Request for Proposals. for CUSTOMER RELATIONSHIP MANAGEMENT ( CRM ) SOLUTION

Transcription

1 Request for Proposals for CUSTOMER RELATIONSHIP MANAGEMENT ( CRM ) SOLUTION St. Louis Economic Development Partnership and Related Entities (World Trade Center St. Louis Business Finance Corporation St. Louis County Port Authority Land Clearance for Redevelopment Authority Industrial Development Authority Cornerstone Partnership Lambert Airport Eastern Perimeter Joint Development Commission Midwest Cargo Hub Commission Gateway to the Midwest Investment Center Heartland Regional Investment Fund, LLC, STLVentureWorks) Issued by St. Louis Economic Development Partnership Proposals Due: October 3, 2016 at 3:00 p.m. St. Louis Economic Development Partnership 7733 Forsyth Blvd., Suite 2300 St. Louis, MO Attn: Dawn Doty (314) ddoty@stlpartnership.com

2 Background Information The St. Louis Economic Development Partnership (the Partnership ) is a not-for-profit economic development organization responsible for creating high quality business and employment opportunities and enhancing the quality of life to advance long-term diversified growth throughout St. Louis County, the City of St. Louis, and the St. Louis Region. As part of its efforts, the Partnership provides staff and support to various affiliated entities including the Business Finance Corporation of St. Louis County, the Land Clearance for Redevelopment Authority of the County of St. Louis, the St. Louis County Port Authority, the St. Louis Center for International Relations d/b/a the World Trade Center-St. Louis, the Industrial Development Authority of the County of St. Louis, Missouri, the Cornerstone Partnership, the Lambert Airport Eastern Perimeter Joint Development Commission, the Midwest Cargo Hub Commission, the Gateway to the Midwest Investment Center, the Heartland Regional Investment Fund, LLC, and STLVentureWorks (hereinafter collectively referred to as the Affiliated Entities ). The Partnership s various divisions collect and maintain a significant amount of contact information from vendors, contractors, business owners, corporations, government agencies, and other groups and individuals. Additionally, the divisions document numerous communications, notes, and activities associated with these contacts. Without a comprehensive, unified, and fullyintegrated customer relationship management solution (the CRM Solution ), there is no effective way to maintain an accurate, up-to-date database, calendar, or contact notes. Furthermore, the data is not easily shared among the divisions or even among individuals within the same division. The information is very dynamic and requires a user-friendly way to collect, update, manage and share all of the data among the various personnel and divisions. Objective The Partnership seeks a comprehensive CRM Solution to meet its needs of maintaining and expanding its contact and project database, within a user-friendly system that will be shared among approximately 70 individuals. The data will include confidential project information and group and individual contact information. The CRM Solution must be able to provide a uniform system that can be easily accessed, updated, and shared by approximately 70 users in the various divisions of the Partnership, with at least 5 system administrators. The CRM Solution must also have the ability to integrate various legacy CRM systems used by the Partnership s divisions into the new, unified structure. The Partnership issues this Request for Proposals ( RFP ) pursuant to its procurement policy. Scope of Services The Partnership seeks to engage a contractor to provide the CRM Solution as described in more detail below (the Project ). The Partnership is requesting proposals which address the

3 objectives listed above, and the specific requirements of the desired CRM Solution which may include, but are not limited to, the following: 1. Software packages to maintain and develop contacts and activities by the Partnership s various divisions, with approximately 70 users and a minimum of 5 system administrators. 2. System tools for collaboration, data sharing, and communication among the individual users and divisions. 3. Analytic capabilities to provide leadership with quantitative data related to internal and external output. 4. Integrated communication tools with existing communication network, including but not limited to faxes, voic s, incoming/outgoing phone calls, Outlook-based calendar appointments, tasks, notes, and s. 5. Potential for website integration with regards to event registration and online forms. 6. Full access to mobile and cloud-based devices across multiple platforms (e.g. ios/android mobile devices and desktop units). 7. Initial training for all Partnership users and ongoing training for new personnel. 8. Consultation on methods of data unification and streamlining, both at the initial implementation and ongoing customer and technical support and Partnership employee training. 9. Service and troubleshooting (both Help Desk and on-site) for technical issues and barriers that prevent effective CRM Solution operation and use. Implementation and support services will be provided at the Partnership s offices at 7733 Forsyth Blvd., Suites 2200 and 2300, St. Louis, MO 63105, as well as at various locations around St. Louis City and County where the Partnership or its Affiliated Entities operate. Proposal Format Written proposals must include, at minimum, the following information: 1. Experience and History of Company. Provide a discussion of the proponent s overall qualifications and experience in providing similar services. The proponent shall demonstrate that it possesses the experience necessary to successfully provide the CRM Solution required by this RFP and the ability to work in a responsive and cooperative manner with the Partnership staff. Please include:

4 a. A description of the firm s proposed approach for providing the proposed CRM Solution. This section should include a detailed breakdown and description of the specific steps that will be followed in order to perform the Scope of Work listed above. Proponents may elect to include in this section any innovative methods or concepts that might be beneficial to the Partnership as long as the requirements established in this RFP are met. The proponent shall also include an estimate, in hours, for each service to be provided. b. A list of key personnel who would be assigned to work with the Partnership. Please include professional resumes, the location of their home office, a description of the extent of staff experience, expertise with similar contracts and work related to Project, and proposed role on the Project team: i. Number of employees. ii. Rate of personnel turn-over. iii. List of personnel/positions who would work on the Project and the level of experience for each, both within the company and within the industry. c. References of organizations that have worked with the proponent in a professional consulting capacity within the last five (5) years. Each reference must include the organization s name, mailing address, contact name, contact telephone, information, and the specific service(s) provided by the proponent. d. List of the largest competitors served by the proponent. e. List of the largest markets served by the proponent. 2. Software. Describe the available software options and briefly explain advantages of each as pertaining to the Partnership s stated objectives. Please include: a. The capacity of each option and room for increase. b. The duration of the license agreements, renewal terms, if applicable, and whether such license would be singular to the Partnership, to each division, or to each individual user. c. Product lifecycle and a description of staffing dedicated to keeping the most current software. d. Capabilities and options for hosting the application. Cloud-based preferred. 3. Support Services. Describe the available support services, including installation, initial training for approximately 70 users, ongoing training for system upgrades and new users, maintenance and trouble-shooting.

5 4. Fees. Clearly state all fees and expenses, including any fees or expenses to third-party licensors or contractors, to be charged for available software options, design, implementation, and support services as well as what options are included in any fee packages. 5. Supplemental Services (optional) Any other related and recommended products or services not specified in this RFP which may be considered when deemed in the best interest of the Partnership for this Project. After proposals are submitted, the Partnership may request and schedule interviews, presentations and/or demonstrations of the solutions proposed in response to this RFP. Selection Criteria and Process The contractor for the CRM Solution will be selected based on qualifications and experience, past performance on similar projects, ability to meet the Scope of Services, as well as product pricing. Selection will be made, generally, on the following criteria: 1. Qualifications, experience, reliability and history of the proponent in meeting the required objective as described in this RFP, and specifically in the Scope of Services; a. Experience of the proponent and subcontractor(s). b. Experience of the project manager. c. Experience of other key personnel. 2. Proponent s understanding of the Scope of Services and conditions related to the proposed CRM Solution. a. Proponent s proposed methodology and approach to the project, to include the technology and/or methods the proponent intends to use to produce the project deliverables. b. Demonstrated understanding of the proposed scope of work. c. Demonstrated understanding of regional conditions in the St. Louis area that may affect the project. d. Overall organization and clarity of the proposal.

6 3. Previous work experience of the project team and satisfactory accomplishment of contract responsibility, as demonstrated through references, work samples, and other required information about the proponent s and/or subcontractor s firm. a. Quality of final products. b. Ability to meet work schedules. c. Responsiveness to client input. d. Ability to work within budgeted amounts. 4. Project cost & schedule of workforce commitment. a. Total project cost. b. Project schedule and timeliness of products. c. Total hours/level of assignment committed for the project manager and other key project staff. The Partnership encourages submission of proposals from disadvantaged business enterprises and companies owned by minorities, women, immigrants, and veterans. The Partnership does not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, age, ancestry, national origin, disability, or veteran status in consideration of this award. Equal Opportunity. Terms and Conditions 1. The Partnership reserves the right to reject any and all proposals submitted; to select one or more proponents; to void this RFP and the review process and/or terminate negotiations at any time; to select separate proponents for various components of the scope of services; to select a final party/parties from among the proposals received in response to this RFP. Additionally, any and all RFP project elements, requirements and schedules are subject to change and modification. The Partnership also reserves the unqualified right to modify, suspend, or terminate at its sole discretion any and all aspects of this RFP process, to obtain further information from any and all proponents, and to waive any defects as to form or content of the RFP or any responses by any party. 2. This RFP is not and shall not be construed to be an offer and does not commit the Partnership to award a contract, to defray any costs incurred in the preparation of a response to this request, or to procure or contract for services. All submitted proposals to this RFP become the property of the Partnership as public records. All proposals may be subject to public review, on request, unless exempted elsewhere in this RFP.

7 3. By accepting this RFP and/or submitting a proposal in response thereto, each proponent agrees for itself, its successors and assigns, to hold the Partnership, St. Louis County, the City of St. Louis, and their affiliated entities and all of their various agents, commissioners, directors, consultants, attorneys, officers and employees harmless from and against any and all claims and demands of whatever nature or type, which any such responding company, its representatives, agents, contractors, successors or assigns may have against any of them as a result of issuing this RFP, revising this RFP, conducting the selection process and subsequent negotiations, making a final recommendation, selecting a proponent or proponents, or negotiating or executing an agreement incorporating the commitments of the selected proponent(s). 4. By submitting proposals, each proponent acknowledges having read this RFP in its entirety and agrees to all terms and conditions set out in this RFP. 5. Proposals shall be open and valid for a period of 90 days from the date of their submission to the Partnership. Submission of Proposals The Partnership requires that proposals be submitted in person or by registered or certified U.S. Mail, or by to ddoty@stlpartnership.com and received no later than 3:00 p.m. on Monday, October 3, 2016 Proposals received after this date and time will not be considered unless the deadline is extended by the Partnership.