Customer Relationship Management Software

Eastern Washington University (EWU) is soliciting quotes for a Customer Relationship Management (CRM) or Ticket-based software solution to assist their cybersecurity department in conducting virtual audits of small businesses. The required software features include client information collection, self-serve appointment scheduling, automated reminders, interview-style audit prompts, customized follow-up emails, a help desk ticketing system, and extensive reporting capabilities. EWU is seeking a software system for 50 licenses from the time of award through September 2026, with a total cost not to exceed $100,000. Quotes are due by November 12, 2024, and the university is open to considering both custom-developed and off-the-shelf solutions that can be customized to meet their specific needs. EWU will host discovery calls with the top 1-3 contractors after the RFQ has closed and is willing to work with the selected vendor to have the system functional by the end of the calendar year.

The RFQ outlines EWU's policies around minority and women-owned business participation, as well as complaint and protest procedures, and standard terms and conditions. The software is needed to support a grant-funded initiative, but the RFQ does not provide any additional details on the funding source or budget. EWU has not specified any incumbent vendors or existing infrastructure that requires integration, and the contract value is capped at $100,000.