CRM System for Maine State Museum

Background
The State of Maine, through the Maine State Museum, is seeking information regarding a cost-effective and functional Customer Relationship Management (CRM) system. The goal is to efficiently and securely collect admissions fees, gather visitor data, provide point-of-sale functions for the reopened Museum Store, and schedule visits, tours, and programs for the museum and two off-site locations.

The museum anticipates a visitor use of approximately 70,000 people annually across all locations. This RFI serves as a market research tool to understand available systems that can meet these needs while complying with state government IT requirements.

Work Details
The CRM system must include:
- A Software as a Service (SaaS) solution or cloud-hosted system with daily backups and open architecture.
- Security features such as unique logins for each staff member, multi-factor authentication, single sign-on compatibility, and user access control.
- Integration capabilities with the museum’s website for online transactions and with the state’s payment processor.
- User-friendly design allowing access from any location with web-based interfaces.
- Robust reporting tools for attendance tracking, ticket sales analysis, and customer transaction history.
- Support for various ticket types including general admission, group tickets, event registrations, and memberships.
- Functionality for refunds and auditing of transactions.
- Ability to manage group bookings for educational programs and community groups.

Period of Performance
The Maine State Museum plans to procure a CRM system as soon as possible with implementation and training expected to be completed by September 2026.

Place of Performance
The contract will be performed at the Maine State Museum located in Augusta, Maine, along with two off-site locations: the Maine State House and the Blaine House Governor’s Residence.

Bidder Requirements
Respondents must have experience providing CRM systems within state government IT environments. There are no specific set-aside certifications or local requirements mentioned in this RFI.