Hyphen8

Salesforce CRM Implementation & Support for Grants Management / Grantmaking

Hyphen8 is a UK based company with extensive experience in implementing powerful solutions on Salesforce. We provide a complete range of consulting, design, development, support and implementation services to deliver and support Salesforce solutions that return maximum value, meet user needs, and ensure maximum self-sufficiency.

Features

• Design & configuration of Salesforce solutions
• Salesforce Public Sector Solutions, Nonprofit Cloud, Sales and Service Cloud
• Consultancy support to design effective Grant Management solutions
• Design and implementation of Salesforce Experience Cloud portals
• Configuration of API and other integrations with Salesforce
• Supporting non-profits with fundraising design and implementation on Salesforce
• Ongoing support services to organisations using the Salesforce platform
• Configuring Salesforce for Impact, DEI & Outcomes Measurement and Reporting
• Supporting data migration from existing systems to Salesforce
• Design and implementation of marketing communication solutions on Salesforce

Benefits

• Improves process efficiency and maximises the value of Salesforce
• Enables organisations to be GDPR compliant
• Advises clients of the latest features in Salesforce releases
• Internal teams are upskilled to take ownership of Salesforce
• Increases knowledge of best practice in Grant Management Systems
• Frees up staff time to deliver better services
• Improves experiences for internal and external stakeholders

£870 to £1,200 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at team@hyphen8.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

126822845884818

Contact

Daniel Probert
02076085671
team@hyphen8.com

Planning

• Planning service: Yes
• How the planning service works: Our team has extensive experience in the non-profit and public sectors, and in the Salesforce platform. We tailor our services to the needs of our clients, ensuring that the needs of end-users (both internal and external) are reflected in our design. Helping organisations and teams to effectively plan is a key part of what we do. We ensure that we respect your budget, availability, skillset and deadlines.; ; The start of every project includes Service Design consultancy, helping organisations look at what they currently do and why, and what’s working and what isn’t. We work with them to design processes that will meet their needs and the needs of their users. Acting as a trusted partner and a critical friend, we bring best-practice insights from our work with 120+ non-profit clients including enterprise organisations like Wellcome.; ; Once processes are agreed, we provide design consultancy on Salesforce, designing each component of the solution. We consider privacy and security by design. We help clients to design solutions that use native Salesforce functionality, promoting a ‘clicks not code’ approach wherever possible. This ensures that solutions are easy for organisations to learn and maintain, and ensures future-proofing and self-sufficiency for future Salesforce releases.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Salesforce
  • Salesforce integrations with 3rd party applications
  • Salesforce API integrations
  • Salesforce Experience Cloud
  • Salesforce CRM Analytics / Tableau
  • Salesforce Marketing Cloud Account Engagement / Pardot
  • Salesforce Public Sector Solutions
  • Salesforce Nonprofit Cloud
  • Salesforce Sales Cloud
  • Salesforce Service Cloud

Training

• Training service provided: Yes
• How the training service works: We're passionate about making our customers self-sufficient, meaning you'll only relying on external partners where technical skills are not available. We recognise that work like this is as much a “people project” as it is a “technology project”. ; ; At the start of the project, we would work with you to design a knowledge-sharing and training programme that suits your culture, your budget and how involved you would like to be and can include:; ; • Short show and tells / videos of configured processes as they take shape; • Instructor-led training sessions with general Salesforce / role-specific content and advanced system admin sessions; • In-app guidance for users to be guided dynamically through processes relevant to the screens they are on, and their specific role.; • Short crib sheets to summarise main steps; • Curation of recommended Trailhead modules on the Salesforce free online learning portal (www.trailhead.com); ; If there are additional specific training requirements (e.g. users with visual impairments or other access needs), we can make further recommendations and tailor our training approach to match your specific needs.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Salesforce
  • Salesforce 3rd party apps from the AppExchange
  • Salesforce Public Sector Solutions
  • Salesforce Nonprofit Cloud
  • Salesforce Marketing Cloud Account Engagement / Pardot
  • Salesforce CRM Analytics / Tableau
  • Salesforce Experience Cloud
  • Salesforce Sales Cloud
  • Salesforce Service Cloud

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We regularly support clients with data migration to Salesforce from a wide variety of data sources. This might be from another Grant Management System or Fundraising solution, or from an organisation’s data warehouse or Excel spreadsheets. ; ; Our data migration offering is tailored to meet clients needs. For some clients, we provide only advisory support, particularly around the Salesforce interface and the options that exist for data migration. This includes giving guidance on how to export, prepare and upload data into a new Salesforce environment. ; ; For others, we take full responsibility for the migration process itself. During Discovery, we conduct a data migration landscape analysis, giving us a clear overview of all data to be migrated, including any file attachments.In deployment, we can advise and/or run data migration testing ahead of the full migration. ; ; We're also experienced in running phased migrations for agile projects, where users migrate from one system to the other over a period of time. This can add complexity around data migration and we've worked with many customers to migrate different functions and departments onto Salesforce as part of a phased programme of works.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Salesforce
  • Salesforce Public Sector Solutions
  • Salesforce Nonprofit Cloud
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Salesforce Data Loader
  • Dataloader.io
  • Salesforce DevOps
  • Mulesoft

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Individual "tickets" are created for each element to be configured or developed. These reference user stories and clear acceptance criteria, ensuring that we know when each deliverable is ready for testing. It also ensures that testers are clear on what functionality is being tested.; ; A comprehensive testing strategy is used for each project, consisting of four key elements.; ; • Quality Assurance. All elements of the design and configuration will go through a Technical Review by one of our QA team.; • User Acceptance Testing (UAT) by your team. You will have access to a User Acceptance Testing sandbox where you can test processes. Testing will be done on an ongoing basis as configuration elements pass our checks and are ready for review.; • Final UAT is carried out at the end of each project, with full end-to-end process testing.; • Data Migration Testing. Ahead of any data being migrated to the Salesforce production environment, there will be test loads into a testing sandbox. Testing will validate that data is imported and mapped as expected. This is then supplemented with manual testing by our customers.; • For deployment from Sandbox to Production, we use Salesforce DevOps tools in line with best-practice.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management
  • Other
• Other security services: Salesforce Shield

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Evolve is our flexible customer care programme which is designed to ensure that customers derive and maintain the highest value possible from their investment in the Salesforce platform. We currently provide ongoing support to over 100 organisations through our Evolve service. This includes support around user management, service management and helpdesk support. ; ; All organisations accessing our support services benefit from updates and support around future Salesforce releases. They also receive updates on our latest accelerators; the Hyphen8 range of products designed to standardise proven solutions, fast-track implementation and share best practice among non-profit communities. ; ; Evolve cases are submitted by assigned users via an online portal where customers can track case progress and time used. This ensures customers receive on-demand access to the best people in our team (consultants, developers, trainers, technical support, etc.) at the point they need it.

Service scope

• Service constraints: No service constraints.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response and resolution times vary depending on severity, and issues will be assigned a severity rating from 1 (most severe) to 3 (least severe) depending on the specifics of the case.Each severity category is assigned a target resolution time. ; ; We aim to resolve significant issues within 4 - 8 working hours. Minor issues are resolved within 5 working days. Where a resolution cannot be affected in that time, we will endeavour to develop a plan and have communicated it back within the same time frame. We are available Monday- Friday (excluding bank holidays) from 9am to 5.30pm only.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Evolve is our flexible customer care programme, supporting over 120 nonprofits and public sector organisations. It's designed to ensure that our customers derive and maintain the highest value possible from their investment in Salesforce.; ; Each customer is assigned a named Account Manager who acts as their main point of contact with the support service. This person will work with you to develop your technology roadmap, plan the deployment of new functionality for your users, and help you to continually innovate on Salesforce to align with the needs of your users and best-practice.; ; Cases and feature requests can be submitted via a portal by specific users, allowing you to monitor case progress, correspondence, and the amount of time used on each case.; ; Through Evolve, work is charged at a flat rate of £870 per day, regardless of the specific resource required. You can use your time to get Developer assistance (e.g. when you want to configure a new integration), or with one of our Senior Service Designers to review and improve your processes. ; ; We will help you determine exactly how many Evolve days are needed, which is influenced by your internal skills, appetite for change, and the complexity of your environment.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our HyphenEarth team explore how we can work to reduce our environmental impact and achieve negative carbon emissions. What began as a humble working group has now become a fully fledged Community of Practice, with the full support of the Leadership team.; ; We're focussed on maximising our impact in support of our Hyphen8 Company values. By calculating our indirect emissions across our full supply chain, we can develop a strategy to offset or remove an equivalent amount of greenhouse gases from the atmosphere.; ; Hyphen8 has made the SME Climate Commitment, recognising that climate change poses a threat to the economy, nature and society at large, our company commits to take action immediately in order to:; ; - Halve our greenhouse gas emissions before 2030; - Achieve net zero emissions before 2050; - Disclose our progress on a yearly basis; ; In doing so, we are proud to be recognised by the United Nations Race to Zero campaign, and join governments, businesses, cities, regions, and universities around the world that share the same mission.; ; To reduce our overall consumption as a company, we’ve looked at all areas of our direct and indirect supply chain to see where we can reduce waste spend, and make more sustainable purchasing decisions.; ; Our team are encouraged to make more sustainable choices across the board, helping them to:; - Select ethical investments, and encouraging them to divest from fossil fuels; - Opt for an ethical energy provider or a greener tariff; - Reduce their consumption at home, with tips on how to minimise electricity usage while staying comfortable

  Covid-19 recovery

  Through the Covid-19 pandemic and the following economic recovery, we continued to work and support our customers in delivering their missions. ; ; Our work with Comic Relief was in its infancy when the first lockdown was enacted in 2020. This required us to switch our Go Live priorities, delivering an MVP solution that could immediately be used to launch emergency Covid-19 grant programmes. This helped funding to reach the communities that were most heavily impacted and needed urgent funding.

  Tackling economic inequality

  One of our eight values is to "make a difference". We support grantmakers that make it their mission to fund the people and communities that need it most. This includes funders such as Comic Relief, Esmee Fairburn Foundation and Lloyds Bank Foundation. All of these funders (and many of our other customers) strive to tackle inequality.; ; We've developed our own Accelerators for Salesforce. These complement native functionality, and we give access to all of these to our customers for free, helping them work more effectively in acheiving their mission.; ; Our DEI Data Accelerator was created in partnership with the Funders Collaborative Group's DEI Data Group. Its purpose is to help funders benchmark themselves against each other, and to identify areas where their funding isn't currently reaching. Efforts such as this are helping to ensure that economic inequality is tackled by highlighting where there are communities that have limited access to assistance.; ; The lessons we've learned from working on projects such as these inform all future work, ensuring that we can help all of our customers to tackle economic inequality.

  Equal opportunity

  We're working hard to explore how we can better support those of our staff who identify as disabled, in order to reduce the disability employment gap. This includes striving to better understand accomodations that might be required for our team, and ensuring that our whole team feels safe to be transparent about any specific requirements that they might have.; ; We worked with Lloyds Bank Foundation for England and Wales to co-design new funding programmes by and for people with lived experience of racial inequity or disabilities. Our work has led to the launch of new programmes which make funding more accessible to those with diverse needs, and removing barriers that could disadvantage people based on their disabilities.

  Wellbeing

  Hyphen8 is an employer that prioritises health and wellbeing in our own team. This includes giving all staff a £50 monthly wellness allowance (that they can use on whatever helps them in their wellness journey) and Vitality cover to reduce the costs of staying healthy and ensuring access to medical services such as dentistry and opticians. We also use Perkbox to further reward our team.; ; Staff can access mental health support services through Vitality, Perkbox, and through our own Mental Health First Aid team, ensuring that we prioritise our wellness and mental health.; ; We have experience in improving community integration, including our co-design work with Lloyds Bank Foundation for England and Wales to co-design new funding programmes by and for people with lived experience of racial inequity or disabilities. Engaging with the people from these communities helped Lloyds Bank Foundation to support strong, integrated communities and reduce barriers to those from across these populations.

Pricing

• Price: £870 to £1,200 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at team@hyphen8.com. Tell them what format you need. It will help if you say what assistive technology you use.