This RFP seeks a vendor to deliver comprehensive customer relationship management (CRM) recruitment and retention initiative services for a higher education institution. The scope includes provision, installation, configuration, and support of a cloud-based CRM SaaS platform designed to manage the entire student lifecycle—from recruitment to retention—while ensuring all required licences and associated training are provided.

The selected vendor will be responsible for configuring and deploying CRM functionalities tailored to institutional enrollment and student success strategies, as well as offering a detailed implementation plan, timeline, team structure, and governance framework. Critical to the project is the seamless integration of the new or enhanced CRM with existing enterprise university systems, such as Student Information System (SIS), ERP, learning management systems (LMS), identity management, and communication/document management tools. Additionally, the vendor must ensure process changes are clearly documented, communicated, and adopted, providing best practice guidance for business process improvement within a public higher education context.

The contract will run for a term of three years.