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SW-32576 - USA (Virginia) - Customer Relationship Management Solution - Deadline May 12,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-32576

Government Authority located in Virginia; USA based organization looking for expert vendor for customer relationship management solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide customer relationship management solution.
- Alumni and Foundation
- Student Recruitment
- Student Retention
- Help Center - Call Center
- Social Media - The proposed solution must provide the ability to manage social media outlets through the customer relationship management instance
- Payments - The functionality to accept online payments and record those payments as a part of the customer’s record
- Auditing Trail Capabilities - Must be able to assign tickets and cases, see the trail from open to close and to whom the ticket has been assigned, with reporting on life-cycle and full audit trail
- Marketing and Campaign Management Perspective Students - Must have the ability to track a lead through all enrollment including all interaction tracking
- Call Log - Must have the ability for support agents to log a call and interaction with a customer that can be linked to the customer record
- Manage Omni Channel - Must have the ability to retrieve information from multiple communication channels, including social media
- Advanced Communication Features - Must have the ability to perform advanced communication features such as handling VoIP
(2) A pre-proposal conference will be held on April 12, 2020.
(3) Contract period will be for three years.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[E] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Tuesday, 12 May, 2020

Pre-proposal Conference Date : Sunday, 12 April, 2020

Category : Software, System and Application, Call Center and Answering

Country : USA

State : Virginia

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