CUSTOMER RELATIONSHIP MGMT SYSTEM

Coastal Carolina University is procuring a comprehensive Customer Relationship Management (CRM) system through the State Fiscal Accountability Authority's Division of Procurement Services, with the solicitation targeting a multi-channel solution for student recruitment and enrollment management. The CRM system must automate and personalize customer communications, manage up to 25,000 student applicants, and provide robust analytical tools with ROI reporting capabilities. Key technical requirements include seamless integration with Ellucian Colleague Student Information System, direct data import from the Common Application, and compatibility with the university's Perceptive Content document imaging system. The RFP was issued on December 22, 2021, with a question deadline of January 12, 2022, at 4:00 PM and proposal submission deadline of February 2, 2022, at 11:00 AM. The evaluation process will be conducted in two phases: Phase I will assess technical proposals, experience, and qualifications, while Phase II will require top-ranked offerors to provide a live web-based system demonstration. Award notification is expected on March 2, 2022, with an estimated contract start date of March 14, 2022, structured as a one-year initial contract with four potential one-year renewals.

No specific set-aside designations were mentioned in the procurement documents. The current CRM environment utilizes Slate by Technolutions, processing between 20,000 and 25,000 applications annually, and the new system must integrate with existing infrastructure including Azure-ADFS single sign-on, First Data/SunTrust merchant services, and CBORD One Card Systems. Vendors must comply with multiple regulatory requirements, including FERPA, HIPAA, GDPR, and the Gramm-Leach-Bliley Act, and provide comprehensive information security documentation. The system must support unlimited user accounts, mobile accessibility, digital portfolio submissions, and include data redundancy and disaster recovery services. Pricing will be evaluated using a lowest-cost formula, with vendors required to submit implementation fees, training costs, and maintenance expenses for a potential five-year contract period. While specific budget ranges were not disclosed, the total potential contract value will encompass implementation, first-year maintenance, and subsequent years of support, with vendors expected to provide an all-inclusive pricing model.