Slate CRM Support Services

The Vendor is required to provide post-implementation Slate CRM support, including operational sustainment, proactive advisory services, best-practice guidance, and assistance with continuous development, governance, and improvement of Slate processes.
- Cloud-based Slate Customer Relationship Management (CRM) platform to support student recruitment and admissions. The solution is used to increase student applications, streamline admissions processes, improve processing efficiency, and enhance applicant conversion to enrolled students.
- There are currently three (3) business units within the University that manage student admissions: Domestic Enrollment Services, UR International (International Enrollment Services), and the Faculty of Graduate Studies (which manages graduate application submission and processing for fourteen unique faculties).
- The University has experienced business users and staff including one dedicated end-to-end Slate Captain resource available for this engagement.
- Illustrative examples of enhancements where support may be required include:
• Inactivation or management of incomplete or inactive applications
• Development of workflows (e.g., GMAT waiver for FGSR)
• Conversion of form fields to system fields while retaining historical data
• Creation of follow-up forms (e.g., post-RFI forms)
• Integration of external test scores (e.g., IELTS, Duolingo)
• Notifications to users for the reader
• Expansion of user groups within the partner portal
• Automation of average calculations and offers of admission (e.g., high school applicants)
• Further development of the existing partner portal
• Addition of new data sets (e.g., parents, partners)
- Provide a Slate support model that includes intake, triage, prioritization, status reporting, escalation, and coordination with the University's business Slate team and Information Services, as appropriate.
- Provide proactive best-practice guidance, including design options, risk and maintainability considerations, and recommendations that reduce operational friction and improve the University's Slate maturity.
- Must collaborate with and supplement the University's existing Slate Captain capacity by helping translate business needs into sustainable Slate configuration, documentation, training, and governance practices.
- Must maintain a named lead consultant, backup consultant, and access to a specialist bench for areas such as workflows/rules, portals, forms, queries/reports, Deliver, events, letters/Merge Public, data integrations/imports, permissions/populations, and security-sensitive configuration.
- The following service domains must be supported, as applicable: troubleshooting existing Slate configuration; advising on new or enhanced functionality; reviewing and configuring workflows, rules, populations, roles, forms, portals, events, Deliver communications, letters, queries, reports, integrations, data imports/exports, and related operational processes.