Customer Relationship Management (CRM) System

Delaware State University seeks a comprehensive, enterprise‑level Customer Relationship Management (CRM) system to support admissions, recruitment, enrollment management, and student‑service operations. The vendor must deliver a cloud‑hosted or on‑premise CRM solution, configure it for seven distinct student populations, integrate bi‑directionally with Ellucian Banner 9 (SIS) and Canvas (LMS), provide robust reporting, omnichannel communications, and meet FERPA, WCAG 2.1 AA, and state cyber‑security standards. The contract includes licensing, implementation, data migration, training, support, and a 3‑year base term with two optional one‑year extensions. • Core CRM functionality covering prospect‑to‑enrollment lifecycle • Integration with Banner 9 and Canvas, plus optional middleware • Mandatory U.S.‑based delivery, security, accessibility, and unlimited liability for data‑loss unless exception granted • Required deliverables: configured system, documentation, training, support, and ongoing maintenance • Pricing evaluated on a 35‑point weighting (largest weight on cost) with no disclosed budget ceiling.