Customer Relationship Management System

The Vendor is required to provide to implement a unified, cloud-based customer relationship management (CRM) system.
- This unified CRM will empower Centre to execute organization-wide and department specific strategies more effectively, enhance customer experiences, and improve operational efficiency.
- The CRM project aims to:
•    Unify disparate systems into a single SaaS-based CRM platform with ticketing, ecommerce, registration, membership, and fundraising functionality.
•    Replace existing tools for ticketing (audience view), fundraising (raiser’s edge nxt), and student registration (anthology student/campusnexus CRM).
•    Enable 360-degree customer visibility across all touchpoints.
•    Support strategic decision-making with real-time data and analytics.
•    Improve operational efficiency and reduce administrative overhead.
•    Enhance customer experience through personalized engagement.
•    Ensure interoperability with existing systems, particularly oracle (new ERP is oracle Fusion) through open APIs.
•    Supports marketing automation, campaign management, and alumni engagement.
•    Integrates fitness and recreation management.
•    Provides robust reporting, analytics, and dashboard capabilities.
•    Ensures data governance, security, and compliance with industry standards.
•    Offers seamless interoperability with Oracle Fusion ERP, and open API’s.
•    Includes a detailed implementation roadmap and consulting, including data migration, training and change management support, and ongoing technical assistance.
•    Integrates with email SaaS platforms, including Mail chimp.
•    Secure integration with payment gateways for donations, ticketing, student registration, and other sales (including Moneris).
•    Event fundraising integration with ticketing and donation options.
•    Membership Program: Supports tiered membership capabilities, benefits, renewals, split
•    receipting
•    Integrated Ticketing Platform: Replace ticketing platform with a modern, user-friendly solution.
•    E-Commerce Functionality: Enable seamless online purchase of tickets, memberships, and program registrations. Includes user facing web account.
•    Dynamic Pricing and Inventory Management: Support tiered pricing, discounts, and real-time seat availability, including Select-Your-Own-Seat, and ticket exchanges.
•    Mobile Ticketing and Digital Wallet Integration: Provide mobile-friendly ticket delivery and storage.
•    Safely houses sensitive personal data: tax information/records, SIN (social insurance number), emergency contact, citizenship, student conduct flags, Indigenous status, sensitive demographic data, demographic data.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: January 9, 2026