CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

Coastal Carolina University, through the State Fiscal Accountability Authority, is seeking a comprehensive Customer Relationship Management (CRM) system for its Office of Admissions and Merit Awards. The solicitation (5400020595) requires a robust CRM solution capable of managing constituent communications, student enrollment tracking, event management, application processing, reporting, and analytics. The system must support unlimited concurrent users and integrate with existing systems including Ellucian Colleague, Perceptive Content document imaging, and Common Application. Specific technical requirements include handling 20,000-25,000 annual applications across six application types, managing 500,000 individual letters annually, and supporting 100+ annual event registrations with unlimited text messaging capabilities. The pre-proposal conference was scheduled for January 13, 2021, at 10:00 AM as a virtual event, with written questions due by 11:00 AM that same day. Proposals were originally due February 11, 2021, at 3:00 PM through online submission, with award notification planned for March 11, 2021. The contract term is one year with four optional one-year renewals, potentially extending the contract to a total of five years from the anticipated start date of March 23, 2021.

The solicitation does not specify any specific set-aside designations or restrictions on responding organizations. Offerors must demonstrate financial capability by submitting current and two-year historical financial statements. The system will require data migration of approximately 500,000 to 750,000 contact records from the existing Radius by Campus Management system, supporting multiple data formats including text, CSV, Excel, and PDF. Pricing proposals must include comprehensive implementation fees, training costs, and first-year maintenance and support expenses, with subsequent years covering only maintenance and support. Interestingly, the original solicitation was cancelled on March 29, 2021, prior to award, under Section 19-445.2097(B) of the South Carolina Code of Regulation, with plans to re-solicit after revising specifications and scope of work. Vendors are expected to provide live web-based demonstrations to verify system capabilities, and pricing should be submitted as a separate business proposal document. While no specific budget range was explicitly stated, the comprehensive requirements suggest a significant investment in a sophisticated CRM platform for the university's admissions and enrollment management processes.