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CRM.COM SOFTWARE LTD

CRM.COM SOFTWARE

CRM.com delivers modern digital wallet and ecommerce for citizen services, from our integrated cloud platform. All the features needed to manage subscription billing, point-of-sale commerce and multiple payment mechanisms – plus sophisticated promotional, benefit and bonus schemes to encourage citizen engagement, with powerful data analytics and AI

Features

  • Enterprise billing and retention for modern triple play operators
  • Subscriptions and device management for IoT operators
  • Advanced monetisation and retention for OTT media platforms
  • Beyond loyalty promotions and direct commerce for retailers
  • Merchant promotions and subscriptions for banking
  • Business branded A2A eWallet for new FinTech revenue
  • Marketplace for product and promotion aggregation
  • Enterprise class subscription billing software
  • eWallet-based promotions for retention

Benefits

  • Enterprise-class TMForum-compliant subscription management
  • Powerful recurring billing on termed and usage basis
  • Automation of eOrdering flows from capturing to fulfilment
  • Increase repeat purchases and recurring revenue
  • Increase customer retention and loyalty
  • Branded, ready-made mobile apps, web portals and mobile passes
  • Enhance brand with branded eWallet
  • Enhance product offering and increase retention with B2B partnerships
  • Advanced service and device monetisation
  • Post-bill, pre-bill, prepaid billing for any termed or physical service

Pricing

£0.01 to £0.09 a licence a month

Service documents

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 andros.papageorgiou@crm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 3 1 9 0 6 5 9 3 5 8 1 7 1 5

Contact

CRM.COM SOFTWARE LTD Andros Papageorgiou
Telephone: +447764584253
Email: andros.papageorgiou@crm.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
CRM.COM is a SaaS software and customer support is provided during working hours unless the customer opts to purchase the 24x7 support option.
System requirements
  • 100% web-based. Web browser access CRM.COM
  • Access via fixed IP addresses for select services - configurable
  • OIDC compliant identity management needed for SSO

User support

Email or online ticketing support
Email or online ticketing
Support response times
CRM.COM is structured to be able to be supported remotely from our Response Centre.  Standard (Mon-Fri 09:00-17:00) or 24x7 support is provided where all issues are logged in our internal CRM system with a unique Service Request number and handled appropriately as per the following response times: 
1) Critical issue 4 hours
2) Urgent issue 8 hours
3) Normal issue 48 hours
4) Low issue 72 hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
The CRM.COM web chat is accessible via our website www.crm.com and is available 24x7 with immediate response. A human chat agents captures the enquiry and is being forwarded to the relevant department to handle it.
Web chat accessibility testing
N/A
Onsite support
No
Support levels
1 ) Critical
Log method: www.crm.com  and phone 
Response time: 4  hours
2 ) Urgent 
Log method: www.crm.com  and phone 
Response time: 8  hours
3 ) Normal 
Log method: www.crm.com 
Response time: 48  hours
4 )Low 
Log method: www.crm.com 
Response time: 72  hours

Depending on project size, an account manager is allocated. Smaller projects are assigned a case manager on critical or urgent calls.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Since CRM.COM is a SaaS platform, users self-register via www.crm.com and once they access the software they have access to quick tours, setup walkthroughs and step-by-step guides in order to start using CRM.COM. Access to documentation and manuals is available and provided to all system users.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Active Subscribers and Participants and any other equivalent parties will be and will remain at all times the Intellectual Property of the Customer.

At the end of the Agreement Duration (including any extension period), such information and any other information collected, stored and processed on behalf of the Customer by CRM.COM can be exported by the customer using standard features of the CRM.COM software. Alternatively data can be exported by CRM.COM in a technically widely accepted format and provided to the Customer at a mutually agreed cost which will not exceed the cost of the hours this task requires at the CRM.COM current rates as published by CRM.COM or agreed with the Customer.
End-of-contract process
Either party will be entitled to terminate the contract with immediate effect.

Active Subscribers and Participants and any other equivalent parties will be and will remain at all times the Intellectual Property of the Customer.

At the end of the Agreement Duration (including any extension period), such information and any other information collected, stored and processed on behalf of the Customer by CRM.COM can be exported by the customer using standard features of the CRM.COM software. Alternatively data can be exported by CRM.COM in a technically widely accepted format and provided to the Customer at a mutually agreed cost which will not exceed the cost of the hours this task requires at the CRM.COM current rates as published by CRM.COM or agreed with the Customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile responsive software. There are two main system components, the backend system and front end apps. The CRM.COM front end apps run in 3 formats, native apps, portal based or mobile pass (Apple or Google Wallet) based.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Mobile apps for self service of citizens. Ability to do self care, consume wallet funds and take advantage of benefits and promotions.

Mobile app can be a native app or a portal or a pass in the Apple or Google wallet.
Accessibility standards
None or don’t know
Description of accessibility
Mobile responsive apps that can be accessed from any device and browser.
Accessibility testing
None.
API
Yes
What users can and can't do using the API
CRM.COM API is built on the REST protocol and implements its basic principles. This means that you can expect straightforward, resource-focused URLs, along with the ability to submit form-encoded request bodies and receive JSON-encoded responses. We also use standard HTTP response codes, as well as typical authentication.

CRM.COM is designed as API first, meaning that the entire software functionality is available via APIs.

The APIs can be accessed by different clients, including web applications, mobile apps, and other services, providing thus an easy way to access and expand the software's capabilities.

The Back-Office API is specifically designed for users and external systems looking to extend the features of CRM.COM. Meanwhile, for information on managing customer subscriptions and reward accounts, please refer to the Self-Service API documentation.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The customisation platform can be used to extend and customize the user interface (UI), create custom analytics and ETL enhancements, create custom APIs and extend the business functionality. Significantly, plug-ins can be easily developed by external partners using our specially designed integration APIs that require no knowledge of the CRM.COM development environment.

CRM.COM is a highly configurable software where buyers can configure the software based on their business requirements and customise their front-end applications around their brand.

The configurations are done from within CRM.COM by the CRM.COM users. Any specific requirements that cannot be supported via system configuration must be communicated to CRM.COM separately in order to scope them and deliver them as custom implementation at an extra charge. Custom implementations are done by CRM.COM.

Scaling

Independence of resources
The CRM.COM Cloud is truly enterprise class ensuring maximum availability in a highly secure and performant environment that can scale.

Analytics

Service usage metrics
Yes
Metrics types
The CRM.COM Analytics offer a comprehensive overview of a business's activities through reports and visual representations, enabling data-driven insights and informed decision-making.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
We use a combination of encryption and obfuscation
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Users can export their data from within the software according to the entity they want to export. An export option is provided accordingly.
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
  • CSV
  • Other
Other data import formats
  • XLS
  • XLSX

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Some sensitive services can only be accessed via a pre-configured static IP address.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
From our standard SLA:

CRM.COM will use commercially reasonable efforts to have the Application Service available with a yearly uptime percentage of at least 99.96% (calculated by subtracting from 100% the minutes downtime in a year against total minutes in one year).
Approach to resilience
CRM.COM employs a no single point of failure on critical cluster components (application nodes, database nodes, event manager) as well as data centre replication for disaster recovery.
Outage reporting
We have two layers:
-a service status API that is available to all our customers
-Alerts via email

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Approvals can be setup which can also be multi-level
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Other
Description of management access authentication
Very sensitive access requires access only from a static IP

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 6 months and 12 months

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

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
UK Cyber Assurance Essentials
UK Cyber Assurance Level 2 - in progress
Internal standards and procedures
Information security policies and processes
We follow the Cyber Assurance L2 standards. A summary of areas covered follows:
RISK ASSESSMENT AND MANAGEMENT
MONITORING
CHANGE MANAGEMENT
TRAINING AND MANAGING PEOPLE
BACKUP
INCIDENT RESPONSE AND BUSINESS CONTINUITY

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We use the Atlassian tools, including Jira and Bamboo. Every change (whether code or devops) is documented, designed, developed, tested and only applied after a dual approval
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We use an observability platform (Dynatrace) where we get real time feed on vulnerabilities and how severe they are. We the schedule them for dev and devops.

In addition, at least twice a year, we do a manual search of vulnerabilities for the tech we use.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use the Dynatrace observability platform
Incident management type
Supplier-defined controls
Incident management approach
We follow the Cyber Assurance Level 2 guidelines and processes

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

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

Fighting climate change

CRM.COM has a commitment to reducing our environmental impact, creating an action plan, and encouraging our employees to participate in schemes such as Cycle to Work. Our completely remote working model has significantly reduced the environmental impact from our operations in recent years, leveraging modern communications tools to reduce our travel to only essential journeys. The environmental benefits of not operating a physical office are significant and move us a long way towards our goal of net zero carbon emissions due to our operations.

Covid-19 recovery

During and since COVID-19, CRM.COM has supported our people to work remotely and flexibly so as to minimise the impact of necessary social distancing in the workplace, and allowing vulnerable people to choose the level of face-to-face contact that is right for them. We extend this support for remote interaction to our customers and suppliers, and will always facilitate remote interactions to reduce risk. During COVID-19 we made a commitment to our staff to retain them within the business and continue to invest in their development.
CRM.COM product offerings represent a key element enabling Buyers to move to an ecommerce online-enabled model using contactless mobile wallets to transact safely in the event of pandemic restrictions.

Tackling economic inequality

CRM.COM is a great way to tackle economic inequality by democratising access to mobile payment systems, both here in the UK and in developing nations. Our mobile wallets and pay-by-QR-code capabilities allow people who do not have access to traditional bank accounts and credit card infrastructure to participate fully in the modern economy.
Our loyalty and promotions schemes offer ways for public sector to distribute money and in-kind benefits to economically disadvantaged individuals, promoting good money management habits and allowing everyone to participate.

Equal opportunity

CRM.COM is an equal opportunities employer, committed to ensuring everyone applying to join us or who works with us is given equality of access to all opportunities. We value the diversity of our people and our clients, here in the UK and in the many developing nations where we do business and employ people.

Wellbeing

CRM.COM invests in the wellbeing of our people, offering flexible working and encouraging everyone to take care of their own physical and mental wellbeing with downtime and out-of-work activities. We have an open culture where people are enabled to raise issues affecting their wellbeing, which will always be taken seriously and dealt with promptly.
Our employee benefits offerings represent a simple and effective way for buyers to invest in their employees' wellbeing, with wallet-based affiliate benefits schemes allowing the employer to provide wellbeing services of all sorts as part of a holistic benefits package.

Pricing

Price
£0.01 to £0.09 a licence a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Free trial for 14 days.

What’s Included:
Identity Management
eWallets & Promotions
Subscriptions & Commerce
Business Communities
Customer Web Portal
Merchant Web Portal
20 Users
Link to free trial
https://www.crm.com/pricing/

Service documents

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 andros.papageorgiou@crm.com. Tell them what format you need. It will help if you say what assistive technology you use.