ESBD_411990_1744918731807_CRM RFP final.pdf

Procurement Services

Request For Proposal (RFP)

RFP Number

Texas A&M University-Commerce Request For Proposals (RFP)

RFP Number

Issued Date

Response Date

3:00 PM

RFP:

DATE:

EXECUTION OF OFFER

In compliance with this RFP, and subject to all the conditions herein, the undersigned offers and agrees to furnish any or all commodities or services at the prices quoted.

A.1 Respondent Affirmation

NOTE TO RESPONDENTS: SUBMIT ENTIRE SECTION WITH RESPONSE.

This execution of offer must be completed, signed, and returned with the respondent's qualifications. Failure to complete, sign and return this execution of offer with the qualifications may result in rejection of the qualifications.

Signing a false statement may void the submitted qualifications or any agreements or other contractual arrangements, which may result from the submission of respondent’s qualifications. A false certification shall be deemed a material breach of contract and, at owner's option, may result in termination of any resulting contract or purchase order.

Addenda Acknowledgment

Receipt is hereby acknowledged of the following addenda to this RFP by entering yes or no in space provided and indicating date acquired. Enter “0" if none received.

No. 1 ______ Date

No. 2 ______ Date

A.2 Signature

By signing below, the Respondent hereby certifies as follows, and acknowledges that such certifications will be included in any resulting contract:

(i) the Response and all statements and information prepared and submitted in response to this RFP are current, complete, true and correct;

(ii) it is not given, nor intends to give at any time hereafter, any economic opportunity, future employment, gift, loan, gratuity, special discount trip, favor or service to a public servant in connection with the submitted response or any subsequent proposal. Failure to sign below, or signing a false statement, may void the response or any resulting contracts at TAMUS’ option, and the RESPONDENT may be removed from all future proposal lists at this state agency;

(iii) the individual signing this document and the documents made part of the RFP is authorized to sign such documents on behalf of the RESPONDENT and to bind the Respondent under any contract which may result from the submission of the Response;

(iv) no relationship, whether as a relative, business associate, by capital funding agreement or by any other such kinship exists between RESPONDENT and an employee of TAMUS;

(v) Respondent has not been an employee of TAMUS within the immediate twelve (12) months prior to the RFP response;

(vi) no compensation has been received for participation in the preparation of this RFQ (ref. Section 2155.004 Texas

Government Code);

(vii) all services to be provided in response to this RFP will meet or exceed the safety standards established and promulgated under the Federal Occupational Safety and Health law (Public Law 91-596) and its regulations in effect as of the date of this solicitation;

(viii) Respondent complies with all federal laws and regulations pertaining to Equal Employment Opportunities and Affirmative Action;

(ix) to the best of its knowledge, no member of the Board of Regents of The Texas A&M University System, or the Executive Officers of the Texas A&M University System or its member institutions or agencies, has a financial interest, directly or indirectly, in the Project;

(x) each individual or business entity proposed by RESPONDENT as a member of its team that will engage in the practice of engineering or architecture will be selected based on demonstrated competence and qualifications only;

(xi) if the RESPONDENT is subject to the Texas franchise tax, it is not currently delinquent in the payment of any franchise tax due under Chapter 171, Texas Tax Code, or is exempt from the payment of such taxes. A false certification may result in the Respondent’s disqualification;

(xii) under Section 231.006, Family Code, the vendor or applicant certifies that the individual or business entity named in this contract, bid, or application is not ineligible to receive the specified grant, loan, or payment and acknowledges that this contract may be terminated and payment may be withheld if this certification is inaccurate; and,

(xiii) under Section 2155.004, Government Code, the vendor certifies that the individual or business entity named in this bid or contract is not ineligible to receive the specified contract and acknowledges that this contract may be terminated and payment withheld if this certification is inaccurate.

RESPONDENT should give Payee Identification Number (PIN) (Formally Vendor ID), full firm name and address of Vendor (enter in block provided if not shown). Failure to manually sign submittal will disqualify it. The person signing the submittal should show title or authority to bind his/her firm in contract. The Payee Identification Number is the taxpayer number assigned and used by the Comptroller of Public Accounts of Texas. Enter this number in the spaces provided on the Execution of Offer.

Payee Identification Number (PIN): _________________________________________________

Sole Owner should also enter Social Security Number: __________________________________

Vendor/Company: ______________________________________________________________

Signature (INK): ______________________________________________________________

Name: _______________________________________________________________________

Title: ________________________________________________________________________

Street: _______________________________________________________________________

City/State/Zip: _________________________________________________________________

Telephone No.: ________________________________________________________________

Fax No.: _____________________________________________________________________

E-mail: ______________________________________________________________________

* By signing this RFQ, RESPONDENT certifies that if a Texas address is shown as the address of the respondent, respondent qualifies as a Texas Resident Bidder as defined in Texas Government Code, § 2252.001(4).

THIS SHEET MUST BE COMPLETED, SIGNED, AND RETURNED WITH

RESPONDENT’S SUBMISSION. FAILURE TO SIGN AND RETURN THIS

SHEET WILL RESULT IN THE REJECTION OF YOUR SUBMISSION.

NON-COLLUSION AFFIDAVIT

The undersigned, duly authorized to represent the persons, firms and corporations joining and participating in the submission of the foregoing Proposal (such persons, firms and corporations hereinafter being referred to as the "RESPONDENT"), being duly sworn, on his or her oath, states that to the best of his or her belief and knowledge no person, firm or corporation, nor any person duly representing the same joining and participating in the submission of the foregoing Proposal, has directly or indirectly entered into any agreement or arrangement with any other RESPONDENTS, or with any official of TAMUS or any employee thereof, or any person, firm or corporation under contract with TAMUS whereby the RESPONDENT, in order to induce acceptance of the foregoing Proposal by said TAMUS, has paid or is to pay to any other RESPONDENT or to any of the aforementioned persons anything of value whatever, and that the RESPONDENT has not, directly or indirectly entered into any arrangement or agreement with any other RESPONDENT or RESPONDENTS which tends to or does lessen or destroy free competition in the letting of the contract sought for by the foregoing Proposal.

The RESPONDENT hereby certifies that neither it, its officers, partners, owners, providers, representatives, employees and parties in interest, including the affiant, have in any way colluded, conspired, connived or agreed, directly or indirectly, with any other RESPONDENT, potential RESPONDENT, firm or person, in connection with this solicitation, to submit a collusive or sham bid, to refrain from bidding, to manipulate or ascertain the price(s) of other RESPONDENTS or potential RESPONDENTS, or to obtain through any unlawful act an advantage over other RESPONDENTS or TAMUS.

The prices submitted herein have been arrived at in an entirely independent and lawful manner by the RESPONDENT without consultation with other RESPONDENTS or potential RESPONDENTS or foreknowledge of the prices to be submitted in response to this solicitation by other RESPONDENTS or potential RESPONDENTS on the part of the RESPONDENT, its officers, partners, owners, providers, representatives, employees or parties in interest, including the affiant.

CONFLICT OF INTEREST

The undersigned RESPONDENT and each person signing on behalf of the RESPONDENT certifies, and in the case of a sole proprietorship, partnership or corporation, each party thereto certifies as to its own organization, under penalty of perjury, that to the best of their knowledge and belief, no member of TAMUS, nor any employee, or person, whose salary is payable in whole or in part by TAMUS, has a direct or indirect financial interest in the award of this Proposal, or in the services to which this Proposal relates, or in any of the profits, real or potential, thereof, except as noted otherwise herein.

Signature ____________________________________________

Company Name ____________________________________________

Date _______________________

Subscribed and sworn to before me this

__________ day of ________________, 20 .

Notary Public in and for the County of _____________________________, State of

___________________. My commission expires: __________________________

THIS SHEET MUST BE COMPLETED, SIGNED, AND RETURNED WITH

RESPONDENT’S SUBMISSION. FAILURE TO SIGN AND RETURN THIS

SHEET WILL RESULT IN THE REJECTION OF YOUR SUBMISSION.

FELONY CONVICTION NOTIFICATION

I, the undersigned agent for the firm named below, certify that the information concerning notification of felony convictions has been reviewed by me and the following information furnished is true to the best of my knowledge.

Supplier’s Name: ________________________________________________________

Authorized company official’s name (printed): _________________________________

Date: _______________________________

Please choose one, per the below listed criteria:

1. My firm is not owned or operated by anyone who has been convicted of a felony:

Company Representative-Printed Name Signature

2. My firm is owned or operated by an individual(s) who has/have been convicted of a felony:

Name of felon(s)

Reason for conviction: __________________________________________________

Information submitted by: Print Name Signature

3. This company is a publicly held Corporation; therefore, we are exempt from this requirement.

Company Representative-Printed Name Signature

THIS SHEET MUST BE COMPLETED, SIGNED, AND RETURNED WITH

RESPONDENT’S PROPOSAL. FAILURE TO SIGN AND RETURN THIS SHEET

WILL RESULT IN THE REJECTION OF YOUR SUBMISSION

[PROPOSAL NAME]

PROPOSAL FORM

Proposal of ____________________________________________________ (hereinafter called “respondent”) organized and existing under laws of the State of ______________ doing business as ( ) a Corporation, ( ) a Partnership, ( ) an Individual to Texas A&M University-Commerce (hereinafter called “Owner”).

In compliance with University’s Advertisement for Proposals, Respondent hereby agrees to provide the services contained herein, in strict accordance with Contract Documents.

By submission of this Proposal, each Respondent certifies that this Proposal has been arrived at independently, without consultation, communication or agreement as to any matter relating to this proposal with any other Respondent or with any competitor.

Respondent agrees to provide all the services describe in the Contract Documents.

Vendor Proposal: Attach detailed proposal, examples, including any plan drawings and/or artist renderings hereto.

Company Name (Signature)

Address of Company Name (Typewritten)

City, State and Zip Title

Telephone Date

Fax

Email Address

THIS SHEET MUST BE COMPLETED, SIGNED, AND RETURNED WITH

RESPONDENT’S PROPOSAL. FAILURE TO SIGN AND RETURN THIS

SHEET WILL RESULT IN THE REJECTION OF YOUR SUBMISSION

EAST TEXAS A&M UNIVERSITY

PROCUREMENT SERVICES & HUB PROGRAM

REQUEST FOR PROPOSAL

RFP NUMBER

B250003

CRM Solution for Student Lifecycle and Communications

PROPOSAL MUST BE RECEIVED BEFORE:

3:00 PM Central Time, May 9, 2025

PROPOSALS SHOULD BE UPLOADED TO:

https://dms.tamuc.edu/Forms/Bid

OTHER SUBMITTAL OPTIONS INCLUDE:

MAIL, HAND DELIVER, AND/OR

EXPRESS MAIL SUBMITTAL TO:

East Texas A&M University Procurement Services

McDowell Administration Bldg., Rm. 180 2600 S. Neal Street

Commerce, Texas 75428

Show RFP Number, Opening Date and Time on Return Envelope

Proposal must be received in the East Texas A&M University Procurement Services office before the hour and date specified for receipt of proposal. If it is not received in the department by due date and time, the proposal will be considered late and will be returned to the respondent.

Pursuant to the Provisions of Texas Government Code Title 10, Chapter 2156.121 - 2156.127, sealed proposals will be received until the date and time established for receipt. After receipt, only the names of proposers will be made public. Prices and other proposal details will only be divulged after the award, if one is made.

REFER ALL INQUIRIES TO:

Jessica Gossett East Texas A&M University

Assistant Director of Purchasing Phone 903-886-5220 Fax: 903-886-5039

Email: Jessica.Gossett@tamuc.edu

Table Of Contents

SECTION 1 GENERAL

1.1 Scope 4

1.2 History 4

1.3 Contract Term 5

1.4 TAMU-C’s HUB Policy and Subcontracting Requirements 6

1.5 Pre-Proposal Conference 6

SECTION 2 PROPOSAL RESPONSE

2.1 Goal 7

2.2 Scope 8

2.3 Specifications 8

SECTION 3 SELECTION PROCESS

3.1 Selection Process 9

SECTION 4 GENERAL INFORMATION

4.1 Submittal Deadline and Location 10

4.2 Notice of Holidays – Offices Closed 10

4.3 Submittal Instructions 10

4.4 Special Requirements for Respondents 10

4.5 Proposal Content and Components 11

4.6 East Texas A&M University Contact 12

4.7 Inquiries and Interpretations 12

4.8 Terms and Conditions & Contract 13

SECTION 5 GENERAL TERMS AND CONDITIONS

5.1 General 14

5.2 Alternate Proposal 13

5.3 Definitions 13

5.4 Time of Performance 13

5.5 Default 14

5.6 Termination 14

5.7 Warranties 14

5.8 Agreement Amendments 15

5.9 Independent Vendor Status 15

5.10 Right to Audit 15

5.11 Title, Risk of Loss and Freight 15

5.12 Acceptance of Goods and Services 16

5.13 Ownership of Deliverables 16

5.14 Sales and Use Tax 16

5.15 Invoicing 16

5.16 Payment 16

5.17 Reporting 17

5.18 Observance of University Rules and Regulations 17

5.19 Recall Notice 17

5.20 Non-Disclosure 17

5.21 Publicity 17

5.22 Severability 17

5.23 Non-Waiver of Defaults 18

5.24 License and Permits 18

5.25 Non-Discrimination 18

5.26 Compliance with Law 18

5.27 Federal Laws and Regulations 18

5.28 Alcohol and Drug-Free Workplace 19

5.29 Force Majeure 19

5.30 Governing Law 19

5.31 Venue 19

SECTION 6 CONTRACTUAL REQUIREMENTS

6.1 Insurance 20

6.2 HUB SubContracting Plan (HSP) 20

6.3 Public Information 20

6.4 Indemnification 21

6.5 Performance/Payment Bonds 21

6.6 Other Benefits 21

6.7 Dispute Resolution 21

6.8 Contract Administration 22

SECTION 7 KEY EVENTS SCHEDULE

7.1 Schedule 23

Attachments:

Execution of Offer Non-Collusion Affidavit Felony Conviction Notification Proposal Form Insurance Requirements Specification Package (if applicable) HUB Subcontracting Plan ( if applicable)

SECTION 1

GENERAL

1.1 Scope

East Texas A&M University seeks to implement an Enterprise Customer Relationship Management (CRM) system to track prospective students from inquiry to enrollment. The CRM system will integrate seamlessly with our Student Information System (SIS) i.e., Ellucian Banner, Document Management System i.e., Laserfiche, and CommonApp Applications, streamlining communication processes while managing application workflows and document data. Additionally, the CRM will automate tasks, improve lead conversion rates, and foster meaningful student engagement through personalized interactions at every stage of the enrollment funnel. It will facilitate personalized communication, efficiently manages student inquiries, and centralizes key student data, enabling quicker responses and tailored support. Beyond improving student services, a CRM will strengthen recruitment, retention, and alumni engagement by providing data-driven insights for informed decision-making.

By ensuring timely and relevant interactions, it boosts operational efficiency and enhances overall institutional effectiveness, benefiting both students and staff.

The services will be provided in accordance with the terms, conditions, requirements, and specifications set forth in this RFP.

Specifications are set forth as an attachment to this RFP and will become a part of the contract as if written herein. This RFP provides sufficient information for interested parties to prepare and submit proposals for consideration by the University.

1.2 History

East Texas A&M University was founded in 1889 as East Texas Normal, and at various times has been known as East Texas State

Normal College; East Texas State Teachers College; East Texas State College; East Texas State University and became a component of the Texas A&M University System in 1996. The University is located in Commerce, Texas, approximately sixty-five (65) miles northeast of the Dallas/Fort Worth Metroplex.

East Texas A&M University is a multi-purpose, regional state university, serving the people of Texas, as well as out-of-state and international students. As a center of learning, East Texas A&M University accepts its responsibilities for teaching, scholarly research and creative activities, and public service.

East Texas A&M University encourages an active intellectual environment by supporting scholarly research and creative activities that advance human achievement and stimulate the intellectual growth of both faculty and students.

East Texas A&M University provides educational programs necessary for professional success of personal growth, and responsible citizenship. Through both formal and informal activities, students have the opportunity to acquire knowledge; learn reasoning and communication skills; examine their goals, values and potentialities; and, develop an enduring commitment to learning.

East Texas A&M University serves its region by providing information, facilities, research and resources to address the needs of its constituency and by sharing its public educational programs, cultural activities, and the expertise of its personnel.

The Agricultural Multipurpose Education and Expo Complex (AMEEC) is a state-of-the-art Facility with modern technology and equipment to generate curricula and experiencs that inspire and engage.

The AMEEC will further the mission of East Texas A&M University by living up to its creed and bolstering its already prestigious agricultural science program. In addition to offering one of the nation’s only sustainable wheat, cotton, and corn crop-growing programs, East Texas A&M University will expand on its reputation for providing quality agricultural education through the AMEEC.

The AMEEC will offer students an on-site opportunity to receive training on processing livestock, thus fueling an immense and growing market in the region. The AMEEC will also serve as a center to gather students, staff, and community members for contests, competitions, programs, and hands-on training, whether for prospective students or long-time industry workers.

East Texas A&M Universities vision for the AMEEC is thus a promise fulfilled—a promise set forth in our university’s motto.

1.3 Contract Term

The original contract period for an agreement resulting from this RFP will be from the date of award for three (3) years with two additional one (1) year terms.

1.4 East Texas A&M University HUB Policy and HUB Subcontracting Requirements

It is the policy of East Texas A&M University to encourage the use of Historically Underutilized Businesses (HUBs) in our prime contracts, subcontractors, and purchasing transactions. The goal of the HUB program is to promote equal access and equal opportunity in East Texas A&M University contracting and purchasing.

1.4.1 HUB Subcontracting Plan (Required if Subcontractors will be used during Services)

Subcontracting opportunities is not anticipated for this RFP; therefore a HUB Subcontracting Plan (HSP) is not required. In the event that the RESPONDENT determines a subcontractor(s) will be used, the RESPONDENT WILL BE required to make a good faith effort and complete the State of Texas HUB Subcontracting Plan found at: http://www.window.state.tx.us/procurement/prog/hub/hub-forms/

FAILURE TO SUBMIT A COMPREHENSIVE, ACCEPTABLE HUB SUBCONTRACTING PLAN (only if subcontractors will be used by the RESPONDENT for these services) WILL BE CONSIDERED A MATERIAL FAILURE TO COMPLY

WITH THE REQUIREMENTS OF THE RFP AND WILL RESULT IN REJECTION OF THE RESPONSE.

Please contact East Texas A&M University ’s Chief Procurement Officer, Mr. Travis Ball, at Travis.Ball@tamuc.edu for assistance with completion of requirements as stated.

http://www.window.state.tx.us/procurement/prog/hub/hub-forms/ mailto:Travis.Ball@tamuc.edu

SECTION 2

STATEMENT OF WORK

2.1 Goal

East Texas A&M University (herein referred to as university) is seeking proposals from qualified vendors to provide a CRM Solution for student lifecy and communications. Vendors will submit a proposal that includes all necessary items that are needed to perform the complete scope of work.

2.2 Scope:

The proposed CRM solution should meet the following functional requirements:

S. No Functional Requirements (FR) Area

FR

No.

Specific Functional Requirements (FR) Priority

1 Admissions & Enrollment Management - Undergraduate & Graduate Level

1.1 Track student stages across the enrollment funnel (Prospect → Inquiry → Applied → Admitted → Enrolled) with send communication based on the stage.

Must

1.2 Automated communication workflows across various

mediums (Email, SMS, WhatsApp or similar for drip campaigns) for the entire student funnel, lead scoring, alumni and donor engagement funnel.

1.3 Multiple pre-configured enrollments tracking and

communication analytical dashboards with the ability to create multiple customized dashboards based on user role-based profile with intuitive GUI.

1.4 Multiple pre-set reports to track student stages through the complete enrollment funnel (prospect to enrollment) with the ability to create multiple customized reports and assign access based on user role-based profile.

1.5 Ability to segment and categorize student stages by academic college and by degree program.

1.6 Deliver a customizable online application module for

development and portal customizable by student stage to display stage status to the student and additional enrollment information as a PURL or similar unique web landing page authenticated to the student.

1.7 Ability to create and manage online applications with

multiple and overlapping terms.

Must

Ability to manage various document types with upload, and drop/drag capabilities for the user and administrative document management capabilities.

1.8 Ability to create a mobile optimized, customizable and

dynamic admissions application and inquiry forms.

1.9 Ability to process fees with integration to multiple payment gateways, including but not limited to PayPal, Cashnet, TransAct and similar.

1.10 Deliver an event management, module with customizable

capabilities that include event registration, registration waitlist, confirmation & cancelation tracking, check-in, and automated confirmations/reminders.

1.11 Appointment scheduling capabilities (e.g., Calendly, Outlook or similar integration).

1.12 Ability to send uploaded application and supplemental

documents to Document Management system, Adobe sign/DocuSign or similar.

1.13 Ability to create and manage multiple users by role-based profile, with the unique ability to assign a student record by location code to users by profile.

1.14 Ability to create and launch various communication plans delivered as blast and drip campaigns across all student stages simultaneously.

1.15 Deliver pre-configured and additional customizable email templates and SMS templates that support use of graphics, video and plug-ins, Google analytics and tracking codes.

1.16 Ability to store and utilize lead scoring data to customize communication plans.

2 Data Management, Integration & Security

2.1 Integration with ETAMU's SSO for user accounts, preferably

SAML

2.2 Local users (Admin & Service Accounts) must be compliant

with ETAMU password policy for administrative & service accounts - 16+ character complex password, password history and MFA

2.3 Role-based access control is native to the application. There are well-define roles with associated permissions that provide features and functions in the system. End-users are segregated by principal type.

2.4 Robust procedural support for on-boarding and off-boarding users. Less clickity-click.

2.5 Robust data retention administration for the ETAMU

administrators of the application

2.6 SAAS providers must be TX-RAMP Level 2 Certification Must

2.7 Can furnish audit reports to ETAMU such as SOC 2 Must

2.8 End-to-End encryption for data in transit and confidential data at rest.

2.9 Support for a System Use Notification on login screens Must

2.10 Session Locking - 30 minutes of inactivity Must

2.11 Session Termination - Once a user has logged out, the user session should be automatically terminated. Other events which might trigger automatic termination of the session include organization-defined periods of user inactivity, targeted responses to certain types of incidents, or time-of-day restrictions on system use. Add user alerts before termination.

2.12 Audit trails include AT LEAST all of the following: login, logout, actions performed, and source IP address.

2.13 Audit trails provide visibility into user activities aiding in detecting potential security incidents.

2.14 Activity Logs are available and accessible to customer

administrators

2.15 Retention of Audit logs is 90 days or greater Must

2.16 Must have a VPAT for Accessibility Must

2.17 Separate and Dedicated function for addressing security

related concerns like notifying about incident reports.

2.18 Frequency of Updates or New Features to be a controlled

release with a non-blocking user acceptance process Want

2.20 Upon termination of any future agreement, provider will

ensure that the provider can export logs at the request of ETAMU within five days.

2.21 Data migration, backup, long-term storage and Must

disaster recovery plans.

2.22 FERPA, HIPAA, and compliance with local, state, and federal regulations.

Must

2.23 Role-based access control and ability to program

data permissions.

Must

2.24 Automated data retention and purge policies. Must

2.25 Bi-directional data exchange with Banner, middleware’s like Axiom, Constituo or similar, document management system like Laserfiche or similar, financial systems, ERP, and other university platforms and applications for seamless bi-directional data exchange.

Must

2.26 Data access for reporting with audit trails and field-

level security.

Must

2.27 Audit log to track all changes within the CRM. Must

2.28 Include separate Testing and/or Development environments. Must

2.29 Upon termination of any future agreement, provider will

ensure that ETAMU data is purged upon termination of the agreement with accommodations as necessary to comply with any applicable regulatory obligations.

Must

2.30 Upon termination of any future agreement, provider will

ensure that ETAMU data is portable as a record in a standard format that can be imported into another application.

3 Support & Reliability 3.1 24/7/365 customer support. Want

3.2 Phone/Zoom support – For urgent issues, 24/7 or during

business hours.

3.3 Email support – For non-urgent tickets, with a defined

response time.

3.4 Live chat – Useful for quick troubleshooting/questions.

Preferably IVY chatbot integration or similar.

3.5 Knowledge base/FAQ – Self-service options for common

issues.

3.6 Dedicated account manager/Tech Support – For high-priority cases, technical configuration and strategic support.

3.7 Industry-standard uptime and system reliability expected to Must be 99.9%

3.8 Industry-standard uptime and system reliability expected to be 99.99%

3.9 Scalable multi-campus deployment with platform

extensibility.

3.10 Support Response Time –

Severity Level Example Issue Response

Time Resolution Time

Critical (P1)

System down, major business impact

15-30 min 4-6 hours

High (P2) Key function impaired, work disrupted

1 hour 8-12 hours

Medium (P3)

Minor issue, workaround available

4-8 hours 1-2 business days

Low (P4) General question, cosmetic issue

1 business day

3-5 business days

Must

4 Philanthropy & Engagement 4.1 Comprehensive donor and alumni profiles Want

4.2 Relationship tracking (family, employer, past giving, membership, interests)

4.3 Contact history Want

4.4 Engagement tracking Want

4.5 Pledge and donation tracking (one-time, recurring, major

gifts)

4.6 Campaign and appeal management Want

4.7 Integration with payment processors Want

4.8 Matching gifts and corporate giving management. Auto-

response and receipting options during payment processing

4.9 Giving Society management Want

4.10 Event management and RSVP tracking Want

4.11 Volunteer management Want

4.12 Personalized communication and stewardship plans Want

4.13 Donor impact reporting and recognition Want

4.14 Wealth screening and predictive analytics Want

4.15 Pipeline tracking for major gifts Want

4.16 Task automation for follow-ups and stewardship Want

4.17 Email and direct mail automation Want

4.18 Texting capabilities Want

4.19 Social media and digital engagement tracking Want

4.20 Personalized outreach based on donor history and interests Want

4.21 Real-time dashboards for fundraising progress Want

4.22 Custom reporting tools for donor trends Want

4.23 ROI analysis for campaigns and events Want

5 Marketing & Communication 5.1 Drip campaigns and email design according to ETAMU brand standards

5.2 API endpoints to facilitate connections to forms, and to

expedite data updates from non-CRM sources (website, mobile apps, other platforms)

5.3 Social media and digital engagement tracking. Must

5.4 Speed to lead capability - with scripted and branded

communications

5.5 CC/BCC functionality for automated emails. Must

5.6 ROI analysis for campaigns and events. Must

5.7 AI-driven chatbots and virtual assistants with unified student interaction tracking.

5.8 Ability to create 'views' for each area utilizing the platform to keep it clean and organized so the owner can see everything but each area can only see their pieces.

5.9 Enhanced Predictive Reporting to optimize inbound

marketing efforts in tertiary markets.

6 Data Duplicate Management 6.1 Preventing duplicates from entering the CRM database in the first place by implementing validation rules or checks during data entry.

6.2 Automatically detect and merge duplicates based on

predefined rules, ensuring data cleanliness without manual intervention.

6.3 Manual review and merging of duplicates at specific times, such as after importing data or merging databases into a single, accurate record.

6.4 Use of matching rules to compare fields like email addresses, names, or phone numbers to identify potential duplicates.

6.5 Identify potential duplicates by comparing records based on predefined criteria.

7 Reporting, Analytics & AI 7.1 Predictive Enrollment Modeling to forecast student enrollment trends based on historical data.

7.2 AI-driven lead scoring to prioritize high-potential applicants. Want

7.3 Enrollment Funnel Analytics to track conversions from

inquiry to enrollment and optimize recruitment efforts.

7.4 AI Chatbots & Virtual Assistants to automate student

inquiries, application tracking, and support.

7.5 Automated Communication Recommendations where AI

suggests personalized outreach (email, SMS, push notifications) based on student behaviors.

7.6 Real-time dashboards with interactive views of key

performance indicators (KPIs) for the student enrollment funnel, showcasing conversion rates throughout the student lifecycle (from inquiries to enrollment).

7.7 Ability to export reports and integrate with third-party

analytics tools

7.8 ROI Analysis for Marketing & Outreach to assess the

effectiveness of recruitment campaigns, events and optimize marketing spend.

7.9 Easily select, sort, and filter data by elements, categories, statuses, and workflows, including user-defined fields.

7.10 Create data subsets with sorting, totaling, and subtotals. Must

7.11 Import/export data in standard formats (Excel, PDF, CSV, Text, etc.).

7.12 Create, save, and run queries for standard and custom tables. Must

7.13 Generate and customize visually appealing reports based on queries.

7.14 Customize reports with logos. Printable and exportable for use in presentations, ppt, google slides etc.

7.15 Ad hoc reporting for querying data and supporting

workflows and decision-making.

7.16 Include standard, modifiable reports (e.g., rosters, enrollment funnel, financials, leads).

7.17 Real-time query execution, ensuring reports reflect up-to-date information.

7.18 Mobile access to data for review. Must

7.19 Schedule and run multiple reports concurrently. Must

7.20 Email report outputs for scheduled reports. Must

7.21 Include customizable dashboard components for reporting. Must

7.22 AI-based transcript and document assessment. Want

7.23 Allow users to choose preferred means of communication. Must

7.24 Allow data to be read from an API. Want

8 Event Management 8.1 Ability to create ad hoc, secure, online registration forms for special events, conferences and forums by linking to existing websites.

8.2 Ability to import and export registrants for upcoming

conference or event from standard formats (e.g., xlsx, csv, etc.).

8.3 Create categories for a registrant and conference which

define stages in the workflow process.

8.4 Automatically update registrant status based on defined

events (e.g., complete specified portions of registration).

8.5 Ability to track registrants and update scoring based on

attendance.

Implementation, Pricing, Training and Support

1. Outline the comprehensive support, diagnostic, and consultative services offered.

2. Specify any services explicitly excluded from implementation support.

3. Detail the recommended implementation strategy, including on-site coordination, best practices, consulting options, and professional services.

4. Clarify whether your company provides ongoing consulting services beyond implementation to support institutional alignment throughout the process.

5. The total project cost includes consulting services (such as pre-implementation planning for business process mapping and communication strategy), professional implementation, data migration, training, and software—bundled into a single, comprehensive price.

6. Tentative Schedule

Qualifications and Experience

1. Provide a brief history and qualifications of the vendor.

2. Detail your experience in the Higher Education sector

3. Highlight key differences between your company and competitors, such as unique features, services, or technological innovations.

4. Provide contact information for a representative from your company for this procurement opportunity.

References

Provide at least three references, including the client’s name, contract person, address, phone number, services provided, and the duration of your engegement wich each entity prefereably Texas clients and Banner schools.

Issue RFP 04/15/2025 Proposals Due 05/04/2025 Proposal Reviews and Vendor Shortlisting 05/05/2025 - 05/12/2025 On Campus CRM Solution Demos 05/19/2025 – 06/02/2025 CRM Selection 06/03/2025 - 06/13/2025 CRM Implementation 06/16/2025

GO-LIVE 01/05/2026

SECTION 3

SELECTION PROCESS

3.1 Selection Process

University will base its choice on demonstrated competence, knowledge, and qualifications and on the reasonableness of the proposed fee for the services; and if other considerations are equal, give preference to a consultant whose principal place of business is in the state or who will manage the consulting contract wholly from an office in the state.

The RESPONDENT selected will be the one who’s experience and qualifications, as presented in response to this RFP, establish them, in the opinion of University, as well qualified and offering the greatest benefits, experience and value to University. University may cancel this RFP or reject proposals at any time prior to an award, and is not required to furnish a statement of the reasons why a particular proposal was not deemed to be the most advantageous.

Should University determine in its sole discretion that only one RESPONDENT is fully qualified, or that one vendor is clearly more highly qualified than the others under consideration, a contract may be negotiated and awarded to that RESPONDENT. The award document will be an agreement incorporating by reference all the requirements, terms and conditions of the solicitation and the RESPONDENT’s proposal as negotiated.

Submission of proposals indicates RESPONDENT's acceptance of the evaluation techniques and the recognition that subjective judgments must be made by University during the evaluation process.

The selection of the successful proposal may be made by University on the basis of the proposals initially submitted, without discussion, clarification, or modification. In the alternative, selection of the successful proposal may be made by University on the basis of negotiation with any of the RESPONDENTS. University shall not disclose any information derived from the proposals submitted by competing RESPONDENTS in conducting such discussions.

All proposals must be complete and convey all of the information requested to be considered responsive. If a proposal fails to conform to the essential requirements of the RFP, University alone will determine whether the variance is significant enough to consider the proposal susceptible to being made acceptable, and therefore a candidate for further consideration, or not susceptible and therefore not considered for award.

University reserves the right to check references prior to award. Any negative responses received may be grounds for disqualification of the proposal.

University reserves the right to accept or reject any or all offers, to waive informalities and technicalities, to accept the offer considered most advantageous, and/or to make the award to the most responsive vendor.

Respondent may be requested to provide an on-site presentation. Respondent will be notified in writing for the detailed invite. The date has not been set for presentations, but we will communicate that if your company is selected to present.

SECTION 4

GENERAL INFORMATION

4.1 Submittal Deadline and Location

All proposals must be received by East Texas A&M University Procurement Services Department no later than 3:00 P.M. CENTRAL TIME, MAY 9, 2025 in a sealed envelope or box marked “RFP B250004” or through the online portal.

Proposals are to be submitted online at https://dms.tamuc.edu/Forms/Bid

Alternatively, we will accept proposals:

MAIL, HAND DELIVER, AND /OR

EXPRESS MAIL SUBMITTAL TO:

East Texas A&M University Procurement Services Department

McDowell Administration Bldg., Rm. 180 2600 S. Neal St.

Commerce, Texas 75428

Late proposals will not be considered under any circumstances. Late proposals properly identified will be returned to the Respondent unopened.

Telephone and/or facsimile (Fax) proposals are not acceptable under any circumstances.

4.2 Notice of East Texas A&M University Holidays – Offices Closed

East Texas A&M University offices will be closed for the agency’s holidays as indicated below:

N/A

Telephone calls and emails will not be answered, and mail and deliveries will not be received during these holiday periods. Respondents are advised to consider these dates when scheduling telephone calls, emails, and mailing or delivery of proposal responses.

4.3 Submittal Instructions

Proposal responses including Execution of Offer must be signed by the Respondent’s company official authorized to commit such proposals.

Submit the entire file online through the website listed above OR submit one (1) original printed copy and one (1) External Storage Device, or “Jump Drive”, with a single file of the complete proposal. Failure to do so may be grounds for rejection of your response.

Proposal response package (envelope/box/carton) must indicate on the lower left-hand corner the Respondent’s company name and address, and the RFP number and opening date.

NOTE: All electronic copies or “Jump Drive” copies must either be in Microsoft Office Software or Adobe Portable Document Format (PDF).

4.4 Special Requirement for Respondents

[Not applicable or already specified in other parts of this RFP.]

4.5 Proposal Content and Components

4.5.1 Proposals should be prepared simply and economically, providing a straightforward, concise description of the Respondent’s ability to meet the requirements and specifications set forth in this RFP. Emphasis should be on completeness, clarity of content and responsiveness to the requirements and specifications set forth in this RFP.

4.5.2 Respondents are requested to submit a proposal that represents their best offer, as East Texas

A&M University does not anticipate utilization of the “Best and Final Offer” process.

4.5.3 Proposal text is to be typed single-spaced on one side of each page. All pages are to be on 8

½ X 11-inch paper with all pages numbered sequentially and correspond with the table of contents.

4.5.4 The following information is to be returned as part of your proposal response.

Proposals submitted without this information will be evaluated accordingly:

• Signed Execution of Offer

• Completed Proposal Form

• Felony Conviction Notification

• Non Collusion Affidavit

• Demonstrated Experience and Qualifications

• Company Information

• References

• Pricing in accordance with the specifications

• Copies of all addenda that may be issued for the RFP signed by same authorized

Respondent representative who signs the Execution of Offer, or acknowledgment on the Bid Form.

4.5.5 The proposal response should also include the following information. Proposals submitted without this information will be evaluated accordingly:

• A table of contents by section to the appropriate pages

• An executive overview that provides a concise overview of the services being offered to meet the requirements of this RFP, the Respondent’s general approach to providing the services and deliverables, and documentation as to why the Respondent is the best qualified.

• A proposal narrative that is concise yet offers a complete explanation of the project. Be specific in justifying the proposal in terms of the goals and objectives described in the

RFP.

• A statement of qualifications which includes:

a) Introduction – Content shall be at the discretion of the Respondent.

b) Company background – Must provide relevant experience (years in business) with projects of this size and scope.

c) Qualifications – Information provided for professional and support staff, and/or any

Subcontractors must demonstrate experience and qualifications in their particular work assignment for the project. Information provided for similar projects must be substantiated with current references. Describe the services you organization has provided in the past three (3) years that demonstrates your organization’s capability to carry out the proposed services.

d) Project management – Describe project organization and management methods that are most appropriate to perform the services and provide deliverables as required in this RFP. The description shall include procedures, cost and time schedules, and any other management considerations appropriate to this RFP. Contract and project managers and key personnel shall be identified. Any subcontractors shall be identified and the intended scope of their work detailed. Office locations for key personnel and any subcontractors shall be identified. The management methods shall address cost or price monitoring and control. The Respondent’s management and project tracking capabilities shall be described.

e) In response to this RFP, RESPONDENT must submit a Financial Proposal that clearly identifies all costs, fees and/or charges to East Texas A&M University over the term of the agreement. No particular form of Financial Proposal is required, but it must be clear and plainly identify all costs, fees and/or charges.

• Proposer shall provide a list of at least 3 references where they have provided management and operational services of this type and scope. References shall include, name of school, address, point of contact, and phone number. A negative reference may be cause for disqualification of proposal. On site visit of reference may be requested.

4.6 East Texas A&M University Contact

Any questions or concerns regarding this Request for Proposal shall be directed in writing to:

Jessica Gossett East Texas A&M University Procurement Services PO Box 3011 Commerce, TX 75429 Email: Jessica.Gossett@tamuc.edu Phone: 903-886-5220 Fax: 903-886-5039

East Texas A&M University specifically requests that Respondents restrict all contact and questions regarding this RFP to the above-named individual.

4.7 Inquiries and Interpretations

Responses to inquiries which directly affect an interpretation or change to this RFP will be issued in writing by addendum. Only inquiries which are replied to by formal written addenda shall be binding.

Oral and other interpretations or clarifications will be without legal effect.

NOTICE: THE DEADLINE FOR WRITTEN QUESTIONS IS 12:00 P.M. CENTRAL TIME,

April 24, 2025.

Notice: It is the responsibility of Respondents who download this RFP from the Electronic State Business Daily (http://esbd.cpa.state.tx.us) to check the website for any addenda for this RFP. All such addenda issued by East Texas A&M University prior to the time that proposals are received shall be considered part of the RFP. The Respondent shall consider and acknowledge receipt of such addenda by including signed copies of such addenda in their response.

The addendum for listing all questions and answers is scheduled to be available posted on the above referenced website on April 28, 2025 by 3:00 pm.

http://esbd.cpa.state.tx.us/

4.8 Terms and Conditions and Contract

All terms and conditions and other requirements contained in this RFP shall govern any Agreement issued as a result of this RFP. Additional or attached terms and conditions which are determined to be unacceptable to University shall result in the disqualification of the proposal. By submitting a response to this RFP, you affirm your company’s intention to enter into an agreement under the terms and conditions listed in the contract example. No other form of contract will be utilized as a result of this RFP.

SECTION 5

GENERAL TERMS AND CONDITIONS

5.1 General

5.1.1 Proposal should be prepared simply and economically, providing a straightforward and concise description of the Respondent's ability to meet requirements of this RFP. Emphasis should be on completeness, clarity of content, and responsiveness to the RFP's requirements.

5.1.2 The University reserves the right to accept or reject any and all proposals, to waive informalities and technicalities, and to accept the proposal considered the "best value" and most advantageous and award to the most responsive proposal. Additionally, all Respondents are hereby notified that East Texas A&M University shall consider all factors it believes to be relevant in the selection of the most responsive proposal including but not limited to both subjective and objective criteria and the ability of the Respondent to perform the requirements of this RFP.

5.1.3 This RFP is a solicitation for proposals and is not a Contract or an offer to Contract. The

University is not obligated to award a Contract and reserves the right, at the University’s exclusive option to: (1) enter into Agreements or other Contractual arrangements for all or any portion or portions of the requirements and specifications set forth in this RFP with one or more Respondents; (2) reject any and all proposals and re-solicit proposals; (3) reduce/revise the scope of work and choose portions of the work that are within the University’s budgetary limits or (4) reject any and all proposals and temporarily or permanently abandon the procurement, if deemed to the best interests of University.

Additionally, the University reserves the right to make award/s and enter into Agreement/s that stipulate options to purchase all or only specific parts of the items and/or services included in the awarded proposal/s on an “as needed” basis or an “as funded” basis.

By responding to this RFP, the Respondent fully understands and agrees that award/s and resulting Agreement/s for the purchase of any or all portions of the items and/or services included in this RFP is contingent upon availability of sufficient funding.

5.1.4 Proposals are to be valid for a minimum of ninety, (90) days from the submittal deadline date to allow time for evaluation, selection and any unforeseen delays.

5.1.5 The Respondent agrees to protect the State of Texas and the University from claims involving infringement of patents or copyrights.

5.1.6 The Respondent hereby assigns to purchaser, any and all claims for overcharges associated with any Contract resulting from this RFP which arise under the antitrust laws of the United States 15 U.S.C.A. Section 1, et seq. (1973) and which arise under the antitrust laws of the State of Texas, Texas Business and Commercial Code Ann. Sec. 15.01, et seq. (1967).

5.1.7 No substitutions or cancellations permitted without written approval of the University.

5.1.8 Upon award, delivery shall be effective as stated unless the Seller obtains approval from

University for late delivery. Delivery shall be made during normal working hours only unless University approves otherwise. Delivery may be a factor in award.

5.1.9 Proposals and any other information submitted by the Respondent in response to this RFP shall become the property of the University.

5.1.10 Respondents electing to reply to this RFP are responsible for all cost incurred by the Respondent for proposal preparation, submittal, presentations (oral or otherwise) that may…