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TRUSTMARQUE SOLUTIONS LIMITED

TRUSTMARQUE Enterprise Connectivity Customer Experience/Success CX

A suite of CX-Services ranging from training/on-demand coaching to adoption plans/incubation services. Adoption is integral to Cisco’s entire CX Strategy, which is built on managing a customer effectively throughout the lifetime of their engagement. Trustmarque offers a comprehensive portfolio of CX Services to optimise your Cisco investments.

Features

  • Alignment of a dedicated CSM to drive prioritisation of adoption
  • Stakeholder Engagement Matrix that aligns Use case and KPI’s.
  • Recording available IT use cases against current state install base
  • Capturing desired outcomes as the expected business value
  • Adoption service structure to support those goals and future priorities
  • Record time to value and unexpected value.
  • Capture any challenges and barriers to success with proactive resolution
  • Continuation of thought leadership and innovation against technology road map

Benefits

  • Drive adoption to realise outcomes of the Cisco technology
  • Helps improve organisational and operational advancement and maturity
  • Places customer experience at the heart of project delivery
  • Helps track improvements in your customers experience.
  • Improved user adoption of solution for more efficient workforce
  • Empowering teams to leverage the full functionality of the solution
  • Proactive problem-solving and preventative measures minimise downtime.
  • Data-driven insights to enable informed decision-making around your IT strategy.
  • Ensuring user adoption, optimising usage, and identifying new value streams
  • Access add-on service offerings for future requirements and growth

Pricing

£450 to £1,500 a unit a day

  • Education pricing available

Service documents

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

Framework

G-Cloud 14

Service ID

3 3 4 5 9 2 9 5 6 7 4 3 7 8 1

Contact

TRUSTMARQUE SOLUTIONS LIMITED Lorraine Spence
Telephone: 01904 924089
Email: tenders@trustmarque.com

Planning

Planning service
Yes
How the planning service works
Trustmarque understands that IT is no longer a single point of supply and is now an ecosystem of interlinked and interlocked services that touch all functions of a business. Our approach marries with the complexity that this presents to our customers. We have found that as our customers have become more adept and conscious of digital IT we have had to ensure we engage earlier, more frequently and across design, deliver and ongoing development stages. Aspects like lifecycle, adoption, addition, and future development are now vital conversation points across the piece and the approach must now encompass Service Delivery, Customer Experience, Service relationship management and Lifecycle
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Cloud Hosting - Security
  • Cloud Hosting - Collaboration
  • Cloud Hosting - Data Centre
  • Cloud Hosting - Enterprise Networking
  • Cloud Software - Security
  • Cloud Software - Collaboration
  • Cloud Software - Data Centre
  • Cloud Software - Enterprise Networking

Training

Training service provided
Yes
How the training service works
As part of a holistic suite of services Trustmarque offers advanced training to clients as well as Day 1 and Day 2 ongoing training services.

This formulates part of our stack of professional services
Training is tied to specific services
Yes
Services the training service works with
  • Cloud Hosting - Security Portfolio
  • Cloud Hosting - Collaboration Portfolio
  • Cloud Hosting - Data Centre Portfolio
  • Cloud Hosting - Enterprise Networking Portfolio
  • Cloud Software - Security Portfolio
  • Cloud Software - Collaboration Portfolio
  • Cloud Software - Data Centre Portfolio
  • Cloud Software - Enterprise Networking Portfolio

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Commonly a solution needs a more detailed degree of clarification to more fully scope out the requirement presented and understand the priorities of an organisation with their strategy. Trustmarque's multi departmental presales methods allow us to capture these elements so that we can align costs and benefits and priorities that may need phased. This early discussion is critical in presenting solutions with options, add-ons, modules or phases to better enable decision making
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Cloud Hosting - Security Portfolio
  • Cloud Hosting - Collaboration Portfolio
  • Cloud Hosting - Data Centre Portfolio
  • Cloud Hosting - Enterprise Networking Portfolio
  • Cloud Software - Security Portfolio
  • Cloud Software - Collaboration Portfolio
  • Cloud Software - Data Centre Portfolio
  • Cloud Software - Enterprise Networking Portfolio

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Underpinning the Cloud Support service approach is direct link to our Customer Experience methodology which is underpinned by robust quality assurance and performance testing. Trustmarque have worked hard to change the engagement model from the traditional and old fashioned “design-deliver-support” to one that has multiple touch points with a view to offering development opportunities through the lifecycle of a project including UAT, SAT and bespoke adoption services. Support can range from break/fix through to managed services across all technologies in our portfolio but a swing to a more DevOps method is integral in maximising quality assurance and performance testing during and post delivery and day 2 processes.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme

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
Trustmarque's full stack of services includes ongoing support for all areas of our portfolio within technologies hosted in Trustmarque Data Centres, within our clients' environments or 3rd party proprietary cloud environments

Service scope

Service constraints
Particular constraints would need to be further understood as part of service scoping and project take-on.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
We offer Standard SLA's which underpin our response times. However, we would commonly see responses to questions within a 2 hour window
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
P1 - 30 mins
P2 - 1 Hour
P3 - 4 Hours
P4 - 1 Day

Cost is determined on a contract by contract basis and an entire team of named technical and support engineers are assigned to each customer

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Cisco, HP Aruba, Gamma

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
Lloyd's Register Quality Assurance Limited
ISO/IEC 27001 accreditation date
06/03/2020
What the ISO/IEC 27001 doesn’t cover
The scope is applicable to:
Information Security for the provision and support of the end-to-end IT services; software, cloud, cyber security, managed services and datacentre solutions; including strategy, planning and integration, licensing, deployment, and management of third-party service providers.
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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. We have set a target to achieve net zero by 2035. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working, green software solutions and associated services from innovative suppliers to promote digital environmental innovation, promoting sustainable procurement. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Covid-19 recovery

Trustmarque can provide re-training for those left disadvantaged by Covid-19 through skills training, CV and interview workshops. We promote employment and skills by working with Buyers to identify individuals who can benefit from our incentives, which can include workshops to develop and help those who face barriers to employment and increase digital accessibility for communities and hard to reach groups. We can also provide access to apply for apprenticeship and work experience opportunities. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Tackling economic inequality

Trustmarque tackles economic inequality through operating a diverse supply chain including many SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Equal opportunity

Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Trustmarque is a Level 1 Disability Confident employer, demonstrating our commitment to employing a diverse workforce so all can flourish. We are committed to a policy of treating all its employees and applicants equally. We are committed to creating an environment where diversity is valued and respected and where our people can bring their different perspectives, and whole selves to work. Inclusivity and equal opportunities for all colleagues are paramount. Trustmarque is a Living wage employer, and we offer 14–18-month apprenticeships. In February 2024 we launched Encircle our DEI network – made by colleagues, for colleagues to support Diversity, Equity, and Inclusion in the workplace. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Wellbeing

We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. We have a dedicated team of qualified Mental Health First Aiders who offer support to all Trustmarque Group Colleagues to offer advice regarding how to support and signpost – this is linked to the ALGEE mental health action plan. The Work+Wellbeing team also facilitate workshops or share resources to support wellbeing within the workplace, this can be found on our Work+Wellbeing team via the Trustmarque Hub. We have an Employee Assistance Programme which is available 24/7 to all Trustmarque Group Colleagues. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Pricing

Price
£450 to £1,500 a unit a day
Discount for educational organisations
Yes

Service documents

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