Customer Relationship Management (CRM) Software Solution

The Community Colleges of Spokane are conducting a Request for Proposals (RFP No. 2025-RFP-E) for a comprehensive Customer Relationship Management (CRM) Software Solution covering Spokane County, Spokane City, and Spokane Valley City in Washington State. The procurement seeks a cloud-based CRM platform capable of supporting up to 500 users and 750,000 contact records, specifically designed for educational recruitment and retention activities. Key deliverables include a web-accessible system supporting student inquiry, application, and enrollment processes with robust reporting capabilities, mobile responsiveness, and extensive data integration features. Evaluation criteria will be weighted as follows: technical proposal (50%), management proposal (30%), and cost proposal (20%), with specific scoring focusing on project approach, methodology, team qualifications, and experience. Minimum vendor qualifications include two years of experience with Community Colleges and being licensed to do business in Washington State. The proposal is due on April 13, 2025, with a targeted contract start date of October 23, 2025, and an initial one-year contract period that includes options for up to five one-year renewals.

The RFP does not explicitly specify set-aside designations or restrictions for disadvantaged enterprises, though it maintains an open competitive procurement approach. The proposed solution must integrate with existing systems such as Peoplesoft, Microsoft Access, and Excel, and comply with critical standards including FERPA, 508 Standards, WCAG 2.0 AA, and PCI data security requirements. While specific budget ranges are not explicitly detailed, the cost proposal template suggests the procurement is structured to be cost-conscious, acknowledging limited public agency budgets. The solicitation includes provisions for potential participation by other Washington public higher education institutions through a cooperative purchasing program. The RFP anticipates the possibility of transitioning to a state-level contract for retention services in the future, indicating potential expanded scope beyond the initial procurement. The solution must support comprehensive student interaction management from prospect to enrollment, with sophisticated data tracking, communication, and analytical capabilities tailored to higher education institutional needs.