Customer Relationship Management Platform Implementation and Support Services

The Vendor is required to provide to serve as the official customer relationship management (CRM) system provider for the Authority, delivering a unified platform for customer data, marketing, communications, analytics, and guest engagement across all venues, programs, and events.
- These venues offer a wide range of year-round activities, including alpine and Nordic skiing, snowboarding, mountain biking, sliding sports, training camps, and large-scale concerts and competitions.
- Customer & data management
•    360° customer profiles consolidating demographics, ticketing, memberships, purchase history, and communications. Profiles must consolidate data from all touchpoints into a single view for analysis and engagement.
•    Data hygiene tools (automatic deduplication, record merging, suppression lists, and normalization).
•    Data portability and export rights in standard formats with clear data ownership rights and ability to export all records and historical engagement data in usable formats if changing systems.
•    Scalable architecture to support for over one million records with fast search, segmentation, and reporting.
•    Ability to create and manage custom fields/attributes to reflect program-specific or venue-specific needs
•    Native or API-level integration with the authority’s data warehouse/bi tools (e.g., snowflake, bigquery).
- Audience segmentation & personalization
•    Dynamic segmentation based on demographics, purchase history, behaviors, engagement, lifecycle stage.
•    Event-driven and predictive (AI-powered) segmentation.
•    1:1 personalization tokens (venue, sport, membership, weather-driven offers).
•    Multi-venue segmentation and authority-wide audience roll-ups.
- Campaign management & orchestration
•    Integrated promotional email and SMS marketing, Omni channel campaign management (email, SMS, push, Social ad sync). This should support bulk promotional sending at scale, automated sequences, personalization, opt-out compliance, frequency controls, and reporting.
•    Centralized, organization-wide campaign content calendar to plan, schedule, and approve communications on a weekly, monthly, and yearly basis with approval workflows and role-based permissions.
•    Frequency capping to limit audience contact volume (e.g., max 2 emails + 1 SMS/week) and fatigue management with suppression or throttling rules to prevent over-messaging.
•    Campaign building tools: drag-and-drop editors, reusable templates, dynamic content blocks, rich media (video, images).
•    Testing and optimization features such as a/b and multiverse testing, device/inbox previews, deliverability monitoring (spam score checks).
•    Detailed reporting on campaign (open/click rates, unsubscribes, conversions, revenue attribution), cross-campaign comparison (venue/season/audience), and performance benchmarks.
•    Built-in double opt-in/out flows, preference centers for subscription choices (e.g., newsletters, venue alerts), automated suppression lists.
•    AI-driven send-time optimization, time zone–based scheduling, and global pause/hold functionality.
•    Role-based permissions for campaign creation/approval, audit trails of campaign edits, and campaign-level user activity logs.
•    Dynamic audience targeting within the campaign builder, behavior-triggered personalization (conditional blocks), and personalized landing page or microsite linking.
- Campaign tracking & attribution
•    Automatic generation, appending, and reporting of agency codes on outbound campaign links.
•    Multi-touch and offline attribution models. Support for first-touch, last-touch, and weighted attribution models across channels.
•    Ability to connect on-site purchases (POS) to digital campaigns.
•    ROI dashboards with end-to-end revenue visibility from campaign to revenue across ticketing, retail, and lodging.
- Automation & workflows
•    Trigger-based automations based on behaviors (purchases, abandoned carts, post-event reminders and surveys).
•    Multi-step journeys with conditional branching logic for complex workflows.
•    Sales/service pipeline integrations. Automated routing of leads or sponsorship opportunities to authority staff pipelines.
•    AI-enhanced automations for optimization and churn prediction. Send time optimization, subject line/content recommendations, churn prediction, and dynamic journey adjustments.
- E-commerce & API integrations
•    API-first architecture with rest/GraphQL APIS, oauth2 authentication, and web hook support.
•    Real-time integration with the authority’s ticketing and reservation systems.
•    POS and e-commerce integrations providing bi-directional syncing for merchandise, rental, and food & beverage purchases down to SKU-level detail.
•    Integration with payment processors, gift cards, loyalty/points systems, authority websites, CMS, social platforms, and digital ad platforms (google/meta ads).
•    Sales system integrations with authority sales systems (e.g., sponsorship sales, group sales, corporate partnerships, or hospitality sales pipelines) to ensure leads, opportunities, and customer interactions are shared seamlessly across marketing, sales, and service functions.
- Analytics & insights
•    Role-specific dashboards (executive, marketing, sales, guest services).
•    Campaign analytics (delivery, open/click rates, conversions, and revenue attribution), audience insights (cohort analysis, retention metrics, churn risk, and lifetime value), journey visualizations of customer pathways across channels.
•    Forecasting and predictive demand modeling for events, memberships, and lodging.
•    Custom reporting with export and API support unique to the authority.
•    Ability to export, push, or pull reports and datasets into authority internal reporting software (e.g., bi tools, financial dashboards) through APIS, scheduled exports, or direct integrations. Reports must be available in standard formats (csv, excel, and JSON) and support automation to reduce manual work.
- Customer service & case management
•    Case/issue tracking linked to customer profiles.
•    Guest feedback and survey tools.
•    Customer preference center for opt-in/out, channel choices, and data management.
•    Full-service history visibility in customer record for better guest interactions.
- AI & future-ready enhancements (preferred / value-added)
•    Predictive segmentation (predictive scoring and behavior modeling), AI content generation (copy variations for email/SMS subject lines and body content), and AI forecasting (sales, attendance, and resource planning based on historical and external data [e.g., weather]).
•    Natural language query for customer data. Search customer data with plain language
•    Ai-driven recommendation engines for events, products, or packages.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: November 7, 2025