Customer Relationship Management and Ticketing Solution

The vendor is required to provide for the design, delivery, implementation, and ongoing support of a complete Customer Relationship Management (CRM) and ticketing solution.
- Constituent overview
• The CRM system should serve as the place to maintain central constituent accounts.
• It must store information for different record types, including individuals, households, groups, and organizations, and it must manage relationship links between all constituent types.
• The system should store multiple addresses, phone numbers, email addresses, website URLS, and social media accounts for constituent records, and it should hold a full history of transactions, donations, memberships, event purchases, and program/class registrations.
• The system should track constituent interests, including exhibition and program interests and professional affiliations.
• It must store constituent communication preferences and utilize them in outgoing mass communications.
- Ticketing operations overview
• They are primary users of the ticketing system.
• They manage the welcome desk, the call center for inbound calls, and the guest relations desk that handles in-person customer service issues that may arise.
• Group ticket pricing is available for groups of 15 or more.
• They can include school field trips.
• Groups receive discounts on event admission, attraction tickets and passes.
• The zoo wants to offer groups discounted ticket packages or bundles with admission, attraction tickets, and meal vouchers.
• The future CRM solution will need to be able to send membership data to the parking solution for members to redeem their parking benefits.
- Membership overview
• Memberships provide, free or discounted admission to programs and events, free tickets for attractions and rides, discounts on camps, opportunities to participate in member events, and other benefits.
• At present, the zoo processes memberships in both the CRM and ticketing systems, and staff consider the CRM the “source of truth” for membership data.
• The future system must provide flexibility for the zoo to define and enforce its categories of membership, each with a different set of benefits.
• They expect to offer memberships for the current zoo location, for wild care park, and for combination memberships that provide benefits at both locations.
• The system must track the response rates and revenue of member solicitations for acquisition and renewals.
• The CRM should automate the process to run the installment payments as much as possible.
• The system must manage gift memberships, where supporters of the museum give the gift of membership to others.
• The system must record the names and contact information for the gift giver and the gift recipient, personal gift messages, where the initial fulfillment package and subsequent renewal notices should be sent.
- Integrations
• Solution should have robust APIS that demonstrate the vendor’s ability to integrate with third-party applications, including:
• CRM and ticketing – if the proposed solution involves separate CRM and ticketing system, they must have a bi-directional integration of constituent, donation, membership and ticketing data between the systems.
• Website – the proposed solution must integrate with the zoo’s main website to process online transactions, such as ticket sales, memberships, and program registrations.
• The solution must have the capability to import biographic data, online transactions, and event information from the webstore.
• It should reconcile updated biographic details (e.g., address changes) from the online tools based on user-defined business rules.
• Email marketing - the solution must integrate with the zoo’s email marketing system, active campaign.
• Staff would consider other solutions, such as using email functions native to the system or a third-party digital marketing system that is already integrated with the system.
• The email marketing system must integrate with the CRM and ticketing solution with minimal staff manipulation of data.
• Finance – the zoo is selecting a new ERP that the new CRM and ticketing solution will need to integrate with the solution must deliver general ledger (GL) posting information to the financial system from its transactions, such as tickets, memberships, and program registration fees.
• The solution must store GL account strings associated with the items sold and processed, and staff should be able to view the GL distribution from the transaction record.
• Food and beverage – the zoo is selecting a new food and beverage system that the new CRM and ticketing solution will need to integrate with.
• It must be able to send current membership information to the food and beverage system to identify members and grant their discount benefits.
• Ideally, the food and beverage purchase history would be part of the overall profile of the member.
• Retail – the zoo uses tam as its retail system, and the new CRM and ticketing solution will need to integrate with it.
• It must be able to send current membership information to the retail system to identify members and grant their discount benefits.
• Ideally, the retail purchase history would be part of the overall profile of the member.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 4, 2025