Constituent Relationship Management Solution

The Vendor is required to provide for a comprehensive Higher Education Constituent Relationship Management (CRM) solution that goes beyond traditional functionality to support the full student lifecycle from prospect through graduation and beyond.
- The system must provide the tools, automation, website and Student Information System (SIS) integration, and other advanced features of state-of-the art CRM systems on the market to meet the enrollment goals of the college.
- The ideal solution will deliver personalized engagement, intelligent automation, and integrated support tools that enhance existing systems and processes.
- Platform must be scalable, purpose-built for higher education, and capable of integrating with key institutional systems—such as the Student Information System (Ellucian Colleague), Learning Management System (Moodle), and other external technologies.
- Student Engagement and Communications
•    Advanced segmentation and true personalization capabilities (including segment-ofone targeting)
•    Support for automated and ad hoc personalized communications with the ability to manage, trigger, and track communications across multiple media, including email, SMS/text messaging, and postal mail
•    Two-way texting, email, phone, and multi-channel campaign functionality
•    Responsive, WYSIWYG content creation tools that support embedded images and video and allow non-technical users to create and edit HTML email templates without coding, scripting, or developer assistance.
•    The CRM must include built-in, two-way SMS/text messaging functionality sufficient to replace a standalone higher education texting platform, supporting individual and bulk messaging, personalization, response tracking, opt-in/opt-out management, and compliance.
•    Native phone/telephony integration with automated call logging and click-to-call support
•    Native email integration with automated message logging and institutional domain support. Deployment and Integration must include import from multiple contact lists included but not limited to Constant Contact. Include system capability to segregate contact lists from different areas. An example would be how the Public Relations office utilizes the system for their needs while staying segregated from the lists used by student services for recruiting.
•    Centralized tracking of communication history with individuals and organizations, capturing all interactions including phone conversations, emails (personal and automated), text messages, mailings, and event attendance, in a unified timeline viewable by authorized users.
•    Ability to track communications for each prospective and enrolled student, including delivery, open, click-through, and response activity
•    Communication analytics including delivery, open, click, and response tracking
•    Shared notes and follow-up reminders associated with individual records that are visible to authorized users across teams and departments.
•    Workflow- and event-triggered automated communications across the student lifecycle
•    Ability to create and manage multiple concurrent campaigns with automated task management, reminders, and workflow-driven follow-up activities.
•    AI-powered content generation and editing (e.g., GPT-style writing assistance) 
•    Web-based, AI-driven chatbot functionality that provides automated responses to student inquiries, supports appointment scheduling, and routes inquiries to the appropriate staff member when unable to resolve the request.
•    Embedded AI agents that support students and staff across communication touchpoints
•    Lifecycle communication tools from prospect through alumni engagement 
•    Team and departmental collaboration tools including shared notes, tasks, and reminders
•    Role-based access controls and audit logging for communications.
- Recruitment, Admissions + Application Management
•    Customizable online admissions application that retains application history, recognizes returning applicants, and pre-populates previously submitted data for subsequent applications
•    Fraud detection and prevention capabilities for admissions applications, including risk-based scoring and automated routing for manual review based on defined criteria such as IP address analysis and identity verification. The system must support automated identity checks, including ID capture, image capture, and short video recording, and be able to trigger these requirements automatically based on fraud risk scoring. 
•    Support for recruitment across diverse student populations, including dual enrollment, technical programs, transfer students, and continuing education.
•    Lead and prospect management with configurable recruitment stages and status progression.
•    Logic to identify, track, and forecast recruitment and engagement steps taken by prospective students.
•    Predictive lead scoring capabilities that assess likelihood to apply, enroll, persist, and complete, using configurable models with explainable factors, and that support use in workflows, prioritization, and reporting.
•    Territory, population, or caseload management to support recruitment assignments and accountability.
•    Event registration and management capabilities that support robust registration and check-in, mass event creation, user-friendly embeddable calendars, built-in surveys and evaluations, and automated pre-event and post-event communications associated with each event.
•    Reporting capabilities for appointments, including appointments scheduled, no shows, appointment duration, and check-in wait times, with the ability to automate appointment reminders and post-appointment follow-up communications.
•    Predictive lead scoring capabilities that assess likelihood to apply, enroll, persist, and complete, using configurable models with explainable factors, and that support use in workflows, prioritization, and reporting.
- Student Experience + Self Service Tool
•    Support for recruitment across diverse student populations, including dual enrollment, technical
•    Student retention and success tools that support early alerts for potential issues, advising and case management workflows, engagement tracking, shared notes, support service tracking, and referrals to institutional resources.
•    Ability to host and present informational video content within the admissions application and student portal, as well as on publicly accessible pages, including campus tours, orientations, program highlights, and faculty interviews. 
•    Student-facing self-service tools that allow students to easily view their application status, required materials, transcript receipt, admission decisions, registration progress, and remaining steps toward enrollment and completion.
- Student Retention, Advising and Case Management
•    Student retention and success tools that support early alerts for potential academic, engagement, or persistence risks.
•    Advising notes and case management capabilities that allow authorized staff to document interactions, track issues, and manage ongoing cases.
•    Support service tracking to record referrals, interventions, and outcomes across advising, tutoring, financial aid, and other campus services.
•    Referral management to route students to appropriate campus resources and track follow-through and resolution.
•    Centralized engagement history that consolidates communications, advising notes, alerts, and interventions to support coordinated outreach and effective intervention strategies.
•    Role-based access controls to ensure appropriate visibility and FERPA-aligned handling of advising and case management information.

- Contract Period/Term: 1 year
- Non-Mandatory Site Visit / Zoom Call Date: February 12, 2026
- Questions/Inquires Deadline: February 17, 2026