Add#1 to RFQ 25-CTR06 CRM Software.pdf
PDF 94 KB Posted
- Attached to
- Customer Relationship Management Software
- Solicitation number
- RFQ 25-CTR06
- Issued by
- Spokane County, Spokane City, Spokane Valley City, Washington
About this file
This document is an addendum to a Request for Quote (RFQ) issued by Eastern Washington University (EWU) for Customer Relationship Management (CRM) software. The addendum provides answers to questions received from potential bidders, addressing topics such as the university's current use of Microsoft products, the scope of requirements, whether a custom-developed or off-the-shelf solution is acceptable, and the timeline for implementation. EWU is open to both custom-made programs and existing software that can be customized to meet their specific needs, with a deadline of having the system functional by the end of the calendar year. The university is willing to host discovery calls with the top 1-3 contractors after the RFQ has closed.
The budget for the project, including implementation, is under $100,000. EWU will create and maintain the knowledge base, and video calls can be conducted on the vendor's system or through an integration with Zoom or Microsoft Teams. There is no requirement for single sign-on, and the web form can be built by EWU or provided by the vendor.
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| File | Type | Posted |
|---|---|---|
| RFQ 25-CTR06 - CRM Software_Cybersecurity.pdf |
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Eastern Washington University
Addendum #1
CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE
REQUEST FOR QUOTE
RFQ #25-CTR06
November 5, 2024
The following are questions that have been received related to this RFQ, along with their answers.
QUESTION: Does the University currently use Microsoft products, such as Outlook, Teams, Sharepoint, and Entra ID?
Answer: The University has Microsoft Office licenses for its employees that are used on a daily basis. These include, but are not limited to, Outlook, Teams, and Sharepoint, along with the Office Suite.
QUESTION: Does the bulleted list on page 12 represent the full scope of requirements?
ANSWER: The list on page 12 outlines all the required components that must be included in the CRM. However, if there are additional features/capabilities that are available, we would be happy to review those as well.
QUESTION: Is the request for complete custom developed solution for EWU or are we allowed to provide readily available product and customize to fir the user experience required by EWU?
ANSWER: EWU is open to receiving quotes for both custom-made programs, as well as existing software that can be customized to EWU’s specific needs. However, EWU has a deadline of having the system running and functional by the end of the calendar year. As such, any custome solution would need to still meet this deadline.
QUESTION: Do you have any business requirements in terms of customer experience or UI screens beyond the requirements listed in the RFQ?
ANSWER: There are no additional requirements other than those listed in the RFQ.
QUESTION: Is the EWU team willing to meet with us for 1-2 discovery calls so we can validate the use case they are solving for?
ANSWER: Yes, the EWU team is willing to host discovery calls after the RFQ has closed. Upon the RFQ closing, the committee will choose its top 1-3 contractors after reviewing the proposals and will conduct discovery calls with those chosen.
QUESTION: Is the under 100k budget inclusive of implementation, or is there an additional amount budgeted for implementation?
ANSWER: The budget outlined in the RFQ is for all costs related to the project, to include implementation.
QUESTION: Is the web form an existing app that we need to integrate with or is it a new app we will develop?
ANSWER: The web form can be built by EWU in GravityForms (a WordPress plug in) or in the vendor’s provided system.
QUESTION: Is the Agent availability derived from an existing scheduling solution or is it new that will be entered into this solution by an ageny or supervisor?
ANSWER: This is a new project so there is no existing scheduling solution. The project will need some sort of interface for agents to enter availability.
QUESTION: Are the interview style prompts going to be created by us, or will they be provided by the university team?
ANSWER: EWU will provide the prompts.
QUESTION: There is a requirement for a knowledgebase. Is this to be created and maintained by us or will it be provided by the university?
ANSWER: EWU will create and maintain the knowledge base. The vendor only needs to provide the platform to do so.
QUESTION: Is there a requirement for a single sign on for the agents/supervisors? If yes, which solution do we integrate with?
ANSWER: No single sign on
QUESTION: On calls/web conferences that the agents make, is this an existing system or will our new system provide this?
ANSWER: Video calls can be conducted on the vendor’s system, or through an integration with Zoom or Teams.
Cody Ross Technology and Public Works Contract Administrator
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