HALO SERVICE SOLUTIONS LTD

HaloCRM - SaaS CRM/Omnichannel Customer Relationship Management Software

An all-inclusive CRM solution and cloud-based service desk, HaloCRM delivers lightning-fast customer relationship management in an intuitive, codeless interface. HaloCRM supplies powerful, flexible best practise processes with Automation out-of-the-box. Our experienced, in-house CRM team provide frictionless service migrations, lower total ownership cost than legacy tools with concurrent licencing options available.

Features

• Single solution for adoption of Customer Service & Sales automation.
• Built in the REACT framework, giving unparalleled system speed.
• Codeless interface facilitating easy system adoption for multiple departments.
• Omnichannel support with automatic problem identification.
• Branded self-service portal, virtual agent and automatic article suggestions.
• Real-time reporting, unlimited drill-down dashboards and PowerBI integration.
• Multi-language agent and user interfaces - English and Welsh included.
• Integration with core business systems (O365, MSTeams, GoogleWorkspace).
• Works on any device, including an Android/iOS mobile app.
• Visual SLA, workflow and progress trackers.

Benefits

• All-inclusive, non-modular software - no hidden fees or paywalls.
• Industry-leading implementation timeframes, with a risk-free pricing model.
• Shift-left model through emphasis on self-service, automation and AI.
• Reporting designed to facilitate continuous service improvement.
• In-house team working in direct relationship with your organisation.
• Automation and orchestration features such as auto-allocation of tickets.
• Quarterly stable upgrades without impact on system configuration.
• Guaranteed 99.95% uptime with industry-leading speed & performance.
• Decades of experience delivering solutions to the public sector.
• Centralised communications in a customer centric approach.

£19 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 Tom.monaghan@imaginehalo.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

189562053408999

Contact

Tom Monaghan
01449 833 111
Tom.monaghan@imaginehalo.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: HaloCRM will be periodically updated with the agreement from the customer. These updates will take place outside of business hours and will be scheduled in at the customer's convenience.; ; Any maintenance that will impact service to a customer will only be carried out with agreement and will be scheduled in advance. Maintenance work is normally performed outside of normal working hours to ensure minimal disruption.; ; Where urgent work, such as emergency fixes, security patches or other unforeseen maintenance work must be carried out, customers are kept informed with regular updates.
• System requirements: Supported Web Browser: IE11+, Microsoft Edge, Chrome, Firefox, or Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The HaloCRM SLA is as follows: ; - Priority 1: 15 minutes; - Priority 2: 30 minutes; - Priority 3: 4 hours ; - Priority 4: 8 hours; ; All tickets raised via email are classified as a priority 3 and will be responded to within 4 hours. Priority 1 and 2 tickets must be raised via the self-service portal or via phone. This SLA applies throughout the working hours specified (service availability support 24/7, application support 9 to 6 Monday to Friday).
• 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: 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: The live chat has been through internal UAT testing, testing with assistive technology users and the same processes are being used globally by HaloCRM customers.
• Onsite support: Yes, at extra cost
• Support levels: Standard support included within Cloud pricing. Each client has a dedicated Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When purchasing HaloCRM, an implementation package is also purchased. The packages vary to include onsite consultancy, training, remote consultancy, project management etc. depending on the scale of the implementation.; ; Alongside the implementation package, new users will also have access to our library of guides and documentation, as well as being able to ask questions of our support team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Knowledge Base
  • Video
  • Webinars
• End-of-contract data extraction: Users can extract their data via csv export from the Reporting Suite or the SQL database can be provided, in the format of a .bak file.
• End-of-contract process: At the end of the contract, all data can be exported into csv format free of charge. The SQL database can be provided for an additional cost.

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: The Web app is mobile optimised to include the same functionality regardless of device. There are also native mobile apps available as part of the subscription cost.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: HaloCRM is a browser based application with a modern, intuitive interface. The interface is configurable per user or role, with each user seeing only their relevant areas of the system. You can also the brand the solution, to be inline with the corporate image.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: At HaloCRM we work alongside our customers in developing the application to meet the requirements of all users. We are in constant communication with customers to ensure that the application allows all users to be able to easily use the software. Our user community is incredibly important to how the software is developed and all feedback is considered. Any feedback received around the accessibility of HaloCRM is prioritised on our development road map and changes implemented in a timely manner.
• API: Yes
• What users can and can't do using the API: External applications are authorised to the RESTful API within the HaloCRM application. A name and authentication method is given to the application and this is used to authenticate requests to the HaloCRM API. ; ; Custom Integrations & Integration Runbooks allow you to define your own set of API calls to third-party applications and chain them together using the results of the previous API calls.; ; HaloCRM is an API-centric application, so all the functionality from the application is available within the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: HaloCRM is an extremely configurable application and is designed to be configured to meet a range of CRM requirements. The configuration all takes place within the application and there is no requirement for coding or programming knowledge.; ; To configure the system, the user must have the relevant permissions.

Scaling

• Independence of resources: HaloCRM is designed to be scalable and meet the needs to enterprise level organisations.; ; Each customer has their own application server hosted on Amazon Web Services (AWS) and this easily scales to requirements. By having separate servers, this ensures independence from other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are available through the built-in Reporting Suite. Further reports available on request.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: Yes
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data on demand through the Reporting Suite within the application. This is typically in csv, xls or pdf format although other formats are available.; ; HaloCRM will also provide a database backup on request. This database is compressed, encrypted and password protected.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The level of service received by all HaloCRM customers is of the highest importance. As a result we have an operational target of 99.95% service availability.
• Approach to resilience: Available on request.
• Outage reporting: Service outages are alerted to the customers via email. Emails are transparent and keep the customer updated as to expected availability.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: HaloCRM management interfaces require a username and password to access and this is authorised against their role. To access support channels HaloCRM allows customers to opt in to our Name Support Contact Policy. This restricts which employees are allowed to access support channels. Outside of this policy, support is provided to the level of the role of the user. If additional permissions are required this is sent for approval with the customer's administrators.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 contact the support team to get 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 30/09/2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: ISO/IEC 27001
• Information security policies and processes: HaloCRM use Amazon Web Services (AWS) for the hosting of cloud software. All data is stored within the Amazon infrastructure, which complies with ISO/IEC 27001. No customer data is physically stored on HaloCRM hardware.; ; Any changes to AWS infrastructure are required to go through our internal Change Management procedure and authorisation needs obtaining where required.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is all tracked through using Halo ourselves internally.; ; Requests for change are raised for normal and emergency changes, which are associated against the relevant services. These are then tracked through our ITIL-aligned HaloITSM instance and relevant changes go for approval. Once approved, the changes are then implemented and reviewed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are evaluated on an ongoing basis and risk assessments carried out whenever a change is made to an asset. The potential impact of each threat-vulnerability is assessed using the risk likelihood scale and risk levels are automatically calculated and recorded against the asset in the risk assessment register. We use multiple sources to identify vulnerabilities, from vendor information to in house testing. Our internal process allows for these risks to be resolved or mitigate with 8 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All instances of HaloCRM are configured with proactive monitoring software, which checks a range of metrics every minute. These metrics are displayed on dashboards and email alerts sent out. Any warnings received follow our internal incident procedure and worked on in accordance with our standard SLA. Priority 1 - 15 mins ; Priority 2 - 30 mins ; Priority 3 - 4 Hours
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised with Halo via email, web form/chat or phone call. These different channels all raise incidents with the Halo software. Once logged in Halo these incidents are triaged, which involves prioritising, categorising and assigning to the correct teams. Common events have resolutions stored in our knowledge base and problem management is also implemented to prevent future incidents. All communications are maintained within the incident record and customers can view this information on the support portal. The support portal allows users to view active incidents, as well as closed incidents. Additional incident reports available on request.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  HaloCRM and Halo Service Solutions as a whole is committed to leading the industry in minimising the impact of its activities on the environment. Our Environmental Policy forms part of our internal employee handbook and is covered during induction. Changes will be communicated as appropriate to employees and external stakeholders.; The key points of its strategy to achieve this are:; •Minimise waste by evaluating operations and ensuring they are as efficient as possible.; •Where possible look to reduce pollutions emitted, increasing Car Sharing and electric car plug in points.; •Actively promote recycling both internally and amongst its customers and suppliers.; •Source and promote any consumables to minimise the environmental impact of both production and distribution.; •Meet or exceed all the environmental legislation that relates to the Company and its operations.; As a company we will monitor our policies and procedures and continually look to enhance these to reflect our scale and impact on the environment.

  Equal opportunity

  HaloCRM and Halo Service Solutions as a whole is committed to creating a working environment free of bullying, harassment, victimisation and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued. We are comitted to make opportunities for training, development and progress available to all staff, who will be helped and encouraged to develop their full potential, so their talents and resources can be fully utilised to maximise the efficiency of the organisation.

  Wellbeing

  HaloCRM and Halo Service Solutions consistently advocate for best practices to uphold the physical, mental, and overall well-being of our staff, partners, and clientele. Our initiatives encompass a spectrum of measures, including unlimited paid time off, remote work policies, comprehensive mental health leave and return-to-work protocols, as well as routine health assessments, communal environments, and events. Halo is committed to providing extensive support to our partners in various capacities and remains receptive to innovative ideas aimed at further enhancing our supportive framework.

Pricing

• Price: £19 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access and personal support for 30 days.
• Link to free trial: https://halocrm.io/?utm_campaign=gcloud

Service documents

• Pricing document

  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 Tom.monaghan@imaginehalo.com. Tell them what format you need. It will help if you say what assistive technology you use.