Capricorn Ventis Ltd.

Customer Service / Customer Support with Zendesk

Capventis are helping customers to improve their Customer Service and Customer Engagement with the Zendesk platform. Zendesk is a highly scalable, market leading, omni-channel, cloud based platform. This powerfully simply technology offers the flexibility and integration capabilities that will serve the most complex and demanding Customer Care needs.

Features

• Omni-channel: Email/Web/Phone/Chat/Answer Bot
• Social Messaging: Facebook, Twitter, WhatsApp, WeChat & Line
• Web Based & Mobile Enabled
• Customer and Interaction (Ticket, Case, Service Request) Management
• Dashboards, Reports and Advanced Analytics
• Internal & External Knowledge Base
• Public and Private Communities and Forums
• Available in Multiple Languages
• Back Office, Citizen & Patient Interface (Portal)
• Integration Capabilities (Apps, Connectors & Rest API)

Benefits

• Easy to deploy
• Enable Self-Service Support
• Seamless integration
• Ability to provide an Omni-Channel eXperience
• Reduce businesses overall support costs
• Ability to provide 24/7 (customer, citizen, patient) service support
• Easy to scale
• Support mobile phone
• Increase customer satisfaction
• Faster response times for customers

£800 to £1,400 a person a day

• 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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

266896957302314

Contact

Brian O'Flynn
+44 845 313 8696
brian.oflynn@capventis.com

Planning

• Planning service: Yes
• How the planning service works: To create a cloud strategic plan for an organisation, Capventis have developed the IMPROVE Methodology Model which looks at the challenges and the opportunities for the successful delivery of a cloud solution. IMPROVE can scale from the smallest scope to the largest programme. The Capventis service is to facilitate the IMPROVE journey for and with the people (Business and Customers) involved. We engage with the main stakeholder/s to scope out and plan for IMPROVE, and then work with them through all defined and agreed stages. It can apply at the conception/inception phase (MAP, Planning and Measure) to provide the insight, through to the design and planning stages to get agreement and executive approval , and on to the delivery stages to create and deploy solutions. Capventis works with leading technologies focusing on Customer eXperience Management, Analytics, Data Management and Integration. Digital solutions is all about sourcing, integrating, processing, delivering and transacting data. Typically this sits around and between the main operating systems of the organisation. Connecting silos and streaming experience and processes.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Zendesk
  • Zendesk Support
  • Zendesk Guide
  • Zendesk Messaging
  • Zendesk Talk
  • Zendesk WFM
  • Zendesk QA
  • Ultimate AI
  • Sunshine Conversation
  • AI Agent

Training

• Training service provided: Yes
• How the training service works: Training will be discussed as part of the scope of the project. For Zendesk Solutions, we provide training packages including admin, user and end user training.
• Training is tied to specific services: Yes
• Services the training service works with: Zendesk

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Capventis has established the “Brilliant Basics” concept to implement cloud system. Brilliant-Basics means designing for the fundamentals and keeping things clear and simple. Zendesk provides for a very rich, but an intuitive platform. This can be designed and implemented quickly, facilitating a rapid migration to the transformed model. The design, and related business input is about putting in place the essentials for tomorrow. Get the basic components in first, and follow later with enrichment and evolution, at a pace that suits you. The advantage of this approach is an (enforced) simplification of the initial project, allowing us to build out a system that is structurally aligned to the business, and to focus on business migration. Everybody likes this in our experience. It gives ownership and control to the organisation, and allows it to drive further evolution according to what they believe they need, and will work. After the initial project, there should be no need for significant later phases. Continuous improvement should involve small, discrete and easily managed sub-projects. These would be scoped, configured, tested and deployed in days, rather than weeks. The means to implement continuous improvement would be established from the outset.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Zendesk

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The project management / quality approach adopted by Capventis is an in-house approach that has been developed over many years of successfully delivering projects to clients. The approach has taken the best elements of well-known methodologies such as Prince, PM3, Scrum, Sure Step, Kepner Treghoe, etc. but has refined these methods down to make for a far simpler more efficient and effective delivery methodology aligned to the needs of cloud systems. Quality Assurance is embedded in the very fabric of all that Capventis does and it is managed at all levels from the consultant to the project manager and up to the Lead Architect. The Quality Assurance is evidenced in the Blueprint Documentation, in the on-going maintenance of the SoW and in the publication of weekly status reports that tracks progress against plan. On completion of a piece of configuration the work is cross referenced with the Blueprint by both the developer and lead analyst. As part of the weekly progress project review the status of each piece of work is confirmed in terms of budget, timeline and quality, finally the work is inspected and approved by the Client UAT Team.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
• How the support service works: Capventis is able to provide ongoing support to clients by providing a second line support service on a drawdown services mechanism as and when needed by the client team. Services types including management, advisory, analysis, design, configuration, integration, testing and training. The drawdown services typically apply where a business solution is already in place, which requires regular or ad-hoc services from Capventis in support of the client team.

Service scope

• Service constraints: Support is provided Monday to Friday from 9:00am to 5:00pm, but additional support can be arranged.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA response time is within 1 hour of an issue been raised. Support is provided Monday to Friday from 9:00am to 5:00pm. Additional Support can be arranged by special agreement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Capventis provides an organisation with a standard support level agreements which are delivered on a flat fee structured basis. Additional support can be arranged by special agreement. Each support request will be assigned to a single point of contact. In addition to the single support contact, every client is allocated both a technical project manager and a commercial manager.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Zendesk

Staff security

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

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: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity

  Fighting climate change

  Our programs and solutions incorporate remote access features, reducing the need for physical meetings and travel, thereby contributing to the reduction of carbon emissions.

  Covid-19 recovery

  Our services support organisations to adapt to new remote work environments and customer service needs brought by Covid-19. Capventis and Zendesk enhance and improve digital interactions between the customer and the organisation.

  Equal opportunity

  Ensuring inclusivity by providing accessibility options and multilingual support, allowing all customers to participate regardless of their backgrounds.

Pricing

• Price: £800 to £1,400 a person a day
• 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 brian.oflynn@capventis.com. Tell them what format you need. It will help if you say what assistive technology you use.