NAC Customer Relationship Management Services

REQUEST FOR PROPOSAL

NAC Project Title: NAC Customer Relationship Management Services
NAC Project No.: PS2021-01

Bidders should refer to MERX for all attachments relating to this Request for Proposal.

Objective
The NAC requires new systems to support its goals for expanded engagement. Therefore, the NAC is seeking a new Customer Relationship Management (CRM) and ticketing system/platform/environment to coordinate all aspects of customer engagement.
The CRM system will be implemented in a phased approach and will include ticketing and subscriptions, online sales, marketing, fundraising and customer service functionality.
The objective of this RFP is to select one (1) Service Provider, who will enter into a contract with the NAC for the purpose of delivering all required CRM services.
The following is a list of objectives for the CRM platform, but are not limited to:
• integrate customer-centered operations to gain a more complete view of constituent behavior;
• develop and implement customer-centric offerings and processes;
• maximize relationships with new and existing constituents;
• enhance operational efficiency;
• adapt and embrace innovation; and
• migration of systems and data.
See Section 1.1-CRM Objectives of the Statement of Work (SOW) for additional details.

Project Scope of Services
The following scope of services are required for the CRM platform, but are not limited to:
• implementation discovery and project planning;
• software configuration;
• data conversion;
• user training; 
• user acceptance testing;
• development of custom reports;
• development of integrations with third party systems; and
• project management.
See Section 1.1-CRM Objectives of the Statement of Work for additional details.

Project Schedule
Full implementation of the new CRM and ticketing system is to be completed in a phased approach and be provided by no later than August 31, 2023, with a strong preference for ticketing and online sales to be enables by August 31, 2022.

Maximum Cost Limit
The maximum cost limit for this Agreement is as follows:
• Configuration and Implementation (in a phased approach): maximum of $1,000,000.00
• Annual Maintenance and Operational Cost: maximum of $300,000.00/year