CALL FOR PROPOSALS: Implementing Salesforce CRM at Doctors Without Borders (MSF) South Africa

1 CALL FOR PROPOSALS: Implementing Salesforce CRM at Doctors Without Borders (MSF) South Africa

2 Background Doctors Without Borders/ Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, natural disasters and exclusion from healthcare. MSF offers assistance to people based on need, irrespective of race, religion, gender or political affiliation. In 2016, MSF provided humanitarian assistance in 70 countries. Some 57 per cent of programmes were in Africa, while 6 per cent were in Asia, 24 per cent in the Middle East, 5 per cent in the Americas, and 5 per cent in Europe. MSF South Africa offices are located in Johannesburg. MSF South Africa was established in 2006. The office now conducts communication and fundraising activities, and supports MSF programmes worldwide by providing medical expertise and recruiting fieldworkers. The Fundraising department of Doctors Without Borders/ Medecins Sans Frontières (MSF) South Africa, wishes to replace the department s software systems (CiviCRM) currently used to manage its private donor relationships and donation processing (CRM). MSF has selected Sales Force as the new software solution to support its current fundraising processes MSF South Africa is seeking a supplier to become a MSF partner for consultancy, process mapping, implementation, data modelling, data migration, training, development, upgrading, maintenance and technical support services. The new CRM environment should provide the stability and functionality needed to: i. Enable MSF Fundraising to communicate with donors in a new approach: providing the right messages, through the right media, at the right time. ii. Manage both economic and non economic data with all the corresponding processes. iii. Manage information optimally. The CRM new system and its back end database will support increasingly complex and valuable donor relationships using multiple channels (emailing, social media, SMS, combined with more traditional channels like phone calls, face to face). Successful proposals should cater for MSF South Africa`s specific requirements as well as compelling, additional requirements that prospective consultants may consider necessary given previous experience implementing such systems particularly for NGOs. 1. Seven Main Objectives (1) To be able to manage efficiently and in an integrated manner which minimizes the manual transfer of information, the main functional requirements: - Donor care management: This includes donor service, communications management (telephone, mail, email, SMS, social media, others), recording of interactions/actions (both manually and automatic), administrative tasks management (calendar). - Economic management: Linkserv, Paygate, Just Giving, Givengain, SnapScan,SMS and other payments processes.

3 - Back office management: massive data import & export, data cleaning and modification, administrative segmentation, administrative tasks management. - Fundraising campaign management- more than 50 per year- (both Mass and One to one): designing and executing automated loyalty plans (communications plan), designing and executing ad hoc loyalty plans, simple segmentation, advanced target segmentation (including behavior segmentation), activities and tasks management, events management, communications management, campaign performance, major donors management tools & processes, legacies management tools & processes, includes marketing automation. - F2F tablets integration: new donor F2F integration from tablets - Web Platform management and/or integration: web integration, information about donations, prospects and third party initiatives, on line fundraising MSF performance optimization. - Reporting and analysis (BI): monthly KPIs s report, access to all information (fields), parameterization of recurrent and calculated fields, designing of and executing standard reporting. Ad hoc reporting, Web analytics, Data mining (Statistics for Segments identification). (2) To increase the lifetime value of: - MSF Fundraising publics (regular donors, one off donors, prospects, major donors, corporate, legatees, VIPs ), called MSF Social Base. (3) To allow the access, updating and reporting of data in a user-friendly manner, with flexible import facilities. (4) To allow the access, updating and reporting of data in a timely and efficient manner and provide Solutions for Data Cleaning, checks and Deduplication (5) To optimize processes and minimise administrative tasks, ie. Plug in Donor Journeys, marketing automaton, and Website Integration management of donations (6) To implement a system that enables innovation in processes and technological domains (7) To adapt to the existing legal framework, Popi and GDPR (8) To optimize the use of resources

4 2. Scope 2.1 Data scope MSF Fundraising Social Base it is formed by: 1. All the members who have had an economic relationship with MSF (through regular donation or one-off donation). This includes regular donors, one off donors, ex-donors, and legatees (approx. 30,0000 active members) 2. All the members (mainly corporate) who collaborate pro bono with MSF (50 members) 3. All the members who have shown an interest of following MSF activities (Prospects and VIPS) (approx 85, 000 members) 3.2 Functional scope/ integration Listed below are the integrations that the consultant will be expected to work on and make sure that they work well and are correctly integrated to Salesforce of MSF SA: 1. Direct Debits Integration: Integration with Linkserv Payment Processer to run daily debit order collections and responses (Success and Non Success) captured correctly on Salesforce., 2. Donor Journeys: Donor Journeys to be custom in the system and donors managed automatically as soon as they reach a certain stage defined by MSF South Africa. 3. Marketing automation: Emailing Platform Integration 4. SMS Platform Integration 5. Social Media Platform Integration 6. Website integration: Manage donations and any other interactions defined by the digital team of MSF SA and Web Analytics. 7. Third Party Event Management. 8. Tax files management 9. Communications Management (actions/interactions) 10. Marketing Campaign Management Data cleaning 11. Record existence check & Deduplication 12. Massive import/export 13. Massive data modification 14. All payments methods management 15. Face to Face IPad App/ E mandate 16. MSF SA Tax Certificate Integration. 17. High Level Reporting and Data Mining 18. BI Platform 19. Integration with Finance Department of MSF SA which uses Pastel. 20. Integration with other MSF offices Tools i.e. Board Software 21. Survey Integration 4. Implementation support 3.1 Project plan requirements. milestone[lh1] MSF expect Respondents to develop and manage in collaboration with MSF the project plan for the implementation of Sales Force CRM, supported by a detailed work plan that highlights key milestones. The responsibility for the production of this plan lies with the

5 Respondent; however MSF will provide reasonable support to this process, and will agree the approach and timescales. MSF requires a smooth implementation with a minimum of disruption to day-to-day operations. MSF needs to be live with Sales Cloud, Service Cloud and Marketing Cloud and integrated with SAP by the 5 th December 2018. The respondent must provide a detailed plan as part of this RFP as well as a go live date, including a list of the resources to be used in each phase of the implementation from the Analysis to the Deployment. MSF plans to have an initial phase by the 31 st July 2018 [LH2]which will include a complete current process mapping and a data structure mapping, as well as the definition of a data migration strategy.we would expect the Respondent to provide the expertise and personnel for both tasks as well as advice on how to best translate our current processes into Salesforce. During the implementation and subsequent rollout, MSF expects the Respondent to ensure that there is a formal risk management [LH3]process with key risks, mitigation plans and contingency plans identified and in place. The scope of this risk management should include both project risks and changes in operational risks caused by the project (arising both during the project and afterwards) and extends to all interaction / involvement across MSF functions with a reliance on systems and all relevant third party suppliers against an agreed RACI (roles and responsibilities) matrix. MSF also looks for a partner that will provide support with negotiating with software suppliers (Salesforce for NPO grant), but it is not limited to Salesforce products. MSF expects that the implementation partner has the expertise to advise MSF on the type of licenses, data storage, support, number of sandboxes, etc., to be purchased by MSF. 3.2 Confidentiality This RFP is supplied to Respondents on condition that it is used in connection with the preparation of responses and for no other purpose. The information contained in the RFP and all information that will be received upon request is confidential and must not without MSF s prior written consent be copied, reproduced, distributed or passed to any other party, other than as strictly required by Respondents in order to obtain appropriate professional advice or for the preparation of responses. Where information is disclosed in such circumstances, it shall only be disclosed where an undertaking in the same terms as this section regarding confidentiality is first obtained in writing from the receiving party. MSF undertakes to keep information contained within any response confidential, subject to any legal and regulatory requirement to disclosure such information. In the event that a Respondent considers that any information supplied by it is commercially sensitive or confidential in nature, this should be specifically highlighted and the grounds cited upon which the Respondent considers the information is exempt from such legal or regulatory disclosure. Whilst MSF shall afford reasonable consideration to any representations made by the Respondent, MSF does not accept any duty of confidence in relation thereto and shall disclose the information if, acting in good faith, it considers itself bound to do so.

6 All information in this document is confidential and should not be transmitted in any form to third parties without the prior written consent of MSF. MSF will similarly regard the responses to this RFP as commercial in confidence. MSF wishes also to assure itself that the Respondent is aligned with MSF s ethical objectives. The Respondent s corporate pedigree, stability, soundness and experience will be assessed in both financial and non-financial terms to determine its suitability as a business partner to MSF. 4 Process and Instructions You are invited to propose for the supply of services to implement and integrate the Sales Force CRM in line with MSF s requirements. To be considered for this call for proposal and receive further information, you need to complete and send back the Acknowledgement letter Appendix 1. The ability of the Respondent to deliver on time, and to quality parameters, without any material disruption to day-to-day operations is very important to MSF. The Respondent s delivery capability will be evaluated in terms of: Project start-up and on-going management approach; Implementation approach and quality standards of implementation services; Soundness of processes, quality management and toolset; Pricing proposed over a multi-year period Discounts and incentives; Calibre and experience of the resources that will deliver the implementation services; Risk management approach. Degree of flexibility to take advantage of opportunities within the marketplace and changes in underlying technology; Suitable commercial/contractual commitments to the success of the implementation. All Proposals must be submitted via email to mthulisi.ncube@joburg.msf.org on or before the 29th of December 2017. MSF SA is expecting the Proposal to detail according to the Respondent Template- Appendix 1 Activity RFP issued RFP issued to Respondents Respondent clarification period Date 04/12/2017 04/11 until 21/12

7 Activity Date Respondent RFP responses submitted Respondents submit responses to this RFP by Evaluation of proposals MSF review, score and evaluate responses 22/12/2017 27/12 until 10/01 Short List of Respondents confirmed 10/01/2018 Presentations / Workshops Short listed Respondents meet with MSF BAFO submission Short listed Respondents submit final pricing proposal 13/01/2018 20/01/2018 Preferred Systems Integrator selected 25/01/2018 To be considered for this call for proposal and receive further information, you need to complete and send back the Acknowledgement letter Appendix 1. Should you have any questions or need more details please feel free to contact Mthulisi or Pedro on 011 4034440. Appendix 1: Acknowledgment letter Attention: mthulisi.ncube@joburg.msf.org From: [Company name who will bid]:.................................. MSF SA Sales Force CRM Project Fundraising CRM Implementer Selection We acknowledge receipt of your RFP for the above work and are in receipt of all documents listed in the contents. We confirm that we will comply with the confidentiality requirements set out in section 3.2 of the Call for Proposal. 1. We agree to comply with the requirements of the Instructions to Respondents and confirm that we will respond to your request and submit our proposal no later than the date required. Our primary point of contact in connection with this RFP response is: whose contact details are: Regards (Signature and Title) :..

8 (Printed Name) (Company) :.. :.. Appendix 2 Respondent Template Respondents are required to respond to this Call for Proposal based on the information contained in this document. The Respondent s response must be provided in the format set out below with each question listed below being individually addressed. Detailed documents may be included as appendices, where appropriate, but each must be directly cross-referenced from the relevant question. In completing their response, Respondents should consider both MSF s objectives and the evaluation criteria. Format of responses A front cover sheet should be attached, including: Reference to the MSF SA Sales Force CRM Name and contact details of key Respondent contact(s) for the response. Specific sections for the response are detailed below. 1 Executive Summary An executive summary in no more than two pages covering the key points of the Respondent s response, including: 1.1. Confirmation of the Services which are being bid for and an overview of the proposed approach for the implementation of Sales Force CRM. 1.2. An assessment of the key risks and how they will be managed/mitigated; 1.3. Identification of the key milestones; 1.4. A price and benefits summary for the proposed implementation services. 2. Respondent s Organisation An overview of the Respondent s organisation and credentials, including: 2.1. A company organisation chart showing full details of parent, subsidiary and associate companies (as applicable). 2.2. A summary of annual turnover (revenue), profit and employee numbers: a) in overall terms; and b) for the services required by MSF. 2.3. A summary of pertinent quality standards, awards, or other accreditations achieved by the Respondent in the last two years that are relevant to the scope of this RFP.

9 2.4. Your proposed project team, including a single overall Account Manager (or equivalent) and other key personnel; e.g. Project Manager, Functional Lead, Testing Lead, Training Lead, etc. Please complete the table below. Role Name Salesforce Experience Languages Spoken Contact Details Please provide a short resume for each of the personnel listed in the table above (maximum of half a page each), including details of their experience in performing their assigned role. 2.5. Please describe the relationship between the Respondent s organisation and that of Sales Force; (e.g. partner, accredited systems integrator, etc.) and how long this relationship has been in place. 2.6. Please provide details of any implementation activities that you intend to subcontract, naming the subcontractor, and providing information about your relationship with that subcontractor duration of formal relationship, and the number of contracts utilising that subcontractor. The Respondent will be expected to manage the operational interaction with its subcontractor(s) in a seamless manner and to assume responsibility for all activities performed by the subcontractor(s). Activity Duration Subcontractor Company Name No. of Other Similar Arrangements 2.7. Please provide details of three reference customers, with a specific interest on NGO if any, that MSF could visit or contact: Name of customer organisation; contact name and job title; contact details;

10 Description of the services provided by the Respondent to the customer, including an indication of the scope, scale and geographic spread; Details of the Sales Force modules implemented; Any constraints on the reference. These reference customers will not be contacted without prior discussion with the Respondent. 3. Implementation 3.1. Please describe your approach for the implementation of Sales Force for Sales Cloud, Service Cloud, Marketing Cloud including the integration with SAP, and identifying the following: The main stages in the implementation and the activities to be performed at each stage (i.e. Process Mapping, Data Modelling, Design, Installation, System Build & Configuration, Customisation, Integration & Interfaces, Data Migration, Change Management, Testing, Training, Go-Live Preparation, Post Go-Live support, etc.); The timeline for each stage; The level of involvement required from MSF at each stage (times / profiles ref. section 3.4); The project methodology that will be followed; The toolset(s) that will be utilised to support configuration and development activities, differentiating between Sales Force, proprietary and third party tools; The toolset(s) that will be utilised to support data migration activities, differentiating between Sales Force, proprietary and third party tools; Any subcontractors or third parties that you propose to involve in the implementation project, detailing the activities and/or locations involved. Interfaces development plan, identifying if and when external partners would be required (e.g. SAP) Respondents should recognise that MSF has already conducted extensive exercises to identify its Functional and Non-Functional Requirements (see Appendix 4). 3.2. Please provide a high level implementation plan showing the main activities to be performed and the associated timescales, together with the key milestones, work packages assessment, dependencies, project management schedules, project organisation and risk assessment. Please, put special emphasis in detailing migration plan. 3.3. Please list all assumptions made in relation to your implementation plan, together with the implications or mitigations if an assumption is not correct.

11 3.4. Please provide your proposed human resources from MSF needed for the successful collaboration between the two parties (Respondent and MSF). Please define team needs, profiles and % of time and timings. Please complete table below. Role in the project Profile % dedication Time dedicated (ej. 1 year, 1 month) Project Phase 3.5. Please describe the tools used for data modelling, data migration, configuration and customization. 3.6. Please describe the tools used for process mapping. 3.7. Please detail how Respondent will support MSF in the clean-up of data on existing system for its migration to new System. In particular, detail how Respondent will advise and assist MSF on the consolidation of data. 3.8. Please detail how you could support MSF Fundraising personnel in validating the data migrated to the new CRM solution, including the overall approach and any tools that could support this task. 3.9. Please detail your proposed approach for the training of MSF staff in the day-to-day use and as well operational support/system maintenance and administration/first line support. This will include classroom based training and production of associated training materials, as well as electronic training which will be reused for future joiners. It should include training on report design. It should also provide a train-thetrainer element which would enable key users to train other potential users in aspects of the system as it rolls out to line managers and employees. In addition, training and documentation should be provided for internal / external application support and maintenance teams. The training materials developed and/or utilised by the Respondent must be aligned with MSF s current strategies (e.g. the use of elearning) and capable of being integrated in the MSF elearning platforms. Please note that at present, the staff to be deployed on the MSF project team, including technical staff and the prospective users, has no experience of administrating applications other than those currently in use 3.10. Please detail your proposed approach for the testing of the new CRM solution, including the testing methodology and techniques, strategy, tools and the

12 involvement of MSF staff. Please note that plan needs to contain test plans and acceptance criteria, issue resolution and queries management proposal. Also note that the Respondent will support MSF for all tests and the test to be performed will be agreed as part of the project Plan. 3.11. Please provide a sample Quality Plan of no more than 3 pages around which your final Quality Plan will be structured. The submitted plan shall have specific details of the quality approach for the Implementation and specifically for the testing phase. 3.12. Please provide evidence of how you have achieved quality control and quality assurance within similar previous projects, how customer requirements were met and detailing the quality assurance and quality control techniques applied. 4. Project Organisation 4.1. Please describe how you would organise the implementation project, showing the proposed team structure and reporting relationships, the key roles and the skillsets/experience you will deploy. Please distinguish between roles/activities performed on-site at a MSF location and those performed off-site. Describe number and content of deliverables, meetings and other follow up measures proposed. 4.2. Please describe how your project management approach and methodology and any tools that you would use to support this. 5. Project Infrastructure 5.1. Please describe your proposed approach for the development and management of the technical environment for the implementation of Sales Force, including: the number of different environments proposed (e.g. design, build, test, production, etc.) the sizing of each environment the initial setup of each environment, including at what stage of the project the environment will be required the administration of each environment other software requirements 5.2. Please detail your proposed approach for the training of MSF staff in the operation and technical administration of the new CRM solution. 6. Ongoing Support

13 6.1. Please detail what support you would provide to MSF post-implementation. Please indicate any constraints on these services. Please note that MSF has its own Project Committee for the Nexus project. 6.2. What approach would you propose for the implementation of release packages, upgrades and new releases of Sales Force? 7. Governance 7.1. Please propose the interface(s) that should exist between the MSF organisation and the Respondent organisation in order to manage this relationship and the delivery of the project. 7.2. Please detail your proposed escalation processes for the resolution of issues and the involvement of MSF in this process; this should include details of the level of seniority (within your organisation) and the timescales associated with each escalation step. 7.3. Please provide an assessment of the governance requirements set out in section 5.8 of the RFP, indicating the respective responsibilities of the Respondent and of MSF, and the associated dependencies. Please outline any alternative approaches that have worked successfully with other customers and which you would like to propose to MSF. 7.4. Please detail the reporting that you would provide to MSF to allow it to review the delivery of the project. In what format/media will this be provided? 8. Commercial 8.1. Please complete the Pricing Card included in Appendix 3 of this RFP. Respondents may submit alternative pricing proposals providing that they have also submitted a compliant pricing proposal, as set out in Appendix 3. If appropriate, identify any further variations on our proposed scope/ approach that you consider would create greater value to MSF, the related rationale, and illustrate the costs and benefits of these. Attachment 1 8.2. Please list (in the relevant sheet of the Pricing Card) all assumptions made in relation to your commercial model and the implications if any of these assumptions are not correct.

14 8.3. Please list the payment milestones (both date of invoice and date of cash) you would propose for the implementation of the Sales Force solution. Please detail your proposal of bonus/penalties according to the fulfilment of the objectives in every delivery. 8.4 Please send your comments on the contract proposal attached in Appendix 6 of the document. 9. Risks 9.1. Please list any issues, risks or areas for particular attention in relation to the implementation of MSF s new global CRM system, indicating the potential impact of each and how each can be mitigated or managed.

15 Appendix 2 Pricing Rate Card For the Respondent response to be considered, Respondents must details their pricing rate card over 3 years, which include license fees, maintenance fees, a breakdown of all the required customization according to the scope detailed in the RFP (section 2, p 4), data import/cleaning Contact MSF +27 (0) 11 403 4440/1/2 70 Fox Street 7 th Floor Zurich House Marshalltown, Johannesburg mthulisi.ncube@joburg.msf.org www.msf.org.za