ARETEANS TECHNOLOGY SOLUTIONS UK LTD

Customer Engagement as a Service

Areteans excels in every aspect of Customer Decision Hub (CDH), from setup to system integration, application support and business enablement. Our dedicated Decisioning Centre of Excellence (CoE) offers advisory services and innovative solutions for marketing operations backed by a rich library of assets.

Features

• Turn-key business solution to drive customer engagement
• Consistent and relevant omni-channel actions and offers
• Configure, deploy, manage, and grow enterprise customer engagement
• Set up of Pega CDH Instance managed by Pega Cloud
• Areteans accelerators and Industry templates deployed
• Operating and governance models established
• Change management consultancy
• Joint GTM plan for target organisations
• Joint governance to ensure quality including regular value assurance

Benefits

• Greater Return on Investment for your customer engagement programme
• Increased total revenue
• Faster campaign delivery times
• Improved contextual customer engagement
• Cost savings across campaigns
• Higher and sustained NPS
• Reduction of complexity

£30 to £170 a unit an hour

• Education pricing 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 jatin.patel@areteanstech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

208734263387697

Contact

Mr. Jatin Patel
+44 7738 310 951
jatin.patel@areteanstech.com

Planning

• Planning service: Yes
• How the planning service works: Successful implementation of cloud hosting and software services requires solid foundations. Areteans ensures that all initiatives have a clear vision and that business cases are documented and agreed upon. Each initiative is brought to life through unambiguous requirements (both functional and non-functional) that are documented and agreed with the right stakeholders.; We work with impacted stakeholders to prioritise the requirements, recognise organisational and technical dependencies and constraints, and form a delivery plan that aligns with the clients or our delivery methodology (Agile, Waterfall, or hybrid).; Working collaboratively with our clients, we ensure that this plan has appropriate technology and delivery governance controls that allow senior stakeholders to understand how and when the delivery will realise the desired outcomes. ; When we asked our clients what the difference was working with Areteans compared to other consultancies, the most frequent answers were our relentless client focus and a sense of genuine partnership and shared endeavour.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Pega Platform (Pega Cloud)

Training

• Training service provided: Yes
• How the training service works: "Areteans has extensive experience upskilling resources through structured training, coaching, on-the-job learning and communities of practice. Training is tailored to clients’ needs: typically, requirements are determined through initial assessment, with training roadmaps subsequently developed and reviewed at regular intervals. For some clients, we may deploy dedicated training and coaching into the engagement to accelerate success.; We can provide structured classroom and/or online training via a modular curriculum delivered by Areteans experts if needed. Training can encompass tailored simulations in real environments supported by one-to-one pairings with experienced Areteans consultants. Coaching/mentoring is often particularly effective. We can embed coaches within teams or provide one-to-one pairings. We can also draw on pools of experts to augment our coaching and training with focused workshops on particular skills or practices. Other training services we provide include Co-working on delivery, on-the-job training, job shadowing, guided experiences and scenario-based learning, events, e.g. lunch and learns, guest speakers and drop-in clinics. We also support the development of central repositories of information and learning, e.g. dedicated SharePoint sites, Wikis, etc. with search capabilities.; We also facilitate the establishment of communities of practice to complement our training and provide support after we leave."
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Utilising a methodical and data-driven approach, our cloud migration services are designed to support organisations in setting up or transitioning between various cloud hosting architectures—be it public, private, hybrid, or on-premises.; Our cloud migration service begins with a detailed planning phase, focusing on collating requirements, understanding constraints, and defining desired outcomes. We leverage our proprietary Current State Assessment tool to analyse metadata across our client’s IT estate.; Through structured workshops with our clients Subject Matter Experts (SMEs), we capture detailed views on current capabilities and financial constraints, ensuring that our migration strategy aligns with operational and budgetary needs. Our certified architects work collaborative with our clients to understand and refine IT strategies and governance, developing a tailored change roadmap.; This roadmap includes architectural patterns tailored to client needs, allowing us to efficiently plan the migration by mapping current solutions to future state architectures. We prioritise applications for migration based on business needs and system interdependencies and outline the necessary cloud products and key decision points.; This ensures a seamless transition to the cloud, aligning with strategic goals and minimising operational disruption. This process accelerates the migration and ensures that the new cloud environment meets our client’s long-term business objectives.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: "Our Delivery Methodology integrates quality assurance (QA) and testing throughout the project lifecycle, ensuring it's a core part of how we work rather than an ‘bolt-on’. We manage all aspects of QA, including quality oversight, governance, and robust project management.; Our QA delivery domains encompass assurance oversight; accountability for assurance delivery and quality throughout project and programme lifecycles; processes and governance; project and programme management, and delivery governance.; We offer comprehensive testing services to ensure quality and performance from start to finish. This includes crafting tailored testing strategies, implementing test automation, and conducting User Acceptance Testing (UAT). Our focus on performance testing assesses system responsiveness, peak load handling, and transaction volume capacity, identifying any potential issues that could impact performance under stress.; From the outset, we strive to quickly add value and maintain high productivity. Acting as a ""critical friend,"" we provide guidance and coaching to enhance our clients' organisational capabilities and improve project outcomes. We efficiently use existing client setups to minimise resource drain and engage closely with stakeholders to understand their goals and ensure our solutions meet their quality standards. This approach fosters an environment where honest and constructive dialogue drives the acceptance and success of our solutions.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide comprehensive ISO20000-1 certified, ITIL compliant service and incident management for delivery/operation of cloud services. We deliver end-to-end support services from L1 to L4, including call logging (and auto-generated ticketing through cloud provider integrations), incident/problem management, software/hardware vendor engagement, maintenance of a known errors database and regular reporting, supported by robust SLAs/OLAs.

Service scope

• Service constraints: There are no constraints to this service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: "Our response time is variable based on the level of support chosen. We offer support from business hours Monday - Friday up to full 24x7 support. ; ; Our standard response times are:; P1 = Within 30 Minutes; P2 = Within 30 Minutes; P3 = Within 1 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: No
• Support levels: "All reported incidents, administration and consultancy requests are assigned a priority level as agreed between the customer and Areteans. Our Priority levels, response and resolution targets are detailed below. ; Target response and resolution times are effective during service hours. Response times are the maximum time within which a Service Technician will be assigned to the call to conduct an initial investigation. ; Each support customer is assigned a Service Manager in addition to Areteans’s Account Manager. ; Each case raised is allocated to a Service Technician who sees the case through to completion. ; Support costs are dependent on the volume of support required and costed individually per customer.; ; P1 - Total loss of the services rendering the applications unusable; Target response time: 30 mins; Target restoration time: 2 hours; Target resolution time: 1 Business day; ; P2 - Partial loss of the services, process still usable via alternative system functionality; Target response time: 30 mins; Target restoration time: 8 hours; Target resolution time: 2 Business days; ; P3 - Cosmetic error or minimal business impact; Target response time: 1 hour; Target restoration time: 2 Business days; Target resolution time: 5 Business days"

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LQRA Limited
• ISO/IEC 27001 accreditation date: 24/11/2023
• What the ISO/IEC 27001 doesn’t cover: All offerings are in scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: SOC 2 Type 2 report from an independent audit firm

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Areteans is part of the Omnicom (NYSE: OMC) portfolio and a premier Pega agency of the group providing 100% Pega focused consulting and implementation services. Areteans being part of the larger group adheres to the group’s carbon reduction plans and getting started in the sustainability drives by creating pragmatic baseline emissions calculations. We are setting up realistic sustainability goals to align with Omnicom Group’s goals. We are also striving to achieve to go towards net zero in near future. cZero: We are introducing carbon reduction capability for our customer to drive greater maturity and reduction in their footprint through our applications built on Pega.Please refer to https://areteanstech.com/reducing-carbon-footprint/ for more details

  Covid-19 recovery

  Yes, Areteans has a formal Business Continuity and disaster recovery Planning and the plan is intended to enable a quick and smooth restoration of operations after a disruptive event llike Covid - 19. It includes business impact analysis, where each critical business function has been reviewed to determine the maximum allowable downtime before causing significant degradation to Areteans business operations. Covid -19 recovery plan includes testing, awareness, training, and maintenance. The plan also defines actions to be taken before, during, and after an incident, disaster or any unforeseen situations e.g Covid -19, emergency situations like war and natural calamities.; E.g., When Covid-19 pandemic broke out, Areteans made sure to support all of its clients across the globe through our recovery strategies. We not only provided the requisite number of resources, but we also ran high-speed sprints with appropriate contingency planning to ensure that we support client’s deadlines and commitment to business without any slippage throughout the pandemic.

  Tackling economic inequality

  Yes,Areteans has specific policies related to this area: Equal Employment Opportunity & Diversity Policy, Global Code of Conduct & Ethics Policy, Environment Policy and Human Rights & Equality Policy. Our hiring and talent management approach is fully aligned to our stated policy of addressing economic inequality. The policies are aligned to the local need and local regulation for the markets we have presence in As an example, in one of our market, we have recently partnered with WithYouWithMe to enhance the employability prospects of veterans after their service, while providing tangible benefits to the local economy through effective training and digital skills. The partnership is designed to build-up a talented pool of digitally trained professionals that will provide a valuable contribution to a modern economy.

  Equal opportunity

  We aim to create an environment in which individual contributions and that of all team members are recognized and valued. We ensure that training, development, and career progression opportunities are equally available to all the employees. All employees, no matter whether they are part-time, full-time, individual contractor, on probation are treated fairly and equally with respect and given equal access to training and development opportunities. All employees are given help and encouragement to develop their full potential and utilize their unique talents. Therefore, the skills and resources of our organization are fully utilized, and we eventually maximize the efficiency of our whole workforce

  Wellbeing

  Areteans recognizes that it has a responsibility to the well being of the employees and is committed to providing and maintaining a healthy and safe working environment with a view to continuous improvement .We aim to create an environment in which individual contributions and that of all team members are recognized and valued. We ensure that training, development, and career progression opportunities available to all the employees. All employees, no matter whether they are part-time, full-time, individual contractor, on probation are treated fairly and equally with respect and given equal access to training and development opportunities. We have occupational health and safety policy that provides guidelines for establishing and implementing wellness programs that reduces workplace hazards , protect health and promote employee health. All employees are given help and encouragement to develop their full potential and utilize their unique talents. Therefore, the skills and resources of our organization are fully utilized, and we eventually maximize the efficiency of our whole workforce. We are pursuing multiple initiatives to for enriched work-life balances for our employees. Example - No internal call on Friday, Mental health awareness, Employee assistance program, Work place Ergonomics, Flexible working model for Post-Covid return to office programs to encourage collaboration and assist in the transition process.

Pricing

• Price: £30 to £170 a unit an hour
• Discount for educational organisations: Yes

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 jatin.patel@areteanstech.com. Tell them what format you need. It will help if you say what assistive technology you use.