RFI Customer Relationship Management (CRM) tool for Boise State

Agency: Boise State University Department of Purchasing
State: Idaho
Level of Government: State & Local
Category:
  • 70 - General Purpose Information Technology Equipment (including software).
  • D - Automatic Data Processing and Telecommunication Services
  • R - Professional, Administrative and Management Support Services
Opps ID: NBD14533666944648567
Posted Date: Jan 31, 2019
Due Date: Feb 28, 2019
Solicitation No: ST19-128
Source: Members Only

Attachment Preview

Test Title

Request for Information (RFI) ST19-128 for

Customer Relationship Management (CRM) System

Table of Contents

1. Introduction

This document is intended to enable vendors to provide information regarding their customer relationship management (CRM) system (“System”). Boise State University (“University”) is seeking information on vendor capabilities and comparative costs for a campus-wide solution.

This is an informal action initiated at the request of Boise State University.

Questions about this RFI are due by 5pm, via email, on 2/7/19 and responses are due, via email, by 5 pm on 2/14/19. (See section 1.2 for details.)

The information obtained from this RFI may be used in developing further specifications and could result in a solicitation for the implementation of a campus wide CRM system. All parties responding to this RFI will be notified if there is solicitation issued. Vendors may check the University Department of Purchasing Bid Opportunities webpage at https://vpfa.boisestate.edu/purchasing/ for current bid opportunities and updates on this RFI.

1.1 Overview of Boise State University

Boise State University is a comprehensive public university offering about 200 programs of study, including 43 fully online programs. The academic year of 2017-2018 had a total enrollment of 24,154, 74% from in state (Idaho) and 26% from out of state.

In the same academic year, there were 757 full and 769 part time faculty members and 4,093 full time staff and employees and 959 part time staff and employees.

Presently, student relationships are created and maintained in various forms depending on the department and college. Students can be recruited in many ways and by different groups.

There are 3 avenues for admissions: undergraduate, graduate, and international admissions. After the general admissions, depending on the program that the student intends to apply to, a program specific application for admission will be required.

Boise State University uses 2-4 CRM systems, each used for a specific purpose, with several that integrate into our enterprise systems including:

o Student Information System (SIS) – PeopleSoft Campus Solutions 9.2

o Learning Management System (LMS) – Blackboard Learn Course Delivery (3500.7.0-rel.10+58ec50a)

o Business Intelligence Systems

▪ SQL Server 2016

▪ Oracle Automated Analytics Cloud 12.2.5.0.0 (Build BIPS-20180909211754 64-bit)

▪ Blackboard Analytics for Learn (A4L) version 4.3.3

o Content Management System – Perceptive Content Client version 7.2.2.3338

1.2 Project Overview

Boise State University seeks information about the acquisition of a CRM system. The long term goal will be to bring all programs on board and to implement a CRM system that encompasses the entire student lifecycle from recruitment to post graduation, campus-wide.

Initially, the CRM system will serve our early adopter group comprised of Undergraduate Admissions, Extended Studies, and College of Health Sciences. Boise State University has chosen one program from the College of Health Sciences to be the focus for our first phase implementation. This program has 11 courses, 200 students, and 8 adjunct faculty, and there will be 2 faculty member and 1 staff who will be using the System directly. Extended Studies and Undergrad Admissions will have 17 staff members using the CRM system.

Project objectives are as follows:

● Make available to departments and colleges a robust, convenient, and mobile friendly CRM System.

● Ensure that the chosen System includes all required characteristics and as many desirable, optional characteristics as possible.

● Understand and clarify the characteristics that University deems desirable but optional in a System.

● Understand what is required to seamlessly integrate a CRM System, via APIs, with Boise State University’s enterprise systems including :

o Student Information System (SIS) – PeopleSoft Campus Solutions 9.2

o Learning Management System (LMS) – Blackboard Learn Course Delivery (3500.7.0-rel.10+58ec50a)

o Business Intelligence Systems

▪ SQL Server 2016

▪ Oracle Automated Analytics Cloud 12.2.5.0.0 (Build BIPS-20180909211754 64-bit)

▪ Blackboard Analytics for Learn (A4L) version 4.3.3

o Content Management System – Perceptive Content Client version 7.2.2.3338

Key Steps and Timeline:

● The Boise State University Department of Purchasing will post this RFI on or about 1/31/19.

● Email questions to the University Contact and per the instructions listed in Section 2. Questions from vendors are due by 5pm on 2/7/19.

● University anticipates posting answers to vendor questions on or around 2/8/19.

● RFI RESPONSES ARE TO BE RECEIVED BY 5PM ON 2/14/19, VIA EMAIL.

● Based on RFI responses, a short list of potential vendors may be asked to present demonstrations of their product(s). University prefers demos be face to face, via webinar, or a blend of face to face and web-based. Demos will be at the sole cost of the vendor.

● University will review responses and demos and decide whether to pursue a solicitation.

● If University pursues a solicitation and awards a contract, implementation of the first phase may take place as early as Summer or Fall 2019, if feasible.

2 Instructions to Vendors

2.1 Response Requirements

Please provide electronic responses to questions and requirements in the Requirements Section (Section 3) in accordance with the dates listed in the Key Steps and Timeline (Section 1.2). Also electronically supply any brochures or other written information available pertinent to the University requirements.

Vendor must respond to each section of the RFI with these possible responses, as well as describe vendor-offered functions in several of the questions. Questions requiring additional information (Describe, List, Discuss, etc.) have been indicated with bold type.

Respondent Entries:

● Y - Yes, feature is currently supported by the software.

● N - No, feature is not currently supported by the software.

● C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase)

● F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability.

● Provide responses to all questions as posed in each segment. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

Vendor may delete the first two sections of this RFI, and simply return Sections 3 & 4 as the RFI Response.

2.2 Vendor Questions

If vendors have questions on anything contained within the solicitation, they may email the University Contact. The email must contain the subject line “CRM RFI Questions - from (Vendor Name)” and must be received by the time and date listed in the Key Steps and Timeline (Section 1.2).

University will answer questions in an amendment to this RFI, to be posted at the University Department of Purchasing Bid Opportunities webpage at https://vpfa.boisestate.edu/purchasing/ on or around the date specified in the Key Steps and Timeline (Section 1.2).

2.3 Public Records

All submitted material becomes the property of the University and will not be returned to Vendor. Submitted material and/or supporting documentation may be available for public inspection upon written request, except for information specifically labeled on each separate page as a “Trade Secret” under the Idaho Public Records Act, Section Title 74, Chapter 1, Idaho Code (“the Act”). Alternatively, information may be specifically labeled “exempt” from public records under another exemption found in the Act. Information specifically labeled as Trade Secret or otherwise exempt may be protected from disclosure, but only to the extent consistent with the Act or otherwise applicable federal or state law or regulation. Accordingly, the University cannot guarantee its confidentiality.

2.4 University Contact

The RESPONSE MUST BE EMAILED to shannanthomas@boisestate.edu and must be received by the date listed in Key Steps and Timeline in Section 1.2.

If you have any questions, contact Shannan Thomas at shannanthomas@boisestate.edu or 208-426-1549 at the Boise State University Department of Purchasing.

All documentation regarding this RFI will be posted at the Boise State University Department of Purchasing Bid Opportunities webpage at https://vpfa.boisestate.edu/purchasing/

3 Requirements

Please supply information about the following categories, reserving discussion about future capability for the Additional Information Section (Section 4):

● Vendor and General Product Information (Section 3.1)

● System Administration (Section 3.2)

● Functional Requirements within the Student Lifecycle (Section 3.3)

● Technical Requirements (Section 3.4)

● Cost Information (Section 3.5)

● Implementation (Section 3.6)

3.1 Vendor and General Product Information

Question

Response

Vendor Information

Company name

Parent company

Company address

Name of person responsible for the information contained in this RFI

Telephone number

Fax number

Email address

Web page

General Product

Name and version of CRM recommended for Boise State University

Year product(s) introduced on market

Total number of installations of the version of the software being proposed.

Approximate market share

Universities currently using your system for CRM

3.2 System Administration

We would like to understand the types of personnel roles typically responsible for various application administration functions. Please identify multiple roles when appropriate, and add further explanations in the response box.

Please refer to the following roles in your responses, define others for use.

● Vendor – services that accompany the license or are charged for on some basis

● IT system staff – IT professionals at Boise State charged with managing central system assets

● Central staff – academic and/or administrative University staff who are fully trained in the CRM

● College/department staff- academic or administrative University staff who receive training to conduct particular functions with the system at the unit level

● Individual faculty – University users who receive no formal, or at most minimal, training, and use the system infrequently

● Other – please define here

Responsibility for Administering the System

What are the roles, responsibilities, and depths of involvement (i.e., number of staff for each role and the percentage of work week needed for the project) of the individuals you would recommend be responsible for each of the following tasks? (among the roles defined above)

Manage user access to modules/features/pages

Manage student lifecycle communications in each stage.

Create and manage electronic forms and workflow.

Create reports and analytics.

Event management, if any.

Manage integrations to enterprise and third-party systems.

3.3 Functional Requirements within the Student Lifecycle

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.1 Recruitment

Requirement

Response

Required

Staff can create a customized recruiting form that students can fill up and submit.

Staff can import records in batch

System to classify/segment records

System to assign student recruits to group of staff based on classification or other variables.

Source tracking and tagging measures to connect marketing/recruitment activities for conversion.

System to track all communications with student recruits.

Track recruitment notes on each student recruit.

Targeted/segmented email campaigns to student recruits, i.e. undergrad or grad.

Analytics on recruitment method efficiency, enrollment projections, target goal gauges and drill to detail for action lists.

Tele counseling module/calling campaigns.

Ability to communicate with student contacts, i.e. parent 1, parent 2, etc.

Customized recruitment workflows - dashboard where staff can access daily call list based on recent admits, confirmed students or postcard lists or workflows based on call referrals from our student callers, etc.

Connection of recruitment to student success key performance indicators to identify recruitment sources that not only enroll but retain and succeed.

Connect student records with schools, groups, influencers (i.e. community college, concurrent enrollment, counselors, support groups like TRiO/CAMP, community engagement staff, etc.) to track impact.

Optional

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.2 Admissions

Requirement

Response

Required

Customizable application forms and workflows for admissions and program admissions and requirements.

Ability to update, edit and fix the admission application (including content) without needing to know html, and without developer support.

Support individual academic program admission with supplemental application capabilities with dynamic sections, subsections, and questions. Allow of varied supplemental material requirements, decision timelines, committee review, and decision processes.

Please DESCRIBE how the application sections can be customized based on functional units with local technical control.

Ability to upload supporting documents (e.g. personal statements, resumes, etc.) either by staff or student. Please tell us about any file attachment size or type limitations, if any.

Ability for admins to create and submit an admission application.

Ability to publish and unpublish admission applications.

Collect admission fees.

Dynamic fee rules that can determine whether or not somebody needs to pay based on the questions that are answered.

Ability to manually waive application fee from backend-user side of application.

Ability for students to access and edit select areas in the application post submission.

System to guide the student on next steps of their admission process like where to register for orientation, etc.

Ability to build and test the application from start to finish--including business and routing rules--in a development/test environment.

Optional

System to vet eligibility both for general and program specific admissions.

System to process transcripts and identify accredited units or cross-reference equivalent courses for transfer students.

System integration to national board exam websites.

System to identify if the program the student is applying to is full.

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.3 Registration and Enrollment

Requirement

Response

Required

System to identify whether a student has attended the orientation to allow enrollment.

System to track each student’s degree progress or integrate with our SIS degree tracker.

System to monitor student enrollments and ability to send a reminder to enroll.

Student’s financial and financial aid data to be visible to select groups of staff.

System to send staff notifications/alerts depending on enrollment appointment, student behavior, degree progress, on track vs off track enrollment activity and level of risk to degree progress/completion.

System to create campaigns for re-enrollment/re-engagement for deferred/stop out students eligible to re-enroll for future terms.

Optional

Ability to connect student to a potential donor for financial support.

System to integrate with PeopleSoft Campus Solution’s Degree Tracker.

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.4 Student Support and Advising

Requirement

Response

Required

Support categories for students to choose based on the service they need.

System to send notifications to students on onboarding activities, enrollment period, academic calendar triggers, degree progression milestones.

Ability for staff to manage students’ major-plans.

Ability for advisors to engage with students not just on degree progress/transactional needs, but on student development/student behavior at risk concerns, recommendation of supplemental support services for advancement of whole student.

System to facilitate faculty and staff identifying students who are having difficulties, connect them with campus services that can provide appropriate interventions, and receive feedback on actions taken.

System to accept, store, and show advising notes to staff university-wide.

System to show students’ enrollment activity and history.

System to notify program staff on student fails, repeats, or holds.

Ability to set which System features are centralized or decentralized.

System to notify program staff when student changes to a high intervention major.

System to notify programs when students reach a milestone.

System to sync with our SIS and make service indicators/holds to the students with a more meaningful definition.

Allow staff to snooze all communications to specific students when major life events (death, illness, etc.) occur.

System to predict course enrollment every term across student populations to facilitate course planning, course need predications, and bottleneck monitoring for degree completion.

Geo location of students for natural/man-made events or disasters.

System to monitor student progress and status like grade trends.

System to integrate to grading and course management tool.

Access to raw data for higher level analysis.

Optional

Google calendar integration.

Track student employments, past and current.

System to integrate with University’s alert system, Rave Mobile Safety.

System to match students to tutors based on course enrollments.

System to notify students when their grades are posted.

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.5 Graduation

Requirement

Response

Required

Notify students for graduation candidacy eligibility.

Electronic graduation application form, workflow with verification and approvals.

Pre-graduation engagement to encourage ongoing relations.

Optional

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.6 Post-Graduation

Requirement

Response

Required

Career tracking of alumni, including job placement, employer connections, promotion/salary change connected to degree completion, titles.

System to synthesize student relevant data to create topology of potential donors.

Analytics to match data to donor profiles.

System to update communication email address to personal email address post-graduation.

Integrate with donor database (Raiser’s Edge).

Targeted marketing to alumni for specific events.

System to track alumni participation on specific events.

System to facilitate concept of lifelong learning where alumni are not one and done, but return to the University for advanced degrees, professional development, engagements, legacy with family enrollment.

Optional

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.3.7 General Requirement throughout Student Lifecycle

Requirement

Response

Required

Chatbot AI feature.

Capability for an event management feature, customizable registration forms, send invites to admitted students, waitlist capacity, cancellation functions, accept check-ins to events, and generate reports of the event data.

Student can opt-in/opt-out on specific topic/area communications without a system-wide opt out. Some core university function email/emergency alert communications can be set to override opt out option based on essential nature for university function and student’s status/relationship to institution.

Please DESCRIBE how your calling system works.

Please DESCRIBE how the System manages what communications can be shown to unique groups of staff/role.

System to allow parallel workflows so functional units can be working on a record simultaneously (i.e. admission review, financial aid awarding and event management).

Daily dashboard for staff i.e. to do list, view of on/off track students.

Customizable dashboard for staff according to their roles.

Customizable student records views/workflows/dashboards to support the functional needs of individual workgroups.

Mass or individual communication capability with options to choose the ‘from email’ and choose ‘to email’ i.e. bronco mail, personal email.

Customizable student facing pages, including dashboards, account creation/login screens etc. with Boise State content and look.

Custom email templates.

System to send emails (drip email communication process mapping) to students based on triggered events, i.e. admissions denied/accepted, enrollment opening/closing, graduation application opening, etc.

System to send updates, notifications to students for deadlines, requirements, etc.

Track all communications sent to students including emails, text messages, notifications, etc.

Capability to allow staff to coordinate communications sent to students, i.e. Advising group, program coordinator, etc.

System to track student to-dos.

Predictive modeling capacities to determine student enrollment and success predictors as well as mitigate risk factors for student success.

Reporting and analytics, real time. Please DESCRIBE how robust this feature is and how it will enable the University to create a year-to-year comparison, arithmetic, and statistical functions, and aggregate reporting.

Web analytic integration to show web activity and student engagement, i.e. if students are continuously accessing financial aid information online, additional financial aid support communication can be added and student added to financial aid outreach workflow.

Staff’s view of student profile with photos.

2-way texting capabilities. Compose SMS messages to send on an individual basis or as part of a campaign. Respond directly from CRM, track responses, and assign messages to system users for reply.

Staff’s ability to add custom student field attribute, unlimited.

Pre-built CEEB (College Entrance Examination Board) codes for data entry purposes.

Ease of filtering - filters can be intuitively built

Optional

System to house documents or link to.

Staff’s ability to see the student view.

Automated engagement timeline based on where student is in their lifecycle with triggers/notifications to staff.

Social media integration for marketing.

Upload external communication, if done outside the system.

Respondent Entries:

Y - Yes, feature is currently supported by the software

N - No, feature is not currently supported by the software

C - Custom development for implementation would be required (or is not part of the baseline functionality and would require an additional purchase.)

F - Future baseline feature supported by the vendor. Note: Provide anticipated date of availability

Provide written responses to all questions as posted in each section. Unanswered questions will carry the assumption that the vendor does not in any way provide the functionality.

3.4 Technical Requirements

Requirement

Response

Required

The CRM system must be a SaaS application delivered over the Internet, and users can access it from any Internet-enabled device and location.

Management of the System must be web-based and not require additional client software or the installation of browser plug-ins.

The System used by students, faculty, staff and employees must be browser and platform independent.

The System must be mobile-friendly.

The University must retain the right to directly access the data and database or be able to extract all data.

Please EXPLAIN how data retention and deletion is managed by the system so Boise State University policies and business practices can be followed.

Data export must be accessible via XML, CSV, Excel, and/or PDF or another industry standard.

The System and data integration must be secured through TLS, certificates, and other industry standard security practices. Please LIST all that the System supports.

System authentication must use an SSO protocol via SAML 2.0/OpenID Connect.

The System must meet WCAG 2.0 accessibility recommendations.

The System must integrate with our SIS, PeopleSoft Campus Solutions 9.2 through APIs. The purpose of this is to exchange data including admissions, advising, grades, etc. Please DISCUSS preferred practices in integrating your system with PeopleSoft Campus Solutions.

The System must integrate with our Business Intelligence Reporting data warehouse and tools.

The System must integrate with our electronic forms and workflow tool (Perceptive Content).

Knowledge base, web based system training inclusive of the System cost.

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