Addendum No. 1: Customer Relationship Management Software System (CRM) With Marketing Automation Functions #RFP

Transcription

1 Addendum No. 1: Customer Relationship Management Software System (CRM) With Marketing Automation Functions #RFP To: Registrants for #RFP From: Patty Eaton, Communications Specialist Date: June 10, 2016 Re: Addendum 1 Proposers must acknowledge receipt of this Addendum No. 1 by signing below and including these pages with their proposals. Addenda No. 1 consists of: A. Revisions to Request for Proposal (Revised items are indicated in bold, underlined text.) Event Tentative Date* Request for Proposals issuance 05/27/2016 Last day to register to submit response 06/10/2016 Last day to submit vendor questions 06/08/2016 Written responses to vendor questions will be sent to all 06/10/2016 registered vendors and posted on the website All addenda will be sent to registered vendors and posted on 06/10/2016 the website Vendor responses due 06/24/2016, 5:00 p.m. PST Review of submissions 06/24/2016-7/11/2016 Notification of Vendor Demonstrations 07/11/2016 Vendor Demonstrations (Proof of Capabilities) 07/18/ /22/2016 Award Contract 08/11/2016 *Dates subject to change B. Vendor Questions and Answers 1) Would the Authority consider an extension to the proposal deadline? a) Due to possible changes to the OSA's board meeting schedule, the award of the contract has been moved to August 11, As a result, the Authority is granting an extension. Per revised table of dates, responses are now due by 5:00pm PST on Friday, June 24, A notification has been sent to all registered vendors informing of this extension. 2) What kind of tool is used for web-based surveys today? Will you continue to use that tool? a) The Open Space Authority (OSA) uses a paid version of Survey Monkey. OSA can continue to use this app or use another solution that may be more compatible with the CRM. 3) When a visitor comes to the website, is it your vision to have them register before they request information/collateral? 1

2 a) Registration is one possibility, but we are concerned that having a login/password requirement might discourage the casual visitor. We want to strike a balance between collecting visitor intelligence and making the site very accessible to everyone. We are leaning toward having a web form where visitors can enter their basic contact and demographic info and then select from a menu of collateral/information, such as the enewsletter, Open Space Bulletin, Activities Calendar, and interest areas such as Agriculture, Water, and Wildlife. The web form would then interface with the CRM to create a record for the visitor with all the information captured in fields. The Marketing Automation Tool would send an auto response "welcome message" and flag the record for future mailings of requested materials. 4) Is it fair to assume that the repeat visitors will have their own login information and have the ability to see if their requests have been fulfilled or not? a) See answer for #3 we want the web user interface to the CRM to be as accessible and friendly as possible. We will consider this type of system, provided it is user-friendly and cost effective. 5) Do existing users need an authenticated login/password so that they can now communicate via the website/crm database? a) No, OSA s website does not currently have a login function. 6) How is the contacts database updated with new info? a) Currently, new contacts are input manually into the Excel spreadsheet database. 7) Will new website visitors who register have their info stored in the new database? 8) Are there other means to get data into the database? a) Yes, by downloading lists and manually entering contact information. 9) Is it fair to assume that with a new marketing automation tool, Get Response will be retired as a tool? a) Yes, ideally, the CRM/Marketing Automation Tool (MAT) will generate enewsletters and other digital formats for and other communications channels. 10) Where is content currently stored? For example, volunteer notices, enewsletter, etc. a) Get Response currently stores the digital document archive. 11) Are these going to be created, curated and stored in the new CMS (In Portal)? a) This has not yet been determined. There will be the opportunity to work directly with the web designer to design compatible systems. 12) Will In Portal experts be available during implementation for integration purposes? a) Yes, the In Portal experts will be concurrently working on the website during the CRM/Marketing Automation Tool installation and deployment and they are contracted to assist with CRM integration. 2

3 13) With reference to the website-based volunteer portal do you need an authenticated login to the CRM database via the newly created website? a) The volunteer portal will require users to log in with a password. The CRM/website interface will be managed in conjunction with the web designer. 14) How do you monitor social media usage by your contacts today? a) Twitter and Facebook analytics are monitored to determine reach and page activity we currently do not have a way to see if OSA contacts are active on our social media channels. 15) Can you also clarify social media monitoring requirement? a) Our goal is to have as many of our contacts as possible active on our social media channels (currently Twitter and Facebook). Also, we want our Facebook fans, YouTube and Twitter followers to sign up for events and publications so they are in our database and cultivation stream. 16) Do you wish to see what your contacts are doing on social media (social media listening) by topic? a) That level of detail is not necessary, but we will consider this type of system, provided it is functional and cost effective. 17) Is this something that In Portal has the capability of doing? If so, the CRM can extract that information and segment audience based on topics, etc. a) This is not included in the scope of work for the website or the CRM. 18) Do you envision the CRM to be your curated content repository? Or, is that something that is available to you via your website CMS? a) We expect the content creation, distribution and repository to take place within the CRM/Marketing Automation Tool. Ideally, we will create content in one place and then publish and distribute via multiple channels such as the website, enewsletter, social media platforms, , etc. 19) Do you have a budget for licenses and implementation Yr. 1? 20) If so, please indicate what that amount is and if you have an on-going budget for licenses and support/maintenance Yr. 2 and beyond. a) We are looking for the most cost-effective way to accomplish the required scope of work for this project. The budget will be based on the level of service and quality of work proposed by the vendor. b) Yes, we have budgeted for annual license, support and maintenance costs. We encourage bids that include multi-year discounts. 21) Is this initiative currently funded or is the RFP objective to obtain funding for future use? a) It is currently funded. We expect the work to be completed in FY , Q1 which begins July 1, ) To what extent do you wish to integrate the website with the MAT? 3

4 a) The website will contain a web form where visitors can request collateral and subscribe to enewsletters and blogs on the website. The CRM/Marketing Automation tool will capture contact info and automatically fulfill requests. If we can create and publish landing pages in the CRM/Marketing Automation Tool, that would be desirable. 23) Will you want to have individual page views tracked and captured in the Marketing Automation Tool? a) That function is not required, but would be considered, if cost effective. 24) Do you want link clicks captured in contacts records in the MAT? a) That function is not required, but would be considered, if cost effective. 25) Will the MAT produce contact forms and landing pages to submit info/requests? a) The MAT will likely be used to generate contact forms and landing pages, however, this element will be coordinated with the website developer to avoid duplicate functionality. 26) In reference to current records in the database and mailing lists, have contacts explicitly agreed to receive marketing communications? 27) What is the total record count in all the mailing lists? a) 4,000 28) What migration of content is required from Get Response to the MAT? a) Possibly several newsletter and document formats. 29) Is any migration to the MAT required from other content channels listed? a) No. 30) What if any integration is required between the channels listed and the MAT? a) The channels include website landing pages, enewsletter, Open Space Bulletin, Activities Calendar, Volunteer Notices, Blog, Social Media, Press Release ideally, all or some of these can be created, distributed and archived in the MAT. 31) Please describe level of integration desired with website CMS. a) This will be determined in conjunction with the web developer during CRM/MAT implementation. 32) Please clarify content asset management system. a) A repository for images, video, archive files that keeps them organized and easily accessible. 33) Is the expectation to provide consultation on SEO within this implementation? a) Not necessarily. 34) Is the expectation to personalize content for target audience segments? 4

5 a) CRM/MAT should allow content editing to customize content for specific audiences. 35) Is the expectation to be able to customize dashboards for the Marketing Automation Component (Not CRM)? a) Yes, the dashboard will report on the results of various communications campaigns across multiple channels: social media, enewsletter, blogs, etc. Our goal is to monitor channels to determine which ones are driving traffic to the website and resulting in newsletter and event sign ups. 36) Could you elaborate on the type of interface or integration you are looking for from the CRM solution to the volunteer portal? a) The CRM will be part of the back end of the volunteer portal, i.e. it will contain the volunteer records. The CRM integration with the volunteer portal will be done in conjunction with the website developer. We do expect that the volunteer portal will require a login and password for volunteer users. 37) What type of information are you looking to track in the CRM system, could you provide examples? a) In using the CRM as a contact management system, text fields will be used to capture notes about calls with contacts. The system should indicate lists that contacts are subscribed to such as enewsletters, blog subscription, and whether they are on OSA Facebook page or YouTube. Other desirable capabilities include tracking and reporting whether the contact has opened various mailings, shared content on social media, signed up for an event, etc. The undersigned has reviewed Addendum No. 1: Customer Relationship Management Software System (CRM) With Marketing Automation Functions #RFP Name, title Company Date 5