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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 1.2 PURPOSE ........................................................................................................................... 3 COVERAGE & PARTICIPATION .............................................................................................. 3

2 GENERAL INFORMATION ......................................................................................................... 3 2.1 2.2 2.3 2.4 ORIGINAL RFP DOCUMENT ................................................................................................. 3 THE ORGANIZATION ............................................................................................................ 3 EXISTING TECHNOLOGY ENVIRONMENT ................................................................................ 3 SCHEDULE OF EVENTS ........................................................................................................ 4 VENDORS UNDERSTANDING OF THE RFP ............................................................................ 4 GOOD FAITH STATEMENT .................................................................................................... 4 COMMUNICATION ................................................................................................................ 4 PROPOSAL SUBMISSION ...................................................................................................... 6 CRITERIA FOR SELECTION ................................................................................................... 6 SELECTION AND NOTIFICATION ............................................................................................ 7

3 PROPOSAL PREPARATION INSTRUCTIONS ......................................................................... 4 3.1 3.2 3.3 3.4 3.5 3.6

4 SCOPE OF WORK, SPECIFICATIONS & REQUIREMENTS.................................................... 7 4.1 FUNCTIONAL REQUIREMENTS.................................................................................................... 7 4.2 TECHNICAL SPECIFICATIONS ..................................................................................................... 8 4.3 ENGAGEMENT METHODOLOGY .................................................................................................. 8 5 VENDOR QUALIFICATIONS & REFERENCES ........................................................................ 9 6 BUDGET & ESTIMATED PRICING ..........................................................................................10 6.1 ESTIMATED COSTS .................................................................................................................10 7 ADDITIONAL TERMS & CONDITIONS....................................................................................11 7.1 PERSONAL INFORMATION........................................................................................................11 7.2 NON-DISCLOSURE AGREEMENT ..............................................................................................11 7.3 COSTS...................................................................................................................................11 7.4 INTELLECTUAL PROPERTY ......................................................................................................11 7.5 RESPONDENTS RESPONSES ..................................................................................................12 7.6 GOVERNING LAW ...................................................................................................................12 7.7 NO LIABILITY ..........................................................................................................................12 7.8 ENTIRE RFP ..........................................................................................................................12 8 VENDOR CERTIFICATION.......................................................................................................12 SCHEDULE 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 a proposal to supply CRM solution to Tootsie Roll Industries, LLC. The RFP provides vendors with the relevant operational, performance, application, and architectural requirements of the system. 1.2 Coverage & Participation The intended coverage of this RFP, and any agreement resulting from this solicitation, shall be for the use of all departments at Tootsie Roll Industries, LLC along with any satellite offices. 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 any time 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 selling some of the world's most popular confectionary brands. Beginning in a modest New York candy store with the Tootsie Roll's introduction in 1896, the Chicago-based company has grown to become one of the countries largest candy companies, with operations throughout North America and with distribution channels in more than 75 countries. Currently, we are in the process of upgrading our information system tools. We have recently upgraded our ERP system. Our existing CRM system has become obsolete and we have decided to replace it with new CRM system to meet the needs of our continuously growing organization. 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
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2.4 Schedule of Events The following is a tentative schedule that will apply to this RFP, but may change in accordance with the organizations needs or unforeseen circumstances. Changes will be communicated by e-mail to all invited bidders. Issuance of RFP Technical Questions/Inquiries Due RFP Closes Complete Initial Evaluation Final Award Notification 10/22/2012 11/10/2012, 4:00 PM, UTC-06:00 11/17/2012, 12:00 Noon, UTC-06:00 01/05/2013 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 its entirety, and in detail, including making any inquiries to Tootsie Roll Industries as necessary to gain such understanding. Tootsie Roll Industries reserves the right to disqualify any vendor who demonstrates less than such understanding. Further, Tootsie Roll Industries reserves the right to determine, at its sole discretion, whether the vendor has demonstrated such understanding. That right extends to cancellation of award, if award has been made. Such disqualification and/or cancellation shall be at no fault, cost, or liability whatsoever to Tootsie Roll 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 no certification that any item is without error. Tootsie Roll Industries is not responsible or liable for 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 a specified procurement official in charge of managing this RFP process. In no case shall verbal communication govern over written communication.

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3.3.1

Vendors Inquiries. Applicable terms and conditions herein shall govern communications and inquiries between Tootsie Roll Industries and vendors as they relate to this RFP. Inquiries, questions, and requests for clarification related to this RFP are to be directed in writing to: Tootsie Roll Industries, LLC Information Technology department 7401 South Cicero Avenue Chicago, IL 60629 Attention: Telephone: Fax: E-mail: Syed Quadri 773-123-456 773-321-654 squadri@tootsieroll.com

3.3.2

Informal Communications shall include, but are not limited to: requests from/to vendors or vendors representatives in any kind of capacity, to/from any Tootsie Roll Industries employee or representative of any kind or capacity with the exception of Syed Quadri for information, comments, speculation, etc. Inquiries for clarifications and information that will not require addenda may be submitted verbally to the named above at any time. 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 shall recommend to Tootsie Roll Industries any discrepancies, errors, or omissions that may exist within this RFP. With respect to this RFP, vendors shall recommend to Tootsie Roll Industries any enhancements, which might be in Tootsie Roll Industries best interests. These must be submitted in writing and be received prior to 11/10/2012, 4:00 PM, UTC-06:00. Inquiries about technical interpretations must be submitted in writing and be received prior to 11/10/2012, 4:00 PM, UTC-06:00. Inquiries for clarifications/information that will not require addenda may be submitted verbally 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.

3.3.3

3.3.4

Addenda: Tootsie Roll Industries will make a good-faith effort to provide a written response to each question or request for clarification that requires addenda within 4 business days. All questions, answers, and addenda will be shared with all recipients.
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Tootsie Roll Industries will not respond to any questions or requests for clarification that require addenda, if received by Tootsie Roll Industries after 11/10/2012, 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 Department Tootsie Roll Industries, LLC 7401 South Cicero Avenue Chicago, IL 60629.

on or prior to 11/17/2012, 12:00 Noon, UTC-06:00. Tootsie Roll Industries shall not accept proposals received by fax. Vendors are to submit five original copy of proposal marked Original and five, marked Copy. Each original and copy must be individually bound. Please provide one electronic copy 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 suppliers that have the interest, capability, and financial strength to supply Tootsie Roll Industries with CRM 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, implementation process, 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 as ancillary I.T costs to implement the new CRM system 3. Implementation Services: Proposed team that is experienced with the product, the industry, similarly-sized and operated organizations, history of on-time, on-budget implementations, and responsiveness to client requirements.
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5. Cost: Necessary hardware components needed for full implementation and utilization including peripherals for Human Resources applications, software applications, implementation consultation, data conversion, customization, support, training, other costs, annual maintenance and expected upgrade costs as newer versions become available. 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 for this 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 the negotiation phase will not be notified

4 Scope of Work, Specifications & Requirements


The successful vendor should provide a centralized CRM System, complete in all respects, to Tootsie Rolls Industries. The CRM system should provide capabilities at customer service counters and back office field service management locations. It should also provide a customerfacing web and Smartphone-based interface. The system should be configured to meet Tootsie Roll Industries business requirements. The solution 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 use and maintenance of the system, as well as ongoing technical and service support. All software is subject to final acceptance testing by Tootsie Roll Industries. The vendor must also offer custom programming services (if needed). Tootsie Roll industry intends to initially contract for 5 years of maintenance, with the option to renew the maintenance for up to 10 years.

The In depth Functional Requirements and Technical Specification for the CRM system is 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 Notes automatic 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. rd Integration with 3 -Party Applications provides interface or API to integrate other rd 3 -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 Avenue Chicago, IL 60629. The purchaser can, at its convenience, terminate the implementation contract with 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 for Tootsie Rolls industires project as described in this RFP. Costs should be identified as either capital or non-capital in nature. The vendor must agree to keep these prices valid for 220 days as of 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 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 is required 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 of software (including operating systems) that is required to optimally run the software. Installation: Describe any labor, equipment, supplies, or other costs associated with installing your proposed software. Integration: Describe any labor, equipment, supplies, or other costs associated with integrating [Insert Proposed Solution] into our current architecture and back-end systems. Legacy Data Loading: Describe any labor, equipment, or other costs associated with importing legacy data from current systems into the new system.
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Total

Year 1

Year 2

Year 3

Year 4

Year 5

7 Additional Terms & Conditions


7.1 Personal Information 7.1.1 General Depending on the circumstances, Tootsie Rolls Industries may require information related to the qualifications and experience of persons who are proposed or available to provide services. This may include, but is not limited to, resumes, documentation of accreditation, and/or letters of reference. The Respondent should not submit as part of its Response any information related to the qualifications, experience of persons who are proposed or available to provide services unless specifically requested. Unless specifically requested, any such information, whether in the form of resumes or other documentation, 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 Illinois legislation that is requested from each Respondent by Tootsie Roll Industries shall only be used to consider the qualified individuals to undertake the project/services and to confirm that the work performed is consistent with these qualifications. It is the responsibility of each Respondent to obtain the consent of such individuals prior to providing the information to Tootsie Roll Industries. Tootsie Roll Industries will consider that the appropriate consents have been obtained for the disclosure to and use by Tootsie Roll Industries of the requested information for the purposes described. 7.2 Non-Disclosure Agreement Tootsie Roll Industries reserves the right to require any Respondent to enter into a nondisclosure agreement. 7.3 Costs The RFP does not obligate Tootsie Roll Industries to pay for any costs, of any kind whatsoever, which may be incurred by a Respondent or any third parties, in connection with the Response. All Responses and supporting documentation shall become the property of Tootsie Roll Industries, subject to claims of confidentiality in respect of the Response and supporting 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 be returned. 7.6 Governing Law This RFP and the Respondents Response shall be governed by the laws of State 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 this RFP; or As a result of the use of any information, error, or omission contained in this RFP document 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 th is RFP and all accompanying calendar schedules and provisions contained herein. The vendor must ensure that the following certificate is duly completed and correctly executed by an authorized officer of your company. This proposal is submitted in response to RFP ID: 1234 issued by Tootsie Roll Industries. The undersigned 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 an award. Exceptions are to be noted as stated in the RFP. The proposal shall remain in effect for a period 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. The undersigned 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: Signature: Name: Signature: Signature of Authorized Officer: Name: Signature: Title: Date: Title: Date: Title: Date:

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