1. CRM System RFP TemplatePurposeThe purpose of this tool is to help you design a CRM System Request for Proposal (RFP). AnRFP is a formal invitation to request vendor proposals that meet specific businessrequirements and purchasing criteria. Vendors interested in pursuing the opportunity willrespond with their approach to delivering on your requirements, provide a detailed projectplan & budget, and relevant customer references. An RFP is useful for expediting thecontracting process, once negotiations are complete.How to Use this TemplateComplete the following sections with your CRM project team. Cut & paste this information intoa document that reflects your corporate image, and deliver your RFP to a short-list of potentialvendors for review and proposal submission. The ‘Scope of Work & BusinessRequirements’ section contains a very comprehensive list of potential requirements. Be sureto cut out requirements you don’t need, and add any that are particular to your organization.Title Page [Insert Company Name or Logo] CRM System Request for Proposal [Insert Date]
2. Table of Contents1. Company Information 3 1.1 Corporate Overview 1.2 Technology Environment2. Statement of Work 3 2.1 Project Purpose 2.2 Project Scope 2.3 Project Schedule3. Proposal Submission Procedure 4 3.1 Vendor RFP Reception 3.2 Good Faith Statement 3.3 Communication & Proposal Submission Guidelines 3.4 Evaluation Criteria 3.5 Short-list Selection4. Scope of Work & Business Requirements 6 4.1 General Features & Requirements 4.2 Technical Features & Requirements 4.3 Contact Management Features & Requirements 4.4 Customer Service & Support Features & Requirements 4.5 Marketing Features & Requirements 4.6 Sales Features & Requirements5. Vendor Information 96. Estimated Budget & Resources Required 10
3. 1. Company Information1.1 Corporate OverviewProvide a description of your organization including company size, locations, number ofsystem users, current CRM capabilities & systems, stakeholders, system expansion plans,and business goals your are looking to achieve.1.2 Technology EnvironmentProvide a detailed description of your technology environment including: LAN diagram,telephony system, server operating system, desktop operating system, programminglanguages, web-architecture, applications, etc.2. Statement of Work2.1 PurposeThe purpose of this Request for Proposal (RFP) process is to invite vendors to submit theirproposal to provide a Customer Relationship Management (CRM) system. This documentcontains the business & system requirements necessary for a successful CRM systemimplementation for our organization.2.2 ScopeProvide a description of each department that will be using the CRM system. Additionally,document what is in scope for this project and explicitly state what is not in scope. If you areplanning on a phased approach, provide a summary of what each phase will look like from yourperspective.2.3 Project ScheduleThis schedule is based on our current timelines, but is subject to change. Project Milestones Deadline
4. RFP Delivered to Vendors June 1, 2012 Technical Question Period Ends July 15, 2012 RFP Close Date July 31, 2012 Conduct Vendor Evaluations September 1, 2012 Award Contract to Vendor September 30, 20123. Proposal Submission Procedure3.1 Vendor RFP ReceptionBy responding to this RFP, the vendor agrees to be responsible for fully understanding therequirements or other details of the RFP, and will ask any questions to ensure suchunderstanding is gained. [Insert your company name] retains the right to disqualify vendorswho do not demonstrate a clear understanding of our needs. Furthermore, the right todisqualify a vendor extends past the contract award period and [insert your company name]will be at no fault, cost, or liability.3.2 Good Faith StatementAll information provided by [insert your company name] is offered in good faith. Specificitems are subject to change at anytime based on business circumstances. [Insert yourcompany name] does not guarantee that any particular item is without error. [Insert yourcompany name] will not be held responsible or liable for use of this information or for anyclaims asserted therefrom.3.3 Communication & Proposal Submission GuidelinesCommunications shall not be effective, unless a specified procurement executive who isresponsible for managing the RFP process formally confirms these communications in writing.In no case shall verbal communication govern over written communications.Please submit your proposal by [insert RFP Close Date].Please send questions related to this RFP, and vendor proposals to: [Insert your company name]
5. [Insert department name] [Insert mailing address] Attention: [Insert contact name & title] [Insert phone/email/fax contact information]3.4 Evaluation CriteriaAll proposals will be evaluated systematically, based on the following key criterion. Thepurpose of this section is to identify suppliers with the interest, capabilities, and financialstability to supply a CRM system, as defined in the Scope of Work.Following is a prioritized list of our key evaluation criteria: 1. Insert Criteria 2. Insert Criteria 3. Insert Criteria 4. Insert Criteria 5. Insert Criteria3.5 Short- list SelectionVendors who have demonstrated their capacity to meet our needs will be contacted viaphone and/or mail to be notified of their selection to move forward in the RFP process.Vendors, who have not been selected, will not be contacted.4. Scope of Work & Business RequirementsThis section will provide a categorized list of business & system requirements, with anassociated description for each requirement. These requirements will provide the foundationfor vendor presentations, discussions, and negotiations.4.1 General Features & Requirements • Secure Web Access - the CRM system can be accessed remotely by users. • Shared Calendars – calendars can be viewed based on role and permissions.
6. • Activity Planning & Tracking – tasks can be assigned and tracked on an individual basis, and/or generated automatically based on business rules. • Microsoft Office Integration – ability to integrate with Outlook, Exchange, Word, and Excel, including ability to import/export Excel and CSV files. • Accounting System Integration – ability to integrate with QuickBooks. • Workflow Automation – ability to integrate & automate business processes. • Customization of Reports – flexible and intuitive report generation.4.2 Technical Features & Requirements • User & Group Security Settings – role-based security & permissions. • PDA Integration – online/offline access and integration with wireless devices such as blackberries; ability to synchronize data remotely; call handling, dispatching, and scheduling; inventory management features. • Microsoft System Integration – supports Windows 2000 O/S, Microsoft IIS 4.0, Microsoft SQL 7.0 DB. • Customization Capabilities – flexible administration and customization. • Integration with 3rd- Party Applications – provides interface or API to integrate other 3rd-Party applications such as quote generators. • Supports XML – internal/external data is exchanged using XML industry-standards, not a proprietary language.4.3 Contact Management Features & Requirements • Account History & Tracking – simple, user-friendly interface to add account information such as contacts, phone, address, email, fax, website, preferences, ‘do- not-contact’, or other account-related details. • Call/Email History & Tracking – ability to record phone calls & emails. • Customizable User Interface – ability to customize views and interfaces. • Mail Merge – the CRM system can leverage marketing databases to insert contact information into documents such as letters or mailing labels. • Customizable Objects & Fields – ability to create custom fields/objects. • Advanced Search – ability to search contacts, notes, email/call history. • List Building & Management – ability to create lists of contacts, tasks, etc. • Contact Hierarchy Management – ability to generate organizational charts. • Time/Date Stamped Notes – automatic time/date stamping for all notes.
7. 4.4 Customer Service & Support Features & Requirements • Case/Ticket Management – system provides a ticketing system for the creation, assignment, and resolution of customer support issues. • Case Routing & Escalation Management – system provides customizable escalation management features to ensure high-severity customer tickets are resolved quickly. • Billable Time- Tracking – ability to monitor & track time spent on cases. • Customer Service Reports – ability to reports such as open cases, total cases creates, closed cases, total cases created by agent, etc. • Customer Service Dashboard – key metrics visualized with dashboard. • Customer Web Access to Cases – ability for customer to track case online. • Case Monitoring Tied to SLA – ability to integrate case management & monitoring with Service Level Agreements. • Customer Self- Service Portal – system provides online self-service portal where customers can login and access information, update account details, make payments, view order and shipping status, download support documents, etc. • Best Practices Knowledge Base – customers and support agents have online access to best practices with self-help documents and ‘how-to’ guides.4.5 Marketing Features & Requirements • Campaign Management - the CRM system provides tools designed to track the return on investment for multi-channel campaigns. Campaign management features provide a simple interface for building, monitoring, and adjusting campaigns. • HTML Email Marketing – system can send tracked HTML emails. • Customizable Campaign Fields – the system is customizable and allows for an unlimited amount of campaign types to be entered and tracked. Specific fields for each campaign type can be created, modified, or removed. • Compliance with CAN- SPAM – system ensures adherence to CAN-SPAM. • Customer Segmentation & Profiling – the CRM system can segment customers and prospects by demographic criterion. • Customer Survey Tools – the system can capture online/offline customer survey data, or can easily be integrated into an existing survey system. • Marketing Collateral Management – staff can easily retrieve all marketing
8. collateral. There is no limit on the amount of document storage. • Campaign Response Metrics – all customer/prospect responses from campaigns, such as click-through rates, can be reported on. • Campaign ROI Measurement – all campaign-related expenses & revenues can be entered and reported on for campaign ROI analysis. • Budget & Expense Monitoring – system tracks campaign budget/expenses.4.6 Sales Features & Requirements • Sales Process Methodology – integration with sales process methodologies. • Web Lead Capture – ability to integrate forms to capture/assign web leads. • Territory Management – system can automatically assign leads and accounts based on user-defined territory criteria such as geographic region, company size, etc. • Contact Center Features – ability to record calls; provide call statistics and metrics; auto-dial; integrate with current IP/PBX phone system. • Integration with Prospecting Tools – ability to integrate with lead-generation prospecting tools and applications. • Lead Management – system supports lead scoring, nurturing, assignment, re- assignment, qualification, activity reporting, prospect list building. • Opportunity Management – system provides reporting on sales opportunity pipeline; can be customized to fit our sales stages and cycle. Provides weighted forecasting based on opportunity stages, win/loss reports, and identifies stalled opportunities. • Sales Reports & Dashboard – provides high-level view of key performance indicators based on sales reports that can be rolled up or drilled down on. • Lead Reports & Dashboard – provides high-level view of key performance indicators based on lead reports that can be rolled up or drilled down on. • Partner Relationship Management – ability to view partner sales funnels. • Customer Lifecycle Task Manager – tasks generated based on lifecycle.5. Vendor InformationVendors must submit the following information to be considered:
9. • Corporate Overview – legal name; year of incorporation; number of employees; income statement if available. • Products & Services – description of all products & services supplied. • Markets Served – description of geographic/industry markets served. • Partners – list of technology partners, and implementation partners (in regional area), and roles in ecosystem.6. Estimated Budget & Resources RequiredAll vendors must provide a breakdown of costs related to the implementation of their CRMsystem. Costs include, but are not limited to, hardware, software licensing, middle-ware,training, consulting services, integrations, data migration, documentation, etc. Vendor mustagree to keep the quoted pricing in their proposals for a minimum of 90 days after proposalsubmission.Additionally, vendors must provide options for deployment models, such as hosted, client-server, or other model.Finally, all proposals must include a project schedule & work breakdown structure, whichidentifies timelines, key milestones, project phases, or other project plan information.