50-2526031 Customer Relationship Management (CRM) RFI IT Sourcing Event

STATE OF NORTH CAROLINA REQUEST FOR INFORMATION NO. 50-2526031
NC COMMUNITY COLLEGE SYSTEM Due Date: May 7, 2026
Refer ALL Inquiries to:
Issue Date: April 24, 2026
Grant Braley
Telephone No. (919) 807-7199
Commodity: 43232303 - Customer Relationship
Email: braleyg@nccommunitycolleges.edu
Management (CRM) Software
E-Mail: braleyg@nccommunitycolleges.edu
Using Agency Name: NC Community College System
RFI SUBMITTAL: Vendor's response to this RFI must be submitted through the Sourcing Tool. For training on
how to use the Sourcing Tool to Vendors should go to the following site:
https://eprocurement.nc.gov/training/vendor-training.
NOTICE TO VENDOR
Request for Information (RFI) will be received at this office at 8:00 AM until 4:00 PM on the day of opening and
then opened.
QUESTIONS
Submit written questions to Grant Braley until May 1, 2026. Questions may be submitted by e-mail to
braleyg@nccommunitycolleges.edu. Please insert "RFI No. 50-2526031- Questions" in the subject matter of
your e-mail. A summary of all questions and answers will be posted to the electronic Vendor Portal (eVP),
https://evp.nc.gov), as an addendum to this RFI on or about May 6, 2026.
EXECUTION
VENDOR NAME: E-MAIL:
STREET ADDRESS: P.O. BOX: ZIP:
CITY & STATE: TELEPHONE NUMBER: TOLL FREE TEL. NO:
TYPE OR PRINT NAME & TITLE OF PERSON SIGNING: FAX NUMBER:
AUTHORIZED SIGNATURE: DATE:
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1.0 EXECUTIVE SUMMARY
The Programs and Student Services Division of the North Carolina Community College System Office
(NCCCSO) is responsible for leading and supporting systemwide strategic enrollment management, student
access, and student success initiatives across the fifty-eight (58) North Carolina Community Colleges. This
includes advancing tools, technologies, and services that enhance recruitment, enrollment, onboarding, and
student engagement. See www.nccommunitycolleges.edu for more information.
The State of North Carolina is developing plans to enhance and modernize student engagement and
enrollment infrastructure across the North Carolina Community College System (NCCCS). As part of this
effort, the NCCCSO Programs and Student Services Division is exploring scalable solutions that enable a
more personalized, efficient, and data-informed approach to recruitment and student lifecycle management,
while also supporting consistency and alignment across institutions.
This Request for Information (RFI) is intended to collect information and recommendations regarding
Software as a Service (SaaS) solutions that provide enhanced functionality for communications, event
management, application submission, workflow automation, and data analytics aligned with the full student
lifecycle (recruitment through completion). This includes capabilities that support colleges' engagement with
businesses, employers, and external partners, such as workforce outreach, work-based learning
coordination, and ongoing employer relationship management. The RFI also seeks insight into
implementation approaches that can be standardized and scaled, integration capabilities across common
enterprise systems, and best practices for supporting colleges at varying levels of CRM maturity within a
unified framework.
The State requests detailed, point-by-point responses demonstrating how your firm would address the items
outlined in the following sections of this RFI. Responses should include descriptions of system capabilities,
implementation strategies, and support models, with a particular emphasis on approaches that enable the
development of a shared, systemwide "baseline" or "golden image" configuration. The State is specifically
interested in solutions that can be deployed as a common template across all 58 colleges, allowing for local
flexibility where appropriate, but grounded in a consistent, scalable architecture that promotes efficiency,
reduces duplication, and accelerates adoption across the system.
This process is intended to inform a future procurement strategy that prioritizes a cohesive, system-level
solution. The State is exploring approaches that would support broad adoption of a common platform and
implementation model, rather than a decentralized, institution-by-institution selection process, in order to
maximize scale, consistency, and long-term sustainability across the NCCCS.
2.0 RFI PROCEDURES
A. Schedule
Respondents will have approximately two (2) weeks from the date of issuance to prepare and submit their
responses to this RFI.
All responses must be received by the North Carolina Community College System Office no later than May
13, 2026, at 4:00 PM Eastern Time (ET). Responses received after this deadline may not be considered.
B. Clarification Questions
Clarification questions will be accepted until May 1, 2026, as specified on the cover sheet of this RFI. All
questions must be submitted in writing. An addendum containing any general clarification questions and
their answers will be issued as an addendum to this RFI.
C. Response
The State recognizes that considerable effort may be required to prepare a response to this Request for
Information (RFI). However, this RFI is issued for informational and planning purposes only and does not
constitute a request for services or a commitment to procure. Respondents shall bear all costs associated
with the preparation and submission of their responses.
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The State expects concise, detailed, and point-by-point responses to each of the RFI items identified in
the sections that follow. The State is not seeking marketing materials, brochures, or generic ("boilerplate")
responses. Instead, responses should clearly articulate how the respondent's proposed solution(s) and
approach would support the State's goals for enhancing student recruitment, enrollment, and
engagement across the North Carolina Community College System.
1. Responses should include, at a minimum:
a. Solution Overview and Alignment
A clear description of the proposed solution(s), including how the platform supports the full student
lifecycle (recruitment through enrollment and student engagement) as well as colleges'
engagement with businesses, employers, and external agencies (e.g., workforce partners,
community-based organizations, and public agencies). Responses should describe how the
solution aligns with the State's strategic enrollment management objectives and supports a
consistent, systemwide approach that can be deployed across all fifty-eight (58) colleges.
b. Understanding of Business Needs
A demonstrated understanding of the State's goals, including the diverse needs of the fifty-eight
(58) community colleges and their external partners, and how the proposed solution would
address those needs in a scalable, flexible manner. Responses should specifically address how
the solution can support a shared, system-level "baseline" or "golden image" configuration that
enables broad adoption across colleges while allowing for appropriate local customization.
c. Technical Specification
Descriptions of the vendor's solution capacity and approach to the following technical
specifications, including support for integration with enterprise systems, interoperability with
external partner systems (e.g., employers and workforce agencies), and the ability to implement
and maintain a standardized, scalable architecture across all 58 institutions.
SECURITY & COMPLIANCE
Requirement Description Notes/Cost
Supports Single Sign-On (SSO)
Multi-Factor Authentication (MFA)
Role-Based Access Control (RBAC)
Data encryption (at rest & in transit)
Audit logs and activity tracking
FERPA compliance support
SOC 2 / other certifications
Role-based access, privacy, & security
settings
VPAT Statement for ADA Guidelines
Fraud Detection
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INTEGRATION & APIS
Requirement Description Notes/Cost
REST API availability
Webhook/event support
Data import/export (CSV, JSON, etc.)
Real-time data synchronization
Middleware compatibility (e.g., iPaaS)
Pre-built Integration with Ellucian Colleague
Pre-built Integration with Ellucian Banner 9
Pre-built Integration with Ellucian Banner
Go
Pre-built Integration with Instructure Canvas
Integration with CFNC (College Foundation
of North Carolina)
Integration with third party vendors
(Parchment, Scribbles , Clearinghouse,
CFNC, Diploma Sender)
Active Directory
DATA MANAGEMENT & REPORTING
Requirement Description Notes/Cost
Custom objects and fields
Data validation rules
Duplicate detection tools
Standard reporting dashboards
Customized reporting capability
Ad hoc reporting capability
Predictive analytics / AI insights
Data export capabilities
System level reporting for analysis
CONFIGURATION & WORKFLOW
AUTOMATION
Requirement Description Notes/Cost
Workflow automation engine
No-code configuration tools
Custom business rules
Task automation and alerts
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Ongoing Technincal Support
Approval workflows
Standardized Templates (for workflows)
AUTOMATION & AI
Requirement Description Notes/Cost
Predictive student risk scoring
Automated outreach campaigns
AI-driven recommendations
Chatbot or virtual assistant
AI Workflows and tasks
USER EXPERIENCE & ACCESSIBILITY
Requirement Description Notes/Cost
Mobile app (iOS/Android)
Responsive web interface
Accessibility compliance (WCAG)
Offline access (external user experience)
PERFORMANCE & ARCHITECTURE
Requirement Description Notes/Cost
Cloud-based architecture
Uptime SLA (%)
Disaster recovery plan
Backup frequency and retention
Scalability approach
STUDENT/CUSTOMER MANAGEMENT
Requirement Description Notes/Cost
Capacity to group students/customer by
status
Tracks student/customer response to
notifications
Student/customer ability to track app status
Customizable application workflows
Create campaigns and distribution list
Alumni relations options
Donor tracking options
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STUDENT ENGAGEMENT CAPABILITIES
(KEY SECTION)
Requirement Description Notes/Cost
Student lifecycle tracking
Early alert system
Case management
Appointment scheduling
Communication tracking (email/SMS)
Check in or integration options (i.e.
Queless)
Alumni Relations/Donor Tracking
Accepting Payments
Texting Capability
Single portal for application submission
Customizable application workflows
Capacity for document uploads (docx, pdf,
jpeg, png)
EVENT MANAGEMENT
Requirement Description Notes/Cost
Event scheduling tool
Automated event reminder
Attendance tracking
Survey Events Feedback
Event Sites
d. Implementation Approach and Support Model
An overview of implementation methodology, timeline considerations, onboarding strategies, and
ongoing support services. Respondents should address how they would support a coordinated,
systemwide rollout across all fifty-eight (58) colleges, including the development and deployment
of a shared "baseline" or "golden image" configuration. Responses should also describe how the
approach would accommodate colleges at varying levels of CRM maturity, including those without
existing CRM platforms, while ensuring consistent adoption and integration with employer and
external partner engagement functions.
e. Scalability and Flexibility
An explanation of how the proposed solution can scale across multiple institutions of varying sizes
and adapt to evolving system and workforce needs. This should include the ability to support a
common, system-level architecture that can be deployed across all 58 colleges, while allowing for
appropriate local flexibility. Responses should also address how the solution can expand to
support additional functional areas, including enhanced engagement with businesses, employers,
and external agencies.
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f. Total Cost Considerations (Estimated)
High-level information regarding total cost of ownership, including implementation, licensing,
training, and ongoing support. Responses should reflect cost efficiencies associated with a
coordinated, systemwide approach (e.g., shared services, common configuration, or economies
of scale across 58 colleges), as well as considerations for supporting employer and external
partner engagement functionality. Include information on maintaining compliance with emerging
industry standards and regulatory requirements.
ITEM DESCRIPTION YEAR 1 COST YEAR 2 COST YEAR 3 COST
1 Software Fee
2 Configuration, Integration
Services
3 Training
4 Technical Support
5 Other Costs (must be itemized
in detail)
g. Exceptions and Recommendations
Identification of any exceptions to the State's outlined requirements, along with recommended
alternatives or enhancements based on industry best practices.
Responses should also define all services required to successfully implement and sustain the
proposed solution, including training, change management, and continuous improvement
support.
2. Multiple Responses
Multiple responses will be accepted from a single vendor provided that each response is
comprehensive, meets all of the state's requirements, and is truly unique. Please place in separate
envelopes and clearly mark responses as "Response #1, Response #2, etc.
3. Late Offers
Regardless of cause, late offers will not be accepted and will automatically be disqualified from further
consideration. It shall be the Vendor's sole risk to ensure delivery at the designated office by the
designated time.
3.0 CONFIDENTIAL INFORMATION
In accordance with 09 NCAC 06B.0103 the State may maintain confidentiality of certain types of information
described in N.C. Gen. Stat. 132-1 et. seq. Such information may include trades secrets defined by N.C.
Gen. Stat. 132-1.2. Respondents may designate appropriate portions of its response confidential, consistent
with and to the extent permitted under the Rules and Statutes set forth above, by marking the pages
containing confidential information with boldface type at the top and bottom of each such page stating
"CONFIDENTIAL." By so marking any page, the Respondent warrants that is has formed a good faith opinion,
having received such necessary or proper review by counsel and other knowledgeable advisers that the
portions marked confidential meet the requirements of the Rules and Statutes set forth above. The State
may serve as custodian of Respondent's confidential information and not as an arbiter of claims against
Respondent's assertion of confidentiality. If an action is brought pursuant to N.C. Gen. Stat. 132-9 to compel
the State to disclose information marked confidential, the Respondent agrees that it will intervene in the
action through its counsel and participate in defending the State, including any public official(s) or public
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employee(s). The Respondent agrees that it shall hold the State and any official(s) and individual(s) harmless
from any and all damages, costs, and attorney's fees awarded against the State or official or individual in the
action. The State agrees to promptly notify the Respondent in writing of any action seeking to compel
disclosure of Respondent's confidential information. The State shall have the right, at its option and expense,
to participate in the defense of the action through its counsel. The State shall have no liability to Respondent
with respect to the disclosure of Respondent's confidential information ordered by a court of competent
jurisdiction pursuant to N.C. Gen. Stat. 132-9 or other applicable law.
All information received in response to the RFI that is marked Confidential will be handled accordingly. The
Department shall not be liable for or suffer any consequential damages for any proprietary information
submitted and not properly identified. Proprietary information will be safeguarded in accordance with the
applicable state regulations.
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