CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

Coastal Carolina University, located in Horry County, South Carolina, is seeking a comprehensive Customer Relationship Management (CRM) system through a Request for Proposal (RFP) to support prospective student recruitment and applicant tracking. The procurement aims to acquire a turnkey, multi-channel CRM solution capable of managing communications with up to 25,000 prospective students across various student categories, including first-time freshmen, transfer, post-traditional, international, non-degree, and graduate students. The system must provide rules-based automated processes, robust analytical reporting, and seamless integration with Ellucian Colleague Student Information System and the Common Application. Required capabilities include multi-channel communication support (email, phone, text messaging, social media, web forms), unlimited user accounts, digital portfolio services, and online webinar hosting. The pre-proposal conference is scheduled for November 17, 2021, with proposal questions due by 4:00 PM that same day, and proposals must be submitted by December 13, 2021 at 11:00 AM. The contract will be awarded on January 12, 2022, with an initial one-year term and four potential one-year renewals, spanning from January 24, 2022, to January 23, 2027.

No specific set-aside designations were mentioned in the solicitation documents. The vendor must maintain Cyber Liability and Privacy Insurance with minimum limits of $5 million per occurrence and $10 million aggregate, with Coastal Carolina University named as an additional insured. The current system is Slate by Technolutions, from which the selected vendor must migrate over 100,000 student records, including demographic information, education records, test scores, communication records, and event attendance data. The procurement requires data migration services at no additional cost and mandates that proposed solutions meet extensive technical requirements, including compliance with federal and state regulations such as FERPA, HIPAA, GDPR, and the Graham-Bliley Act. While no specific budget range was publicly disclosed, the solicitation indicates that pricing must include implementation, training, maintenance, and support costs for the initial year, with subsequent years covering only maintenance and support fees. Vendors must provide technical support with a 4-hour technical assistance response time and a 2-hour support line resolution, and the highest-ranked responsive offerors will be required to provide a live web-based demonstration of their proposed system.