segments, geographic or product lines) rather than asking you to fit a platform’s defaults.
03
Where you already have a working application (GIS layers, telephony, mass notification, knowledge base, work-order systems, ERP or finance platforms, identity provider), we integrate. No rip-and-replace required.
04
You own the data and the data dictionary throughout and after the engagement. The architecture is documented and you can take everything to a different vendor at any time.
05
We bring MBA-level operations training, Lean Six Sigma Black Belt practice, and direct leadership experience inside multi-thousand-employee organizations. The practice of getting people to actually use a new system is included in the engagement, not a billable upcharge.
06
Every engagement starts with a 90-day Pilot Phase. If you decide we are not meeting expectations, we refund 50% of Pilot Phase fees and transition out cleanly within 30 days. All Pilot work product remains your property at no additional cost.
Technical posture
The platform is built for organizations that care about uptime, accessibility, security, and the ability to leave. Everything below is contractual.
| Hosting | Cloud-native SaaS, continental U.S. data centers only |
|---|---|
| Uptime SLA | 99.99% with a documented credit schedule for missed targets |
| Accessibility | WCAG 2.1 Level AA, verified by independent annual audit |
| Compliance | Section 508 ADA across web, mobile, and components |
| Security | Secure SDLC, annual independent external and internal penetration tests |
| Backups & recovery | Continuous backups with point-in-time recovery, 24-hour breach notification |
| Identity | SSO, MFA, role-based access, unlimited configurable security groups |
| GIS support | ESRI ArcGIS Online integration, .geojson, .dbf, .shp, .gdb formats |
| Open API | REST API with documented endpoints, sample requests, full data dictionary |
| AI posture | AI runbook documented, your data never used to train vendor models, opt-out at any time |
Pricing model
Specific dollar amounts are quoted at the engagement stage because they depend on organization size, integration count, and module scope. The shape below holds across engagements and is the structure we put in every SOW.
| Implementation fee | One-time, fixed-price Includes project management, integration development, data conversion, training, solution testing, modifications, change management, and audit kickoff. |
|---|---|
| Annual subscription | SaaS, priced per-organization A single fee covers every employee, partner, executive staffer, and end user. No per-seat counting. |
| Price ceiling | Flat in Years 1 and 2 No escalation through the first two years of subscription. |
| Escalation | CPI-capped, maximum 3% per year from Year 3 Predictable budget posture for multi-year planning. |
| Payment terms | Net 30, no prompt-payment discount Pilot Phase fees are billed monthly. |
The fixed implementation fee and the per-organization SaaS subscription are the two pricing surfaces. There is no per-seat line item, no per-transaction fee, no premium support tier hidden behind a feature flag, and no separate change-management invoice.
Trust mechanism
Every engagement starts with a 90-day Pilot Phase. If at the conclusion of the Pilot Phase you determine we are not meeting expectations, we refund 50% of the Pilot Phase fees and transition out cleanly within 30 days. All work product produced during the Pilot Phase, including configuration, integration code, data conversion artifacts, training materials, and architecture documentation, remains your property at no additional cost.
The clause is invocable at your sole discretion and is offered at no additional charge. We are a newer firm. The clause is how we share the risk of the foundational phase with you in writing, in the SOW, not in a sales conversation.
What the Pilot Phase covers:
Who this is for
The underlying methodology is sector-neutral. The platform is shaped to your context during the Pilot Phase. Eight representative buyer contexts below; you should see your situation in at least one.
FOIA · Casework · IG
FOIA queues, IG hotlines, agency service desks, casework for constituent-service offices, internal-IT helpdesk, and any cross-bureau case-routing problem where existing platforms have hit a per-seat ceiling.
311 · Permits · Code
Municipal 311, permits and licensing, code enforcement, social-services case management, special-district request volume, and multi-jurisdictional coordination across cities, counties, and partner agencies.
Patient · Claims · Grievance
Patient inquiry and scheduling cases, claims and billing question routing, complaint and grievance management, and care-coordination case workflows across departments and external partners.
Student services · IT · Facilities
Student services case management, IT helpdesk, facilities and work-order requests, registrar and financial-aid casework, and the cross-department routing that defines a residential or commuter campus operation.
Outage · Billing · Service requests
Outage reporting and tracking, billing and service-account inquiries, residential and commercial service requests, capital-project intake, and customer notifications across email, SMS, and portal.
Support · B2B service · IT helpdesk
Customer support across consumer or B2B segments, internal IT and HR helpdesk, dealer and partner portals, account-management casework, and the cross-functional routing that breaks under packaged CRMs at scale.
Warranty · Dealer · Multi-site
Warranty case management, dealer and distributor service requests, multi-site operational coordination, supplier portals, and the integration layer between shop-floor systems and corporate IT.
Beneficiary · Donor · Intake
Beneficiary case management, donor relations and stewardship cases, intake and triage for social-services delivery, and the operational rigor that turns a passion organization into one that can sustain a service load.
Do not see your context above? The platform travels. Tell us how your organization handles intake, routing, and resolution, and we will tell you whether the fit is there.
FAQ
In summary
We offer a custom case-and-request management platform with per-organization SaaS pricing, integration with the systems your organization already runs, full data and architecture portability, and the change-management work that determines whether any of this gets used. We carry the risk of the foundational phase with a Pilot Risk-Reversal that is invocable at your sole discretion.
What is at stake for you is not software. It is whether your end users get answers, whether your operators have a system they trust, and whether your leadership can show stakeholders real evidence of service delivery. That is the work. We respect your time and your evaluation process, and we are direct about where we fit.
We respond to sources-sought, RFIs, and RFPs across federal, state and local, commercial, and small-business buyers, and we are happy to walk through how the platform would fit a specific opportunity without a hard sales conversation.