Customer Relationship Management Solution

The Vendor is required to provide customer relationship management (CRM) solution designed to manage and enhance interactions with our students, who are the core customers of our university.
- These fragmented systems create challenges that directly impact the student experience, including inconsistent communication and engagement.
- Multiple systems to manage student relationships across the student journey. 
- Recruitment and admissions are supported by an existing CRM, while advising and other stages use separate systems or have no CRM. 
- Data integration primarily relies on banner, but inconsistent integrations create gaps in student information and lead to workflow inefficiencies.
- Objectives
•    Prioritize the seamless student experience throughout the student life-cycle.
•    Improve communication and marketing by unifying student data for effective engagement campaigns.
•    Increase new student enrollment, retention, and degree completion by providing proactive, personalized support.
•    Strengthen alumni relationships to increase fundraising contributions.
•    Accelerate enrollment growth in workforce and lifelong learning programs.
•    Strengthen communications with students by using consistent university branding and messages tailored to meet and exceed their needs at every stage of the student lifecycle.
•    Improve the employee experience to increase process efficiency and reduce staff workload.
- Technology environment
•    Ellucian banner as the primary system of record for students and employees.
•    On base as the document management system.
•    Google workspace and Microsoft 365 for email and collaboration.
•    Other specialized, localized tools that support the student life cycle.
•    Various query and data analysis tools (i.e., power bi, toad, and tableau).
•    New data warehouse tools (snowflake and informatics) are currently being implemented.
•    Shibboleth as the primary SAML identity provider (IDP).
•    A mix of on-PREM and cloud-hosted applications.
•    Non-production environments that largely mirror production.
- CRM environment includes:
•    Multiple systems across different stages of the student journey, often with or overlapping data. 
•    Manual or partially automated workflows that vary by functional areas. 
•    Limited reporting and analytics, reducing insight into student engagement and outcomes. 
•    Inconsistent integrations with banner and other systems, leading to incomplete or delayed student information. 
•    There are different processes, programs, and procedures at each university across the student life cycle. 
•    Fragmented processes that directly affect the student experience, making communication and coordination difficult.