Cartus CRM RFP Template Latest 2

Request for Proposal

Cartus Request For Proposal CRM Solution

Request for Proposal

Customer Relationship Management (CRM)

April 2013

Contents1.0 Introduction41.1 Confidentiality and Legal Statements41.2 Guidelines42.0 Current Configuration52.1 Vision73.0 Functionality Requirements for CRM:93.1 Account Structure and Hierarchies93.2 Workflow103.3 Multimedia Workflow123.4 Graphical User Interface (GUI)123.5 Surveys133.6 Reporting133.7 Portals143.8 Technical Integration143.9 Data Migration153.10 Deployment Services153.11 Administration153.12 Security153.13 Cloud Delivery164.0 Pricing165.0 Implementation Partner176.0 Provider Proposal Format176.1 Delivery of Proposals176.2 Cost of Proposal186.3 Selection Process186.4 Multiple Proposals186.5 Errors in Proposals186.6 Rejection of Proposal186.7 Cartus Questions188.0 Evaluation Process198.1 On-Site Presentations19

Agreement and Bidders Obligation

The terms of this Request for Proposal (RFP), and all other information provided in connection with this document (whether orally or in writing), is the confidential and proprietary property of Cartus Corporation (Cartus), and is to be treated by your company as such. Such materials are to be used solely for the purpose of responding to this RFP. You shall not disclose or grant access to such information and property to any third parties except upon prior written consent of Cartus and upon the written agreement of the third party recipient to treat the same as confidential. We may request at any time that any of our materials be returned or destroyed.

This RFP is intended to provide prospective bidders with information relative to the total performance of any resulting contract. It is the bidders obligation to read and understand all parts of this invitation for bid and to seek clarification of any part not thoroughly understood before submitting its bid.

It is understood and agreed that the submission of RFP does not imply acceptance or commitment by Cartus or any of its affiliates. Further, Cartus reserves the right to reject any or all proposals, or to accept any proposal which is in the best interest of Cartus. Your election to review the information contained in and related to this RFP signifies your agreement to accept and comply with these confidentiality provisions, the terms and conditions of this RFP, and proposal process milestones in Section 6.0. Your signature below acknowledges your understanding and compliance with the foregoing.

Corporation Name: ___Microsoft____________________________Signature: _______________________________Name (Printed): _____Matthew Coleman__________________________Title: _____Sales Executive__________________________Date: ______4/28/14_________________________

1.0 IntroductionCartus is the industry leader in global mobility and workforce development support to organizations worldwide. Our global client base includes corporate, government, and affinity membership organizations of all sizes. Our broad base of services supports both managers and transferring employees with cost-effective, customized services. This RFP is only applicable to our affinity business segment.

With more than 2,900 Cartus employees based in strategic service centers worldwide, our clients trust us to assist their transferees, expatriate assignees, and members each year across the 165 countries in which we provide services. We bring to the table more than half a century of demonstrated solutions in consulting, intercultural training, outsourcing, and mobility management. In January 2010, Cartus acquired Primacy Relocation, and together, we assist more than 153,000 employees annually.

Headquartered in Danbury, CT, Cartus is part of Realogy Corporation, the world's leading real estate franchisor with a diversified business model that includes real estate brokerage, relocation, and title services.

1.1 Confidentiality and Legal StatementsAll information contained within this RFP is confidential and for the sole purpose of the bid. Please be aware that any response you give to this RFP may be appended to a service agreement; and therefore, RFP responses are binding.The response to this RFP will be required to be signed by officers of your company stating that all statements made within the RFP are official and binding representations.

Information you submit will be used to compare to other responses. Then, selected providers will be chosen to create Cartus-wide agreements.

1.2 GuidelinesConfidentiality ProvisionIn order for Cartus to consider your proposal, an authorized representative of your company must have signed and mailed the Confidentiality Agreement and Bidders Obligation (provided by Cartus) to the attention of Gail Ward. Receipt of the Confidentiality Agreement and Bidders Obligation indicates your intent to bid on the service needs of Cartus. Your election not to bid and/or your failure to sign the Confidentiality Agreement and Bidders Obligation shall in no event relieve you of your obligations as set forth in the Confidentiality and Bidders Obligations Agreement.

Should your company decide against responding to this RFP, and/or signing the Confidentiality Agreement, electronic copies of RFP materials must be destroyed by the prospective bidder and all other RFP materials and any duplicates must be returned to Gail Ward at:

Cartus Corporation40 Apple Ridge RdDanbury, CT 06810

AcknowledgementPlease respond as soon as possible by email to Gail Ward at [email protected] with confirmation of your intent to participate in this RFP or not to participate. All responses to the RFP should be sent to Gail Ward. Responses should be submitted no later than 5/30/14. Any responses submitted later than that date may not be considered.

A duly authorized officer of the Respondents firm must sign the proposal. No other distribution of the proposal is to be made by the Respondent.

Cartus reserves the right to reject any or all proposals, to select the Respondents of its choice, and to modify the proposed contract through mutual agreement prior to execution. By sending out this RFP, Cartus is not committing to any course of action and may choose to use any number of the providers chosen to participate in this RFP.2.0 Current ConfigurationCartus is currently using homegrown software to manage the Affinity business segment. The main application being used is the Home Event Management (HEM) system which is a client/server application built in Powerbuilder 11.0 with a SQL Server 2008 back-end. Our brokers retrieve information entered in the HEM system and update transactions through a web front end called Broker Center.

The Affinity group is located in the Cartus Irving, TX office. It is split into two distinct teams. The Mega client team supports our largest Affinity client which provided Cartus with over 140,000 leads in 2013. The HES (Home Event Services) team supports our other Affinity clients (approximately 20) which together provided Cartus with almost 32,000 leads in 2013. Both segments are growing annually but the HES team is growing at a more rapid rate. Between the two teams, there are over 200 RECs (Real Estate Consultants) providing services to the members.

Current Infrastructure:

BCHEMUIHEMDBBrokersBroker Svs. Affinity ConsultantsHEMReplicationCorp. (Relo)ConsultantsAtlasHEMUIHomeSaleOracleHEMReportingEDWCognos

Legend: HEM Custom CRM written by Cartus, 2 tiered client/server technology, used to manage real estate leads for both Affinity and Relocation BC Broker Center - web interface used by real estate brokers, reads HEM DB ATLAS Web portal for Cartus employees and vendors to manage and maintain relocation transactions and data HomeSale MicroFocus application used to manage home sale process for Relocation EDW Enterprise Data Warehouse built source data for Cognos platform Oracle Oracle Financials ERP used for financial processing (billing, AP, AR, GL) Cognos Reporting platform for Cartus

There are several web services in place to receive leads or send data from external partners/clients: Aff SegmentDirectionPurpose

Mega ClientIncomingDelivers leads from the Mega client to Cartus to HEM.

Mega Client OutgoingDelivers updates to the Mega client to provide status and contact information to the member via the Mega clients website.

Mega ClientIncoming/OutgoingDelivers leads to an external partner who provides lead chasing support to Cartus. A second web service delivers status from that partner back to HEM.

HESIncomingDelivers leads from individual websites set up by Cartus to HEM.

HESIncomingDelivers MLS leads from individual websites set up by Cartus to HEM.

HESIncomingDelivers leads for a particular client from a link on the client website to HEM.

HESIncoming Delivers MLS leads for a particular client from a link on the client website to HEM.

HES Incoming/OutgoingDelivers leads to an external partner who provides lead chasing support to Cartus. A second web service delivers status from that partner back to HEM. (This interface is in progress and will be in place as of 2Q2014.)

Issues are: Difficult to change wording on documents (ex. Welcome Letter is hard coded), change codes, etc. Every change, no matter how small, requires a HEM build/push. Inability to tweak workflow, tasking, documents, communication, and screen/field changes without a build. Cant differentiate workflow by client for High Touch and Low Touch1. Takes 3 weeks for training seasonal temps (approximately 50 users). Would like scripting, prompts online that provide on-the-job training that allows new hires to take calls earlier. 1. No email integration1. Tasking is manual, no automatic prioritization or work to be done1. Manual assignment of leads 1. No tools to prompt RECs on appropriate wording, prompts, etc for the members client. HES RECs work on multiple clients simultaneously and they can make mistakes when switching from one client to another2.1 VisionCartus believes that a third party CRM package would provide the Affinity group with the flexibility they need to address the above issues. Because a CRM package would need to be integrated into the existing Cartus application infrastructure, the project to implement a CRM would need to be broken down into 4 phases. Responses to this RFP would only need to address phases 1 and 2.

Phase 1: Implement the CRM software and set up/configure for use by mega client team Migrate active leads and 2 years of closed leads to CRM for mega client Integrate CRM with Cartus phone system and Avaya Interaction Center Build interface to Cartus HEM Reporting System so each CRM transaction can be recorded in a centralized reporting system Build interface to Broker Center so that Brokers continue to receive leads from Cartus and are able to respond and update leads coming from CRM or HEM Systems Build interface to CRM to allow selecting Brokers based on territory assignments Build interfaces to partner sites to receive and send leads and status updates on leads being passed between partners (for mega client) Develop reporting needs out of CRM to support mega client

Phase 2: Set up/configure CRM to support HES client team Migrate active leads and 2 years of closed leads to CRM for HES clients Build interfaces to partner sites to receive and send leads and status updates on leads being passed between partners (for HES clients) Develop reporting needs out of CRM for HES clients

Phase 2a: Develop financial module for securely processing financial transactions from HEM and CRM to Oracle Financials. Build mechanism for clients to review and approve payouts to members Build mechanism to manage receiveables and receipt of payments from Brokers and record securely and accurately in Oracle Financials Build mechanism for maintaining and managing business rules around splits, payouts and revenue due to Cartus

Phase 3: Build a new Broker Center website application (Responsive) with modern features and functionality Modify interfaces from new Broker Center to CRM and HEM to support needs of new Broker Center Build functionality to push leads to Brokers rfom CRM

Phase 4: Build HEM Broker Maintenance functionality into ATLAS screens Build HEM Broker to Broker functionality into ATLAS screens Build HEM Territory Maintenance functionality into ATLAS screens Build HEM Case Management functionality into ATLAS screens for Relo Build HEM Employee & Client Maintenance into ATLAS screens Build HEM Temp Living functionality into ATLAS screens Build Homesale referral screen functionality into ATLAS screens Migrate reporting from HEM Reporting

Who uses what in new system?Data MigrationInterfaces back and forth to other systemsWhat gets shut downImplementation Team

Phase 1Mega client team in Irving, TX uses CRM

Broker Services uses CRM

Finance Team uses CRM

Mega client contacts use CRM

In-process and 2 years of closed cases for mega client migrated from HEM into CRM DB HEM Reporting Broker Center External Partners Avaya Interaction Center

Mega client no longer runs through HEMVendor and Cartus IT

Phase 2HES client team in Irving, TX uses CRM

Broker Services uses CRM

Finance Team uses CRMIn-process and 2 years of closed cases for HES clients migrated from HEM into CRM DB HEM Reporting Broker Center External Partners Avaya Interaction Center

Affinity business no longer runs through HEMVendor and Cartus IT

Phase 2aFinance Team

None Oracle Financials CRM Legacy HEMMS Access DBs Cartus IT

Phase 3Broker contacts

Broker Services

None legacy HEM CRM

Old Broker CenterCartus IT

Phase 4Broker Services

Relocation Services

Finance TeamRelocation data migrated from HEM into ATLAS HomeSale Broker CenterHEMCartus IT

3.0 Functionality Requirements for CRM:3.1 Account Structure and HierarchiesCartus Affinity business has several key constituents. Clients: Contract with Cartus to provide Affinity real estate services to end customers or members. Customers: Have direct contact with Cartus consuming real estate services for both home buying and home selling. Mortgage Brokers: Play a key role in closing the real estate transaction and generating client revenue. Real Estate brokers and agents: Communicate with Cartus and end customers during the course of the real estate transactions. Cartus plays a key role in managing the transactions in support of its clients Affinity programs. The CRM system should possess unique capabilities to track information for each of these constituents and support configurable workflow tailored to each clients needs. Additionally, this account structure and hierarchy will facilitate many of the reporting requirements that the CRM will need to provide.Requirements1. Explain how your solution supports collection of key data in a hierarchical fashion that would fit the needs of multiple constituent groups as described above.2. The solution should have the capability to drive workflow and scripting based on attributes in the client, account, opportunity and/or broker/agent profiles. Please describe how your solution drives smart workflow in this manner. Examples may include the following. Describe how your solution addresses these scenarios:2.1. Various client programs have differing benefits. RECs must ensure that the programs are communicated accurately over the phone and that the appropriate written communication supports the program specifications.2.2. Ensure communication via approved roster by client or broker.2.3. Drive contact cadence based on client attributes.3. Cartus has a need to maintain rosters of approved constituents such as mortgage brokers, real estate brokers and real estate agents. Some of these constituents require background checks or executed agreements in order to assign opportunities. How would your solution handle such rosters, certifications, and documentation? Describe how follow up items can be triggered based on attributes contained in the rosters/profiles such as an expiring background check.3.2 WorkflowCartus has developed a successful contact strategy. The CRM solution should be flexible to support these strategies with the ability to configure differing business rules by client. These changes should be intuitive enough to allow non-technical staff to make ad hoc changes. Cartus communication relies on a combination of telephone, fax and email, both inbound and outbound. Requirements1. Describe your solutions ability to support context sensitive scripting. Context sensitive scripting should support field level scripting as well as any client or program level specifications.1.1. Describe the administration process for adding and changing scripting.2. Workflow engine must support rules based and ad-hoc based routing to queues.3. The ability to "clone" customers or opportunities and establish parent/child relationship between related customers and/or opportunities.4. Email templates are widely used today and must be uniquely branded to clients needs. Describe how your solution supports the use of email templates4.1. Template creation, modification, deletion4.2. Template library4.3. Template selection process and customization at the REC level4.4. Ability to attach sent template to an opportunity4.5. Automatically populate customer information into template4.6. Email templates to customer directly from CRM application and notate the opportunity5. Describe how your solution automates workflow based on a pre-determined contact cadence.6. Describe your solutions capability to automatically prioritize work items7. Describe your solutions capability to automatically trigger work item creation based upon data entered or updated to an account, customer or opportunity.8. Can your solution specify the preferred contact media such as voice call or email and trigger either a click to dial screen or email template? Please describe.9. Generate work items based on opportunity status? Please describe.10. Describe your solutions capability to create automatic notes for an opportunity. What drives the automation? What information can be created automatically? Can the note context be linked to the work item type? Does your solution support the ability to classify notes into types?11. Once notes are created, can changes be limited to certain roles, disallowed after a specific time passes or disallowed completely? Please describe.12. Are work item templates supported for common tasks? Please describe.13. Can documents be attached to work items and/or opportunities or accounts. Please describe.14. Cartus has a unique requirement to escalate issues to mortgage brokers to alert them to customers preferences regarding mortgages. The RECs require the ability to launch a save the deal process which includes gathering additional data and sending to the appropriate mortgage broker for follow up. Reporting is required detailing REC, client and mortgage broker for each save the deal request. Please describe how your solution would support this type of workflow.15. Can your solution link to external content such as Google Maps targeting an address or region based on a field(s) in the opportunity. Please describe.16. Describe your solutions workflow escalation processes16.1. Automatically approve a work item based on comparing data in selected fields.16.2. Generate final contact work item upon approval.16.3. Manually escalate a work item.16.4. Automatically escalate a work items based on opportunity attributes.16.5. Communicate work item approval status16.6. Track approvals17. Describe how a user creates and assigns manual work items. What types of controls are in place to limit or direct a user as to whom he/she can make a work item assignment?18. Describe how your solution handles real time work assignment. Does it support assignment based on employee schedules, workload and time zone?19. Does your service include functionality that prompts agents to cross-sell and up-sell? 20. Describe how opportunities can be reassigned from a team or individuals queue to additional available resources.21. Describe how your solution handles completion of required fields.22. How does your solution support reporting of incomplete fields or generates a work item to remind a REC to retrieve information required prior to opportunity closure?3.3 Multimedia WorkflowCartus has a need to communicate with its constituents using a variety of media: phone, fax, email currently. Email is frequently used as a follow up to phone calls and to share detailed data or forms not easily covered via phone. Future needs may include chat and text.Requirements1. Describe how your solution supports multimedia contact methods including voice, email, fax, chat, text and social media. How does your system interact with other routing systems such as automatic call distribution (ACD)?2. For voice contacts, describe in detail how your system integrates to Avaya Communication and Interaction Center used for advanced CTI routing.2.1. Is click to dial supported from any phone number field? Describe this integration.2.2. Describe how notes or opportunity records are updated with inbound or outbound call data.2.3. Describe how screen pop is supported?3. Describe your integrated soft phone, if available.4. Describe how your solution supports to following for email contacts4.1. Spelling and grammar checks4.2. Ad hoc email campaigns or auto emails sent in real time4.3. Auto emails triggered upon completion of event or event plus defined # of days4.4. Set auto email cadence or opt out of auto emails based on client requirements.4.5. One click email access for key constituents such as mortgage rep, broker, agent, customer4.6. Automatically route inbound emails to appropriate REC or team based on email attributes. 4.7. One-click access to email contents of notes to approved roster of addressees.4.8. Send automatic email notification to designated recipient upon completion of opportunity status change.4.9. How does your solution handle bounced email?3.4 Graphical User Interface (GUI)Cartus requires an intuitive GUI, which can be configured easily to support the unique needs of multiple clients with differing workflow and program specifications. Requirements1. Describe how users create screen layout and how the screen layout can be tied to a client master profile to ensure compliance with contracts and programs. Describe the skills needed by a user who typically makes these changes. What is the typical length of time to create a screen layout? Describe best practices for change management.2. Describe how your solution supports multiple languages.3. Describe how your solution handles multiple open opportunities or windows, limitations and mitigations for lost data.4. How does your system handle enforcing the input of mandatory data?5. Describe your presentation of all new and updated CRM data like new contacts and work items. Items should be organized to priority of work items based on business-defined attributes. User should be able to click on the number of items to drill down and start working on the new or updated items.3.5 SurveysCartus is committed to customer satisfaction and relies on its formal customer survey processes to ensure that service is meeting or exceeding expectations. Cartus requires a new CRM solution to integrate to their current survey process.Requirements1. Describe how your solution supports the following work flow related to surveys1.1. Receive survey data electronically1.2. Automatically attach surveys or survey data to opportunities1.3. Aggregate survey data and post to individual and rollup dashboards automatically1.4. Automatically create work items for QA team for surveys that fall below a threshold.1.5. Manually retrigger to send survey1.6. Manually escalate a survey result or delegate follow up and monitor resolution2. Survey results are expected to be attached to the opportunity to provide the following reporting. Please describe how your solution meets these requirements.2.1. Roll up survey results by2.1.1. Mortgage Broker2.1.2. Client2.1.3. REC2.1.4. Team2.1.5. Brokers3. Describe how service issues can be tracked as well as progression toward resolution.4. Describe any Sarbanes Oxley (SOX) compliance checks or capabilities or provide use cases where your solution improved SOX compliance.3.6 ReportingDescribe your solutions capability to report on the followingRequirements1. Lead Reporting:1.1. Leads by client1.2. Lead type (e.g. branch, call center)1.3. First and second attempts1.4. # of calls or emails1.5. Returned forms via email2. Monitor timeliness of contacts compared to internal SLAs3. Dashboard reporting supporting both real time and historical updates with the ability to import data from third party systems. Dashboards should be customizable by role and provide roll-up and drill down capabilitiesExamples of data may include: 3.1. Compliance: contacts are made within acceptable SLAs3.2. Real Time Alerts: Alert management when work items are not responded to in a timely fashion, or when a premier customer opportunity is in process.3.3. Case load3.4. Quality scores3.5. Display new surveys and survey results3.6. Mortgage Referral %3.7. # Final sales3.8. Survey performance (overall and individual)3.9. Drill through to operational records: Capable of drilling to the underlying report and data from any dashboard component.4. Mortgage referral disposition codes rolled up by client5. Complete transaction history for notes, disposition codes and other changes to the account and/or opportunity6. Contact touch point history for inbound and outbound contacts of any media7. Change history for brokers/agents8. Change history for member/customer number9. Change history to REC assignment10. Build and change team hierarchies. Maintain team historical reporting.11. Track incomplete work items by employee12. Track time to complete in each persons queue as the work items change ownership13. Describe whether your solution has the capability to perform word spotting within a text or notes field and escalate a work item to a senior or manager for follow up. The goal is to review the notes for common language, which may indicate a likelihood of escalation.14. Drill-through to operational records - Ability to expand the aggregate numbers in a report to see all line items of data behind the numbers, and click through to the detailed records.15. Wizard-driven report builder: Allows for users with differing skill sets to easily build and customize their own reports. Also provides ability to step back through the wizard when creating a report.16. Ability for end users to schedule the execution time and automated delivery of their reports to other application users17. System should provide the ability to export reports as interactive objects, including the report data so that they can be used in presentation tools and documents and still maintain their formatting and animation capabilities.18. System should provide historical reports that show trends and allow comparisons between time periods.19. Provide a library or index of standard real time, historical and dashboard reports.3.7 Portals1. Establish personalized portals or pages for clients. Describe your portal solution and licensing methodology.3.8 Technical IntegrationCartus has several back office systems to which the CRM system must interface and share data.

1. Describe your systems capability to interface to legacy systems (e.g. HEM and Broker Center). 2. Describe how your system integrates with Avaya Interaction Center.3. Describe how your system integrates to workforce management and any specific vendors support.4. Describe how you would integrate your solution to Verint call recording so that appropriate users can have click through access to call recordings when they are available. Describe how opportunity and/or customer number can be integrated or tagged to a call recording.5. Describe how your system can integrate to the external partners described in Section 2.0 above. 3.9 Data Migration1. Data migration1.1. Describe best practices for data migration and any restrictions. 1.2. What are typical timelines for data migration? 1.3. Describe your methodology for addressing data migration from a legacy system.2. Describe the solutions capabilities and the general approach to importing data from external sources such as clients.3. Describe your process for designing efforts to de-duplicate records. Describe any unique features of your solution that aid in this process.3.10 Deployment Services1. Describe your deployment methodology.2. How does your delivery team approach a phased deployment?3. Describe your training programs and methodologies.3.11 Administration1. Describe the typical activities that are delegated to customer service vs. technology resources in IT2. Does your system support roles based access? Describe typical roles and access levels.3. Please describe best practices related to system administration. 4. Cartus requires the security team to provision security to users and the Help Desk to have the ability to reset user passwords. Describe how this can be achieved in your system.3.12 Security1. Complete the attached Cartus Security Questionnaire which covers these areas:Company ProfileInformation SecurityPhysical SecurityUser Control & Access ManagementNetwork Access ControlSystem Access & Use MonitoringData Loss PreventionSystems Development & MaintenanceCommunications & Operations ManagementHealth & SafetyDocumentation Request2. Describe your solutions ability to provide field level encryption for fields deemed to contain sensitive personally identifiable information (PII).3. Can certain notes on an account/customer and/or opportunity be made available to external users such as clients? Describe how this restriction would be invoked in your solution.4. Does the solution support multi-factor authentication?3.13 Cloud Delivery 1. Describe your business continuity plans to ensure maximum uptime.1.1. What availability SLAs does your organization commit to?2. Describe the scalability of your platform.3. Describe your support structure and availability 4. How can you ensure customers will have access to their data in the event of a disaster?5. How are upgrades handled? How do upgrades affect customizations?6. Explain your developer community. Solution must provide access to standards based developer community to share code, best practices and applications or applets.7. Describe your library or partner ecosystem library of pre-integrated partner applications or application components.4.0 PricingWho uses new CRM package?Number of additional CRM usersTotal number of CRM users

Phase 1Mega client team in Irving, TX

Broker Services

Finance Team

IT Team

Mega Client Contacts200 Affinity users

20 Broker Services users

10 Finance Team users

10 IT Team users

10 Client Contacts240 internal users

10 Client Contacts

Phase 2Groups listed above

HES client team in Irving, TX

HES Client Contacts

50 internal users

40 Client Contacts290 Internal Users

50 Client Contacts

Phase 2aGroups listed aboveNo additional users290 internal

50 Client Contacts

Phase 3Groups listed aboveNo additional users290 internal

50 Client Contacts

Phase 4Groups listed aboveNo additional users

290 internal

50 Client Contacts

4.1 Describe your pricing options and Provide detail on total cost for phases 1 and 2. 1. Include in your pricing options: type and level of support provided, sandboxes available, additional security features, volume discounts. Your pricing should include software licenses, maintenance and implementation.2. If there are options for concurrent licenses you should provide details about that options3. If there are options for read only licenses at a reduce cost you should provide details about that option4. Provide a fixed bid implementation by phase option and an alternative implementation pricing option include in both options the cost for travel to Irving, TX site at appropriate points in the project.5.0 Implementation Partner

1. Provide background information on your implementation partner (size of company, how long in existence, etc.)2. Describe your implementation strategy (Plan, Timeline and Process).3. Provide detail for a similar implementation project performed by your implementation partner.4. Provide references for your implementation partner.6.0 Provider Proposal Format

Provider must respond directly to the RFP format, all information should reference directly the appropriate section of the RFP. By virtue of the signed and returned Confidentiality Agreement and Bidders Obligation the Provider signifies its acceptance of all terms contained within this RFP, except for those that convey Cartus background, administrative or contact information. Provider must respond in detail to Sections 2.1 through 3.13, failure to do so will disqualify providers proposal from further consideration. Provider may add attachments and exhibits or even additional sections to their proposal.

6.1 Delivery of Proposals Specific requirements: All proposals must be submitted in electronic format using your choice of MS-Word, MS-PowerPoint or Adobe Acrobat. The proposal may be sent via e-mail or on CD media to the Cartus contact and by the date indicated in Section 6.0. As needed for exhibits and attachments, other MS Office tools may be used.6.2 Cost of Proposal This request does not, under any circumstances, commit Cartus to pay any costs incurred by any provider in the submission of a proposal, or in making any necessary studies or designees for the preparation thereof. The provider is responsible for all costs associated to a response to this RFP, including presentations. 6.3 Selection Process The following list outlines several of the top criteria from which a final selection will be made. These criteria are listed in no particular order of importance.

Dedicated account management Ability to provide a superior level of service set forth in this RFP for every aspect of Cartus needs Breadth of capabilities Financial proposal Quality of the RFP package Competitive industry pricing Financial strength/stability of organization Proven track record and capability to successfully complete the project6.4 Multiple Proposals Providers may submit more than one proposal in response to this RFP. However each proposal must be a separate, complete package which can be considered independently of other proposals from the same provider. 6.5 Errors in Proposals Providers are responsible for all errors or omissions in their proposals, and any such errors or omissions will not serve to diminish their obligation to Cartus. 6.6 Rejection of Proposal Cartus reserves the rights to select, negotiate with, and request further information from those providers it deems qualified for competitive negotiations and to terminate negotiations at any time without incurring any liability. Cartus will evaluate proposals based on price competitiveness and the Providers ability to meet business needs with quality service and product. Furthermore, Cartus reserves the right to reject any and all quotations submitted at any time in the negotiation process without incurring any liability and to waive immaterial defects and minor irregularities in proposals. 6.7 Cartus Questions A Cartus Corporation representative may request clarification on parts of any providers supplied proposal. The response to these questions should be mailed to the RFP Coordinator and then be considered part of the providers original proposal.

7.0 Preliminary Provider Selection Schedule

Milestone Completion Date

NDA Issued4/17/14

RFP Issued 4/22/14

Confidentiality Agreement and Bidders Obligation 4/29/14

Provider Q&A Cartus will make key resources available during this timeframe5/5/14 5/23/14

Provider Proposals Due 5/30/14

Provider Presentations at Cartus6/2/14 6/13/14

Provider Selection 6/20/14

Contract Executed 7/18/14

Implementation Kickoff 7/21/14

8.0 Evaluation Process

The evaluation process will be based on the responses to the requested information and follow the below flow and criteria:

Assessment of Technical product/service proposals; management, including Providers qualifications and financial information. Cartus may arrange and conduct a Q&A session with any/all providers Provider proposals will be accepted by Cartus up until close of business on 5/30/14. Cartus will check all proposals for completeness and compliance with the terms and conditions of the request. Recommendations will be presented to executive management of Cartus. Companies will be notified as to their status in the bidding process as soon as possible after the deadline of RFP submission. Cartus may request additional information for the final decision8.1 On-Site Presentations Each provider may be given the opportunity to present their qualifications and capabilities to the senior management team and appropriate representatives within Cartus. The sessions will be scheduled to last no more than two (2) hours and will be hosted at Cartus corporate headquarters in Danbury, CT. The specific details of the presentation, including scenarios/questions which the provider will be asked to address, will be defined and distributed at least one week prior to the meeting.

4