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VISIONET EMEA LIMITED

Visionet Implementation Services - Microsoft Dynamics 365 Customer Engagement (CRM)

Visionet provides end to end support, implementation, upgrades, migrations, managed services and training for Microsoft Dynamics 365 Customer Engagement (CRM) Sales, Customer Service, Marketing and Field Services. Visionet has created an agile framework for Public Sector customers' needs and requirements.

Features

  • Agile project management, design, governance integral to Visionet CRM
  • Conduct in-depth business workshops for CRM based on Microsoft catalyst
  • Services include strategizing, planning, training, executing data migration
  • Tailored workshops for Dynamics 365 Customer Engagement process design
  • Develop automated testing, CI/CD pipelines for high-quality results
  • Expertise spans Dynamics 365, Power Platform, Azure for comprehensive delivery.
  • Ongoing system support, maintenance for all Dynamics solutions
  • Provide integration services for Dynamics 365 Customer Engagement
  • No-code & Low-code solutions that empower users to build applications
  • Visionet utilize Microsoft Catalyst and Design thinking for discovery workshops

Benefits

  • 27 years' best practices and implementation experience
  • Seamless integration with Microsoft 365, Office 365, Azure
  • 24/7 x 365 support availability
  • Trust in Dynamics 365 Solution Designation and Inner Circle Partner
  • Rapid deployment across multiple departments, processes
  • Certified Dynamics 365 Consultants
  • Rapid benefits via Visionet Project Methodology
  • Flexible on-site or remote delivery
  • Change Management, User Adoption strategies ensure success
  • Enhance collaboration with Microsoft Teams, Dev Ops

Pricing

£450 to £1,200 a unit a day

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 jawad.a.khan@visionet.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 4 9 6 7 0 7 6 5 5 3 2 7 9 6

Contact

VISIONET EMEA LIMITED Jawad A Khan
Telephone: +447721235694
Email: jawad.a.khan@visionet.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
None - As it is controlled by Microsoft
System requirements
  • Users typically need an Internet connection
  • Common web browser e.g. IE, Edge, Firefox, Google Chrome
  • Microsoft Exchange required

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Visionet has the ability to provide email or online ticketing support 24/7. Our expectation is that the ticket tracking system is cloud based, accessible remotely, and available 24/7/365 in order to provide real-time, on-demand support from anywhere. We assume SOC Service Desk Plus support ticket tracking system has integrated tools to support the monitoring, tracking, and reporting of incidents. These tools are necessary in order to issue reports and track our compliance with agreed upon service level targets as well as to identify trends in call topics, peak volume times, and subsequently identify potential areas of improvement in operational efficiency.
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), 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Yes, we use Microsoft Teams for chat.
Onsite support
Yes, at extra cost
Support levels
At Visionet, our comprehensive support framework adheres to ITIL standards, delivering 1st, 2nd, and 3rd line support to both public and private sector clients. Our incident management process ensures swift resolution. Each client receives a dedicated Account Manager and Client Partner for personalized attention. We offer a unified support model manned by cloud support engineers, with optional weekend phone support available upon request. Our proactive approach prioritizes short-term issue resolution alongside long-term fixes. An established escalation process guarantees swift resolution, overseen by designated Account Managers who conduct monthly reviews, either remotely or on-site. Performance is monitored through KPIs aligned with SLAs and other critical support metrics. Security clearance is a fundamental aspect of our staff training and policy.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
At Visionet, we recognize that the success of any CRM implementation hinges on a smooth transition and effective user adoption. Therefore, we have developed a comprehensive approach to help users seamlessly start using our service.

Our onboarding process encompasses the following key elements:

We begin by conducting a thorough needs assessment to understand the unique requirements and objectives of your organization. Based on this assessment, we work with you to develop a tailored implementation plan that aligns with your goals and timelines.

We offer a variety of training options to suit your organization's preferences and requirements. This includes onsite training sessions conducted by our experienced consultants, as well as online training modules for convenient access anytime, anywhere. Our training programs cover both functional and technical aspects of the Microsoft CRM platform

In addition to training, we provide comprehensive user documentation and access to Microsoft and Visionet best practice materials.

Our support doesn't end after the initial implementation. We are committed to providing ongoing support and collaboration to ensure the long-term success of your CRM initiative. This includes regular check-ins, performance reviews, and access to our team of experts for any questions or issues that may arise.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The users data will be sat in their own personal workspace and this data can be copied to a new location upon termination of the contract
End-of-contract process
A customer may terminate a Subscription at any time during its Term; however, you must pay all amounts due and owing before the termination is effective. Included in the price of the contract is all the hardware and software as agreed at the time of the contract. What is not included as standard if the integration of the Cloud serice into any on existing on premise or other Cloud solutions the customer may require. This will include API's, bespoke anlaytics or reports, or customisations, The customer is also responsiblle for the connectivity from their own Datacentre to the Microsoft Azure Datacenter.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There is similarity of functionality between mobile, tablet and desktop, each tailored to provide a simplified and responsive user interface.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The Service can be customised interms of the look at feel for each customer. The solution is also Modular so each customer can take the components they require initially and then add at a later date. Some self service customisation can be included in some of the modules and this can be explored upon request. Typically, Microsoft Dynamics 365 and its associated wider cloud-based technology stack, are accessed via a simple HTML5 compliant internet browser. This can be on a laptop, desktop or other mobile device such as a tablet or mobile phone.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We are a partner of Microsoft products not owner, Visionet have not explicitly carried out any user accessibility tests. However, Microsoft take accessibility very seriously and have carried out tests. Further information from Microsoft re: accessibility of Dynamics 365 and other associated Microsoft products can be found here: https://docs.microsoft.com/en-us/compliance/regulatory/offering-WCAG-2-1
API
Yes
What users can and can't do using the API
The API for Dynamics 365 is comprehensive, however, all API services are typically agreed separately with customers in line with their requirements. Dynamics 365 unifies the capabilities of CRM business software and ERP systems by providing intelligent applications that seamlessly work together in the cloud.Dynamics 365 CRM Customer Engagement Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
There are many ways the service can be customised to meet customer requirements. All customisations are agreed with the customer and implemented following the best practice methodology.

The Service can be customised interms of the look at feel for each customer. The solution is also Modular so each customer can take the components they require initially and then add at a later date. Some self service customisation can be included in some of the modules and this can be explored upon request

Scaling

Independence of resources
The service leverages the Microsoft Cloud Service. This is designed to meet the needs of operating a service at scale. Other key components include: robust security, scalability, performance, tenant isolation, serviceability, and monitoring. Moreover, We will survey the users you have and the type of licenses they need. We will also look at the functions they will perform. We will then provide this data to Microsoft in order to properly size the infrastructure required.

Analytics

Service usage metrics
Yes
Metrics types
There are many metrics available as standard. Service and reporting metrics are agreed with customers on a contract by contract basis. The other way is through Azure Monitor enables you to consume telemetry to gain visibility into the performance and health of your workloads on Azure. The most important type of Azure telemetry data is the metrics (also called performance counters) emitted by most Azure resources. Azure Monitor provides several ways to configure and consume these metrics for monitoring and troubleshooting.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft - Inner Circle, Gold and Solution Designation Partner

Staff security

Staff security clearance
Conforms to BS7858:2019
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)
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
At all times during the term of Customer’s subscription, Customer will have the ability to access and extract Customer Data stored in each Online Service. Except for free trials, Microsoft will retain Customer Data stored in the Online Service in a limited function account for 90 days after expiration or termination of Customer’s subscription so that Customer may extract the data. After the 90-day retention period ends, Microsoft will disable Customer’s account and delete the Customer Data.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
Dynamics 365 provides security-hardened infrastructure that Microsoft controls and monitors 24 hours a day, seven days a week. Microsoft uses a variety of technologies to block unauthorized traffic to and within Microsoft datacenters.
Connections that are established between customers and Microsoft datacenters are encrypted by using industry-standard Transport Layer Security (TLS). This establishes a secured browser-to-server connection, which helps provide data confidentiality and integrity between the desktop and datacenter. A redundant network provides failover capability and helps ensure network availability
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
Microsoft uses several network security technologies to protect your cloud services and data, and block attacks.
•Firewalls and perimeter firewalls
•Intrusion detection systems/intrusion prevention systems detect and identify suspicious or undesirable activities that indicate intrusion
•Partitioned LANs
•Multi-tier topology
•Traffic isolation
•Cross-premises connectivity enables you to establish connections between a virtual network and multiple on-premises sites, or other virtual networks in Azure, by using VPN gateways or third-party virtual appliances.
•Access Control Lists
•Azure Security Center provides a centralized portal from which you can secure resources you place in Azure

Availability and resilience

Guaranteed availability
Visionet is just a implementation partner of Microsoft Dynamics 365 CRM and ERP.

Microsoft guarantees High Availability - 99.9%
Approach to resilience
The Microsoft datacentres adhere to the Microsoft Business Continuity and Disaster Recovery (BCDR) standard. Detailed information is available upon request. However, more information can be provided with help of MIcrosoft.
Outage reporting
Microsoft typically provides at https://azure.microsoft.com/en-gb/support/trust-center/.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
Via SSO and MFA
Access restrictions in management interfaces and support channels
Visionet has restrcited access to all the instances which is controled by MFA and PAM with role based security
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
GMS INTERCERT SERVICES
ISO/IEC 27001 accreditation date
June 23, 2021
What the ISO/IEC 27001 doesn’t cover
Everything is covered
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Mar-24
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
None
PCI certification
Yes
Who accredited the PCI DSS certification
Sysnet Global Solutions
PCI DSS accreditation date
12/12/2023
What the PCI DSS doesn’t cover
Everything is covered as per the requirements. We can provide further details if required.
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • SOC1 TYPE 2
  • SOC2 TYPE 2
  • ISO 27001:2022, 27701
  • HIPPA Compliant
  • GDPR

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Compliant with SOC 1 and 2, ISO27001, PCI-DSS, GDPR
Information security policies and processes
Visionet work to Industry and Microsoft Security standards ,with the Microsoft Cloud Services complying to ISO/IEC 27001 and CSA CCM v3.0.

Visionet have an ISO27001-certified information security management system, which is subject to internal and external audit. We are also certified to Cyber Essentials and Cyber Essentials Plus standards.

Lastly, We have rigorous induction and training methods which ensure policies are followed. Reporting Structure is also available on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change Management Policy attached.
All hardware and software follows a roadmap lifecycle and are replaced before its end of life. All changes are revieved and tested before implementation. Example - new Microsoft patches are tested before pushed by SCCM.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Visionet comply with ISO 27001:2022 standards. For VA/PT/SAST/DAST Visionet has implemented Rapid 7, Nessus, HCL AppSCan, and Veracode. Also VA is executed internally and by external thrid party vendors.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Visionet has implemented Availability Monitoring using Azure Monitor, Nagios, SolarWinds, Prometheus technology. Also Visionet has implemented Orca CSPM which provides us real time reports on open vulnerabilites. Visionet additionally has a SIEM solution and completed EDR implementation backed by a ZTNA/SASE solution for all end points and drive by the MITRE framework.
Incident management type
Supplier-defined controls
Incident management approach
Yes, Visionet has pre-defined processes for common events. Visionet has well defined procedure on incident management. The team is monitoring 24x7 events and control the incidents in real time. The incident reports are available and can be provided as and when requested by the customers via email. Visionet also offers a whistle-blowing hotline for annonymous report submission.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)

Social Value

Social Value

Social Value

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

Fighting climate change

Our Commitment to a Sustainable Future At Visionet, we are deeply committed to addressing global challenges through sustainable business practices, environmental protection, and responsible corporate governance. Our core values center around the principles of Environmental, Social, and Corporate Governance (ESG), and we actively uphold these values as a global corporation. Environmental Responsibility We prioritize sustainable operations, reducing our environmental impact through responsible resource management, energy efficiency, and sustainable sourcing practices. Committed to minimizing waste and promoting circular economy principles, we actively work to reduce, reuse, and recycle resources wherever possible. Additionally, we have set ambitious carbon reduction targets and invest in renewable energy solutions to combat climate change, aligning with Streamlined Energy and Carbon Reporting (SECR) standards. Corporate Governance Transparency and accountability are paramount in our corporate governance practices. We maintain transparent operations and ethical decision-making processes, following CSRD standards. We proactively identify and manage ESG-related risks that could impact our business, in compliance with CSRD and SECR standards. This includes addressing issues related to climate change, social responsibility, and governance. Monitoring and Reporting We regularly monitor and assess our ESG performance, and our annual ESG report as required by CSRD, provides transparency about our progress and challenges. It is made available to the public, reflecting our commitment to accountability and transparency. Review and Improvement We continuously strive for improvement, ensuring that our ESG practices remain aligned with our values, industry best practices, and evolving ESG, CSRD, and SECR standards. At Visionet, we believe that by integrating ESG principles into our business strategy, we can contribute to a sustainable, responsible, and successful future for our company, our stakeholders, and our planet. We invite you to join us on this journey toward a greener and more inclusive future .

Covid-19 recovery

Visionet has Coronavirus response document/planning in place. We have well defined planning assumptions, local and global response team in UK, Europe and USA, along with management team assigned for each region/location. We have preventive measures in place like; (actively encourage sick employee to stay home, emphasize respiratory etiquette and hand hygiene by all employees, perform routine environmental cleaning, advise employees before traveling to take certain steps, additional Measures in Response to Currently Occurring Sporadic Importations of the COVID-19, additional measures for facilities in operations - screening). Implementing all the measures. In the event Visionet is notified of an employee testing positive for COVID-19, we have contaminated sites identified for the employees and measure to be taken. OSHA’S EMERGENCY TEMPORARY STANDARD ON VACCINATION AND TESTING process in place for employees to provide immunization record. Enforcement process in place; Any employee found to have violated this policy may be subject to disciplinary action, up to and including termination of employment

Tackling economic inequality

Visionet is deeply committed to the principles of equal employment opportunity, championing fairness, transparency, equity, and inclusion for all. We are resolute in our fight against any form of inequality, and have established and enforced robust policies on diversity, inclusion, and equity, workplace misconduct reporting, and addressing modern slavery in our supply chain. These policies reflect our unwavering commitment to equality and diversity and are readily accessible on our company intranet and website. Our recruitment, promotion, and talent identification exercises are conducted with utmost fairness, based on merit and objective criteria to prevent any form of discrimination. We are dedicated to enhancing workforce diversity and providing equal opportunities. We regularly review our recruitment procedures to ensure they are objective and merit-based, instilling confidence and hope in potential recruits. We proactively identify and address systemic barriers contributing to inequities and accommodate the needs of disadvantaged or underrepresented groups. Our conditions of service, benefits, and facilities are regularly reviewed to ensure accessibility for all. Employees with transitions or disabilities are encouraged to disclose their circumstances for appropriate support. Reasonable adjustments are considered and implemented to overcome any difficulties experienced at work due to disabilities. Visionet maintains a zero-tolerance approach to modern slavery, human trafficking, and child labor, implementing effective systems and controls to prevent their occurrence within our operations and supply chains. We expect our contractors, suppliers, and business partners to uphold the same high standards, incorporating prohibitions against forced labour into our contracting processes and ensuring transparency and accountability throughout our supply chains.

Equal opportunity

Visionet Systems Inc., including its affiliates and subsidiaries (together “Visionet”) is an Equal Employment Opportunity (EEO) Employer & provider, with an aim to encourage and support diversity, equity and inclusion and actively promote a culture that values difference and eliminates discrimination in our workplace. Additionally, Visionet is committed to promoting diversity and inclusion at all levels of the company. This policy does not form part of any contract of employment or other contract to provide services, and we may amend it at any time. Visionet encourages all employees to join us in creating a work environment that is inclusive and respectful of all individuals. The purpose of Visionet global policy is to promote equal opportunities in employment and creating a workplace culture in which diversity and inclusion is valued and everyone is treated with dignity, respect and fairness. This document outlines our commitment to achieve diversity, equity & inclusion. As part of Visionet’s zero-tolerance approach to discrimination in any form, any current / former employee or job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics), in line with any applicable Legislations. Visionet is also committed to providing equitable treatment to all those we deal with as an organisation, including customers and suppliers.

Wellbeing

At Visionet, our globally diverse team is our crucial asset for making the business successful across regions. This is why we take great care of our people management processes. Visionet cares for our employees’ well-being through our initiative “Balance”, where we launched multiple mental, physical, and financial wellness sessions globally. Mental Wellbeing Awareness: In Europe and UKI, we organise virtual Yoga lessons every other Friday morning, while India hosts an in-person Yoga session for our employees in the office. We continue to offer our employee bereavement leaves across regions when they go through a difficult and emotional phase in their life of losing a loved one. Maternity and paternity leave allow our employees to welcome new additions to their lives and fully adapt to this critical change in their lifestyle. We will continue offering our employees mental wellness training, such as Stress Management, Decision making, Conflict Management, etc. Visionet launched a women's development community called Women of Visionet in 2024. This community allows female employees to reach out to organizational leaders for professional coaching. Physical Wellbeing Awareness: We have excellent Medical Insurance coverage for employees and their dependents in our regions, which includes Dental, outpatient, and Vision assistance. The HR SPOCs initiate annual leave booking reminders for our employees when a year begins so that each team member can take the time and plan their time off well in advance. Employees are encouraged to participate in Marathons and represent their loved ones or Visionet in such initiatives. Visionet offers healthy snacks, breakfast and lunch options for their teams in our offices to ensure they feel motivated and taken care of and do not resort to unhealthy eating habits while working tirelessly for the organisation’s success. We have provided our employees with discounts on gym and workout facilities.

Pricing

Price
£450 to £1,200 a unit a day
Discount for educational organisations
No
Free trial available
No

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 jawad.a.khan@visionet.com. Tell them what format you need. It will help if you say what assistive technology you use.