CRM automation, support, and maintenance: 3-Year project for ecic

Annexure C is the Phase Two Technical Self-Evaluation for the CRM system RFP. Bidders must evaluate each functional requirement by selecting one of three options: Standard out-of-the-box feature (5 points), Configurable (3 points), or Customisable/Development required (1 point). Covers Case Management, Business Development (Leads, Opportunities, Sales), Marketing, and Non-Functional/Security/Integration Requirements. Minimum 70% score required to advance to Phase Three. Requirements here do not override the main RFP scope of work.

Complete Annexure C (Phase Two Technical Self-Evaluation) as follows: Select one option per requirement (Standard feature = 5 points, Configurable = 3 points, Customisable/Development = 1 point). Zero points awarded if multiple options are selected. For ambiguous cases, choose the most correct option and provide comments. For customisation, estimate development time. Returnable: Fully completed self-evaluation form. Minimum 70% score required to advance to Phase Three. Note: Requirements here do not override the main RFP scope of work.

Phase Two (Technical Self-Evaluation): Must score ≥70% to proceed to Phase Three. Scoring: Standard feature (5 points), Configurable (3 points), Customisable/Development (1 point). Additional criteria: Proof of SOC 2/ISAE 3402 compliance and cyber liability insurance (annual submission required). Solution must comply with POPIA/GDPR. Hosting provider must offer daily backups, DR capabilities, and immutable audit logs. System must support Power BI integration (ECIC provides license). Must meet security requirements (SSO, MFA, encryption, etc.).

Case Management: Multi-channel complaint logging (email, portal, chat, social media, telephone, walk-in, internal referrals). Manual capture for non-digital channels with structured forms (customer type, details, contact info, complaint description, date/time, business unit, category/sub-category, severity, priority). Mandatory field validation. Automated customer notifications at all lifecycle stages (logged, assigned, info requests, updates, resolution, escalation, closure). SLA threshold alerts and pending action reminders. Configurable complaint lifecycle (Logged, Assigned, In Progress, Escalated, Resolved, Closed). Investigation/resolution capture with auditable storage. Configurable communication templates and preferred channels (email, SMS, portal). Automated escalation on dissatisfaction with configurable rules. Only authorised users can close complaints. Full audit trail required. Business Development: Lead capture via configurable intake channels (manual, web forms, email, integrations, social media). End-to-end lead lifecycle tracking. Configurable SLA notifications. Lead assignment to resource pools before submission. Structured desktop analysis capture. Duplicate detection. Lead-to-opportunity conversion with qualification criteria. Single/multi-product opportunities. Configurable sales pipeline stages (Qualification, Proposal/Solution, Negotiation, Closed Won, Closed Lost). Activity logging against opportunities. Time monitoring in stages. Reason required for Closed Lost. Opportunity-based revenue forecasting. Pipeline reporting by stage, owner, time period, campaign. Win/loss ratio analysis. Sales: Digital application forms (web/mobile-enabled). Digital signature functionality. Document extraction and secure storage with metadata. Automatic linking to transaction references (opportunity number, application number, case ID). Full traceability between customer, transaction, signed forms, and documentation. Marketing: Mobile QR code lead capture at exhibitions (offline capability, auto-sync). Event ROI tracking and historical performance dashboards. Pre-configured campaign templates with validation rules. Centralised Corporate Identity Manual (CIM) repository with version control. CIM-aligned templates and automated compliance checks. Non-Functional: Real-time dashboards and reports. Power BI integration (ECIC provides license). Standard/customisable reports (totals by period/category/channel/source, turnaround times, SLA performance, escalation stats, satisfaction rates). Reports exportable to Excel/PDF with timestamp. Security: Active Directory SSO, MFA, Captcha, document scanning, file type restrictions, SSL certificates, encryption in transit/at rest. DR capabilities, daily backups, immutable audit logging. Role-based access with segregation of duties. POPIA/GDPR compliance. Integration: Corporate email, API connectivity, bulk SMS/email services. Self-Service: Chatbot, live chat with routing, customer portal (profile/status/cases), searchable FAQs. Usability: Simple intuitive UI, desktop/mobile optimised. Availability: 99% during business hours. Performance: Page load <3 seconds. Scalability: Modular system with growth capacity.

Refer to main RFP for CSD, tax clearance, B-BBEE, and other standard government procurement compliance requirements. This document specifies: SOC 2/ISAE 3402 compliance, cyber liability insurance (annual proof), POPIA/GDPR compliance, and immutable audit logging.

This document is Annexure B, the official pricing template for the CRM automation tender. It provides the format for fee proposals, including system subscriptions, implementation phases, support services, and hourly rates. The tender covers automation of CRM processes with support and maintenance for 3 years for the Export Credit Insurance Corporation of South Africa (ECIC).

Bidders must submit proposals on their official letterhead. All quotations must be in South African Rand (ZAR). The proposed fee must include all costs for providing goods and services. Bidders must follow the pricing structure outlined in Annexure B, though they may use their own template if it includes all required items. Hourly rates for Phase 2 must be submitted but are not used for price evaluation. Bidders should omit irrelevant resource categories or provide comments.

The CRM automation project is divided into two phases: Phase 1 MVP includes Leads Management, Pipeline Management, Case Management, and basic Campaign Management. Phase 2 includes Mobile Leads Capture Application, Advanced Campaigns and Event Management, Branding subscription, Chatbot, Customer Portal, and Social Media Integration. The system must scale from up to 25 licensed users in Year 1 to up to 35 licensed users in Years 2 and 3. Data migration involves approximately 4,000 estimated contacts from the old in-house developed CRM. Additional costs may include Information Security-related expenses, third-party integrations, testing, QA, training, UAT, and hyper-care support for three months post Phase 1 go-live.

Pricing must be submitted in South African Rand (ZAR) on the bidder’s letterhead. Bidders may use their own quotation template but must include all items from the provided table. Proposed fees must cover all costs for goods and services. If a higher-tier CRM licence is more cost-effective and improves functionality, bidders should indicate this in their proposal. Phase 2 implementation will be billed based on hourly rates, with a scope of work approved by ECIC beforehand. Hourly rates must include overheads and VAT. Pricing table must include: Phase 1 project initiation and management (validation, design, documentation); System subscriptions for Years 1-3 (Year 1: up to 25 users, Years 2-3: up to 35 users); Phase 1 and Phase 2 implementation costs; Information Security costs; Third-party integrations; Testing, QA, training, and UAT (if not included in implementation); Three-month hyper-care support post Phase 1 go-live; Year 1-3 SLA-based support (if not included in subscription); Data migration from old CRM. Hourly rate table required for: Project Manager, Solution Architect, Functional/Technical Consultants, Developers, Business Analyst, QA Specialist, Trainer/Change Management Specialist.