Customer relationship management system

Tri-County Technical College (TCTC) located in Pendleton, South Carolina, is seeking a comprehensive Customer Relationship Management (CRM) system through a Request for Proposal (RFP) issued by the State Fiscal Accountability Authority's Division of Procurement Services. The procurement targets a sophisticated CRM solution designed specifically for higher education institutions to manage the entire student lifecycle from recruitment through graduation. The system must include software, implementation services, training, ongoing maintenance, and support, with mandatory requirements encompassing a 360-degree student view, admissions applications, two-way integration with Banner 9 SIS, mass messaging capabilities, role-based permissions, alert automation, scheduling functionality, and mobile accessibility. Key evaluation criteria involve a two-phase process where the top three responsive and responsible offerors will provide live demonstrations, with final ranking determined by technical and price evaluations. Critical dates include a non-mandatory pre-proposal teleconference on January 5, 2022, written questions due by January 6, 2022, and offers due by February 2, 2022, with an anticipated award date of March 25, 2022. The initial contract term spans one year beginning April 6, 2022, with four potential one-year renewals, and a phased implementation targeting the first module (admissions/recruitment) go-live by June 30, 2022.

The solicitation does not explicitly indicate specific set-aside designations or restrictions for disadvantaged enterprises. TCTC currently serves approximately 6,000 curriculum and 8,000 non-curriculum students annually and has no incumbent CRM system, currently relying on spreadsheets, custom databases, and manual processes. The college's existing technology ecosystem includes Ellucian Banner 9 as the Student Information System, Starfish for student success support, Blackboard for Learning Management, and native Salesforce for alumni/donor management. The CRM must integrate with multiple systems including Banner 9, Argos, Dynamic Forms, Campus M, Accommodate, DegreeWorks, and College Scheduler. While specific budget amounts were not disclosed, the system is expected to support approximately 5 system administrators, 10 power users, 3 admissions operations leads, 7 advising operations leads, 4 admissions recruiters, and 175-200 professional advisors and part-time staff. Offerors are required to submit detailed pricing for implementation, training, licensing, maintenance, and support costs, with the expectation of competitive pricing that meets the college's comprehensive student management requirements.