Customer Relationship Management System

The Vendor is required to provide customer relationship management system for include:
- Customer relationship management (CRM)
1. Recruitment lead capture
•    QR code lead capture during recruitment events with immediate record creation
•    Event registration forms
•    Bulk lead imports via standard file formats (csv, excel)
•    Automatic deduplication of prospect records
•    Source attribution tracking across all lead capture channels
•    Tagging of prospects by recruitment source, program interest, and other configurable criteria 
•    Creation and maintenance of a comprehensive student profile record
2. Prospect relationship management
•    Complete communication history across all channels
•    Prospect status and funnel stage tracking
•    Task and activity management for recruitment staff
•    Prospect segmentation by attributes (geography, program interest, applicant type, etc.) 
•    Recruitment funnel analytics and reporting dashboards
•    Ability for recruitment staff to build targeted prospect lists without technical expertise
3. Communication and campaign management
•    The CRM must provide native email campaign management with a template builder.
•    The CRM must support SMS and text messaging capability with opt-in and opt-out management.
•    The CRM must support trigger-based communication workflows (event-driven automation).
•    The CRM must support drip campaign automation and nurture sequences.
•    The system must support outbound email communications to a minimum of 50,000 unique contact records per send cycle with no artificial per-record storage cap or tiered pricing constraint imposed on contact volume. 
•    Must describe their contact volume architecture and any licensing constraints that apply at college operational scale.
4. Event management
•    Event creation, management, and publication
•    Event registration forms with confirmation workflows
•    QR-code check-in capability at events
•    Attendance tracking and event ROI reporting
5. Admissions application engine
•    Identity validation and fraud prevention: the application portal must integrate with secure to perform real-time identity proofing. 
•    Conditional application questions and dynamic application paths 
•    Applicant progress indicators and save-and-return functionality 
•    Secure document upload with routing to analytics papyrus for centralized document management — college is implementing papyrus by end of year; proposers should describe their integration architecture and documented pathway for papyrus compatibility 
•    Application status tracking and automated status communications 
•    Configurable review and decision workflows for submitted applications
6. Mandatory PeopleSoft integration
•    The integration must support creation of applicant records directly within PeopleSoft without manual re-entry.
•    Data exchange between the proposed platform and oracle PeopleSoft campus solutions shall be accomplished through structured file-based integration (e.g., csv, xml, or Json flat file transfer via or equivalent secure protocol).
•    API-based connectivity to PeopleSoft is not available at this time. 
•    Solutions must support configurable file exchange intervals capable of achieving synchronization up to several times daily where operationally required. 
•    Their file-based integration architecture, supported file formats, transformation capabilities, and minimum achievable sync frequency.
7. Drupal 11 website integration
•    Embeddable inquiry forms on Drupal 11 pages with secure submission into the CRM 
•    Campaign landing pages integrated with Drupal 11 
•    Tracking of prospect engagement originating from Drupal 11 web pages
8. Accessibility and ADA compliance
•    Testing methodology: describe your testing process.
•    Remediation roadmap: if there are known accessibility gaps, provide a specific timeline and roadmap for achieving full WCAG 2.1 AA compliance. 
•    Administrative access: confirm that the administrative and staff-facing backend also meets WCAG 2.1 AA standards. 
•    Contractual guarantee: state your willingness to include contractual language guaranteeing maintenance of these standards throughout the contract term.
- Appointment scheduling and queue management
1. Appointment scheduling
•    Calendar availability management per advisor and service type
•    Scheduling based on advisor specialization or caseload assignment
•    Student-initiated appointment booking through a self-service portal
•    First-available advisor scheduling option
•    Configurable appointment types per department (advising, financial aid, registration assistance, etc.) — scheduling configuration should not be a single universal setup but should flex to each department's operational requirements
•    Automated appointment confirmations and reminders via email and SMS
•    Appointment cancellation and rescheduling workflows
2. Outlook and exchange calendar integration
•    Bi-directional calendar synchronization between the scheduling platform and outlook 
•    Automatic blocking of unavailable times reflected from outlook
•    Conflict detection to prevent double-booking.