Total Enterprise Solutions

Microsoft Dynamics 365 Customer Relationship Management (CRM)

Microsoft Gold Partner deployment and license management of Microsoft Dynamics D365 Customer Relationship Management (CRM) capability, helping organisations to engage more effectively with their stakeholders creating targeted and insight driven communications, delivering more productive relationships, and improving oversight and automation of operational processes that deliver service efficiency and effectiveness gains.

Features

• Self service citizen, employee and stakeholder portals
• Centralised single view of customer improves knowledge of customer needs
• Informed decisions - embedded business intelligence, capture of data-driven insights
• Customer service features that support proactive and targeted interactions
• Boost productivity through seamless integration with Microsoft Office
• Social media integration, including Microsoft Social Listening
• Secure, GDPR compliant service, providing intuitive/ automated workflow operational support
• Cloud-based service supporting hybrid working environments across any mobile device
• Microsoft Dynamics Gold Partner expertise
• Strong service governance through ISO27001, Cyber Essentials Plus, ITIL, NPS

Benefits

• Automation helps employees focus on the most important tasks
• Easier, more accessible and improved citizen engagement
• Cloud accessible across any mobile device ensuring service/business continuity
• Microsoft Office integration maximizes operational productivity/ removes duplication of effort
• Reduction in training through intuitive Microsoft platform
• Improved citizen satisfaction
• GDPR compliant, building trust through managing citizen data with respect
• Data-driven insights driving tasks and engagement more effectively
• Cloud services reducing infrastructure, data storage, maintenance, and security costs
• Simplifies internal/ external communications, tracking, monitoring and recording all interactions

£49 a user a month

• Education pricing available
• 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 claire.irving@totalenterprisesolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

299402876362807

Contact

Claire Irving
0345 257 8241
claire.irving@totalenterprisesolutions.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Microsoft Dynamics 365
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: There are no service constraints.
• System requirements:
  • Microsoft Edge
  • Google Chrome 77.0 for Windows
  • Mozilla Firefox 69.0 for Windows
  • Safari 12.0 for macOs
  • Internet Explorer 11
  • Microsoft Office 365, Microsoft Office 2019, or Microsoft Office 2016
  • Windows 10 S, Home, Pro, Enterprise, Education (32-bit and 64-bit)
  • Android 6.0 or higher (tablet and phone)
  • IOS 10.0 or higher (iPad and iPhone)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times link to the support case priority, as described in our SLA's.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Our support portal is ServiceNow is developed with the goal of adhering to the guidelines in WCAG 2.0. With continual testing to ensure that the ServiceNow interface is accessible to users with disabilities.
• Onsite support: Onsite support
• Support levels: Our support services are available via our UK based support portal, using the leading ServiceNow service technology to provide a modern approach to customer support. We have strict SLA’s for each of our support case priority, as outlined: Priority 1 – Target Response 10 minutes, Resolution Target 4 hours. Priority 2 – Target Response 30 minutes, Resolution Target 1 day. Priority 3 – Target Response 2 hours, Resolution Target 4 days. Priority 4 – Target Response 2 hours, Resolution Target 7 days. In tandem to our support desk we provide dedicated Account Manager who work with you to get the maximum value from your Microsoft Dynamics investment and develop a roadmap based on upcoming feature releases. Our support desk is completely aligned to ITIL v4 continued service improvement to ensure that we are continually delivering world class services. In addition we use Net Promoter Score (NPS) and Customer satisfaction (CSAT) surveys to get feedback from our customers on 'how well we've been doing?'.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a proven methodology to empower users through onsite training.; There are also live webinars, videos, customer source portal and user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be exported in various electronic devices. We are ISO 27001 certified and are safe handling your data. ; We do not store any of your data on our servers.
• End-of-contract process: TES are happy to assist with transitional activities at the end of a contract. This may be chargeable depending on the nature of the work required.

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
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Microsoft Dynamics 365 for sales is designed for mobile and desktop use as standard with the same level of functionality.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: All areas of the application can be deployed through API to seamlessly interact with all Microsoft applications as well as other 3rd party solutions.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Microsoft dynamics 365 for sales can easily customise the workflow, reports and dashboards to suit your needs. This is controlled by the system administrator via the system console.

Scaling

• Independence of resources: Microsoft Online Services utilises various Cloud Scale technologies which ensures multi-tenant services are not affected in terms of peak usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Regular updates are shared via our ServiceNow support desk.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• 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: Data can be imported or exported as required. It can be stored locally or in the Cloud.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: TXT.
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: TXT.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Microsoft Azure commits to guaranteeing at least 99.9% availability of service per month. If Microsoft fails to meet this SLA customers are given service credits based on the following: < 99.99% =10% credit <99% = 25% credit <95% = 100% credit.
• Approach to resilience: Resilience is built into the Azure environment by design consisting of High Availability - Maintaining acceptable continuous performance despite temporary failures in services, hardware, datacenters, or fluctuations in load. Disaster recovery - Protection against loss of an entire region through asynchronous replication for failover of virtual machines and data using services such as Azure Site Recovery and geo-redundant storage (GRS) Backup - Replication of virtual machines and data to one or more regions using Azure Backup. Further detail can be provided upon request.
• Outage reporting: Outages are communicated via dashboards API's and email/ phone alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Password entry
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: BSI
• ISO/IEC 27001 accreditation date: 31/12/2017
• 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: Yes
• 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: We have a information security management system implemented under our ISO 27001 certification. This describes multiple policies and adherence to these is assessed through regular management reviews. ; This can be evidenced on request.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Configuration and change management processes are described in the ISMS-03-002 process of our Information Security Management System (ISMS) which is available on request. This outlines procedures for change scoping, change advisory board (CAB), risk management and deployment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management is described in the ISMS-03-003 Risk Assessment Procedure of our Information Security Management System (ISMS) and is available on request. It outlines how to identify, classify and manage risks in the context of information security and business continuity.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Microsoft processes are: Detect: This is the first indication that a security event has occurred and initiates an investigation. Assess: An incident response team member assesses the impact and severity of the event. Diagnose: Security response experts conduct a technical/forensic investigation to identify containment, mitigation, and workaround strategies. If needed the customer incident notification process begins in parallel. Stabilize and recover: The incident response team creates a recovery plan to mitigate the issue. Crisis containment steps such as quarantining impacted systems may occur immediately. Close: The incident response team creates a post-mortem record that outlines the details of the incident.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: The Information Security Management System (ISMS) implemented as part of our ISO 27001 certification includes a security incident management policy ISMS-02-009 (available on request). This classifies security incidents describes how to report them and also the activities of the Security Committee.

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: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Implementing Microsoft solutions within Total Enterprise Solutions (TES) can contribute to addressing climate change by optimising resource usage and promoting sustainability. Microsoft's cloud computing platforms, such as Azure, enable TES to streamline operations and reduce energy consumption through virtualisation and efficient data centre management. Additionally, Microsoft's AI and data analytics tools help TES optimise supply chains, minimise waste, and identify opportunities for energy efficiency improvements. By leveraging Microsoft's collaboration tools like Teams and SharePoint, TES can facilitate remote work and reduce the need for travel, thereby decreasing carbon emissions associated with commuting and business travel. Furthermore, Microsoft's commitment to renewable energy and carbon neutrality aligns with TES's sustainability goals, providing opportunities for collaboration on renewable energy projects and carbon offset initiatives. Through community engagement efforts supported by Microsoft solutions, TES can raise awareness about climate change and empower employees and stakeholders to take action towards sustainability. By harnessing the power of technology to drive environmental stewardship and promote sustainable practices, TES can play a significant role in mitigating climate change and building a more resilient future.

  Equal opportunity

  Implementing Microsoft solutions within Total Enterprise Solutions (TES) can bolster social value by promoting equal opportunity. Microsoft's accessibility features ensure that individuals with disabilities can fully participate in employment opportunities within TES. The remote work capabilities of Microsoft tools like Teams and Office 365 enable flexibility, accommodating diverse needs and circumstances. By integrating Microsoft's training resources into TES solutions, employees from all backgrounds can access skill development opportunities, fostering upward mobility. Additionally, Microsoft's data analytics tools empower TES to make objective, data-driven decisions, mitigating biases and promoting fairness in hiring and promotion processes. Through community engagement initiatives facilitated by Microsoft solutions, TES can support programs aimed at promoting equal opportunity, such as job training and diversity recruitment efforts. Together, these elements create an ecosystem where technology serves as a catalyst for inclusivity and fairness, advancing TES's mission to deliver social value through equal opportunity.

  Wellbeing

  Implementing Microsoft solutions within Total Enterprise Solutions (TES) can enhance employee well-being by fostering a supportive and inclusive work environment. Microsoft's collaboration tools like Teams and SharePoint enable seamless communication and collaboration, facilitating work-life balance and reducing stress for employees. Additionally, Microsoft's productivity tools, such as Office 365 and Outlook, help streamline tasks and manage workloads, empowering employees to achieve their goals more efficiently and effectively. By leveraging Microsoft's AI capabilities, TES can personalise employee experiences, providing tailored support and resources to promote mental health and resilience. Moreover, Microsoft's commitment to accessibility ensures that employees with disabilities have equal access to opportunities and accommodations, fostering a culture of inclusion and belonging within TES. Through community engagement initiatives supported by Microsoft solutions, TES can promote employee wellness beyond the workplace, offering resources and support for physical fitness, mindfulness, and work-life balance. By prioritising employee well-being and leveraging technology to support holistic health, TES can create a positive and empowering work environment where employees thrive personally and professionally.

Pricing

• Price: £49 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30-day free trial

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 claire.irving@totalenterprisesolutions.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.