RFP Center

RFP Center Solution

The RFP Center provides a central location for your Sales team to coordinate, manage, and respond to RFPs. With multiple areas to maximize efficiency and collaboration, the resource-intensive process of responding to RFPs becomes easier and ensures your RFP creators can craft responses that tell your story consistently and effectively.   

Solution Overview


Business challenges

  • Knowledge Management  

Owners and audiences

  • RFP Professionals (Owners)
  • Sales teams (Audience)

Business value

RFP Center is the central location for Sales teams to coordinate, manage, and respond to RFPs whether simple or complex. RFPs are resource-intensive endeavors that require a team of experts to support to completion. As such, it is important to validate whether or not the RFP is a good fit for your organization and have information readily available for your sales team needs to complete the submission quickly and effectively. 

The RFP Center contains multiple areas to maximize efficiency and collaboration including processes, storyboards, resource articles, and documents. Together, these elements provide the value proposition, products, services, and history that are needed to depict a full 360-degree view of your organization. This enables your RFP professionals to craft a consistent story to tell with each submission and provides your sales force with a single solution that has the content they need to complete each submission. 

Key features

  • Calendaring for critical RFP dates
  • RFP Request form or forum for RFP professional assistance
  • Wiki channels for Process and Storyboard chapters
  • Call to Action widgets
  • File folders for templates and working files

Screenshot

Solution – RFP Center – Home

Business Outcomes

Measuring success

The Request Center solves many business challenges, but the biggest impact is on knowledge management. Ensure your Request Center Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the collaboration challenges faced by companies when listening and reacting to your employees' ideas, views and challenges.

Key outcomes

Measuring against KPIs specific to the Request Center allows you to determine: 

  • What areas are generating the most requests? What is the reason for this high volume? Is there a lack of collateral or is it simply a high-traffic department (HR/IT)? 
  • What areas need improvement to better support our employees so they in turn can support our customers? 
  • What goals and objectives should our departments prioritize to better equip our employees?
  • Is our information architecture robust? Are employees requesting content that already exists and if so, how often? Should this content be better displayed, potentially via a Call to Action button?
  • What people-focused goals and objectives should we examine to ensure our SMEs are not over-utilized replying to requests?
  • What information-focused goals will improve the quality and quantity of self-service support materials available to the organization?
  • What process-focused goals will improve efficiencies around the organization?

Key goals and objectives 

Some key goals and objectives to keep in mind when determining KPIs for your Request Center include: 

  • Creating a centralized space for requests 
  • Increasing visibility of previous requests
  • Identifying improvements in resources and processes 
  • Improving employee experience and knowledge management 

Business processes

You should incorporate your Request Center Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.

  • Do SOPs need to be updated? (e.g. integrating with other feedback tools or forms, creating SLAs around responding to requests) 
  • Are there processes that need to change? (e.g. responding to request suggestions, steering committee for prioritizing requests, consolidating similar requests)

Key areas 

Some key areas to pay close attention to when measuring the success of your Request Center Solution include: 

  • Call to Action buttons per key departments
  • Discussion forum topics - to consolidate requests
  • Searchability
  • Labels
  • Channel templates for requests by department

Recommended KPIs

Below are some recommended KPIs for measuring the success of your Request Center Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success. 

  • X% increase in number of responses to requests
  • X% increase in the number of requests posted
  • X% decrease over time in the number of requests posted by department
  • X% reduction in the overall frustration of employees in access to business resources and process to request new collateral (via survey results) 
  • Minimum of X number of responses published in the Request Center on actioned request items in a given time
  • An average of X number of requests "resolved" each month via discussion forum

Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).

Solution Roadmap

Implement

The RFP Lab Solution comes with a pre-configured template. Our Consultants and Configuration Specialists use this template as the baseline for your implementation. The focus of the implementation is on design, configuration, content, and training.

These are the major implementation initiatives for the RFP Lab Solution:

  • Site architecture: Review the Solution architecture. 
  • Homepage: Surface the most important content and areas within the Solution on the homepage to provide an at-a-glance view and easy access to relevant content. 
  • Site map: Update the site map based on mutually agreed to modifications (e.g. moving, deleting, adding pages and/or applications).
  • Configuration: Update the Solution configuration settings.
  • Users & Groups: Add groups and users to the Solution. 
  • Content: Add RFP content and apply permissions.
  • Design: Apply the visual design to the Solution (e.g. global CSS changes, header, footer, banners, icons).
  • Testing: Do a quality assurance sweep of the Solution (e.g. broken links, navigation, permissions).
  • Training: Train key stakeholders on the solution (e.g. Sales department and RFP professionals). 
  • Integration: Surface documents within the solution (e.g. SharePoint, Box, Dropbox).  

Drive engagement and adoption

Once your RFP Lab is ready to launch, it's time to think about how you'll draw attention to this new Solution, engage users to leverage the RFP Lab, and evolve the Solution as your digital workplace grows to meet the changing needs of your organization. Use the tactics below to plan for a successful launch, continuously engage users, and expand your RFP Lab in the future. 

Launch

  • Populate content: Populate your Process and Storyboard areas with existing content that your organization already utilizes.
  • Introduce your experts: Showcase the RFP experts that your Sales team can call upon for assistance
  • Maintain a single source of truth: Migrate all RFP-related information into the RFP lab
  • Link to it: Use a homepage link or CTA within your Sales Team Room to link to your RFP Lab so employees have it readily available.

Engage 

  • Drive change: As you're introducing your RFP Lab, ensure your RFP professionals are directing employees to the new solution for information, questions, and requests to increase adoption of the solution.
  • Incorporate it into the onboarding experience: Include the RFP Lab in your Sales team’s departmental onboarding, to ensure new hires are properly educated.
  • Let users know the impact of their feedback: Highlight implemented feedback and the related rationale, along with the positive impact that results from it.

Govern 

This Solution should be managed by the RFP team and led by the CRO at the strategic level. 

  • Align with your brand: Align the Solution with your corporate branding guidelines. 
  • Keep content/assets up-to-date:  Perform quarterly reviews of the content in the RFP Lab, to ensure that it is always aligned organization’s messaging and positioning as it evolves. 
  • Communicate updates: Make sure you communicate updates to the RFP Lab to employees whenever changes happen (e.g. use the Newsroom to push out your communication). 

Evolve

  • Integrate with third-party tools: Integrate with third-party tools to dynamically display information and data of interest to board members such as Salesforce.
  • Leverage feedback: Review and incorporate feedback from frequent users of the Solution to include updates and changes that have an impact. 
  • Reassess metrics: Review objectives and KPIs to refine them and continue to mature and maximize the business value of the Solution.

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