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

£0.01 to £0.09 a licence a month

• Free trial available

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 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

131906593581715

Contact

Andros Papageorgiou
+447764584253
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

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