Customer Relationship Management System

The vendor required to provide customer relationship management (CRM) system will be used at the welcome desk, located at the museum entrance and in the museum’s office area on a different floor.
- Requirements
1. Database administration:
•    Software as a service (SaaS) solution or a cloud-hosted system.  
•    Hosting vendor performs daily backups.
•    System has open architecture. 
•    Unique login for each staff member.
•    Multi-factor authentication for login supported. 
•    Single sign-on compatible.
•    System administrators can control users’ access to view, add, change, and delete records throughout the system.
•    Flexibility in creating security groups that define the levels of access for groups of users including access to view or update customer information, sell certain products, and run certain reports. 
•    By security group, restrict user's ability to edit or refund items in existing transactions. 
•    By security group, restrict user's ability to sell or redeem select items. 
•    Maintain a unique id for each transaction.
•    Maintain a full audit log of all transactions.
•    Relabel system fields to suit the museum's internal terminology.
•    Create an alert or notification that displays custom text upon opening a record.
•    Provide documented API enabling development of integrations to existing applications or websites.
•    Integrate with the museum’s website to process online transactions, such as donations, memberships, and ticket sales.
•    Integrate with the state of contracted payment processor. 
•    Provide on-going software support. 
•    Specify methods to contact support (e.g., phone, web, online chat, etc.). Specify whether support is unlimited, fee per use, etc.
•    Provide regular system upgrades and new software releases as part of standard maintenance agreement. 
•    Specify frequency. 
•    Provide all bug fixes, error corrections, system enhancements and new releases.
2. Application usability
•    Users can access the system twenty-four hours a day, seven days a week, from any location.
•    System has a web-based user interface.
•    System supports login to the full application from any computer (pc and mac) using any web browser.
•    Design and layout are streamlined. 
•    Constituent bio data, contact information, and recent interactions are located on one screen. 
•    Set and store bookmarks to specific records, functions, or reports to facilitate quick access to frequently used content.
•    Filter and sort on-screen for any screen containing multiple rows of data in a table. 
•    Efficient data entry for all types of transactions (donations, memberships, etc.) Offer keyboard shortcuts.
•    Mobile responsive design.
•    Search functionality allows wildcards and partial strings, including "contains" and "does not contain" and "like and similar to" options.  
•    Search should not be case sensitive.  
•    User can define the fields displayed in customer search results.
•    Retrieve customer's record by any combination of fields including name, address, email address, phone number, customer id, member id, transaction number. 
•    Specify any limitations.
•    Create triggers in the system based on business rules (e.g., deceasing someone triggers other prompts or actions - change spouse marital status.)
•    Build data formatting rules into system, to auto-format data upon entry or produce an error message
•    Support workflows, to guide users through process steps.  
•    Notify users when one task in a workflow is complete and ready for the next action step.
•    Prevent users from moving to the next step in a workflow before current step is complete.
•    Import records from another data source EN masse.
•    Import and export any field in the system.  
•    Append data to existing records EN masse.
•    Import records without creating duplicate records.  
•    Strong constituent matching capabilities to identify potential duplicates.  
•    Create a template for mapping fields that can be reused for each import or export using the same data file format.
•    Import and export data into and out of the system in multiple file formats (e.g., .csv, .txt, excel, pdf)
•    Maintain audit trail of changes to the database.  Track original and changed values, the user making the change, and the change date and time.  
•    Generate audit report of changes to the database based on date range.
3. Constituent management
•    Maintain central customer account including name, maiden name, nicknames or alias, multiple addresses, multiple phone numbers, multiple email addresses, and web login.
•    View basic customer information on one screen - bio, address, phone, e-mail, recent purchases, recent actions.
•    Assign multiple category codes to customer accounts to identify the customer's role for the organization (i.e., member, volunteer, group contact, etc.).  
•    Allow multiple codes per record, with one primary code.  
•    Display complete history of transaction history in account including items purchased, transaction date, payment method, user who processed the order, sales channel and appropriate financial coding.
•    Add multiple e-mails and phones without the need to add additional addresses.
•    Specify preferred address, preferred phone, and preferred e-mail independently of each other (e.g., home is preferred address but work is preferred phone). 
•    Record seasonal addresses with start and end dates.  
•    Use constituent's preferred seasonal address automatically based on assigned start and end dates.  
•    Track contact restrictions for phone, mail and email. 
•    Specify if the museum can define its own restriction types.
•    Robust and flexible coding system to capture and manage interest codes.
•    Use one or more codes within a customer account in queries to create lists or segments.
•    Offer address verification and standardization tools to ensure addresses meet postal requirements.
•    Allow user-defined matching criteria to identify potential duplicates.
•    Notify a user when adding a potential duplicate to the database.
4. Business intelligence
•    Provide dashboards and data visualization tools to track key metrics (e.g., revenue to-date, ticket sales progress, etc.). 
•    Offer variety of data visualizations, such as bar and line graphs, maps, pie charts, etc.  
•    Specify available visualization options. 
•    Access to a suite of standard reports. 
•    Reports should have optional parameters for users to select, such as date ranges or campaigns.
•    Provide report library to end users. 
•    Users can view a list, description, and sample or preview of all available reports. 
•    Ability to export reports to word, excel, pdf, etc. 
•    List available formats for export. 
•    Powerful, user-friendly query tool.  
•    Preferably a drag and drop tool with no programming knowledge required.  
•    Users can create ad hoc queries without programmer assistance; save queries for future use; choose to allow other users to run or modify a query; modify existing queries to expand or narrow results; add fields to the output that are not in the criteria; and sort results by any field.  
•    Users can create, save and reuse export templates with the data fields they need. 
•    Users can merge existing queries and query results.

- Informational Meeting Date: January 21, 2026
- Questions/Inquires Deadline: January 22, 2026