Customer Relationship Management System

The Vendor is required to provide a Customer Relationship Management System (the “CRM” or “Software”) to serve a suite of economic development programs, including solutions to provide:
• Program Analysis,
• Program Design, Development and Implementation and
• Optional Maintenance Services.
- Relevant programs include grant programs, workforce development, and business development resources.
- Additional teams that exist at Prosper agency and may also benefit from a CRM system include our loan programs, real estate, and area planning activities.
- Our work is based on four cornerstones:
• Growing family-wage jobs
• Advancing opportunities for prosperity
• Collaborating with partners for an equitable city, and
• Creating vibrant neighborhoods and communities.
- Without a single system to coordinate this data, employees have a less than effective way to measure performance based on the investments being made in their programs. This presents challenges for the agency to report data to community stakeholders and the public.
- Key end-users intended for the CRM are primarily internal staff, particularly in business retention and engagement, as well as programmatic engagement (e.g., business support grants or monetary disbursements).
- Challenges here involve creating permissions and access for third party partners to input data, streamlining online forms to integrate easily with the data, and integrating multiple avenues for staff to collect data. Second, there is customer relationship management, where engagement with clients (e.g., businesses and/or individuals contacted) is tracked.
- Business Needs.
• Management and tracking capabilities for client and partner relationships.
• Maintain a database of company profiles that includes company contact, location, demographics, size, etc.
• Ability to track and report on conducted business retention visits to better understand business needs, as well as prospect tracking for firm expansions and/or startup projects
• Ability to track and quantify internal and external referrals/partnerships (incoming and outgoing)
• Ability to track applications for grants and loans, intake forms, processing status, disbursement processes, compliance, and client surveys
• Track and report on business impacts, survey results (value, growth, risk, and satisfaction), and delivery of internal programs and/or partner service delivery, especially with regards to sharing outcomes to the public.
• Track and report aggregate agency program data in a user-friendly format that helps to tell the narrative of our agency impact.
• Ability to integrate with communication tools such as Outlook to enhance customer relationship management.
• Ability to accommodate language translations through displaying retranslated documents and/or native translation service.
• Data migration to any new system and training & help tools for users to understand how to use any new technology product.
- Optional Features
• Business card scanning/upload and looking up client data automatically such as property tax ID’s for businesses.
• Project management features, particularly in reminders for users to perform certain activities within the system and assign tasks to users
• Scheduling integration to streamline meeting engagement with clients.
• Ability to see history of changes and export only changes on client records.
• Extensive reminders to keep projects and internal project team members on track.
• Client profile change history to track changes to client information over time.
• Loan origination capabilities, particularly in underwriting (tracking conditions, uploading credit memos, etc.) and servicing (amortization, loan statements, pay offs, etc.). Services can be built native into the system or accessible via integrations.
• Additional reporting capabilities such as online query tools for ad hoc reports, automatic periodic reports
• Ability to integrate with the financial ERP system (Microsoft Dynamics) for the purpose of tracking financial transactions per client.
• Artificial intelligence insights and uses to enhance workflow and business practices.
• Ability to control access management for data, between internal and external parties as well as between different internal staff.
• Mobile device compatibility.
• User interface configurations to change fields displayed, create user groups that view different layouts, and toggle between different views and versions for forms or web interfaces.
• Help tools available at field and screen level.
• Ability to archive data sets (e.g., inactive client profiles, transactional data) and filter for data that should be archived.
- System & Technical Needs & Existing Technology Environment.
• A Commercial off the Shelf (COTS) delivered as a Software as a Service (SaaS)
• Web-enablement and mobile device compatibility
• Multiple search and select facilities
• User Interface that is easy to use and reduces the amount of double entry
• Click configuration
• Ability to configure the product (e.g., user-defined fields, screen layout, etc.)
• Ability to interface with other client and financial record keeping software
• Robust reporting
• Ability to add client partner portals
• Live data connectors
• Intelligent smart forms
• Integrations with ERP system (Microsoft Dynamics)
• Artificial intelligence insights and integration
• Robust HA/DR capabilities.
- Interaction Tracking
• Ability to notify users when there are updates or referrals for a company / industry cluster.
• Ability to tailor data fields based on program and service delivery requirements
• Ability to update engagement logs for multiple companies at once (e.g., Y number of clients attend event X)
• Automated email notifications
• Reminders to perform activities in the system and assign users to tasks
• Ability to open all activity reminders / open actions sorted by user
• Ability to send email notifications to individuals without CRM licenses
• Ability to integrate meeting/appointment scheduling with customizable fields or sync appointments via third-party app
- Client tracking (e.g., changes to client profile)
• Ability to set-up and maintain an employee master profile for each company.
• Ability to make changes to client profile.
• Ability to track client interactions and services they receive
• Time stamping of updated records to allow only changes to be exported.
• Ability to see history of changes to client information
- End User Reporting and Sharing
• Dashboard design and publish as part of development toolkit
• Ability to print dashboard(s) to either PDF, Excel or Printer (particularly in compliance with current WCAG accessibility standards)
• Multiple dashboards available with the ability to customize and tailor data shown
• Ability to aggregate data across workspaces to generate statistics across all users and programs in the agency
• User interfaces that can be externally shared with the public
• Reporting features that would allow for media uploads (e.g., news stories, photos, etc.) to help showcase narrative and stories of success
• Reporting features that track all program history that a client has with the agency.