Customer Relationship Management System (CRM)

Summary (Newest Update)

Background The College of Southern Nevada (CSN), part of the Nevada System of Higher Education (NSHE), is seeking proposals for a Customer Relationship Management (CRM) system to enhance student engagement throughout the recruitment and admissions lifecycle. CSN serves over 38,000 students and offers more than 200 degree and certificate options. The goal is to implement a technology solution that supports recruitment, admissions application management, communications, appointment scheduling, and student service queue management. CSN aims to create a system-of-systems architecture that integrates specialized platforms through standards-based APIs with existing enterprise systems. Work Details The CRM platform must serve as a centralized engagement engine for prospective and newly admitted students. Key functionalities include: 1. **Recruitment Lead Capture**: High-volume lead capture from various sources such as inquiry forms on the institutional website, QR code captures at events, event registration forms, bulk imports via CSV/Excel, automatic deduplication of records, source attribution tracking, tagging prospects by criteria, and maintaining comprehensive student profiles. 2. **Prospect Relationship Management**: Maintaining engagement records with complete communication history across channels, tracking prospect status and funnel stages, task management for recruitment staff, segmentation by attributes like geography and program interest, and analytics/reporting dashboards. 3. **Communication and Campaign Management**: Centralized communication management including native email campaign management with template builder, SMS capability with opt-in/opt-out management, and trigger-based messaging capabilities. Period of Performance The contract will be awarded for an initial term of five years with the possibility of five additional one-year renewals. Place of Performance The services will be performed at the College of Southern Nevada campuses located in the Las Vegas Metropolitan area. Bidder Requirements Proposers must demonstrate experience with at least five active deployments at accredited U.S. higher education institutions and provide current certification for SOC 2 Type II or equivalent. Proposals must include written attestation for FERPA compliance. Proposers should also disclose any potential conflicts of interest and provide verification of a current Nevada business license.