Customer Relationship Management System

The Vendor is required to provide customer relationship management (CRM) system solution to support admissions, recruitment, enrollment management, and student-facing customer service operations.
- CRM functional requirements
• CRM solution must support end-to-end lifecycle management for multiple student populations, including undergraduate, graduate, transfer, online, international, adult, and dual enrollment students.
• The system must be configurable through administrative tools and should not require custom source-code development for standard workflow changes.
- Admissions and recruitment management
• Centralized management of prospects, inquiries, applicants, and admitted students.
• Lead capture from multiple sources, including web forms, events, and external data feeds.
• Application workflow management, including initiation, completion tracking, and checklist monitoring.
• Automated notifications and status communications.
• Admissions counselor assignment, caseload tracking, and activity logging.
• Support for population-specific and term-based recruitment cycles.
- Enrollment funnel and yield management
• Configurable enrollment funnels by student type and academic program.
• Behavioral triggers and automated outreach workflows.
• Dashboards displaying funnel conversion metrics.
• Tools to identify and mitigate enrollment melt.
• Real-time visibility into enrollment volume and pipeline progression.
- Student service and case management
• Centralized inquiry and case management for admissions and enrollment services.
• Tracking response times, service resolution, and escalation rules.
• Visibility across functional areas to reduce duplicated outreach.
• Support for self-service and knowledge base integration, where applicable.
- System integration requirements
1. Student information system (SIS) integration
• Synchronization of student biographic, academic, and enrollment data.
• Exchange of admissions decisions, program data, and term information.
• Real-time or near real-time data transfer using secure methods.
• Compliance with FERPA and institutional data governance policies.
2. Learning management system (LMS) integration
• Pre-matriculation engagement activities such as orientation or onboarding modules.
• Triggered communications based on LMS engagement indicators.
• Early alerts related to engagement during onboarding.
3. Reporting and analytics
• Configurable dashboards for executive, operational, and analytic users.
• Export or integration with institutional reporting and business intelligence tools.
• Support for enrollment, compliance, and audit reporting needs.
- Omnichannel communication requirements
• Email campaigns and automated messaging.
• SMS/text messaging compliant with applicable regulations.
• Call activity logging and communications tracking.
• Event marketing and attendance tracking.
• Coordinated communications across channels to ensure a consistent institutional voice.