Customer Relationship Management System

Banff Centre is seeking a qualified vendor to provide a SaaS-based Customer Relationship Management (CRM) system designed to meet the organization’s operational and strategic requirements. The new CRM solution will replace legacy platforms currently used for ticketing, fundraising, and support program registration, ensuring a streamlined and unified approach to managing customer and stakeholder interactions.

The selected vendor will be responsible for deploying a CRM system that integrates seamlessly with existing systems, including Oracle ERP and relevant hotel management APIs. Key deliverables include data migration from existing platforms with minimal disruption and high accuracy; configuration of modules for audience management, donor relations, student services, fitness memberships, and alumni engagement; and the setup of marketing automation and campaign management tools. Additionally, the vendor will develop dashboards and reporting tools to enable real-time decision-making and performance monitoring.

Robust data protection measures must be implemented, with full compliance regarding user permissions and relevant standards. Comprehensive user training and change management support are required to promote adoption and minimize resistance across departments. Post-implementation, the vendor is expected to provide ongoing support, troubleshooting, updates, and planning for future scalability.