Tourism Destination CRM CMS and Website Services

The vendor is required to provide website redesign and hosting, support and maintenance services for its multilingual destination marketing websites and integrated CMS, CRM and extranet solutions, enhanced by other state-of-the-art digital tools and platforms.
- Minimum of ten (10) years’ experiences in digital marketing, multilingual website development with integrated CMS and CRM, secure robust hosting, maintenance and support for national tourism organizations (NTOS) and destination marketing organizations (DMOS)
- The same content management system (CMS) and are also fully integrated with the existing customer relationship management (CRM) solution. 
- The existing CMS and CRM are also fully integrated with a secure extranet, which allows bureau members to manage their own (multilingual) published data on all websites, among other utility functions.
- Global websites
• The redesign and development of five (5) multilingual responsive consumer travel (country-specific) websites.
• Websites must render seamlessly on all devices, meeting break-point requirements for desktop, tablet and smart phone.
• Provide secure hosting, support and maintenance for all five (5) websites listed above.
- Fully integrated content management system (CMS), customer relationship management (CRM), and membership portal and extranet
• Provide a content management system (CMS) that manages all the global websites and that is also fully integrated with a robust customer relationship management (CRM) solution that will be used to manage the bureau’s membership, tourism industry partners, and consumers.
• CRM requirements (below) for specific modules and capabilities.
- CRM requirements: key components and functionalities for agency
• The CRM system (although fully integrated with the CMS) must be a comprehensive, cloud-based platform with distinct, integrated modules designed to support the multifaceted operations of a national tourism organization (NTO), specifically addressing the needs of the bureau’s (including but not limited to) meeting sales, tour travel trade, membership management, and consumer management functions.
1. Core CRM platform capabilities
a. Centralized database
• Unified repository for all contacts (individuals, organizations, businesses, media, consumers, industry partners), eliminating multiple data silos and providing a 360- degree view of relationships.
• Ability to categorize and tag contacts by type (e.g., meeting planner, travel agent, media, member, consumer, local vendor).
• Comprehensive contact and company profiles including demographics, communication history, preferences, engagement metrics, and historical interactions.
b. Workflow automation
• Customizable automated workflows for nurturing, follow-ups, document routing, and task assignments across departments.
• Automated alerts and notifications for key milestones, upcoming deadlines, or unaddressed inquiries.
c. Reporting and analytics
• Robust, customizable reporting tools for real-time insights into departmental performance, ROI, and key performance indicators (KPIs).
• Ability to generate detailed reports on sales pipelines, campaign effectiveness, membership growth, consumer engagement, and website and digital channel performance.
• Data visualization tools for easy interpretation of trends.
d. Security and access control
• Specific access control to ensure appropriate data visibility and functionality for different user roles and departments.
• Data encryption, audit trails, and compliance with relevant data privacy regulations.
• Secure data hosting with disaster recovery capabilities.
• Integration with popular marketing platforms (e.g., social media, google analytics).
2. Specific departmental modules
a. Meeting sales module
• Lead and opportunity management
o Comprehensive tracking of meeting and convention leads from initial inquiry through to booking confirmation, including post-event follow-up.
o Ability to assign leads to sales representatives, track progress through sales stages, and manage sales pipeline.
o Detailed profiling of meeting planners, associations, and corporations (e.g., preferred venues, past event history, attendee numbers, budget).
• Venue and supplier database
o Centralized database of local meeting venues, hotels, and other service providers on city.
o Ability to track availability, capacity, amenities, and contact information for these partners.
o Facilitate efficient matching of planner requirements with suitable local partners.
• Site visit management
o Tools to plan, schedule, and track site inspections for meeting planners.
o Ability to create detailed itineraries, manage logistics, and capture feedback.
• Post-event reporting and ROI
o Capture actual event data (attendee numbers, room nights generated, economic impact).
o Generate reports on sales team performance, conversion rates, and the overall economic contribution of meetings and conventions.
b. Management module
• Tracking and response automation
o Centralized system to receive, track, and manage all incoming RFPs from meeting planners and tour operators.
o Automated notifications to relevant departments upon RFP receipt.
o Tools to streamline the RFP response process, including pre-built templates for common questions, content libraries, and automated population of standard information.
• Collaboration and assignment
o Assign sections of an RFP to specific team members or local partners for input.
o Track progress of each section and overall RFP completion.
o Facilitate internal and external collaboration on bid development.
• Proposal generation
o Ability to generate professional, branded, and customizable digital proposals and bid books.
o Include rich media (images, videos) and interactive elements to showcase agency unique selling propositions.
o Version control for proposals and the ability to track views and engagement.
• Reporting
o Track RFP win and loss rates, response times, and identify trends in inquiries.
o Analyze proposal effectiveness and areas for improvement. c. Tour travel and trade module
• Tour operator and travel agent database
o Comprehensive profiles for tour operators, travel agencies, wholesalers, and airline partners.
o Track historical booking data, preferred itineraries, market focus, and contact history.
o Categorization by market.
• Product and itinerary management
o Database of tourism products (attractions, tours, hotels, restaurants, tours, entertainment, events).
o Tools to build, customize, and share suggested itineraries for various segments (e.g., mice, leisure, adventure).
o Ability to associate products with specific partners and track commissions or agreements.
• Trade show and event management
o Manage participation in international trade shows and roadshows.
o Track pre- and post-show appointments, leads generated, and follow-up activities.
o Scheduling and logistics management for trade events.
• Fam (familiarization) tour coordination
o Management of familiarization tours for travel agents and media.
o Planning, logistics, participant tracking, and post-fam survey.
d. Membership management module (for agency partners and stakeholders)
• Member database
o Detailed profiles for all agency members (hotels, tour operators, attractions, restaurants, retail, etc.).
o Track membership tiers, join and renewal dates, benefits utilized, and payment history.
• Membership application and renewal
o Streamlined online application process for new members.
o Automated invoicing and renewal reminders.
o Self-service member portal for updating information and accessing resources (extranet).
• Communication and engagement
o Targeted communications to specific member segments (e.g., alerts, event invitations, industry updates).
o Track member engagement with agency initiatives and communications.
• Event management (for member events)
o Manage agency -hosted events for members (e.g., industry workshops, networking events).
o Event registration, attendee tracking, and post-event surveys.
• Benefits tracking
o Ability to track which member benefits are being utilized (e.g., marketing support, training, listing on agency website).
e. Consumer management module
• Visitor and prospect database
o Centralized database of individual consumers who have engaged with agency (e.g., website visitors, inquiry submissions, event attendees, social media followers).
o Capture demographics, interests, travel preferences, and interaction history.
o Data segmentation for targeted marketing and personalization.
• Lead capture and nurturing
o Integrate with website forms, social media, and other digital channels to capture consumer leads.
o Automated email sequences and content delivery based on consumer interests and behavior.
o Track lead source and conversion.
• Customer service and inquiry management
o Manage and track consumer inquiries (email, phone, web chat).
o Centralized knowledge base for frequently asked questions.
o Ticket management system for resolving consumer issues or requests.
f. Media and public relations (pr) module
• Media contact database
o Comprehensive profiles for journalists, editors, broadcasters, travel writers, bloggers, photographers, influencers, and media outlets.
o Categorization by beat and specialty (e.g., leisure travel, mice, food and beverage, adventure, culture), publication and platform type, and geographical market.
o Ability to tag contacts with expertise areas or target audience demographics.
g. Familiarization (fam) tours and site inspections module
• Comprehensive tour and inspection planning
o Tools to create and manage detailed itineraries, including specific dates, times, locations (hotels, venues, attractions, restaurants), and activities.
o Ability to assign responsibilities to agency staff and local partners for each itinerary item.
o Budget tracking per fam tour and inspection, including expenses for flights, accommodations, ground transport, meals, and activities.
o Centralized repository for all relevant documents related to the tour (e.g., permits, contracts, fact sheets).
• Participant management
o Database for all potential and confirmed participants (media, travel agents, tour operators, meeting planners).
o Capture detailed participant profiles including contact info, dietary restrictions, special needs, preferred travel dates, and areas of interest.
o Streamlined invitation and registration process, including automated confirmations and pre-arrival information dissemination.
o Tracking of participant status (invited, registered, attended, no-show, story published and business generated).
• Logistics coordination
o Management of flight details (inbound and outbound), airport transfers, and ground transportation within agency.
o Accommodation booking and rooming list management.
o Meal planning and reservation tracking.
o Ability to generate comprehensive manifests and participant kits.
• Local partner coordination
o Tools to communicate and coordinate seamlessly with local hotels, venues, transportation providers, and attractions involved in the tour and inspection.
o Share itineraries and specific participant requirements with partners.
o Capture feedback from local partners on the tour's execution.
• Post-tour and inspection follow-up and evaluation
o Automated or manual distribution of post-tour surveys to gather participant feedback.
o Tools to track resulting media coverage or business generated (for inspections, e.g., definite bookings, RFPs submitted, future business opportunities).
o reporting on the ROI of each tour and inspection, comparing costs to direct and indirect impacts (e.g., media value, room nights generated, potential future business).
o Detailed historical record of all conducted tours and inspections for future reference and planning.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: July 18, 2025