request for proposal customer relationship management ... › nlb › rfpcrm2014.pdf · software,...

Cooperative Educational Service Agency 2

1221 Innovation Drive, Suite 205

Whitewater, WI 53190

REQUEST FOR PROPOSAL

CUSTOMER RELATIONSHIP MANAGEMENT

SEPTEMBER 4, 2014

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Table of Contents

1. Summary ............................................................................................................................................... 3

2. Background of Organization ................................................................................................................ 3

3. Proposal Guidelines and Requirements .............................................................................................. 3

4. Contract Terms ..................................................................................................................................... 4

5. Purpose, Description and Objectives ................................................................................................... 4

6. Timeline ................................................................................................................................................ 5

7. Budget ................................................................................................................................................... 5

8. Scope and Guidelines ........................................................................................................................... 5

9. Integration Issues ................................................................................................................................. 8

11. Staff Resources ............................................................................................................................... 11

12. Application Process ........................................................................................................................ 12

A. Implementation - REQUIRED ......................................................................................................... 12

B. Training Services - REQUIRED ........................................................................................................ 12

C. Customer Support - REQUIRED ...................................................................................................... 12

13. Evaluation Criteria .......................................................................................................................... 13

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1. Summary

CESA 2 is accepting proposals for a customer relationship management tool. CESA 2 is willing to

consider existing CRMs, as well as, the creation of a CRM. The purpose of this RFP is to provide

a fair evaluation for all candidates and to provide the candidates with the evaluation criteria

against which they will be judged.

2. Background of Organization

CESA 2 is one of twelve educational service agencies in the state of Wisconsin. CESA 2 provides

services and support to its 74 member school districts throughout Dane, Green, Jefferson,

Kenosha, Racine, Rock and Walworth counties in southern Wisconsin. We provide innovative

services tailored to district needs. There are over 150,000 students in the school districts CESA 2

serves and CESA 2 provided professional development to over 3,000 participants in 2013-2014.

CESA 2 recently went through an organizational redesign process which has included the

division of our region into six smaller geographic regions that have each been assigned at least

one regional liaison. The role of the regional liaisons is to make a more personal connection to

the districts and connect districts to the services and resources that best fit their needs.

CESA 2 customers include educational professionals in the districts, parents, and students.

3. Proposal Guidelines and Requirements

This is an open and competitive process.

Proposals received after 12:00 pm/noon CST, Wednesday, October 1, 2014 will not be

considered and will be returned unopened.

The proposal must contain the signature of a duly authorized officer or agent of the company

submitting the proposal.

Alternate proposals may be submitted.

The price quoted should be inclusive. If the price excludes certain fees or charges, a detailed list

of the excluded fees with a complete explanation of the nature of those fees must be provided.

If the execution of the work to be performed by the company requires the hiring of sub-

contractors, it must be clearly stated in the proposal. Sub-contractors must be identified and

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the work they will perform must be defined. Please provide the name, address, and EIN of any

sub-contractors. CESA 2 will not refuse a proposal based upon the use of sub-contractors,

however, we retain the right to refuse the sub-contractors selected.

Provisions of this RFP and the contents of the successful responses are considered available for

inclusion in the final contractual obligations.

4. Contract Terms

CESA 2 will negotiate contract terms upon selection. All contracts are subject to review by CESA

2 legal counsel, and a project will be awarded upon signing of an agreement or contract, which

outlines terms, scope, budget, and other necessary items.

5. Purpose, Description and Objectives

Purpose

CESA 2 currently has accounting software that enables it to maintain some customer

relationship data, but the software is not widely used by staff in other roles and does not

provide either the ability to easily create reports or the type of reports that are needed by staff.

An opportunity exists for a tool that would allow for easy data-entry of crucial customer data

points, easy to use user platform, and the creation of useful reports for a variety of internal

staff. All data entered into the tool or system would remain the sole property of CESA 2.

Description

Offer or create a CRM that is easy for users to enter data into, retrieve reports from, and is

secure. We will need to have specific types of access depending on the types of users and have

user-specific dashboards.

Objective

Our primary objective is to house all the necessary customer information and be able to report

out that data in a variety of ways to better support our work with customers and to reach out

to those customers underutilizing our services.

Our Vision

Easy to use data intake/recording system

Web-based access so users can access from multiple types of electronic devices

Built-in notification system to alert users to tasks

Robust reporting system with built-in and customizable reports

Ability to integrate with existing software used for accounting and email

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Ability to integrate with existing software/databases at the state level

6. Timeline

This RFP is dated September 4, 2014. Proposers may also request a copy be sent via email

by contacting Nicole Barlass at [email protected].

Proposals are due no later than 12:00pm/noon CST, Wednesday, October 1, 2014.

Proposals will be evaluated immediately thereafter. During this time, we may require

interviews at our office with our evaluation team on or about October 8, 2014. You will be

notified if this is requested.

The name of the candidate firm who has been selected will be decided on or about October

10, 2014.

Negotiations will begin immediately with the successful candidate and should conclude no

later than October 15, 2014.

All other candidates will be notified on or about November 15, 2014.

Phase I of the project must be completed and delivered by November 30, 2014.

Complete implementation must be completed and delivered by January 30, 2015.

7. Budget

Please provide several cost proposals to accomplish the scope outlined below. The budget must

encompass all design, software and implementation of the CRM.

List pricing for:

Phase I: Discovery, Work-flow Planning & Data Conversion/Input

Phase II: Testing and Deployment

Software, Hosting, Support and Maintenance

8. Scope and Guidelines

The scope of this project is to provide a Customer Relationship Management (CRM) tool,

including maintenance and professional services, which will enable CESA 2 to effectively

manage customer data, market and outreach to existing and potential customers, and help to

automate work-flow processes. It should facilitate the exchange of information between

educational consultants, administrative staff and the financial services department. The CRM

should function as a reservoir of knowledge about the CESA 2 districts’ contact information,

contact with CESA 2, use of CESA 2 services and amount of purchases made. The CRM should

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automate processes including the release of information regarding services to districts,

invoicing, and task alerts for CESA 2 staff. It should also include user-specific dashboards so that

users do not have to interact with the database itself. The CRM must provide built-in and

customizable reports that are easily generated. The CRM should also include a response

mechanism to ensure that the appropriate users are notified of new tasks and a way to record

when tasks are completed. CESA 2 is seeking a subscription-basis vendor-hosted solution. The

CRM should be web-based and accessible from a variety of mobile devices.

Discovery:

Determine work-flow processes needed for different user levels: administrative assistants,

accounting associates, educational consultants and directors. Determine types of user

dashboards needed. Determine how to integrate with current accounting software and data.

Functional Needs by User:

Administrative Assistants/Marketing & Outreach Staff

- record information about customer interactions

- ability to route issues to appropriate CESA 2 contact

- ability to search records to determine use of CESA 2 services by district, topic, etc.

- ability to email Word, Excel or PDF or fax

- ability to provide automated/template responses

- ability to generate real-time reports from templates or customizable reports

- ability to integrate with existing registration system

Accounting Associates







- ability to integrate with existing accounting software to invoice districts as needed

Educational Consultants







- maintain history of open/closed items or interactions

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- ability to view open activities in aging format

- ability to query data in multiple ways

Agency Directors (Executive, Marketing, Financial, etc.)







- maintain history of open/closed items or interactions

- ability to view open activities in aging format

- ability to query data in multiple ways

- ability to integrate with existing software to generate financial reports

Development Guidelines

Record/Intake of Data

Record information attained by liaisons, consultants and other staff

Record district profiles to include information such as type (K-8, etc.), contact information at the district, demographic information, CESA 2 geographical region, types of curriculum used, frameworks used, etc.

Record information about use of other CESA 2 programs including satellite offices, Itinerant Services, Driver Education, etc.

Area for co-creation of services between CESA 2 and districts

Ability to clearly connect the money received from districts and individuals to specific programs

Access

The system must be user-friendly and able to retrieve information quickly and accurately

All CESA 2 employees should have access and use that access regularly

Security – must be a secure system

Levels of access – access to different areas would be determined by each user’s need for access

Have user specific dashboards

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Alert

Notifications should come from the system that alert users based on their user profile (ex. Alerts to regional liaisons, center leaders, platform leaders and other staff as needed)

Response mechanism in place to ensure that the proper people are notified and that action has been taken by the appropriate person

Automated task alerts could be generated to help with work flow (gentle reminders)

Alert to follow-up on contact made with districts

Multiple alert formats depending on user preference (ie. An email, a text message, etc.)

Report

Create readable reports that may be used by staff to assess program/service implementation and success

Reports that could be provided to districts around identified data points

Ability to integrate with existing software solutions (alio for accounting, Google for email, etc.)

Ability to integrate with existing software/data at the state level (WISEDash)

Features

Grouping ability – the ability to query the data based on specific groups and to send email blasts to those groups

Query ability to search data in multiple ways (ex. Districts that have attended science workshops and districts that have never attended science workshops)

Embedded contact list for key district personnel

Ability to report out contact lists

Invoicing – potentially a way to integrate invoicing to make it easier for the accounting staff (currently they have to look up contact information for those districts not in our CESA which can be time-consuming)

A broad database of information

Confidentiality

Integrated communication features to make work flow easier

Potential for clients to register for events via the system (may also consider maintaining

current registration system, MyQuickReg – then, any new system would need to

integrate with MyQuickReg)

Ability to export data into other formats

9. Integration Issues

Need to integrate with existing accounting software

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Need to integrate with existing registration software

10. Functionality Requirements Matrix

SUP Supported as delivered "out-of-the-box"

MOD Supported via modifications (screen configurations, reports, GUI tailoring, etc)

3RD Supported via a third party solution

CST Supported via customization (changes to source code)

FUT Will be supported in a future release

NS Not supported

Software Function / Requirement Support Level

Notes

Sales Force Automation (SFA) Functionality

Example SUP Use codes from the table above to indicate support level.

Contact management

Opportunity management

Account management

Region management

Pricing (workshops, hours and/or days in district)

Access to marketing materials

Calendaring and scheduling

Dynamic scripting of other programs and services

Lead routing based on analysis of lead data

Data quality management

Sales Reporting Metrics

Number of prospective contacts

Number of new contacts

Number of retained contacts

Number of open opportunities

Close rate

Renewal rate

Number of district calls

Amount of new revenue

Amount of recurring revenue

Revenue by program, center and region

Revenue by district

Customer Service (Call Center) Functionality

Telephony integration

Web self-service

Calendaring

Workflow integration

Call Logging

Log requests that capture call details

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Call prioritization system

Call tracking

Identify prior caller ID and provide access to complete account history

Automatically assign trouble ticket numbers

Convert emails automatically into an open call

Role and skill-based case assignment

Call Action

Automatic logging of all customer interactions

Track the status of open calls

Document call actions in history file

Knowledge-based support

Generate a to do list for open calls

Automatic call close-out

Automatically send a pre-defined email message to callers

Automatic generation and distribution of user satisfaction questioner

Field Service Functionality

Appointment booking

Scheduling and dispatch

Wireless and mobile field service delivery

Inventory parts and logistics

Service contract management

Marketing Functionality

Email campaign generation and tracking

Campaign management

Auto response Email

List segmentation and management

Marketing Reporting Metrics

Number of campaigns

Number of responses by campaign

Number of purchases by campaign

Revenue generated by campaign

Cost per interaction by campaign

Number of new customers acquired by campaign

Customer retention rates

Number of new product leads generated

Number of customer referrals

Content Management

Content creation, posting, electronic distribution

Single source programs and services catalog, literature library

Ability to attach client documents to opportunities or cases

Data Interfaces Functionality

Compliant with LDAP

Compliant with CORBA

Compliant with COM

Compliant with ODBC

User Functionality

Language support for English

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Web Interface

Remote synchronization via FTP

Database access while disconnected from the server

Database and application access via a Web interface

Remote synchronization via email

Web access password protection

Customizable user interface

Keyword searchable online help

Integration/Interface Support

Prebuilt interface to HR: alio

Prebuilt interface to financial system: alio

Architecture

Wireless technology support

Handheld platform support

Networks supported: -Windows

Support for Server Operating System (s)

Apple Mac OS X

MS Windows 7

Support for Client Operating Systems

Apple Mac OSX

MS Windows 7

Hosted/online

Application Service Provider (ASP)

Software - General

Open License with ability to add additional stations

Modular software package to enable purchase of additional modules as required.

24 x 7 support

Source code available

Customer can apply releases and upgrades supplied by vendor

Published release schedule

User fields/function keys to allow easy customization

Is the ability to create end-user specific "views" provided by the proposed software?

How many users per application server are supported by the proposed software?

Hosted/web-based software license

11. Staff Resources

Project Lead/Manager: Responsible for sign-off on key decisions, providing project steering and

maintaining relationships with outside stakeholders. Responsible for keeping the project on

schedule and within the budget. Maintains communication between other team members –

Nicole Barlass

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Other team members include: Kevin Anderson, Sharon Anderson, Nancy Booth, Cindy Derenne,

Dale Harkness, Cynthia Holt, Sharon Nelson, Rachel Smith and Peggy Strong.

12. Application Process

Provide the following information in sections A, B and C in your response to the RFP.

A. Implementation - REQUIRED

Overview

Provide a brief overview of your company or organization.

Methodology and Tools

Include a description of your methodology, tools used to manage the project, change

control procedures, and common communication methods.

Project Timeline

Identify elapsed time and key dates for completing this project.

Project Team

Provide a biography of team leader and all key employees to be assigned to the project.

Identify required CESA 2 resources.

Fee Structure

B. Training Services - REQUIRED

Describe your company’s training services and methods for delivering training. Is

training curriculum tailored to implementation specifications or is it generic?

C. Customer Support - REQUIRED

Describe your company’s ongoing support and services.

What are your support hours? Average response time?

Type of issue tracking system?

Availability of on-site support and troubleshooting?

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Average response times for bug fixes and enhancement requests?

How is documentation provided?

13. Evaluation Criteria

The following criteria will form the basis upon which CESA 2 will evaluate proposals. The

mandatory criteria must be met and include:

Five (5) copies of your proposal must be received no later than 12:00 pm/noon CST,

Wednesday, October 1st, 2014. Your proposal must include a cost proposal as described above.

All costs associated with the delivery of the project should be presented in a flat rate, fee for

service format.

Deliver proposals to the attention of:

Nicole Barlass

CESA 2

1221 Innovation Drive, Suite 205

Whitewater, WI 53190

Proposals that meet the mandatory requirements, as stated above, will be evaluated with the

following criteria:

Suitability of the Proposal – the proposed solution meets the needs and criteria set forth

in the RFP.

Expertise in creating and delivering customer relationship management solutions.

Candidate firm experience – Candidate firm has successfully completed similar projects

and has the qualifications necessary to undertake this project.

Value/Pricing Structure and Price Level – The price is commensurate with the value

offered by the proposer.

Depth and Breadth of Staff – The candidate firm has appropriate staff to develop and/or

implement the customer relationship management solution in the time frame needed.

Proposal Presentation – The information is presented in a clear, logical manner and is

well-organized.

Demonstrated commitment to high service level agreements.

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