Customer Relationship Management Software

Background
Eastern Washington University (EWU) is seeking quotes for a Customer Relationship Management (CRM) or ticket-based software to assist its cybersecurity department in conducting virtual audits of small businesses.
The goal of this contract is to utilize grant funding effectively to track client interactions, schedule audits, and report outcomes.

Work Details
The selected software must provide 50 licenses and include the following features:
1) Collect user information through a custom web form;
2) Client self-serve appointment scheduling on a web interface with real-time agent availability;
3) A comprehensive view of all scheduled appointments;
4) Automated reminder emails for appointments;
5) Interview-style prompts for agents during audits;
6) Automated, customized follow-up emails after appointments;
7) A help-desk style ticket system;
8) A customizable knowledge base;
9) Extensive reporting capabilities including metrics on calls conducted and breakdowns by attributes from the web form;
10) The ability to deactivate users while retaining their data and reassigning their licenses to new users.

Period of Performance
The contract will commence as soon as possible and run through September 2026.

Place of Performance
The software will be utilized at Eastern Washington University, located at 601 E Riverside Ave Ste 340, Spokane, WA 99202.