Customer Engagement Platform

The Vendor is required to provide a customer engagement platform.
- This project will be a new system implementation, including configuration, deployment, and transition from the existing platform.
- Solution must support the University’s needs for:
• Marketing campaign management
• Student communications
• External engagement with constituents, partners, and the broader community (Secondary)
- System Environment
• Student Information Systems (e.g., Banner)
• Human Resources systems
• Advancement systems (e.g., NXT / Raiser’s Edge)
• Luminate Online (which will remain in place and is not part of this replacement)
- The University anticipates a multi-system environment, and the proposed solution must support interoperability and coordination across systems.
- Provide a complete implementation of the proposed solution, including:
• System configuration and deployment
• Integration with existing systems
• Data migration (as applicable)
• Testing and validation
• Training and transition to operations.
- System include:
• The system shall support creation and management of email-based campaigns.
• The system shall support one-time and recurring communications
• The system shall support high-volume email distribution across multiple departments.
• The system shall provide the ability to schedule and manage communications.
• The system shall provide the ability to both schedule emails to be sent and emails to be sent immediately
• The system shall provide for approvals of created and scheduled emails. Please describe your capability for addressing approvals
• The system shall support creation and management of internal audience segments.
• The system shall support dynamic segmentation based on demographic data (e.g., student, faculty, and staff).
• The system shall support dynamic segmentation based on behavioral data (e.g., engagement, interactions, and/or activity).
• The system should support building and combining audience lists using data from multiple systems (e.g., banner, sap, starrez), including the ability to query or attach to source system lists for segmented communication.
• The system should support user-defined (static) distribution lists that are not dependent on source system data, including the ability to create manual distribution groups and add or remove individuals from any list or campaign.
• The system should enable users to filter, segment, and target audiences efficiently across both system-generated and user-defined lists.
• The system should support the import and management of external contact lists, where applicable.
• The system should allow multiple audience lists from different sources to be combined into a single campaign or communication.
• The system should support automated follow-up communications (e.g., reminders to recipients who have not rsvp’d to events).
• The system should provide a centralized calendar or dashboard showing scheduled communications.
• The system shall support multi-step automated communication flows using configurable decision trees
• The system shall support trigger-based communications based on user actions.
• The system shall support trigger-based communications based on time-based events.
• The system shall provide visibility into user progression across decision tree paths, including current step and history.
• The system shall support personalized communications using available data attributes.
• The system shall provide the ability to change return email addresses
• The system shall support email communication as a core capability.
• The system should support SMS/text messaging as a core capability.
• The system should support management of multiple communication channels within a single platform.