Objectives

The primary objective of this tender is to automate CRM processes, including providing support and maintenance over a period of three years. The project aims to enhance CRM functionalities such as leads management, pipeline management, case management, campaign management, and additional features like mobile leads capture, advanced campaigns, branding, security, chatbots, customer portals, and social media integration. The successful bidder will deliver a comprehensive CRM solution that meets the specified requirements, ensuring effective implementation, testing, training, and ongoing support.

Scope

The scope of the tender encompasses:

• Phase 1: Project initiation, system subscription for three years, implementation of core CRM modules (Leads Management, Pipeline Management, Case Management, Basic Campaign Management), testing, quality assurance, training, UAT, and hyper-care support for three months post-MVP go-live.
• Phase 2: Implementation of additional features including Mobile Leads Capture Application, Advanced Campaigns and Event Management, Branding subscription, Security-related costs, Chatbot, Customer Portal, Social Media Integration, and third-party integrations.
• Data migration from the existing in-house CRM system (estimated 4,000 contacts).
• Provision of support services for Year 1, Year 2, and Year 3 post-implementation, based on SLAs.

Technical Requirements

The technical requirements include:

• Provision of CRM licenses, with options for higher-tier licenses that offer better functionality and cost-effectiveness.
• Implementation of core CRM modules and additional features as specified in phases.
• Integration with third-party systems and social media platforms.
• Implementation of security measures aligned with the scope of work.
• Data migration capabilities for existing contacts and data.
• Support for testing, quality assurance, and user acceptance testing.
• Provision of hyper-care support and SLA-based ongoing support services.

Skills Requirements

The bidder must demonstrate expertise in the following areas:

• Project management and coordination.
• Solution architecture and technical design.
• Functional and technical consulting for CRM systems.
• CRM development and customization.
• Business analysis to align system functionalities with organizational needs.
• Testing and quality assurance processes.
• Training and change management to facilitate user adoption.
• Integration of third-party applications and social media platforms.
• Security implementation and data migration.