REQUEST FOR INFORMATION # FOR. Customer Relationship Management (CRM) AS PER THE SPECIFICATIONS LISTED HEREIN

Transcription

1 REQUEST FOR INFORMATION # FOR Customer Relationship Management (CRM) AS PER THE SPECIFICATIONS LISTED HEREIN PROPOSAL DUE DATE: 08/10/2012 PROPOSAL DUE TIME: 9:00 AM, EST REQUESTED BY: Luba Cramer THE UNIVERSITY OF AKRON DEPARTMENT OF PURCHASING Vendor:

2 Luba Cramer Purchasing Agent University of Akron Luba, Thank you for the opportunity to submit our proposal to the University of Akron. As long-time providers of services to the University, we are thrilled to see the organization take the next step towards a CRM. This proposal represents a collective partnership between the best in technology, customer relationship management and higher education. Since 1998, has been the leading provider of interactive marketing technology and services to nearly 350 colleges and universities. Since 2007, s Student Recruitment Manager (SRM) has been helping colleges lower their costs and strengthen their connections with prospective students. s CRM utilizes Salesforce.com, a proven SaaS (Software as a Service) platform used by over 67,000 organizations including for profits, non-profits, colleges and universities. Salesforce.com is not only the largest cloudbased CRM provider in the world today, but provides over 1,000 add-on applications that work out-of-the-box for Salesforce.com and subsequently our CRM. CRM allows the University of Akron to: Manage the entire recruitment process with one unified tool. Track current students to alert staff and communicate with students before separation from the college. Access your system anytime, anywhere PC, laptop, iphone, ipad, Android, Blackberry Increase functionality through 1,000 add-on applications that can be installed in minutes. Make campus event management easier than ever through a unique interface. Increase efficiencies by avoiding data imports and exports, which can be done on a scheduled basis. Our experience in higher education management systems provides us with the knowledge base and technology capabilities to exceed your expectations. We look forward to demonstrating the proposed solution to your institution. Should you have any further questions, please feel free to contact me. Best regards, Derek Luther Sales Executive, ext. 106 luther@targetx.com

3 2.2 Please provide information on the offered Customer Relationship Management (CRM) software/hardware solution that will serve the various campus operations which: 1. Describes the components of the solution including both software and hardware s CRM for Recruitment is a hosted SaaS solution. The system is built on the salesforce.com platform, the number one provider of CRM in the world Three modules are currently offered: Recruit, Retain, and Advance. Retain, the retention solution, is under development. We envision Retain to function as a one-stopshop for retention data in the cloud. Data sources from throughout campus will converge providing the most accurate and up to date status on the student. The Retain solution is current being offered as a custom solution. Recruit Module Components Students. Schools. Applications. All the information you need. All in one place. User Permission and Roles Limit users to only what they need to see and do Calendar and Compatibility Deep integration with Microsoft and Google Campaigns Unlimited campaign management Event Management Let families manage their own campus visits Staff Travel Management Track and manage recruitment travel schedules Custom Online Forms Custom-designed forms feed directly into the CRM Custom Online Application Optional integrated application for admissions Print & Letter Campaigns Letters, envelopes, labels and other printed docs Social Media Tracking Track students on Facebook, Twitter and LinkedIn Real-time Reports and Dashboards User-friendly real-time reporting and visuals Telemarketing Campaigns Create campaigns and store call notes easily Online Group Chat Events Set up and host chat events online Live Help Integration One-on-one, live, on-demand chat solution Realtime Mobile Access Your data on any device from anywhere Internal Chatter Social Network Keep your team connected online Pre-Configured Data Imports File mappings from major sources like SAT, ACT, etc. SIS Data Integration Bulk integration between the CRM and your SIS Sophisticated De-duplication The power to keep your CRM data clean and useful Training and Support Included with every CRM. When you need it. Regular Major Upgrades Enhancements without the typical upgrade hassles Advance Module Components Donors. Alumni. Households. Companies. Relationship information you need. All in one place. Fundraising and Donor Management Gift history, participation statistics and pledge status Campaign Management Solicitations, forecasts and expense tracking User Permission and Roles Limit users to only what they need to see and do Calendar and Compatibility Deep integration with Microsoft and Google Campaigns Unlimited campaign management Event Management Create and manage constituent events Custom Online Forms Custom-designed forms feed directly into the CRM Print & Letter Campaigns Letters, envelopes, labels and other printed docs Social Media Tracking Track contacts on Facebook, Twitter and LinkedIn Real-time Reports and Dashboards User-friendly, real-time reporting, KPI s and visuals Telemarketing Campaigns Create campaigns and store call notes easily Live Help Integration One-on-one, live, on-demand chat solution Optional Wealth Scoring Bring Wealth Engine data into your CRM Real-time Mobile Access Your data on any device from anywhere Internal Chatter Social Network Keep your team connected online ERP Data Integration Bulk integration between the CRM and your ERP Sophisticated De-duplication The power to keep your CRM data clean and useful Training and Support Included with every CRM. When you need it. 2

4 Regular Major Upgrades Enhancements without the typical upgrade hassles The AppExchange There s an app for that to expand as you need to Included in the CRM out-of-the-box include the broadcast tool, telemarketing, online forms, letter generation, group and individual chats and social media integration. Additional tools are available on the AppExchange many clients have installed including additional social media monitoring, Live Agent, SMS text messaging, online surveys, etc. many of which are free. 2. Describes how the products and modules are licensed Costs are based on user (named) licenses and are required both for Salesforce.com and Services. 3. Describes the relationships with third-party vendors; highlight any partnerships The CRM includes four third-party solutions as part of the modular nature of the Salesforce platform. These include Conga Composer for print campaigns, CRM Fusion for de-duping data, Informatica Cloud for data integration and Form Assembly for building online forms. A copy of the master service agreements we ve negotiated will be made available prior to contract signing. 4. Describes how the solution generally performs enterprise integration Just like we did with Salesforce, we chose not to reinvent the wheel when it came to specific capabilities. Instead, we partnered with world leader Informatica to ensure the highest data integrity. Intergration using Informatica is done using a flat-file in batch mode. Real time integration is possible. There are different costs associated with real time integration and additional IT support is usually required. 5. Describes the security and approval setup, structure and process The CRM provides a sophisticated set of security controls. Profiles are available to control what applications, areas and components of the CRM are available to each user. Roles are available to control record visibility and access. Security can be implemented on as granular level as Field Level. Similar to an Organization Chart, role hierarchies can be established, for example, to provide Managers/Directors access to all subordinate records. This functionality allows different departments to successfully operate within the same system. The CRM administrator has full access to make changes to users, profiles, and roles. 6. Describes how the system manages the definitions of rules, highlighting if the rules are configurable Rules/Workflows/Triggers are all fully customizable by the client. Several are built as a part of the implementation process and creating additional rules is covered in our Administrator training. 7. Describes the standard reports that are offered as well as any tools offered for ad hoc reporting needs Reporting in the CRM is extensive and reports are easily created and saved in either private or public folders. Additionally, reports can be easily turned into custom dashboards. The CRM comes packaged with over 50 standard recruiting and enrollment reports. In addition, users have the ability to create custom reports on the fly using simple drag and drop functionality. 8. Describes the user interface s CRM is a web hosted solution. Users need only a web browser and internet connection to access the system. Salesforce s new touch.salesforce.com interface, provide mobile access built on HTML5. Once in the system, a series of applications is used to guide the user through the various components. 9. Describes the customer service model and support structure offered for the solution noting support differences if there is a tiered offering Technical support will be handled through our Services department. s can call, or submit an online case describing their technical issue. Support is available during business hours 8:00-5:00 (EST) Monday- Friday, by phone or , afterhours through an on-call representative ( employee) and through a customer portal. s also have access to our online Help Center. The Help Center provides self service opportunities through 3

5 documentation, screen shots and videos. s are also informed of enhancements to the CRM and can report bugs or make recommendations for enhancements to future releases. s can use this space to connect with other clients to vote on what they would prefer to see us develop. Support and help center access is included in the annual fee. An annual users conference, typically held in July, rotates among three cities: Philadelphia, Atlanta, Las Vegas. 10. Describes the content and delivery models offered for any training and education that is available is committed to helping you get acquainted with your new CRM solution. To that end, our standard training employs a Train the Trainer approach. Onsite training in s Education & Training Center (ETC) is preferred, however, if requested, is able to deliver remote training using the latest in remote training technologies or deliver training on your campus for an additional fee. During your training, will make every attempt to tailor your training to your specific CRM Implementation and focus on addressing how you will use your CRM solution moving forward. One example includes training on three (3) Campaigns & three (3) Print Campaigns specific to your institution. Ongoing training is available through the ETC and our virtual training workshops offered weekly. 11. Describes any audit features offered in the solution Every change in the system can be tracked to include who made the change, what it changed from/to, and when the change was executed. Workflows and triggers can be added to monitor changes and provide notification upon a specific change. 12. Describes the documentation offered with the solution; include user and technical documentation All documentation is available in the client Help Center. The Help Center houses documentation, screen shots and videos. 13. Describes the frequency, method and delivery options offered for incorporating updates to the solution Salesforce s multi-tenant architecture ensures that whenever the system is upgraded, your instance is seamlessly upgraded as well. There s no getting locked into the old version. Upgrades occur 3-4 times per year by Salesforce and 14. Describes all support options available for your solution; highlight insourced, hosted, SaaS options The client services team handles all support requests. The CRM is a hosted, SaaS solution that is comprised of the salesforce platform, s development work, and four (4) third party tools. All support calls, regardless of product, should be directed to the support team. Vendor information should include: 1. Company overview History Established in 1998, ( is the leading provider of interactive recruitment technology and services to over 450 colleges and universities. Founded on the idea that colleges need to change the way they recruit students, has consistently brought new products and services to the industry. Known throughout higher education as inventing recruiting in 1998; in 2003 we redefined interactive recruiting; in 2006 we introduced the "experience" into campus visit programs; and in 2007 introduced the first comprehensive student recruitment management solution the Student Recruitment Manager on the Salesforce platform. launched a new Education and Training Center (ETC) where admissions professionals can collaborate with colleagues and thought leaders through coursework and office retreats. blends powerful technology with a bold approach to consulting, so that schools can build stronger relationships and increase yield. 4

6 is a privately held, profitable LLC company located in Conshohocken, Pennsylvania. While our accomplishments are measured by the success and satisfaction of our clients, we are pleased to also be honored for our leadership and growth record. For the past six years, has been named to the Philadelphia 100 and for the past three years has been named to the Inc. 500/5000 as one of the fastest growing, privately held companies. Tools, techniques and messages that have been utilized for over 20 years to recruit and communicate with future college students have long outlived their effectiveness. In light of changing generational traits (both student and parent) and increased access to the Internet to seek out information and make online connections, colleges must abandon their traditional "talk-at," controlling ways of marketing and recruiting, and instead embrace stories, conversations and authenticity. 's vision is to change the way colleges market by overthrowing traditional strategies and tactics. Now Today we are launching a unique enterprise-wide CRM solution, said CEO Brian Wm. Niles at the company s fifth annual users conference called the Xpert Summit held this year in Las Vegas. Built in the cloud so it is available anytime, anywhere. Built with s unparalleled communication tools so that colleges can create relationships with students, alumni, potential donors and other key constituencies. And built so that data and services can be easily accessed and shared by all departments using the system. s expansion comes at a critical time for higher education, Niles said, since there is increasing pressure to identify and recruit best-fit students, retain those students through graduation, and maintain beneficial relationships through their many years as alumni and potential donors. Understanding the nature of best fit is critical, he explained, because it impacts every facet of an institution. The way we look at it, a best-fit student makes your school their first choice, they love it there, they leave it better than they found it, they graduate from it, and then give back to it financially and otherwise. With this cradle-to-endowment view becoming more and more prevalent in higher education, colleges are looking for technology that can help them engage the prospective student and build on the relationship over decades. Traditional ERP (enterprise resource planning) and SIS (student information systems) are not able to do that, said Niles. ERP and SIS solutions do a good job with transactional processes, like sending out bills and keeping track of financial aid, he added. But they re not designed to maintain communications and help build relationships. For that, you need a good CRM system. And what we re finding is that colleges want a CRM that extends across the campus. They re under pressure to be more efficient and effective in their dealings with their key constituencies, and as a result they re demanding enterprise solutions that can manage, integrate and automate the process of relationship building through the entire life cycle. Being able to expand on the success of the recruitment tool gives the company an enormous advantage in building out an enterprise-wide solution, said Niles. We re leading the charge to create the next generation of CRM technology for higher education. 2. Size and composition of customer base works exclusively in the higher education field. Since 1998, hundreds of colleges have turned to for innovative solutions to technology and campus visit challenges. The CRM is currently live on over 40 campuses worldwide. 3. Plans for future product development/enhancements Enhancements to the product are pushed out to clients three to four times per year from both Salesforce and. The Fall 11 update will include a major overall to the event management tool taking into consideration the most popular upgrade requests from the Help Center 5

7 4. Normal/Potential timeline for major upgrades and/or update releases Releases are scheduled throughout the year and typically are released on the following schedule: Spring February Summer June Winter November 5. Hardware and System requirements Access to the system requires a web browser and active internet connection. The system is also mobile accessible. No specific hardware is required. The Informatica Agent is a small piece of software that must be installed either on a workstation or a server neither of which must be dedicated. 6. General implementation timeline Typical implementation takes 4-5 months. A full schedule is available in the enclosed document entitled Statement of Deliverables. 7. Examples of previous implementations See below. All implementations have been with higher education clients. 8. Examples of previous implementations in a higher education environment Account Name CRM since The Sage Colleges 2008 University of New England 2008 Ottawa University 2009 Ross University 2009 Southern Polytechnic State University 2009 La Salle University 2009 Saint Joseph's University 2009 Eastern Michigan University 2009 University of Maryland School of Social Work 2010 Montclair State University 2010 Saint Leo University 2010 College of William and Mary 2011 Belmont Abbey College 2011 Kettering University

8 2.3 What Specific Information do you require from the University in order to provide your most favorable pricing? Several pieces of information are crucial in developing the best possible pricing for a client: Anticipated number of users Will you be purchasing our online application? Are you interested in the Live Agent functionality? Length of contract desired The University offers interested suppliers the opportunity to express what information you require from us in order to provide your best pricing to the University. Describe if you offer volume discounts if additional University partners are included in subsequent purchases. Discounts are available as listed below: Additional Users o 11-50, $250/user/year o , $200/user/year o 101+, $150/user/year Online Application o $20,000 first year o $10,000 all subsequent years Multi-Year Contracts o 5% discount in years 2 & 3 of a 3 year contract o 10% discount in years 2-5 of a 5 year contract 7

9 statement of deliverables 2012 edition 1001 East Hector Street, Suite 100 Conshohocken, Pennsylvania USA

10 table of contents Student Recruitment Manager Suite* Phase 1: Install and Configuration (SRM & Related Applications)... Page 3 Phase 2: Data Management (Imports/Export).. Page 4 Phase 3: Business Processing (in SRM).. Page 5 Phase 4: Inquiry Forms (Integrated with SRM) Page 6 Phase 5: Events/Events Plus (Integrated with SRM)... Page 7 Phase 6: Training and Support... Page 8 Phase 7: GO-LIVE With SRM, All Phases.. Page 9 Online Application (optional)* Phase 1: Online Applications(s) (Integrated with SRM)... Page 10 Phase 2: Application Processing (In SRM)... Page 11 Phase 3: Batch Application Print Process (In SRM)... Page 12 Phase 4: GO-LIVE All Phases... Page 13 *Some phases may be performed concurrently and actual deliverables, duration and dates are determined on a client-by-client basis. Student Recruitment Manager Statement of Deliverables Page 2

11 Student Recruitment Manager Suite Phase 1: Install and Configuration (SRM and Related Applications) Phase 1.1 (Applications) Deliver SRManager Deliver SRM Phase 1.1 (Applications) Includes: Students, Schools, Applications and Related Information 40 Additional Fields 1gb Data Storage, 10gb File Storage, 10,000 API calls/day Deliver SRM Events / Includes: SRM Events Calendar and Event Specific Registration Page *Does not include: Import of historical events from another system(s). Deliver SRM Chat Deliver SRM Letters/Conga: Mass Merge, Template Manager, Quickmerge Phase 1.2 (Web Demo Intro to SRM) Deliver SRM Admin Overview / / 3-User Licenses to use Mass Merge, Template Manager, Quickmerge Phase 1.2 (Web Demo) Includes: 1-2 hour introduction to the SRM Student Recruitment Manager Statement of Deliverables Page 3

12 Student Recruitment Manager Suite Phase 2: Data Management (Import(s)/Export) Phase 2.1 Deliver Data Import/Export Strategy Diagram & Discussion / Phase 2.1 Conference Call/Web Demo (1-2 hours) and strategic discussion around SRM data inputs/outputs Deliver Informatica Cloud Secure Agent Deliver CRMFusion PeopleImport, DemandTools / / installed component for Informatica Cloud Includes: 1 DemandTools & 1 PeopleImport License 1 DemandTools De-Duplication Matching Rule/Scenario Deliver Informatica SRM Data Import Module(s) Deliver Informatica SRM Data Export Module Phase 2.2 Receive Schools Import File Deliver Schools Import Receive Data Import File(s) INITIAL Deliver Data Import - Initial Phase 2.3 Receive Sign-Off Data Management / Available pre-configured import modules include: SAT, Common Application, ACT, GRE, NRCCUA, SRM Import Template *Delivered modules vary per Deliver SRM Export File Template (CSV file) Phase 2.2 File should include a CEEB Code. Recommended to adding a Counselor to each School File should be in SRM Import File Template format (CSV file) Process that is able to load Student, Application, Enrollment History, Tests, and Activities/Tasks objects. SRM Report(s) to assist with reviewing results Student Recruitment Manager Statement of Deliverables Page 4

13 Student Recruitment Manager Suite Phase 3: Business Processing (in SRM) Phase 3.1 Phase 3.1 Receive User Accounts & related Privileges Requirements / Deliver SRM User Accounts & related Privileges Deliver SRM Picklist Report Phase 3.2 Receive Counselor Territory Assignments Rules Deliver SRM Territory Assignments Workflows Phase 3.3 Receive Communication Template requirements Deliver Communication Templates Phase 3.4 Deliver Snapshot for Trend Report(s) Receive Additional Customizations: Field(s), Report(s), Dashboard Deliver Additional Customizations: Field(s), Report(s), Dashboard Phase 3.5 Receive Sign-Off Business Processing in SRM / / / 10 User Accounts, 3 Profiles, 3 Roles A Report to review all SRM Default Picklist Values. Overlap with Data Management discussion(s) Phase 3.2 Assignment Alternatives (choose 1) 1. Assign 1 user to each school 2. Based on 1 criteria (Ex. School s County) Phase 3.3 Includes: Event Registration Confirmation, Event Reminder, and Event Thank You Workflows & Templates 2 Custom Templates, 2 Custom Campaign Rules 1 Custom Letter Template, 1 Custom Conga QuickMerge 2 Custom Workflows Phase 3.4 Includes: Up to 40 additional custom fields (across SRM objects) Up to 3 Custom Summary Reports in addition to the delivered set of 30 pre-configured SRM Reports Up to 1 Custom Dashboard in addition to the delivered set of pre-configured SRM Dashboards Student Recruitment Manager Statement of Deliverables Page 5

14 Student Recruitment Manager Suite Phase 4: Inquiry Forms (Integrated with SRM) Phase 4.1 Deliver SRM Inquiry Form Template Phase 4.2 Receive Inquiry Form Customizations Phase 4.3 Deliver SRM Inquiry Form Phase 4.4 Receive Sign-Off Inquiry Form Student Recruitment Manager Suite Phase 5: Events/Events Plus (Integrated with SRM) Phase 5.1 Deliver SRM Events Plus Web Interface Deliver SRM Events Registration Form Template Phase 5.2 Receive SRM Events Registration Forms Customizations Deliver Events Registration Form Phase 5.3 Receive Events Customizations: Events Plus Logo/Color/Font, Events Notification(s) Deliver Events Customizations: Events Plus Logo/Color/Font, Events Notification(s) Phase 5.4 Receive Sign-Off Events/Events Plus Phase 5.4 *Does not include: Import of historical events from another system(s) Student Recruitment Manager Statement of Deliverables Page 6

15 Student Recruitment Manager Suite Phase 6: Training and Support Phase 6.1 Deliver Customer Portal Accounts Phase 6.2 Deliver Training and/or Support / Phase 6.1 Includes 10 User Licenses (from Salesforce) for Support, Knowledge Base, Ideas Phase 6.2 Pre-Requisites: Sign-Offs from Phase 1 through 5 Maximum of two (2) trips, one (1) Consultant. Cost of travel only included for travel to. Phase 6.3 Deliver CRMFusion Training PeopleImport & DemandTools /CRMFusion/ Typical allocation of Training and/or Support 1-Day on s Campus Pre Go-Live Consultation/Working Sessions 4-Days at Education & Training Center (ETC) Key User Training (all users don t necessarily need to attend all 4 days) 1-Day on s Campus Post Go-Live Consultation/Working Sessions Phase 6.3 Web training on De-Duplication and data quality toolset. Typically facilitated by CRMFusion. Student Recruitment Manager Suite Phase 7: GO-Live With SRM, All Phases Phase 7.1 Receive Data Import File(s) Phase 7.1 If needed, rerun Data Import with the latest data file Deliver Data Import - FINAL Phase 7.2 Deliver SRM in Production Phase 7.3 Receive Sign-Off To Go Live Phase 7.3 *Pre-Requisite: Sign-Offs from all phases. Student Recruitment Manager Statement of Deliverables Page 7

16 Online Application Phase 1: Online Application(s) (Integrated with SRM) Phase 1.1 Deliver Online Application Requirement Analysis / Phase 1.2 Deliver Online Application Initial Revisions Phase 1.3 Receive Modifications Final Revisions Phase 1.4 Deliver Online Application Final Revisions Phase 1.5 Receive Sign-Off Online Application Phase 1.2 Includes: Up to 3 Application types and/or Up to 20 Application Forms/Pages Institutions logos & colors Online Payment Process Setup (TouchNet or Paypal) Online Application Phase 2: Application Processing (in SRM) Phase 2.1 Phase 2.1 Deliver Application Checklist Configurations Includes related Workflows and Triggers Phase 2.2 Deliver Application Tracker / Phase 2.3 Receive Sign-Off Batch Application Print Process Student Recruitment Manager Statement of Deliverables Page 8

17 Online Application Phase 3: Batch Application Print Process (in SRM) Phase 3.1 Deliver Conga Conductor & related components Phase 3.2 Deliver Application Merge Document Template (Microsoft Word) Phase 3.3 Deliver Individual Application Print Button Phase 3.4 Deliver Batch Application Print Process / Phase 3.5 Deliver Working Demo & / Receive Final Revisions Phase 3.6 Deliver Final Revisions Phase 3.7 Receive Sign-Off Batch Application Print Process Phase 3.4 Includes: Conga Conductor Setup (optionally Scheduled) and List View Button Online Application Phase 4: GO-Live All Phases Phase 4.1 Deliver SRM Online Applications in Production Phase 4.2 Receive Sign-Off To Go- Live Phase 4.2 *Pre-Requisite: Sign-Offs from phases 1-4. Student Recruitment Manager Statement of Deliverables Page 9