rfp section 6

7/30/2019 RFP Section 6

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Tootsie rolls RFP Proposal

Tootsie Roll Industries

Request for Proposal for CRM Systems

10/22/2012


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Table of Contents

1 STATEMENT OF WORK ............................................................................................................ 3

1.1 PURPOSE ........................................................................................................................... 31.2 COVERAGE &PARTICIPATION .............................................................................................. 3

2 GENERAL INFORMATION ......................................................................................................... 3

2.1 ORIGINAL RFPDOCUMENT ................................................................................................. 32.2 THE ORGANIZATION ............................................................................................................ 32.3 EXISTING TECHNOLOGY ENVIRONMENT ................................................................................ 32.4 SCHEDULE OF EVENTS ........................................................................................................ 4

3 PROPOSAL PREPARATION INSTRUCTIONS ......................................................................... 4

3.1 VENDORS UNDERSTANDING OF THE RFP ............................................................................ 43.2 GOOD FAITH STATEMENT .................................................................................................... 43.3 COMMUNICATION ................................................................................................................ 43.4 PROPOSAL SUBMISSION...................................................................................................... 63.5 CRITERIA FOR SELECTION ................................................................................................... 63.6 SELECTION AND NOTIFICATION ............................................................................................ 7

4 SCOPE OF WORK, SPECIFICATIONS & REQUIREMENTS .................................................... 7

4.1FUNCTIONAL REQUIREMENTS.................................................................................................... 74.2TECHNICAL SPECIFICATIONS..................................................................................................... 84.3ENGAGEMENT METHODOLOGY.................................................................................................. 8

5 VENDOR QUALIFICATIONS & REFERENCES ........................................................................ 9

6 BUDGET & ESTIMATED PRICING .......................................................................................... 10

6.1ESTIMATED COSTS................................................................................................................. 10

7 ADDITIONAL TERMS & CONDITIONS .................................................................................... 11

7.1PERSONAL INFORMATION........................................................................................................ 117.2NON-DISCLOSUREAGREEMENT .............................................................................................. 117.3COSTS................................................................................................................................... 117.4INTELLECTUAL PROPERTY ...................................................................................................... 117.5RESPONDENTS RESPONSES .................................................................................................. 127.6GOVERNING LAW ................................................................................................................... 127.7NO LIABILITY.......................................................................................................................... 127.8ENTIRE RFP .......................................................................................................................... 12

8 VENDOR CERTIFICATION....................................................................................................... 12SCHEDULE A NOTICE OF INTENTION ........................ ERROR! BOOKMARK NOT DEFINED.


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1 Statement of Work

1.1 Purpose

The purpose of this Request for Proposal (RFP) is to invite prospective vendors to submit aproposal to supply CRM solution to Tootsie Roll Industries, LLC. The RFP provides vendorswith the relevant operational, performance, application, and architectural requirements of thesystem.

1.2 Coverage & Participation

The intended coverage of this RFP, and any agreement resulting from this solicitation, shallbe for the use of all departments at Tootsie Roll Industries, LLC along with any satelliteoffices. Tootsie Roll Industries, LLC reserves the right not to enter into any contract, to add

and/or delete elements, or to change any element of the coverage and participation at anytime without prior notification and without any liability or obligation of any kind or amount.

2 General Information

2.1 Original RFP Document

Tootsie Roll Industries, LLC shall retain the RFP, and all related terms and conditions,exhibits and other attachments, in original form in an archival copy. Any modification of these,in the vendors submission, is grounds for immediate disqualification.

2.2 The Organization

Tootsie Roll Industries, LLC is America's favorite candy company, manufacturing and sellingsome of the world's most popular confectionary brands. Beginning in a modest New Yorkcandy store with the Tootsie Roll's introduction in 1896, the Chicago-based company hasgrown to become one of the countries largest candy companies, with operations throughoutNorth America and with distribution channels in more than 75 countries.

Currently, we are in the process of upgrading our information system tools. We have recentlyupgraded our ERP system. Our existing CRM system has become obsolete and we havedecided to replace it with new CRM system to meet the needs of our continuously growingorganization.

2.3 Existing Technology Environment

The following is a listing of our current technology environment.

Internet connection: T-3 Lines Dedicated Leased Line

Server: Intel Xeon Processor 7000 Series-based Server

Server OS: Windows Server 2008 R2

Desktop and Laptop OS: Windows 7 enterprise edition

Intranet:SORCE Intranet
http://en.wikipedia.org/wiki/Sorce_intranethttp://en.wikipedia.org/wiki/Sorce_intranethttp://en.wikipedia.org/wiki/Sorce_intranethttp://en.wikipedia.org/wiki/Sorce_intranet


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2.4 Schedule of Events

The following is a tentative schedule that will apply to this RFP, but may change inaccordance with the organizations needs or unforeseen circumstances. Changes will becommunicated by e-mail to all invited bidders.

Issuance of RFP 10/22/2012Technical Questions/Inquiries Due 11/10/2012, 4:00 PM,UTC-06:00RFP Closes 11/17/2012, 12:00 Noon,UTC-06:00Complete Initial Evaluation 01/05/2013Final Award Notification 02/01/2013

3 Proposal Preparation Instructions

3.1 Vendors Understanding of the RFP

In responding to this RFP, the vendor accepts full responsibility to understand the RFP in itsentirety, and in detail, including making any inquiries to Tootsie Roll Industries as necessaryto gain such understanding. Tootsie Roll Industries reserves the right to disqualify any vendorwho demonstrates less than such understanding. Further, Tootsie Roll Industries reservesthe right to determine, at its sole discretion, whether the vendor has demonstrated suchunderstanding. That right extends to cancellation of award, if award has been made. Suchdisqualification and/or cancellation shall be at no fault, cost, or liability whatsoever to TootsieRoll Industries.

3.2 Good Faith Statement

All information provided by Tootsie Roll Industries in this RFP is offered in good faith.Individual items are subject to change at any time. Tootsie Roll Industries makes nocertification that any item is without error. Tootsie Roll Industries is not responsible or liablefor any use of the information or for any claims asserted there from.

3.3 Communication

Verbal communication shall not be effective unless formally confirmed in writing by aspecified procurement official in charge of managing this RFP process. In no case shallverbal communication govern over written communication.


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3.3.1 Vendors Inquiries. Applicable terms and conditions herein shall governcommunications and inquiries between Tootsie Roll Industries and vendors asthey relate to this RFP. Inquiries, questions, and requests for clarification relatedto this RFP are to be directed in writing to:

Tootsie Roll Industries, LLCInformation Technology department7401 South Cicero AvenueChicago, IL 60629

Attention: Syed QuadriTelephone: 773-123-456

Fax: 773-321-654E-mail: [email protected]

3.3.2 Informal Communications shall include, but are not limited to: requests from/tovendors or vendors representatives in any kind of capacity, to/from any TootsieRoll Industries employee or representative of any kind or capacity with theexception of Syed Quadri for information, comments, speculation, etc. Inquiriesfor clarifications and information that will not require addenda may be submittedverbally to the named above at any time.

3.3.3 Formal Communications shall include, but are not limited to:

Questions concerning this RFP must be submitted in writing and be received

prior to 11/10/2012, 4:00 PM,UTC-06:00

Errors and omissions in this RFP and enhancements. Vendors shallrecommend to Tootsie Roll Industries any discrepancies, errors, or omissionsthat may exist within this RFP. With respect to this RFP, vendors shallrecommend to Tootsie Roll Industries any enhancements, which might be inTootsie Roll Industries best interests. These must be submitted in writing andbe received prior to 11/10/2012, 4:00 PM,UTC-06:00.

Inquiries about technical interpretations must be submitted in writing and bereceived prior to 11/10/2012, 4:00 PM,UTC-06:00. Inquiries forclarifications/information that will not require addenda may be submittedverbally to the buyer named above at any time during this process.

Verbal and/or written presentations and pre-award negations under this RFP.

Addenda to this RFP.

3.3.4 Addenda: Tootsie Roll Industries will make a good-faith effort to provide a writtenresponse to each question or request for clarification that requires addendawithin 4 business days. All questions, answers, and addenda will be shared withall recipients.


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Tootsie Roll Industries will not respond to any questions or requests forclarification that require addenda, if received by Tootsie Roll Industries after11/10/2012, 4:00 PM,UTC-06:00

All addenda will be posted to our Web site only:http://www.tootsie.com/RFPvendoraddenda.html

3.4 Proposal Submission

Proposals must be delivered sealed to:

Shoaib Quadri, Director of Technology

Information Technology DepartmentTootsie Roll Industries, LLC7401 South Cicero AvenueChicago, IL 60629.

on or prior to 11/17/2012, 12:00 Noon,UTC-06:00. Tootsie Roll Industries shall not acceptproposals received by fax.

Vendors are to submit five original copy of proposal marked Original and five, markedCopy. Each original and copy must be individually bound. Please provide one electroniccopy on a CD. Tootsie Roll Industries will not accept proposals delivered via e-mail.

3.5 Criteria for Selection

The evaluation of each response to this RFP will be based on its demonstrated competence,compliance, format, and organization. The purpose of this RFP is to identify those suppliersthat have the interest, capability, and financial strength to supply Tootsie Roll Industries withCRM systems identified in the Scope of Work.

Evaluation Criteria:

1. Vendor Profile: Organization structure, business philosophy, revenues, Profitability,experience, expertise, location, response time, presentation, Communication, implementationprocess, service, support, training, stability, and references.

2. Technology Platforms: Use of industry standards, operating platforms, servers,Workstations, database architecture, communication protocols, management requirements,growth, expandability with estimate of necessary software and hardware costs as well asancillary I.T costs to implement the new CRM system

3. Implementation Services: Proposed team that is experienced with the product, theindustry, similarly-sized and operated organizations, history of on-time, on-budgetimplementations, and responsiveness to client requirements.
http://www.organization.com/RFPvendoraddenda.htmlhttp://www.organization.com/RFPvendoraddenda.html


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5. Cost: Necessary hardware components needed for full implementation and utilizationincluding peripherals for Human Resources applications, software applications,implementation consultation, data conversion, customization, support, training, othercosts, annual maintenance and expected upgrade costs as newer versions becomeavailable.

6. Proposal Format: Adherence to proposal guidelines and requirements.

3.6 Selection and Notification

Vendors determined by Tootsie Roll Industries who possess the capacity to compete forthis contract will be selected to move into the negotiation phase of this process. Written

notification will be sent to these vendors via mail. Those vendors not selected for thenegotiation phase will not be notified

4 Scope of Work, Specifications & Requirements

The successful vendor should provide a centralized CRM System, complete in all respects, toTootsie Rolls Industries. The CRM system should provide capabilities at customer servicecounters and back office field service management locations. It should also provide a customer-facing web and Smartphone-based interface.

The system should be configured to meet Tootsie Roll Industries business requirements. Thesolution should include onsite installation and configuration, start-up services, assistance with and

development of custom interface integration, onsite training of Tootsie Roll industry staff on useand maintenance of the system, as well as ongoing technical and service support. All software issubject to final acceptance testing by Tootsie Roll Industries. The vendor must also offer customprogramming services (if needed). Tootsie Roll industry intends to initially contract for 5 years ofmaintenance, with the option to renew the maintenance for up to 10 years.

The In depth Functional Requirements and Technical Specification for the CRM systemis as follows

4.1 Functional Requirements

Secure Web Access - the CRM system can be accessed remotely by users.

Shared Calendars calendars can be viewed based on role and permissions. Activity Planning & Tracking tasks can be assigned and tracked on an individual

basis, and/or generated automatically based on business rules.

Microsoft Office Integration ability to integrate with Outlook, Exchange, Word, Excel,

including ability to import/export Excel and CSV files.

Accounting System Integration ability to integrate with QuickBooks.

Workflow Automation ability to integrate & automate business processes.


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Customization of Reports flexible and intuitive report generation.

Account History & Tracking simple, user-friendly interface to add account information

such as contacts, phone, address, email, fax, website, preferences, do-not-contact, or

other account-related details.

Call/Email History & Tracking ability to record phone calls & emails.

Customizable User Interface ability to customize views and interfaces.

Mail Merge the CRM system can leverage marketing databases to insert contact

information into documents such as letters or mailing labels.

Customizable Objects & Fields ability to create custom fields/objects.

Advanced Search ability to search contacts, notes, email/call history.

List Building & Management ability to create lists of contacts, tasks, etc.

Contact Hierarchy Management ability to generate organizational charts.

Time/Date Stamped Notesautomatic time/date stamping for all notes.

4.2 Technical Specifications

User & Group Security Settings role-based security & permissions.

PDA Integration online/offline access and integration with wireless devices such as

blackberries; ability to synchronize data remotely; call handling, dispatching, and

scheduling; inventory management features.

Microsoft System Integration supports Windows 2000 O/S, Microsoft IIS 4.0,

Microsoft SQL 7.0 DB.

Customization Capabilities flexible administration and customization.

Integration with 3rd-Party Applications provides interface or API to integrate other

3rd

-Party applications such as quote generators.

Supports XML internal/external data is exchanged using XML industry-standards, not

a proprietary language.

4.3 Engagement Methodology

The vendor staff will work at our development center at7401 South Cicero AvenueChicago, IL 60629. The purchaser can, at its convenience, terminate the implementation contractwith one months notice.


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5 Vendor Qualifications & References

All vendors must provide the following information in order for their proposal to be considered:

1. A brief outline of the vendor company and services offered, including:

Full legal name of the company

Year business was established

Number of people currently employed

Income statement and balance sheet for each of the two most recently completed

fiscal years certified by a public accountant

2. Solid experience with current clients using successfully functioning CRM solutions that are

successfully interfaced with Banner.

3. Solid CRM project management, consulting and leadership experience.

4. Offer solid and responsive technical support 24/7.

5. A commitment to the market for at least the next five years and Stability in the marketplace

that is reflected with a strong financial position.

6. Provide a list of three to five current client references that have implemented your CRM

solution and are utilizing your services who we may contact as references. All current client

references must be similar in size and stature or larger than Tootsie Roll Industries and

receive substantially similar solution as we are seeking. We require name, institution, mailing

address, email address and phone number for each reference.


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6 Budget & Estimated Pricing

All vendors must fill out the following cost breakdown for the implementation of their solution forTootsie Rolls industires project as described in this RFP. Costs should be identified as eithercapital or non-capital in nature. The vendor must agree to keep these prices valid for 220days asof 10/22/2012

6.1 Estimated Costs

For all available deployment models, provide a five year cost summary as displayed below.

Five Year Total Cost Summary

Costs Total Year 1 Year 2 Year 3 Year 4 Year 5

Hardware

Software Licensing

Third Party Software(Middleware)

Installation

Legacy Data Loading

Maintenance

Documentation &Training

Project Management

Miscellaneous

Total:

Suggested Cost Categories:

Hardware: List, describe, and record the cost of each piece of hardware that isrequired to optimally run the software.

Software Licensing: List, describe, and record the licensing, implementation,maintenance, support, and training fees associated with your proposed software.

Third-Party Software (Middleware): List, describe, and record the cost of each piece ofsoftware (including operating systems) that is required to optimally run the software.

Installation: Describe any labor, equipment, supplies, or other costs associated withinstalling your proposed software.

Integration: Describe any labor, equipment, supplies, or other costs associated withintegrating [Insert Proposed Solution] into our current architecture and back-endsystems.

Legacy Data Loading: Describe any labor, equipment, or other costs associated withimporting legacy data from current systems into the new system.


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7 Additional Terms & Conditions

7.1 Personal Information

7.1.1 General

Depending on the circumstances, Tootsie Rolls Industries may require informationrelated to the qualifications and experience of persons who are proposed or available toprovide services. This may include, but is not limited to, resumes, documentation ofaccreditation, and/or letters of reference. The Respondent should not submit as part of itsResponse any information related to the qualifications, experience of persons who areproposed or available to provide services unless specifically requested. Unlessspecifically requested, any such information, whether in the form of resumes or otherdocumentation, will be returned immediately to the Respondent. Tootsie Roll Industries

will treat this information in accordance with the provisions of this Section.

7.1.2 Requested Personal Information

Any personal information as defined in the State of Ill inois legislation that is requestedfrom each Respondent by Tootsie Roll Industries shall only be used to considerthequalified individuals to undertake the project/services and to confirm that the workperformed is consistent with these qualifications. It is the responsibility of eachRespondent to obtain the consent of such individuals prior to providing the information toTootsie Roll Industries. Tootsie Roll Industries will consider that the appropriate consentshave been obtained for the disclosure to and use by Tootsie Roll Industries of therequested information for the purposes described.

7.2 Non-Disclosure Agreement

Tootsie Roll Industries reserves the right to require any Respondent to enter into a non-disclosure agreement.

7.3 Costs

The RFP does not obligate Tootsie Roll Industriesto pay for any costs, of any kindwhatsoever, which may be incurred by a Respondent or any third parties, in connection withthe Response. All Responses and supporting documentation shall become the property ofTootsie Roll Industries, subject to claims of confidentiality in respect of the Response andsupporting documentation.

7.4 Intellectual Property

The Respondent should not use any intellectual property of Tootsie Roll Industries including,but not limited to, all logos, registered trademarks, or trade names of Tootsie Roll Industries,at any time without the prior written approval of Tootsie Roll Industries, as appropriate.


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7.5 Respondents Responses

All accepted Responses shall become the property of Tootsie Roll Industries and will not bereturned.

7.6 Governing Law

This RFP and the Respondents Response shall be governed by the laws ofState of Illinois

7.7 No Liability

Tootsie Roll Industries shall not be liable to any Respondent, person, or entity for any losses,expenses, costs, claims, or damages of any kind:

Arising out of, by reason of, or attributable to, the Respondent responding to thisRFP; or

As a result of the use of any information, error, or omission contained in this RFPdocument or provided during the RFP process.

7.8 Entire RFP

This RFP, any addenda to it, and any attached schedules, constitute the entire RFP.

8 Vendor Certification

This certification attests to the vendors awareness and agreement to the content of this RFP andall accompanying calendar schedules and provisions contained herein.

The vendor must ensure that the following certificate is duly completed and correctly executed byan authorized officer of your company.

This proposal is submitted in response to RFP ID: 1234 issued by Tootsie Roll Industries. Theundersigned is a duly authorized officer, hereby certifies that:

(Vendor Name)

agrees to be bound by the content of this proposal and agrees to comply with the terms,conditions, and provisions of the referenced RFP and any addenda thereto in the event of anaward. Exceptions are to be noted as stated in the RFP. The proposal shall remain in effect for aperiod of[Number of Days (#)] calendar days as of[RFP Due Date].


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The undersigned further certify that their firm (check one):

IS IS NOT

currently debarred, suspended, or proposed for debarment by any federal entity. Theundersigned agree to notify Tootsie Roll Industries of any change in this status, should one occur,until such time as an award has been made under this procurement action.

Person[s] authorized to negotiate on behalf of this firm for purposes of this RFP are:

Name: Title:

Signature: Date:

Name: Title:

Signature: Date:

Signature of Authorized Officer:

Name: Title:

Signature: Date:

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