Workbooks Online Ltd

CRM and Business Services

ISO 27001 certified, UK-based Workbooks.com provides outstanding customer service. Cloud-based Workbooks CRM provides solutions helping organisations streamline their commercial processes, increasing productivity and performance through efficiency gains. Workbooks solutions incorporate MS-Office integration, Marketing Automation, Products Catalogue, Opportunity Management, Customer Quotations, Order Processing, Contract Management, Customer Portal, Support and Management Reporting

Features

• Manage Sales Leads and Opportunities, and create accurate sales forecasts
• Create marketing campaigns, create mailing lists and send mailshots
• Powerful reporting tool allows you to summarise and group information
• Create Invoices and Credit Notes from Order Transaction Documents
• Create Custom Page Layouts, Custom Views and Custom Fields
• Send outbound emails, and store emails from any email application
• Remote access. Access Workbooks on any smartphone or tablet
• Manage Customer Support Cases, assign priorities, track progress, Case Portal
• Workbooks supports Multiple Languages, Multiple Currencies and Multiple Companies
• Marketing automation, Events Management, analyse website activity to capture leads

Benefits

• UK based Engineering Services and Support delivering Implementation and Training
• Supports Marketing Sales Logistics Operations Services Contracts Commercial Finance Teams
• Process automations designed specifically for your commercial workflows increasing efficiency
• Integrated marketing automation which helps generate more leads maximising ROI
• Powerful importing tool enhances 360 degree view of commercial operations
• Includes Relationships Products Targets Sales Costs Forecasting Orders Contracts Reports
• Intuitive interface, customisable reporting - sort, filter, group, share data
• Multiple, highly configurable integrations and seamless synchronisations with Microsoft Office
• Real-time dashboards tracking key commercial information, improving customer service
• Templated documents for digital signature and/or emailing to customers

£264 a licence a year

• 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 finance@workbooks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

171291911589411

Contact

Helen Moore
0118 3030 100
finance@workbooks.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service includes an amount of scheduled downtime whilst we are upgrading our systems. This is planned and announced in advance within Workbooks CRM, and takes place outside working hours. Most upgrades take just a few minutes.
• System requirements:
  • Internet access
  • Can be used on multiple operating systems

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support desk is open Monday to Friday (excl Bank Holidays) from 09:00 to 17:00 (UK time). Depending on the severity of the request, Support will be provided from within one hour to five working days
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: No
• Onsite support: Yes, at extra cost
• Support levels: Workbooks Support Team are available to provide at no additional cost to all paying customers, from 8am to 6pm Monday to Friday (UK time) excluding bank holidays. Additional Consultancy and Training services are available at £960 per day (excluding VAT)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: If a customer chooses to self-implement, the Workbooks website provides ‘System Administrator’ and ‘Getting Started’ sections for guidance, together with training videos that illustrate how best to use different areas of the service. Workbooks also offers a 2 day System Admin Training Course, which covers all aspects of administering the Workbooks CRM system. For customers who choose to purchase Workbooks Professional Services to partly or fully implement their Workbooks system for them, a Workbooks Consultant will discuss the Customer's requirements with them, and provide a cost and timescale for implementing the system. The Workbooks website details the available options of Shared Success and Customer Success Plus within the ‘Implementation’ section. The consultant will then discuss the Customer's requirements, goals and objectives, and how the system can best be configured to meet their needs.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Customers are able to export their data from the database any time up to 90 days after their licences expire, by logging on to the website, and clicking on “Export Data”. The data will then be exported into a .csv file or a full SWL export can be made by the customer
• End-of-contract process: Workbooks CRM includes Contact Management, Sales Team Automation, Marketing Automation, Customer Service Management, Customisation Layouts, integrations with a variety of software, and access to our Customer Support Team. Consultancy can be purchased at an additional cost, as can various extensions and modules

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: Some features of Workbooks are not available in the mobile client, including marketing campaigns and forecasts, calendar views, sales leads and transaction documents.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The Workbooks CRM API allows developers with basic programming skills to access information stored inside Workbooks using a simple, powerful and secure Web Service API. The API allows complete access to the vast majority of Workbooks record types, allowing users to read, create, update and delete records. Additionally it permits access to searching, metadata about the schema, and a variety of other facilities. The API is built upon the existing security framework within the product, so users can control access through the API in the same way as access control for users. Using the Workbooks Process Engine users can host API scripts within Workbooks itself. The Script Library within Workbooks provides access to Scripts which can be added the Workbooks database, run by the Process Engine. For the majority of users we recommend using PHP scripts within the Workbooks Process Engine. In addition to PHP, Workbooks have published "bindings" for PHP, Ruby, .NET (C#) and Java on github. The full API reference for each record type and field is available from within the Workbooks Desktop.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: To configure Workbooks to meet your business needs and record the data that will help to drive your business processes, users with the correct permissions can: Change the names of record types, Picklist values and fields, add Custom Fields to any record type, create customised Page Layouts and determine different layouts for different Users, create templates for all record types, which allows you to create new records that contain fields which are pre-populated with data, dependent upon the template selected, replicate custom data on one record by creating the same Custom Field on each record type (eg, a Sales Lead and Person record or an Invoice and a Contract), create new, customised Picklists, modify existing Picklists, control the visibility of records by attributing their value to an associated Open or Closed state, customise Workbooks standard Opportunity Stages to support the sales process

Scaling

• Independence of resources: Workbooks commits to provide 99.5% service level availability for the Workbooks Service during each month of the service. Service availability is defined as the Customer’s ability to login to the Service and is measured by the availability of the login page. Workbooks measure the capacity of the service on a continuous basis and endeavours to ensure we always have double the required capacity available to handle customer load. The system hardware can be extended easily by adding additional servers. Per-request resource usage is measured as is request volume.

Analytics

• Service usage metrics: Yes
• Metrics types: Within Workbooks, Urchin Tracking Modules which use Google Analytics can track how your Google Ad campaigns are performing. They allow you to track the source, medium, campaign name and content and the search term used. Tracking this information is very useful as it will allow you to keep on top of what campaigns are working for you, as well as which mediums, and enabling you to identify where your leads are coming from.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Customers are able to export their data from the database any time, for up to 90 days after their licences expire, by logging on to the website, and clicking on “Export Data”. The data will then be exported into a .csv file or a full SWL export can be made by the customer.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SWL
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Workbooks runs in two separate UK data centres. Data is copied to the remote data centre every night. Data at the remote centre is then copied and taken to another secure location as backup daily.
• Data protection within supplier network: Other
• Other protection within supplier network: Network security is achieved through the application of multiple layers of protection, including packet filters/ACLs, firewalls, and other techniques which are confidential. External specialist organisations are used to vulnerability scan at the network level and do more involved penetration testing. All data transfer happens under strong encryption; all access to Workbooks secure website uses 256-bit SSL together with an Extended-Validation certificate.

Availability and resilience

• Guaranteed availability: Workbooks commits to provide 99.5% service level availability for the Workbooks Service during each month of the service. Service availability is defined as the Customer’s ability to login to the Service and is measured by the availability of the login page. In order to receive a credit under this service level agreement, Customers must request a credit by emailing finance@workbooks.com, within 15 days of the month for which the credit is being requested. Customers who are part due or in default, or in breach of the Agreement are not eligible for any credit under the terms of this agreement. Following the successful acknowledgement of the credit by Workbooks, the Customers’ current Subscription Term will be extended to include the additional Service credit period.
• Approach to resilience: The information is available on request
• Outage reporting: Maintenance periods are excluded from the service availability guarantee. Maintenance of the Workbooks Service is required from time-to-time to ensure the continued reliability of the Service. Workbooks hereby provides notice that scheduled maintenance will occur every Saturday between 03:00 and 09:00 GMT. Additional maintenance periods may be scheduled and the Customer will be notified at least 2 days in advance. Workbooks aims to conduct maintenance in the evening and at weekends to minimise the impact on Customers.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Appropriate Information security education, awareness and training is available to staff and relevant others working on behalf of the company. Access levels to systems and data are restricted to levels appropriate to, and as are necessary to perform each job role
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 06/04/2018
• What the ISO/IEC 27001 doesn’t cover: The certificate covers design, development, implementation and support of cloud based CRM software as a service and bespoke business applications
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: ISO/IEC 27001
• Information security policies and processes: Workbooks is ISO 27001 certified. Workbooks’ objective is to preserve the confidentiality, integrity and availability of information that it either owns or is entrusted with. To achieve these objectives, the company has implemented an Information Security Management System (ISMS) in accordance with the international standard ISO/IEC 27001. The purpose of this policy is to protect Workbooks’ assets from all relevant threats, whether internal or external, deliberate or accidental. Workbooks Information Security policy is approved by senior management and is reviewed at regular intervals or upon significant change.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our Development and QA processes are geared towards a controlled release cycle with a focus on avoiding security vulnerabilities and data corruption. The processes are extensive and include both automated and manual testing at many levels: unit, integration, system and functional. System changes are only permitted under a full Change Control process with signoff by senior Workbooks management. Data is accessed and copied only over strongly-encrypted connections. We implement separate databases for each customer to add an additional layer of security above an extensive Permissions/Capabilities model which allows functions to be limited to specific roles or groups of users.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: External specialist organisations are used to perform vulnerability scans at the network level and to do more involved penetration testing. All data transfer happens under strong encryption; all access to the Workbooks secure website uses 256-bit SSL. Our Development and QA processes are geared towards a controlled release cycle with a focus on avoiding security vulnerabilities and data corruption. The processes are extensive and include both automated and manual testing at many levels: unit, integration, system and functional. System changes are only permitted under a full Change Control process with signoff by senior Workbooks management.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Network security is achieved through the application of multiple layers of protection, including packet filters/ACLs, firewalls, and other techniques which are confidential. External specialist organisations are used to perform vulnerability scans at the network level and to do more involved penetration testing. When a potential compromise is identified, it must be reported ASAP to our Information Security Management Team who will investigate, risk assess and provide appropriate actions based on the findings. We do not operate with SLAs on Incidents. They are treated as P1 Critical and investigated immediately upon initial report.
• Incident management type: Supplier-defined controls
• Incident management approach: Workbooks has an Incident Management workflow to record any data breach that has occurred, assess the data breach, report to ICO and communicate to the data subject. Cases are used to record the details of data breaches in the GDPR analysis section, which help to decide on the Breach Type, Breach Impact and who to communicate the data breach to. ; A dashboard is used to keep track of GDPR cases

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Equal opportunity:

  Equal opportunity

  Workbooks aims to be an equal opportunity employer. This Equal Opportunity Policy covers all aspects of employment, from advertising job vacancies, recruitment and training, to conditions of employment and reasons for terminating employment.; To ensure that this policy is operating effectively (but for no other purpose), Workbooks maintains a record of employees’ racial origins, gender and disabilities. By monitoring this record periodically, Workbooks aims to eliminate unlawful direct and indirect discrimination and promote equality of opportunity.; The company’s Equal Opportunity Policy (“EOP”), and the measures to implement it, have been devised on the basis of materials from the relevant advisory bodies and in consultation with employees and Workbooks managers. Each manager is responsible for ensuring the effective operation of the EOP.

Pricing

• Price: £264 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Users can trial all of Workbooks functionality for one month free of charge, with the exception of some of our marketing automation services
• Link to free trial: https://www.workbooks.com/try-now

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 finance@workbooks.com. Tell them what format you need. It will help if you say what assistive technology you use.