REQUEST FOR INFORMATION #17-20 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

Transcription

1 REQUEST FOR INFORMATION #17-20 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM Response Due Date and Time: Friday, March 16, 2018, by 2:00 PM (Pacific) 1.0 REQUEST FOR INFORMATION SUMMARY Through this Request for Information (this RFI ), the Portland Development Commission d/b/a Prosper Portland ( Prosper Portland or we or our ), the economic development and urban renewal agency for the City of Portland, Oregon, is requesting detailed information ( responses ) from suppliers ( Vendors ) of Customer Relationship Management systems ( CRM ). 2.0 CONTACT AND RESPONSE DELIVERY INFORMATION Direct all questions and deliver ONE (1) ADOBE ACROBAT VERSION (.PDF) OF YOUR RESPONSE BY to the Solicitation Coordinator named here: Solicitation Coordinator* Kelly Hartle Procurement Services Coordinator (direct) HartleK@prosperportland.us Response Delivery Location to: HartleK@prosperportland.us Subject Line: Response to RFI #17-20 * The individual named here is Prosper Portland s SOLE POINT OF CONTACT for this RFI. 3.0 PROJECT BACKGROUND Prosper Portland is the economic and urban development agency for the city of Portland. We focus on building an equitable economy by carrying out a comprehensive range of economic development programs that support small business, improve access to workforce training, and create jobs for Portland residents. Prosper Portland employs eighty-five (85) employees, approximately twenty-five (25) of which work on the Entrepreneurship and Community Economic Development or Business & Industry groups. Our current fiscal year expenditure budget is $258 million. For more information about Prosper Portland visit our website at RFI #17-20 CRM System Page 1 of 5

2 The general objectives for our interest in a CRM system are to enhance Prosper Portland s Economic Development activities related to the following groups: Entrepreneurship and Community Economic Development (neighborhood-based economic development). This group s work allows Prosper Portland in collaboration with neighborhood residents, local businesses, and community development organizations to grow vibrant commercial areas, support wealth creation through business growth, and increase access to jobs by successfully positioning neighborhoods, local businesses, and their residents to connect to and compete in the regional economy. Some of our programs include: Adult and Youth Workforce - Economic Opportunity Initiative Inclusive Business Resource Network (IBRN) Neighborhood Prosperity Initiative (NPI) Network Venture Portland Current business contact/touches per year are approximately 1000 contacts. Approximately half of these receive services from Prosper Portland or our partners. Prosper Portland s Business & Industry group (cluster development). This group prioritizes investments and focuses resources to increase access to family-wage jobs and grow existing businesses in target traded sector industries, thereby encouraging local economic expansion and inclusive growth. The Traded Sector program also includes cross-industry initiatives focused on global trade and investment, business attraction, and small business lending. For cluster development Prosper Portland estimates approximately 700 contacts, with approximately half receiving services. Business needs: Management and tracking capabilities for client and partner relationships Maintain a database of company profiles that includes company contact, location, minority-owned and women-owned businesses, company size, etc. Ability to track and report on conducted business retention visits to better understand the business needs Ability to track and quantify internal and external referrals/partnerships (incoming and outgoing) Ability to input reminders for follow-up with clients and partners Prospect tracking, for firm expansions, and/or startup projects each with project specific teams and help coordinate service delivery to existing companies Track and report on delivery of internal programs and/or partner programs Track and report on business impacts and survey results (value, growth, risk, and satisfaction) RFI #17-20 CRM System Page 2 of 5

3 Access to Reports to provide findings, status and activity to senior leadership and our board. System & Technical needs A Commercial off the Shelf (COTS) delivered as a Software as a Service (SaaS) Solution Web-enablement and has mobile devices compatibility Multiple search and select facilities User Interface that is easy to use, and reduces the amount of double entry. Ability to configure the product (e.g., user-defined fields, screen layout, etc.) Ability to interface with other client and financial record keeping software Existing Technology Environment: Microsoft SQL Server 2016 Microsoft Office 365 Microsoft Internet Explorer 11 Current third-party applications PORTFOL Customer Relationship Management PORTFOL Loan & Grant Servicing Microsoft Dynamics AX 2012 ERP System 4.0 VENDOR QUESTIONS 4.1 With the intent of helping Prosper Portland understand the market, differentiate suppliers, and create reasonable expectations on functionality, technology, and cost, please address the following in your response: 4.2 Based on your understanding of Prosper Portland s need for a CRM, which product or suite of products do you recommend we explore further? 4.3 Have you implemented these products with other economic development organizations? If so, please provide a list of current and former clients. 4.4 Does your product integrate with any third-party systems? If so, how was this integration achieved? 4.5 Which functionality, if any, is available for mobile device users out-of-the-box? 4.6 Describe how your product(s) can track equity data and information such as business and employment demographics. 4.7 How might your product(s) integrate two different forms of economic development work (i.e., cluster development and neighborhood-based economic development) on a single platform? RFI #17-20 CRM System Page 3 of 5

4 4.8 Can your product manage many-to-many relationships? If yes, what flexibility is there on both data input and data reporting for many-to-many relationships? 4.9 As a percentage of a full-time equivalent (FTE) employee, what type and amount of inhouse expertise do your clients typically use your product (e.g., 25% of an IT system administrator)? 4.9 Please provide general product information about your CRM Solution including: Available business application modules and their description User Access capabilities (e.g. Web, mobile, etc.) Reporting capabilities Work flow capabilities Integration capabilities with third party systems Configuration capabilities Product support tools and offerings Product enhancement requests 4.10 Please provide technical information about the proposed CRM solution including: System architecture and network requirements Security features (e.g., application, data, and network security) Application development environment User interface methods and requirements (e.g., web-based, mobile devices, supported browsers, etc.) Integration with Microsoft applications (e.g., Office 365, SharePoint) Any additional third-party product requirements Databases supported Upgrade and maintenance methodology Data backup and recovery features 5.0 PRICE ESTIMATE Provide a high-level cost estimate for your services, breaking out software licensing fees, any one-time implementation costs (including travel expenses), and on-going maintenance costs, as appropriate for a one-year, three-year, and five-year agreement. 6.0 INSTRUCTIONS TO RESPONDENTS 6.1 Response Preparation and Submission Instructions. You must your response to the Solicitation Coordinator identified in Section 2 of this RFI no later than the Response Due Date and Time listed on the first page of this RFI. Your response should be optimized to a file size of no greater than FIVE MEGABYTES (5 MB). You are encouraged to prepare responses that are succinct and directly address the items in RFI #17-20 CRM System Page 4 of 5

5 Section 4 above. Unless specifically requested, Prosper Portland discourages the submission of generic marketing material. 6.2 Preparation Costs. Vendors participating in this RFI do so at their sole cost and expense. 6.3 Questions and Changes to this RFI. Any requests for clarification to any matter contained in this RFI must be submitted by to the Solicitation Coordinator of this RFI NO LESS THAN FOUR (4) BUSINESS DAYS prior to the date and time responses are due. Prosper Portland may alter or amend this RFI at any time based on any questions we receive or for any other reason. 6.4 Response Clarification. Prosper Portland may request additional information from any Vendor to clarify its response or solicit additional information at any time. 6.5 Intent of this RFI; Price Estimates. This RFI is not a request for competitive offers and no contract will directly result from it. Rather, the intent of this RFI is to gather information from interested suppliers to inform a potential procurement process (e.g., an RFP). This RFI and any submitted responses are not subject to any process except as described herein and this RFI does not commit Prosper Portland to procure the service described herein. Any pricing information submitted in response to this RFI will be considered for budget estimating purposes only and will not be construed a bona fide offer. If a subsequent procurement process is deployed, Prosper Portland is under no obligation to contact any Vendors that responded to this RFI and may invite other suppliers who did not receive or respond to this RFI to participate in that process. 6.6 Use of Submitted Information. By submitting a response to this RFI, you hereby consent to Prosper Portland s incorporation of any submitted ideas, concepts, approaches, solutions, or strategies into any planning, design, or procurement process without obligation or liability on the part of Prosper Portland. 6.7 Public Records and Disclosure. All responses submitted in response to this RFI will become the property of Prosper Portland and will be subject to public disclosure pursuant to Oregon Public Records Law (ORS 192), except those portions of responses that are clearly marked as exempt from ORS 192. Any such portion of a response must (1) meet the requirements of ORS (2), (2) be clearly marked as Confidential, and (3) be easily separable from the rest of the response to facilitate public review of the non-confidential portions of the response. IF THE ENTIRE RESPONSE IS MARKED CONFIDENTIAL, PROPRIETARY, OR SIMILAR MARKING, THE RESPONSE WILL NOT BE DEEMED TO HAVE BEEN SUBMITTED IN CONFIDENCE. END OF THIS RFI RFI #17-20 CRM System Page 5 of 5