>> Client Engagements: Deloitte Consulting - Development of Request for Quotation for Customer Relationship Management Solution

Development of Request For Quotation for Customer Relationship Management Solution for the Open Learning Institute. The project included business process documentation, review of existing procurement guidelines, and development of the request for quotation. Included development of the evaluation guideline for assessment of submissions.

Development of Request For Quotation for Customer Relationship Management Solution
Client
Disciplines	Request for Quotation development; Business Process Review & Re-engineering; Contract Management & Outsourcing
Situation	The Open Learning Institute (OLI) had a poor conversion rate for enquiry to student application. In addition the existing solution did not record information required to gain subsidies for students from the government.
Challenge	Identify within the existing procurement guidelines a suitable replacement for the existing in-house student contact system.
Response	Conducted an initial market scan to identify providers of Customer Relationship Management software solutions. Reviewed and documented the business processes required for the new business model proposed for the Institute. From the business process model, developed a 140 page RFT that required submission against functionality, hardware, and financial specifications. Also developed and delivered the evaluation guideline for the evaluation teams.
Outcome	Reviewed the solution and selected SalesLogix as preferred solution. System now fully implemented and operating with an eight person call centre. The existing student management system has been replaced and all calls to students are documented and follow-up managed through the CRM solution.