CRM-System für die Stiftung Naturschutz SH

The contract duration is initially two years, automatically extending by an additional year.

Key milestones and phases include:

• Phase 1 (Participation Applications): The deadline for submitting documents is September 14, 2026, at 11:00 AM via DTVP.
• Phase 2:
• Invitation to submit offers: September 18, 2026.
• Submission/Tender deadline: October 19, 2026, 11:00 AM.
• Bidder discussions: Calendar week 44, 2026.
• Binding/Award period for initial offers: November 18, 2026.
• Request for modified offer submission: October 30, 2026.
• Submission/Tender of modified offer: November 06, 2026.
• Binding/Award period for final offer: November 30, 2026.
• Go-live Milestone (Migration, Test, Training, Acceptance):
• Go-live by February 15, 2027.
• Go-live by February 28, 2027.
• Go-live by March 15, 2027.
• Go-live by March 30, 2027.
• Go-live by April 15, 2027.

The contract start date and an explicit fixed end date are not explicitly stated. The contract signing date is considered the start date if no other beginning date is specified. The contract can be terminated after the minimum contract period with six months' notice to the end of a calendar month.

The core scope of work for this tender is the provision, introduction, operation, and support of a cloud-based CRM system for the "Stiftung Naturschutz SH".

The Statement of Work and core deliverables include:

Initial Services:

• Project Management and Introduction: Encompassing planning, control, quality assurance, project documentation, and coordination up to system commissioning.
• System Setup and Configuration: Including the establishment of the CRM system, client, role, and rights models, basic settings, and fundamental workflows.
• Data Migration: Involving analysis, mapping, data cleansing, test migration, productive migration, and quality assurance of data.
• Integration:
• Microsoft 365 Integration: Connecting Outlook, Teams, and Office, including the historization of relevant communication events.
• Telephony Integration: Enabling Click-to-Call, call logging, and connecting the telephony system.
• REST/API Provision: Providing and documenting an interface with authentication, authorization, and access logging.
• Integration with defined read interfaces: For finance, donation, merchandise management, or accounting systems (e.g., SAGE).
• Bidirectional integration with the procurement management system: Allowing creation of new contacts in CRM and selection of existing contacts from CRM, with CRM as the leading system for data.
• Read-only or referencing integration: For lease, area, or contract administration systems.
• Read-only integration for fundraising systems (e.g., FundraisingBox) to map donation information and communication preferences.
• Newsletter System Integration: Via API interfaces (e.g., CleverReach) for contact and communication preference synchronization.
• Training: User and administration training for key users, administrators, and multipliers, including training materials.
• Documentation: System and operational documentation covering data model, interfaces, authorization concept, user manual, and administration manual.

Recurring Services:

• Licenses: For Full/Power Users, Admin/Technical users, and Light/View/Team Members, or an alternative Campus/Flat license model.
• Cloud Operation (SaaS/Cloudbetrieb): Including operation, data storage, standard provision, with data located within the European Union.
• Support and Maintenance: Encompassing technical hotline, 2nd-level support, updates, troubleshooting, and ticket documentation.
• Operation Services: Regular data backup, restore capabilities, monitoring, Service Level Agreements (SLA), and reporting.
• Data Export / Exit Readiness: Ensuring regular export capability, specifying export formats, and providing support at contract termination.

The CRM system must support core functions such as managing people and organizations, relationships/roles, communication history, tasks/reminders, search/filter, and multi-client data storage. It must also comply with DSGVO (General Data Protection Regulation), AVV (Agreement on Order Processing), and TOM (Technical and Organizational Measures).