Customer Relationship Management Platform

The vendor is required to provide system customer relationship management platform will support our corporate solutions and economic development (CSED), lifestyle and community learning (LCL), and continuing education (CE) departments.
- Solution should enable end-to-end management of contacts, communications, course offerings, enrollment processes, marketing automation, and data analytics—while integrating with district existing enterprise systems and supporting innovation through AI and low-code tools.
- Business and functional capabilities
1. Stakeholder engagement and communication
•    Demonstrate how communication history is tracked and presented across channels (email, phone, SMS, in-person).
•    Explain how the CRM supports centralized communications and segmentation for targeted outreach.
2. Lead, sales, and enrollment management
•    Describe tools for lead tracking, scoring, funnel management, and automated follow-ups.
•    Show how enrollments can be linked to course and program data.
•    provide examples of how re-engagement or re-targeting efforts are managed within the system.
3. Course and event management
•    Demonstrate how the system manages non-credit course offerings, registrations, completions, and certifications.
•    Include event scheduling, ticketing, RSVPs, payments, and feedback surveys.
4. Financial tools
•    Explain the platform’s capabilities for invoicing, payment processing (multi-method), and reconciliation.
•    Describe integration with third-party payment gateways (e.g., touch net) and how financial data is reported.
5. Marketing automation
•    Demonstrate email and SMS campaign creation tools, a/b testing, template management, and response tracking.
•    Indicate how marketing tools connect to CRM data for targeted messaging.
- Reporting, insights, and predictive analytics
•    Types of standard and custom reports available (with examples).
•    Real-time dashboards and KPI tracking (e.g., enrollment conversions, ROI, learner satisfaction).
•    Tools for disaggregating data by demographic, program, or region.
•    Predictive tools (e.g., likelihood to enroll, dropout risk) and explain how these are generated.
•    CRMs with integrated data lakes or data warehouses are increasingly supporting unified analytics across CRM, sis, and LMS. 
•    Indicate if your system supports this.
- Workflow automation and artificial intelligence
•    How users can build automated workflows (e.g., follow-ups, task assignments, approval routing).
•    The extent to which these workflows are customizable and role-based.
•    AI-based recommendations for actions, messages, or next steps.
•    Chatbot capabilities, if applicable, including customization, branding, and training options.
•    Some CRMs now offer unified chatbot platforms that can be embedded across course registration, marketing, and support services. 
•    Highlight if your chatbot spans multiple modules and supports DIY bot creation.
- Technical compatibility and integration
•    Ellucian colleague ERP
•    Canvas LMS
•    Microsoft outlook and exchange
•    Payment gateways (e.g., touch net)
•    Azure API management (required)
•    Please provide a catalog of available APIs or integrations, and detail:
•    Authentication and security methods used for integrations
•    Support for real-time vs. batch sync
•    Ongoing maintenance and updates for third-party integration compatibility
- Hosting, availability and performance
•    Hosting model (must be cloud-based; no on-premise options accepted)
•    Uptime guarantees (target: 99.9%) and real-time monitoring practices
•    Tier classification of data centers and geographic redundancy
•    Standard performance metrics (e.g., <2-second response time)
•    Please attach a sample SLA, including:
•    Scheduled and unscheduled maintenance policies
•    Disaster recovery process and declaration steps
•    Performance penalties and resolution timelines
•    Security, privacy and access
•    Provide evidence or documentation of the following:
•    FERPA, PCI-DSS, and (if applicable) GDPR compliance
•    Multi-factor authentication, data encryption, and audit logging
•    Role-based access control and geo-fencing capabilities
•    Breach notification protocols and cybersecurity risk mitigation programs
•    Please confirm whether district will be able to conduct independent security testing of the hosting and cloud environment.
- Data migration and legacy conversion
•    Data cleansing, transformation, and validation processes
•    Enforcement of business rules during migration
•    Vendor vs. institution responsibilities
•    Support for structured and unstructured data storage
•    If applicable, indicate whether a cloud-based data repository is available for unified reporting, and how it can be accessed by both native and third-party analytics tools.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: August 12, 2025