19-100 - Integrated Client Relationship Management and Business Process Management Softwa

University of Waterloo is seeking to purchase and implement an integrated Client Relationship Management and Business Process Management software system that includes workflow and document management to improve how WI work is performed and managed.
The software system must have both the ability to complete traditional Client Relationship Management (CRM) tasks as well as help with office document management processes including attributing files to particular CRM records and share such information between users.
On the Business Process Management (BPM) side, the software must integrate with Microsoft Outlook, be able to draw from and push information to other on-premise or cloud-based software systems using REST APIs, have the ability to create and update documents/websites/emails/pdfs/etc. using information from the aforementioned software systems as well as the software itself. The solution must include the following functionality: 1) generic and customizable workflows that allow for the automation of tasks, 2) the ability to assign ownership and priority of tasks within the workflow to an individual or team, 3) the ability to notify internal approvers or external stakeholders via email that a workflow is ready for their input and to automatically follow up with them if they do not respond within a specified timeframe, and lastly 4) have the ability to help managers to easily understand where tasks are at and follow up on them.
The RFP document may be downloaded free of charge from the Bonfire Portal here: https://uwaterloo.bonfirehub.ca/opportunities/27369