RFI SSC0001 - CRM SaaS.pdf

Request for Information (RFI):

Customer Relations Management (CRM) as Software as a Service (SaaS)

STARS AND STRIPES

1. RFI Overview

Stars and Stripes is seeking a Customer Relations Management (CRM) solution delivered as

Software as a Service (SaaS) to streamline and unify the advertising process for the Stars and Stripes Newspaper. The goal is to integrate and consolidate various aspects of customer relations, advertising management, and workflow optimization within a centralized

CRM platform, enhancing efficiency and coordination in their advertising operations.

Please note that this Request for Information (RFI) is for informational purposes only, and no contract will be awarded as a result. A firm or organization’s response to the RFI —or lack thereof—will have no impact on the evaluation of responses to any subsequent Request for Proposals (RFP). Responses will be used solely for information and planning purposes.

Please note that all responses will be public record. Do not submit confidential information in your response.

1.1. RFI Contact

We have designated the following person to be the official contact for this RFI. This individual is the only authorized contact permitted to communicate on behalf of the Stars and Stripes about this RFI.

Contact information for RFI point of contact:

Elizabeth Drumm

Chief Contracting Officer

DMA Stars and Stripes USA and Europe

Drumm.elizabeth@stripes.com mailto:Drumm.elizabeth@stripes.com

1.2. Submission Details

Please submit your responses to this RFI via email to the RFI point of contact above before the due date identified in Section 1.3. When submitting your response, please include Appendix A and B.

Physical (paper) copies of RFI responses are not allowed.

If you have any questions about this RFI, please direct them to the RFI contact during the appropriate period identified below in Section 1.3.

1.3. RFI Timeline

Please review the RFI timeline below. Dates may be modified or amended by the Stars and Stripes, which will post an amendment to this RFI notifying prospective respondents of any change.

● Request for Information (RFI) No.: RFI-SSC001

● RFI Released: 10 Feb 2024

● Deadline for Questions: 8 Apr 2024

● Responses Due: 16 Apr 2024

1.4. RFI Conference / Information Session

An optional RFI Information Session for this RFI might be held to answer questions from prospective respondents if needed. During the Information Session, Stars and Stripes staff will summarize the goals of the RFI, and the information requested. Stars and Stripes staff will take questions from prospective respondents and community members during the Information Session. Any answers given at the Information Session are tentative, and final answers will be provided via a Q&A document released after the Deadline for Questions identified in Section 1.3.

2. Background Information

2.1. Goals and Outcomes

The primary goal of this Request for Information (RFI) is to identify and procure a comprehensive Customer Relations Management (CRM) solution delivered as Software as a

Service (SaaS) for Stars and Stripes, with the aim of transforming and optimizing the advertising process for the Stars and Stripes Newspaper.

Upon successful implementation, the CRM SaaS solution will integrate and consolidate diverse facets of customer relations, finance, advertising management, and workflow processes into a unified platform. This outcome is anticipated to significantly enhance operational efficiency, improve coordination, and provide Stars and Stripes with a streamlined and effective system for managing their advertising operations.

2.2. Background

The background leading to the issuance of this Request for Information (RFI) for a Customer

Relations Management (CRM) solution at Stars and Stripes is a recognition of the need for modernization and optimization of our current advertising processes. Stars and Stripes

Newspaper, like other media organizations, may have faced challenges in managing customer relations, advertising workflows, and overall operational efficiency. The decision to seek a CRM solution delivered as Software as a Service (SaaS) is a strategic initiative to leverage technology for streamlining and unifying these processes, aiming for greater efficiency, coordination, and effectiveness in advertising operations. The desire to integrate and consolidate various aspects of the advertising lifecycle is a proactive approach to improving the overall workflow and customer experience in the management of all aspects of advertising for the Stars and Stripes Newspaper.

3. Information Requested

3.1. Who We’re Looking For:

Potential respondents to the Request for Information (RFI) from Stars and Stripes should ideally be companies or providers with expertise in delivering Customer Relations

Management (CRM) solutions as Software as a Service (SaaS). Stars and Stripes would expect qualified respondents to have a proven track record in developing and implementing

CRM systems tailored to the needs of media and publishing industries, specifically focusing on advertising processes. Respondents should demonstrate capabilities in integrating and consolidating customer relations, advertising management, and workflow optimization features within a centralized CRM platform, ultimately enhancing efficiency and coordination for Stars and Stripes' advertising operations. Additionally, they may be expected to showcase experience in working with similar organizations and delivering successful outcomes in streamlining advertising workflows.

3.2. What We’re Looking For:

We are looking for features as follows:

1. Payment and Financial Management:

- ACH Payment Incentives

- Alternative Payments/Barter Tracking

- API & Premium Integrations

- Integration of Authorize.Net or equivalent.

- Auto Payments

- Custom Contracts & Invoices

- Custom Fields

- Custom Invoice Item Types

- General Ledger Reporting

- Payment Plans

2. Advertising and Creative:

- Ad Library

- Ad Proofs

- Drag & Drop publication layouts.

- Online portal for advertiser approvals of ads

- Sales flyer library

- Media Kits

- Proposal Package Templates

- Camera Ready ad submission with preflight tools

3. Workflow and Project Management:

- Automation & Workflow Engine

- Card-Style (Kanban) Task Pipelines

- Projects

- Ticket-Based Support (customer to sales team, sales team to finance/graphic artist)

4. Sales and Customer Relationship Management (CRM):

- Commission Tracking

- Digital Signatures

- Goals Department Sales

- Goals Management Sales Rep

- Integration of Google Ad Manager

- Lead Scoring

- Sales Forecasting

- Two-Way Adobe InDesign Integration

5. Communication and Collaboration:

- Additional Support & Onboarding

- eCommerce Checkout

- Integration of Microsoft Calendar

- Integration of Microsoft Email

- Integration of DocuSign

- Integration of MailChimp for mass email & SMS Campaigns

- Landing Page Creation

- In-Software Calling

- User Groups/Teams

6. Miscellaneous:

- Auto-Renewing Products

- Forecasting

Respondents are invited to provide information on the following subjects of interest to the

Stars and Stripes: Feedback on Planned Approach/Information about Y Technology

Marketplace/How Project will Impact X Community/etc. Respondents may/may not include additional attachments with their response document.

7. Industry Engagement Objectives

This RFI is being posted on https://sam.gov/content/home to allow for the public and private sectors to review the RFI and provide feedback. The responses received will be used to assist in finalizing requirements and in developing achievable objectives and deliverables for a potential subsequent competitive procurement process.

8. Recommendations from Industry

Industry recommendations that do not restrict the level of competition will be given consideration. Recommendations that favor a particular solution will be entertained, however Stars and Stripes reserves the right to accept or reject any recommendation(s) at its discretion.

9. Review of the RFI

Stars and Stripes reserves the right to request additional information for clarification during the review of the responses to this RFI, and/or to consider a subsequent modification of the response put forward by a Respondent.

No payment will be made by Stars and Stripes for any costs incurred and associated with the preparation and submission by the Respondent of responses to this RFI. All costs are the sole responsibility of the Respondent.

10. No Obligation

The issuance of this RFI does not create an obligation for Stars and Stripes to issue a subsequent competitive procurement process and does not bind Stars and Stripes legally or otherwise, to enter into any agreement or to accept any suggestions from Respondents.

This RFI process is not a bid solicitation, and a contract will not result from this request.

Respondents are advised that any information submitted to Stars and Stripes in response to this RFI may be used by Stars and Stripes in the development of a subsequent competitive procurement process. However, Stars and Stripes is not bound to accept any of such information and/or expression of interest or to consider it further in any associated documents such as an RFP.

11. Confidentiality

Information provided by Respondents through their RFI response is subject to the Access to Information Act. Respondents should identify any submitted information that is to be considered as either company confidential or proprietary. Stars and Stripes will not reveal any designated confidential or proprietary information.

12. Information Will Not Be Returned https://sam.gov/content/home

The RFI response and any accompanying information or documentation provided by a Respondent will not be returned.

13. Information in RFI only an Estimate

Stars and Stripes make no representation, warranty or guarantee as to the accuracy of the information contained in the RFI or issued by way of addenda. Any quantities shown or data contained in this RFI, or provided by way of addenda, are estimates provided only as general background information.

14. Language

RFI responses are to be provided in English.

15. Procurement Process

By this open RFI Stars and Stripes is seeking technically experienced, capable and financially stable companies to submit their interest in responding to a subsequent RFP for the provisions of the above-mentioned requirements.

16. Terms of Reference

• Respondents may submit questions to this RFI to the RFI Contact by April 8, 2024, 10:00 AM CET. An addendum with all accumulated questions and answers will be published on https://sam.gov/content/home by April 11, 2024, 5:00 PM CET.

• In order for interested Respondents qualifications to be considered, Stars and Stripes requests that the RFI responses be provided to the RFI Contact at the following address:

drumm.elizabeth@stripes.com The subject line of the transmission must state: RFI-SSC001, CRM as SaaS

• Stars and Stripes requests that RFI responses be provided by 15:00 pm CET on April 16, 2024

• Stars and Stripes reserves the right to request supporting details and validate any information, qualifications and capabilities provided by the Respondent(s).

• Stars and Stripes reserves the right to cancel this RFI at any point and/or refrain from issuing an RFP.

• Neither this RFI nor any subsequent selection process will in any way impose an obligation or responsibility on Stars and Stripes (I) to execute any contract with any Respondent and (ii) for any costs incurred by a Respondent to respond to this RFI. By submitting a response to this RFI, Respondents waive any right to seek costs or damages or any other remedy against Stars and Stripes with respect to this RFI or any subsequent RFP or other selection process.

https://sam.gov/content/home mailto:%20drumm.elizabeth@stripes.com mailto:%20drumm.elizabeth@stripes.com

17. RFI RESPONSE

The Respondent's RFI response should include the following items:

> A signed copy of the Expression of Interest (form provided below in Annex A).

> A description of the Respondent's capabilities on delivering a CRM as SaaS, as per the requirements outlined in above (maximum fifteen (15) pages total on the Respondent's letter head); and

> Detailed feedback and answers to the questions outlined in Annex B below.

ANNEX A- EXPRESSION OF INTEREST

This form is used to confirm your company’s intent to respond to a subsequent Request for Proposal.

RFI No.: SSC001

Dear Sir or Madam:

We hereby confirm our interest in responding to a RFP. We acknowledge and warrant that we meet the mandatory requirements stated in this notice, and possess the requisite experience and expertise, as well as the financial stability to (I) fulfill the service; or (ii) supply the goods.

Signed:

Name & Title:

(point of contact)

Company:

Address:

Telephone:

Mobile:

Email:

URL:

ANNEX B- INDUSTRY ENGAGEMENT

Areas we need your input:

Please submit your recommendations in writing. It is not expected that all questions will elicit a response, neither should the written submissions be constrained by the below questions:

1. Describe your proposed solution to Stars and Stripes for the requirement identified in Section3.

Note that industry solutions are not to be constrained and/or limited by Stars and Stripes’ current state.

2. Technology. Stars and Stripes is interested in solutions that offer a scalable, modem technical architecture that can be hosted in a cloud-based environment. Please describe the fit of your solution with this vision, as well as other technical attributes of the solution including:

a. Integration approach and capabilities.

b. Solution customization required vs. implementation readiness "off the shelf.

c. Technology product roadmap and planned future enhancements.

d. Any other relevant technical specifications (e.g., system requirements, data storage needs).

e. Implementation timelines, resource requ i rements , project plans, and typical market costs; and

f. Recommended operating model and team configurations.

3. Support & Implementation. Please describe the customer support provided for the solution as well as the typical operating model and team configurations used by clients/ users of the solution.

Additionally, please outline the typical timelines, resource requirements, project plans and market costs of implementing the solution.

4. Data Residency. Please confirm where your proposed solution of Stars and Stripes data will reside.

5. Data Privacy. In the event Stars and Stripes must share documents containing sensitive and/or protected information (including personal information) with the selected Proponent (following a potential subsequent competitive procurement process), the selected Proponent must be able to comply with, and facilitate Stars and Stripes’ compliance with the applicable privacy and access to information legislation and warrants that it has all necessary safeguards in place to protect Stars and Stripes Data (including personal information) in its computer network. Please confirm.

6. Intellectual Property Rights. Following a potential subsequent competitive procurement process, the selected Proponent must be able to comply with the following: All material, reports and other work product produced under the Agreement will become the sole property of Stars and Stripes upon coming into existence and Stars and Stripes will hold all intellectual property rights therein. Nothing in the Agreement is intended to affect the pre-existing intellectual property rights of the parties. Please describe your capabilities to comply with this requirement.

7. Company Profile. Please provide background information on your firm including company size, numbers of employees, years in business, address of head office and subsidiaries.