Tender Notice: Customer Relationship Management and Event Management Solution for FHKI

Transcription

1 Tender Notice: Customer Relationship Management and Event Management Solution for FHKI - P.1 -

2 Introduction The Federation of Hong Kong Industries (FHKI) was established under the Federation of Hong Kong Industries Ordinance (Cap 321 of the Laws of Hong Kong) in The objectives of the FHKI are: to promote and foster the interests of Hong Kong's industrial and business communities; to promote trade, investment, technological advancement, manpower development, and business opportunities in Hong Kong; to represent business's views and advise the government on policies and legislation which affect business FHKI invites tender from interested company(ies) with proven experience and capability to provide a Customer Relationship Management (CRM) and Event Management Solution for FHKI. Scope of tender Purpose The purpose of this request is to seek tender for a qualified company to identify and implement a complete CRM and Event Management Solution with the capabilities that we require to better serve our stakeholders now and in the future. Overview At present FHKI has a Microsoft Dynamics CRM system, which maintains information on the FHKI membership database and events. For event management, the current system has some constraints, staff need to first input data to Excel manually and then import to CRM. There is no integration or compatibility with our website and other possible online platforms such as mobile apps for future development of FHKI s services. Online payment of membership and events fee are also not available in the system. Objective of the solution The new solution aims to: 1. enhance the effectiveness of our database and information dissemination to members; 2. to provide smart and efficient ways to promote and share FHKI information to our target audiences. - P.2 -

3 Solution requirements The work is divided into five components. Companies must submit proposals on all components. Component 1: CRM System (Cloud based) Component 2: Mobile App Component 3: Website Component 4: Direct Marketing (edm) Component 5: Social Media The detailed list of requirements is attached in the appendix A of this document. Component 1: CRM System (Cloud based) FHKI currently uses a CRM system. The vendor should ensure they migrate the data in the current CRM system to the new one. The vendor can choose to develop their own CRM system, or utilise any existing solutions in the market. If there are any hardware or software needed for the production of this solution, the vendor should also be responsible for suggesting and purchasing of such products after FHKI s approval. The vendor is also required to ensure every page in the system is loaded properly and to work with FHKI in day to day updating of the systems. If the system is web-based, the vendor will need to ensure the system will display and work properly on modern and most commonly used version of browser like Chrome, Firefox, Internet Explorer and Edge, and also commonly used version of operation system, including Windows 7 and Windows 10. Component 2: Mobile App FHKI requires the vendor to develop a mobile app targeted for FHKI members facilitating them to get easily in touch with FHKI. The vendor should develop an app for Android and ios platform. The vendor needs to ensure every page in the system is loaded properly, and ensure the system will display and work properly on modern and most commonly used version of Android and ios system. There are no restriction on the type of technologies used during development, however the use of a native app is suggested. The contents in the mobile app must be linked with the CRM system. - P.3 -

4 Component 3: Website FHKI requires the vendor to migrate the data in the current website to the new one. The current website means and forms.industryhk.org, and does not include other sub-domains. The vendor can suggest using other sub-domains for some particular services, or / and choose to give up some of the sub-domains mentioned above. The scope of this RFP is seeking a complete revamp of the website. Apart from supporting modern browsers and operating system as stated in the previous component, the vendor will also need to ensure responsive design, code and style compliance with mobile browsers on phones and tablet devices. The vendor is required to conduct programming, coding and scripting that may include design or redesign of any component as approved by FHKI. FHKI must have full access to customise site code, and all contents and information incorporated and utilized on the site. The existing website service must not be affected during the development of the new website. The vendor should develop their own content management system (CMS) or utilise any existing CMS software in the market, if needed, to facilitate the customisation of website contents by FHKI staff. The vendor need to include strategies for maintaining or improving rankings of search engine results by utilising best practices for site development and design. The vendor can include some scripts provided by Google analytics to facilitate analytic service. Additionally, the proposal should include a search engine optimisation (SEO) strategy. The related content in website must be linked with the CRM system. Component 4: Direct Marketing (edm) FHKI requires the vendor to plan and implement a solution for sending edm and analysing the statistics. The edm system should be integrated with the CRM, such that staff can analyse the statistics regarding the edm with the data stored in CRM. The vendor can use any existing edm software in the market, if needed. Migrating the edms issued in the past to the new system is not needed. - P.4 -

5 Component 5: Social Media FHKI s current social media platform is: The new solution should contain, but not only the platform stated above. A WeChat platform with some functions as stated in appendix A is needed. Currently FHKI does not have a WeChat platform. The vendor is required to ensure the system displays and works properly on modern and most commonly used version of Android and ios system. There is no restriction on using what type of technologies during development. The contents in the mobile app must be linked with the CRM system. Other requirements In addition to the objective, requirements, and background information stated above, the following statement of work provides an implementation methodology with certain requirements. The vender should carry out the all the requirements stated below. FHKI will also consider suggested changes and enhancement to the scope of work as part of your proposal. Discovery / Planning Identify roles and responsibilities Suggest implementation methodology Confirmation of detailed user requirements Prepare detailed project plan with tasks, milestones, and deliverables Business process mapping System Analysis and Design Define and prioritize goals Define key success metrics, for example, time savings, adoption Define process to ensure data integrity o Standardise naming conventions o Enforce data entry standards o Validation rules Define system security Define system robustness Compile functional and technical specifications document (FHKI will review and sign-off the document before proceeding to next step) - P.5 -

6 System Implementation Data migration Prototype and final touch up workshop Prove system security System Testing Compile functional acceptance test plan (Test cases are provided by FHKI) to prove system robustness Penetration test Compile administration and user operation guide Training Deployment Production environment set up Plans for introducing additional functionality Tender schedule Tender launching date 19 March 2018 Tender closing date 9 April 2018 (3:00pm, Hong Kong time) Tender awarded to the selected vendor 23 April 2018 Work commencement 30 April 2018 Work completion On or before 31 December 2018 Submission of tender Interested companies should submit their bid by sealed mail to Tender Board of CRM & Event Management Solution System, Federation of Hong Kong Industries, 31/F, Billion Plaza, 8 Cheung Yue Street, Cheung Sha Wan, Kowloon on or before 3:00 pm (Hong Kong time) on 9 April 2018 (Tender closing date). The envelope should not contain any characteristics which reveals the identity of the sender. All proposals must follow the format outlined below, and requested information must be supplied. Incomplete proposals or proposals arriving after the deadline will be automatically disqualified from consideration. 1. Company description and contact: Include the name and contact information of the company and person who is responsible for the bid. 2. Summary of qualifications: Describe any relevant and technical experience, for example, past projects and number of years in business 3. At least two business references with contact person & tel. (similar to our business nature is preferred) - P.6 -

7 4. Project staff: Identify briefly the project manager and key staff that will assist in this project. 5. Scope of work: State clearly and indicate any additions or exclusions to the statement of work as it relates to your tender. Discuss the methodology, platform, metrics that your company will use to ensure the project is delivered on-time and on-budget. Some technical discussion is also expected. Explain how your company would produce quality contents, be current on digital technology and any unique qualities of your company. 6. Inclusion of a detailed budget description of costs, with break down costs for the above mentioned five components. All bids submitted shall become the property of FHKI and shall not be returned to the proposer. FHKI reserves the right to: Reject any and all bids; Waive any or all mandatory requirements; Cancel this tender notice; Amend this tender notice as needed All proposers agree that the bids are valid for 90 days from the date FHKI receives your proposal. Ownership of documents / intellectual property rights All designs, drawings, specifications, notes, databases, research, raw data, artwork and all other work product of the proposed agreement, remain the sole property of FHKI, may not be copyrighted by the vendor, and may be used by FHKI for any purpose without additional compensation to the vendor. The vendor will agree not to assert any rights and not to establish any claim under the design patent or copyright laws. Outsourcing The vendor must contact and get the approval from FHKI before outsourcing any works in this tender to other company(ies). FHKI reserves the right to approve or disapprove any outsourced company(ies) engaging any parts of this project. - P.7 -

8 Cost and expenses incurred All costs and expenses incurred for or in connection with any response to this invitation, including the preparation and/or submission of a bid, shall be borne entirely by the party concerned without recourse to FHKI. FHKI is not bound to accept the lowest bid or any bid and reserves the right to negotiate with any bidder. For enquiry, please contact FHKI by at crmtender@fhki.org.hk Issued by: Tender Board of CRM & Event Management Solution System Date of issue: 19 March P.8 -

9 Customer Relationship Management (CRM) and Event Management Solution for FHKI Solution Requirements No. C1 Requirements Customer Relationship Management Migrate existing CRM system (Microsoft Dynamic CRM 2013) to cloud (We have about 4000 Acounts, 7000 Contacts and 250 Campaigns now, we expect the total records in new system will be about 55000) Appendix A C2 C3 C4 C5 C6 C7 C8 C9 C10 C11 C12 C13 C14 C15 C16 C17 C18 C19 C20 C21 C22 C23 C24 C25 C26 C27 C28 C29 C30 C31 C32 C33 C34 C35 Member profiles Members can be associated to different groups Support user-defined customer segmentation Support more than one member tiers Each member company can have multiple user accounts (e.g. 5 users), and each member company have at least 1 admin user account Access company and personal information and chat history Access all information associated with the member, like past activities, service used and communication history View and edit details of upcoming & past events that a person enrolled in CRM and mark the category Generate membership related reports (e.g. list showing new members only for each event, list showing who joined us but never use our service or join an event (for new member monitoring)) Send notification of sleeping members to staff automatically Non-members Count the number of event that non-member joined and notice staff if they join again Event Registration Create events and campaigns Generate eforms for event application (with templates) Keep track on attendance records and generate list of registrants Generate acknowledgement of registration after registration & confirmation messages (with QR codes) when members enrolled the events/activities successfully Generate payment reminder list & generate s to registrants Generate a list of unpaid registrants Onsite Check-in Scan QR codes of registrants for onsite check-in Print name label instantly at the event registration counter Allow input of walk-in members' information & print name label Post Event Management Upload photos to albums and select photos to post to other platforms (i.e. Facebook, WeChat, FHKI Website, Website of other industry groups [if possible], App and LinkedIn) Generate event related reports (e.g. list of new member only for each events) Name Card Management Create a name card database Scan name cards collected and saved automatically to membership database Insert comments for the name card for internal use Member Application & Renewal Generate eforms for membership application Support online member application & member renewal with online payment Support auto reply for successful submission Send renewal notice to members (can pre-set the send out date) and reminders Generate member application & renewal related reports (e.g. new member application, member renewal, list of new members regularly for management approval, list with specified date range, list of members whose renewal date is approaching, list on renewal records, list of outstanding payment) Survey Prepare survey with templates and blast to members (by s, mobile & WeChat) Generate summary report, charts by data visualization business intelligence software System Integration Compatible with the web portal, mobile app and other possible online platforms for FHKI future development Integrate with Sage 50 Peachtree Quantum 2018 accounting system Create reports and charts by data visualization business intelligence software

10 C36 Integrate with marketing tool for sending edm C37 C39 C40 Membership Loyalty Create a membership loyalty scheme which member can collect points Get some bonus when members accumulated a certain points (e.g. coupons) Generate loyalty related report M1 M2 Mobile App Support 3 languages: English, Traditional Chinese & Simplified Chinese Show FHKI info (office hour, location, contact, about us) M3 M4 M5 Member profiles Support membership login in mobile app (by , WeChat, Facebook, CRM Login) View and edit company & personal information (e.g. training records, service used) Search other FHKI members' information M6 M7 M8 M9 M10 Membership Application & Renewal Submit online membership application & renewal Online in-app payment for membership application & membership renewal Send successful submission automatically Receive renewal notice in mobile app Show outstanding payment alerts M11 Events Show upcoming events M12 M13 M14 M15 M16 Event Registration Fill in eforms for event application Support event registration with auto-filled company & personal information to eforms Support online payment (can use coupons) Receive confirmation message (with QR codes) in mobile app View enrolled events (with push notices to events they have enrolled as a reminder) and mark events to mobile calendar M17 M18 M19 edm Read edm & newsletters Choose interested categories for edm (cannot deselect those chosed by admin) Add share button to share edm to social medias M20 Messaging Support instant message (one-on-one or group chat) M21 Survey Support responsive survey to be filled by members M22 Sleeping Members Receive notification W1 W2 W3 Website Full data migration from the existing FHKI website ( and Responsive UI Design / frontend development Support 3 languages: English, Traditional Chinese & Simplified Chinese W4 W5 W6 Member Profiles Support membership login View and edit company & personal information Search other FHKI members' information W7 W8 W9 W10 Membership Application & Renewal Submit online membership application Online payment for membership application & membership renewal Send successful submission to applicant automatically Receive renewal notice

11 W11 W12 W13 W14 W15 W16 W17 W18 W19 W20 W21 W22 W23 W24 E1 E2 E3 E4 E5 E6 E7 E8 E9 S1 S2 S3 S4 S5 G1 Show outstanding payment alerts Events Show upcoming events Event Registration Fill in eforms for event registration Support event registration with auto-filled company & personal information to eforms Support online payment (can use coupons) Receive confirmation s (with QR codes) View enrolled events with reminder function and mark events to Outlook, Google calendars etc. Post Event Management Access to event related stuff (e.g. PowerPoint, photo gallery) edm Read edm & newsletters Choose interested categories for edm (cannot deselect those chosed by admin) Add share button to share edm to social medias Messaging Support instant message with staff Survey Support responsive survey to be filled by members Sleeping Members Receive notification edm edm blasting Create edm / e-newsletter and blast to members by , in app push and social media Send and receive edm according to interested categories the user / admin has chosen Admin of the company can select / deselect which edm categories that a user (of the same company) receives User can select / deselect the edm categories by themselves but cannot deselect those selected by admin Send newsletters, notifications or other information to selected members Send out personalized invitation via , mobile app and WeChat Allow "Add to favourite" & "Share" the event Reporting Send notification to staff if recipients do not open the edm and staff can click a button to contact them by other channels Support tracking by staff & able to check the click/open/read records Social Media Support information sharing to social media platforms by members (eg Facebook - Support membership login in WeChat Platform Fill in eforms in WeChat platform Register for events via WeChat with some fields already filled in Instant message with staff General Items Deliver all source code of the whole project to FHKI