REQUEST FOR PROPOSALS (RFP)

REQUEST FOR PROPOSALS (RFP)

Acquisition, Implementation, Training, and Maintenance of a Customer Relationship Management Solution for Rwanda Finance Ltd (RFL). (LOCAL FIRMS ONLY)

Brief description of the Assignment: Rwanda Finance seeks the services of a CRM solution vendor/firm to provide comprehensive technical support under a framework contract for the selection, acquisition, customisation, implementation, ongoing adjustment and enhancement, and ongoing maintenance of a suitable CRM system. This consultancy/assignment is supported and funded by the Luxembourg Cooperation, as part of the Project RWA/024 in support to the Development of the Kigali International Finance Center, KIFC.

Type: Open Competitive Bid

Place of Assignment: Kigali, Rwanda

Duration of Assignment: 12 months (Renewable)

Deadline for Applications: 17 April 2025

Applications to be submitted to:

Contact number:

I. Background/Context

Rwanda aims to become a knowledge-based and a high-income economy by 2050. To reach these goals, the country’s leadership has identified several pathways, including creating and positioning Rwanda as a financial services and business hub in the region – an initiative termed “Kigali International Finance Centre” (KIFC).

To foster and promote a conducive probusiness financial environment in Rwanda, Rwanda Finance Limited was created in 2020 as an investment promotion agency, to advocate for the highest regulatory standards, industry best practices, and the most attractive products and services to suit the needs of global investors and financial institutions. Rwanda aims primarily to serve as a fund domicile and jurisdiction where local, regional, and international investors can consolidate their investments/assets.

About the Kigali International Financial Centre (KIFC)

KIFC is a national flagship initiative to transform Rwanda into a financial services and business hub. It includes Rwanda's financial ecosystem and investors looking to set up in Rwanda to invest across the African continent.

About Rwanda Finance Limited (RFL)

The Government of Rwanda established RFL as the lead agency to advance the competitiveness of the financial industry in Rwanda and facilitate increased investment and trade in the country. Over the past four years, RFL has worked with key stakeholders and partners to develop and promote KIFC through facilitating investment promotion, policy and regulatory reform advocacy, and sector upskilling.

To position itself as a more appealing international financial hub for investors, RFL must effectively manage its interactions with current and prospective investors using a robust Customer Relationship Management (CRM) system.

Our Impact

Foster high quality job creation through workforce upskilling and investment attraction

Increase FDI flows to Rwanda through investment attraction to grow liquidity and access to capital

Increase national resource mobilization through widening Rwanda’s tax base

Widen and diversity Rwanda’s financial sector product/service offering through niche positioning to advance and boost financial sector growth

About Project RWA/024

The RWA/024 project is a 5Year Project the Government of Rwanda has signed with the Grand Duchy of Luxembourg to support the development of the Kigali International Finance Centre. This project is set to contribute to Rwanda’s ambition to establish and position the country as an international financial service centre through attracting the necessary domestic and international investments. This assignment forms a critical component of the RWA/024 project support that will further accelerate development and promotion of Rwanda’s financial centre.

II. Purpose of the Consultancy

RFL is seeking an easy to use and adopt Customer Relationship Management (CRM) system that enhances engagement and relationships with current and potential investors. The cloud-based CRM system is intended to help RFL ensure that current investors are satisfied with their choice of jurisdiction and to increase the conversation ratio of potential investors to choose KIFC as domiciliation.

RFL is seeking the services of a CRM solution vendor/firm to provide comprehensive technical support under a framework contract for the selection, acquisition, customisation/setup, implementation, ongoing adjustment and enhancement, and ongoing maintenance of a suitable CRM system. To ensure effective adaptation of the CRM system and achievement of ultimate objective of the CRM, functionality should be implemented and adapted over time.

RFL intends to establish a framework contract with the selected CRM vendor for 12 months (renewable). This framework contract will allow for the phased implementation of CRM functionalities and ongoing support services, ensuring continuous improvement and adaptation of the system over time. Additionally, the framework contract may be revised to reflect changing activities and requirements.

III. Scope of Work

RFL hereby requests proposals from qualified CRM software vendors to provide comprehensive technical support for the selection, acquisition, customization, implementation, adjustment, and ongoing maintenance of a suitable CRM system under a framework contract. The scope of services will include the following:

Needs Assessment and System Selection

Analysis of RFL CRM needs and system requirements - functional (what the system should do), non-functional (system performance and usability), and technical (system compatibility, automatic updates and maintenance, and integration).

Evaluation and selection of an optimal CRM system that meets the end goal of RFL.

Customization and Implementation (this support will be repeated over time)

3. Customization/setup of off the shelf functionality of the CRM system to align with RFL needs and objectives.

4. Acquire the CRM license for 8 RFL staff members.

5. Integration with existing systems, especially email.

6. Comprehensive user training and ongoing support to ensure effective utilization of the CRM system.

7. Rigorous testing and quality assurance to ensure the CRM system’s reliability and performance.

8. Deployment and implementation of the CRM system, especially data migration and user onboarding with intensive support during the go-live phase to address any issues that may arise.

9. Analysis of adaptation and achievement of results of the CRM system.

10. Identification and implementation of additional functionality or changes to existing functionality over time to ensure effective adaptation.

Ongoing Maintenance and Support

11. Provide ongoing technical support and, if necessary, maintenance for the CRM system.

12. Implement periodic system adjustments and updates to ensure optimal performance.

13. Monitor system performance and provide quarterly reports, including on usage.

Best Practices for Relationship Building

14. Advise on the best practices for utilizing the CRM to increase the conversion ratio of potential investors to choose KIFC as domiciliation and ensure existing investors are satisfied with their choice of jurisdiction.

IV. Deliverables/Outputs

Based on the scope of work, the CRM vendor will deliver the following to RFL:

Inception report and detailed work plan.

Comprehensive CRM system evaluation and selection report.

Customised CRM system configuration and alignment with RFL requirements (this may be the setup of off-the shelf functionality of the CRM system).

CRM licenses for 8 RFL staff members.

Seamless data migration and integration with existing systems.

Rigorous CRM system testing and quality assurance to ensure reliability and performance.

Successful CRM system deployment and onboarding post-implementation support.

Comprehensive user training program and ongoing utilisation support.

Technical support and if necessary, maintenance services.

Ongoing performance monitoring, analysis and reporting.

System adjustments and adding of additional functionality.

Best practices advisory with actionable recommendations and support to implement the recommendations.

The scope of work may be reduced during the renewal of the contract, both through removing some of the activities and reducing the scope of an activity. Additional licenses may be added at contract renewal or the amendment of the existing contract.

For more information, please, click on the link 8f04a8ee-fd73-4fea-ad06-1fc38ddeb9f6_RFP_RFL_Customer_Relationship_Management__CRM__System_.pdf