Provision of Customer Relationship Management (CRM) System

Tender description

This tender is for a new customer relationship management (CRM) system to replace the University of Cumbria's (UoC) current disparate solutions. The university's current CRM solution consists of two Microsoft Dynamics databases, one supports the university's marketing and recruitment of prospective students, the second helping manage the university's business and enterprise initiatives. A third (non-Dynamics) system, Raiser's Edge, is used by the Alumni Office to support their work. The university is seeking to replace these systems with a single unified, CRM system meeting all current needs and likely future requirements. In outline the requirements for the new, unified system are: o The system should be fully hosted, web enabled and cover the full range of technical and functional requirements details in this document. o Manage the student life cycle from first enquiry to alumnus, including o Initial marketing contact. o Enquiry management. o Conversion from enquirer to applicant. o Supporting the conversion of applicant to student at selected points in the admissions cycle. o Alumni communications. o Manage the full range of the university's business and enterprise initiatives, including o Company and business contacts. o Government and non-government organisations e.g. the Lake District National Park Authority. o Small groups and private individuals (e.g. Honorary Fellows). o Support event management across all areas (Marketing & Recruitment, Alumni and Business & Enterprise) including o Open days. o Interview days. o Other student journey related events. o Academic conferences and Seminars. o Business Seminars. o Private functions. o Meet the full range of statutory returns and reporting requirements to internal and external bodies, including training needs assessment reports