CloudSource Ltd

Microsoft Dynamics 365 Sales (CRM)

Microsoft Dynamics 365 Sales module underpins a digital selling & customer retention journey through data driven insights.

CloudSource tailor the Sales module for public sector organisations, to deliver digital citizen acquisition, on-boarding and insight processes.

CloudSource offer an end-to-end service, from design thinking workshop, prototyping, implementation and managed services.

Features

  • Digital sales process with omni-channel capabilities
  • Market leading expertise from a Microsoft Gold Partner
  • UK hosted secure Public Cloud
  • Configurable security model
  • Secure Data Management & Analytics
  • Agile working aligned to GDS standards
  • End-to-end capability, from solution definition, implementation to business adoption
  • Business change management and delivery
  • Service transition to business-as-usual continuity team
  • Mirror customer working practices

Benefits

  • Single view of customer with actionable customer insights
  • Integrated sales operations streamlining the sales process
  • Improved customer service and satisfaction
  • Manage leads more effectively based on priority
  • Effective communication with leads and customers
  • Increased sales team productivity
  • Better sales qualification reducing cost of sales
  • Improved coordination between sales and marketing
  • Monitor customer relationship health from the platform
  • Close opportunities faster

Pricing

£49 a licence

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 susannah.williams@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

3 5 7 3 8 6 1 6 1 2 4 0 1 1 0

Contact

CloudSource Ltd Susannah Williams
Telephone: 07813082217
Email: susannah.williams@cloudsource.uk.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
None
System requirements
None (delivered SaaS).

User support

Email or online ticketing support
Yes, at extra cost
Support response times
This would be dependent on the client requirements and agreed ‘response’ service level agreement (SLA). We operate a number of different bespoke SLA models across our client base.
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
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Chat is instigated through the CloudSource support portal.
Onsite support
Yes, at extra cost
Support levels
CloudSource provide second line support to the client's Business Support Teams which are available via Portal, phone and email. An issue or request is captured as a ticket and progressed by a Support Consultant.

Support levels are based on severity of the issue ranging from P1 (critical) to P4.
Response Times are:
P1 - 30 mins
P2- 1 Hrs
P3 - 4 Hrs
P4 - Next day

A Support Consultant is allocated to the issue to resolve, with the ability to call on other resources within the Managed Services department or the wider development, testing, consulting or project management teams within the company.

We operate various commercial models for support ranging from pure 'Time & Materials' (T&M) through to premium support with a one-off cost for unlimited consumption. Standard T&M hourly support costs are currently £130 per hour plus an annual retainer fee dependent on complexity of a solution. Premium support models will need to be priced on an individual bid basis.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
To access the Dynamics 365 Sales module the end user needs to be allocated the required software license.

CloudSource makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service.

Microsoft offers a range of services to organisations, e.g. FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video
End-of-contract data extraction
Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the Azure Synapse Link for Dataverse.
End-of-contract process
CloudSource have an established knowledge and information transfer set of processes that enables end clients to take full control of all data and systems.

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
Configurable to client requirements.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Application Programmable Interface.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None
API
Yes
What users can and can't do using the API
You can: Access Dynamics 365 Programmatically.

You cannot: Direct access the database.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The Dynamics 365 Sales application is a modular app built to provide capabilities tailored for sales professionals and sales managers. As an administrator or customiser, you can easily customise the tables, dashboards, forms, views, charts, and business processes included in the Sales application using the app designer, without having to write any code

Scaling

Independence of resources
Delivered SaaS to the performance metrics guaranteed by Microsoft for their data centre.

Analytics

Service usage metrics
Yes
Metrics types
Organisation service metrics are available through out of box Microsoft Dynamics 365 Sales module, reporting features, for example:
the trend of active users over time;
your top users across the system;
the level of usage of data entry forms, dashboards or reports;
most utilised e.g. leads, accounts, contacts or opportunities.
Reporting types
  • API access
  • Real-time dashboards
  • 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
Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the Azure Synapse Link for Dataverse.
Data export formats
  • CSV
  • Other
Other data export formats
XML, TXT, CSV and XLSX.
Data import formats
  • CSV
  • Other
Other data import formats
CSV and XLSX.

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Please refer to:
https://docs.microsoft.com/en-us/azure/best-practices-network-security
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Please refer to:
https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

Guaranteed availability
Microsoft commit up to 99.99% availability for the Dynamics 365 service provided by their data centre.
Approach to resilience
This information is available upon request.
Outage reporting
Outage reporting methods include but are not limited to Public Dashboards, APIs and Email Alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
CloudSource will restrict access via the Microsoft Dynamics 365 security model and license allocation.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International Ltd
ISO/IEC 27001 accreditation date
06/12/2020
What the ISO/IEC 27001 doesn’t cover
No exceptions.
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
CloudSource has designed detailed policies for information security with ultimate responsibility resting with our Senior Management Team.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
CloudSource follows a proven Configuration and Change Management process to maintain the integrity of services. We work with customers to ensure that changes and configurations are performed in line with agreed Change Management processes to reduce overall risk. As part of the overall contract governance, we propose that a Change Advisory Board (CAB) is established that approves proposed changes and assists in the security assessment and prioritisation of any changes. The CAB should be composed of major stakeholders impacted by potential changes to the services and technical staff responsible for the system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
CloudSource’s approach to vulnerability management is agreed with Customers in line with their project requirements.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Please refer to:
https://docs.microsoft.com/en-us/azure/security/fundamentals/threat-detection
Incident management type
Supplier-defined controls
Incident management approach
Please refer to:
https://docs.microsoft.com/en-us/compliance/assurance/assurance-incident-management

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

Fighting climate change

Fighting climate change

At CloudSource, since formation we have taken steps to encourage all of our staff to take public transport where possible, even supporting staff through subsidising train travel. All of our company vehicles are electric. We encourage the use of online meetings instead of business travel where possible, and in this way also influence our customers and suppliers to consider the environmental impact of their actions. Our team have always been set up to work fully remotely and this has been the case since before COVID-19.
Our IT Hardware suppliers are chosen carefully, and consideration is given to the re-use and recycling of hardware. Obsolete kit is sent for secure destruction and then recycling rather than landfill. Waste from home and offices are recycled as much as possible.
We work with our staff to ensure they consider the environmental impact of their home working environment too. This is evidenced by our Environmental Policy.
We operate a Paper-free office utilising only Cloud storage, with no usage of printers, toner, or paper used.
CloudSource are working towards net zero greenhouse emissions and will be obtaining ISO 14001 to further demonstrate our commitment to achieving net zero.
Covid-19 recovery

Covid-19 recovery

CloudSource support public sector organisations to manage and recover from COVID-19 by digitising their operations to enable them to provide more efficient and effective services. We take a consultative, collaborative, client focused approach and bring expertise in digitising central government, regulatory bodies, and healthcare organisations. We support organisations to deliver the highest possible standards of public service and achieve improved stakeholder and citizen engagement in an ever-changing world.
For public sector organisations to achieve their full digital potential, CloudSource advise and guide by driving strategy, mobilising complex transformational programmes of work and harness the power of Microsoft Cloud Technology with Azure Services, Dynamics 365, and the Power Platform to deliver more value in less time through a modernised technology platform.
Our well-versed blueprint for digital transformation within the public sector includes commonly found business processes, that include Citizen & Stakeholder Engagement, On-boarding, Complaints and Enquiries, Freedom of Information (FOI), Data Protection Act (DPA), Ministerial Correspondence, Streamlining of Contracts Management are to name just a few. Our blueprint also contains a much longer list of business processes that are more unique to Central Government Departments, Regulatory Bodies and Healthcare organisations that ensure compliance, transparency, benefit to citizens, businesses and the environment.
At CloudSource we have also taken steps to support our team in recovering from COVID-19 by providing private healthcare, including a mental health and wellbeing package, which reduces the burden on NHS services.
We have implemented hybrid working to take into account employees who are not able to return to office working or need to shield, and for those who are able to return we have a safe working environment and have implemented COVID-19 safety procedures which involves a separate risk assessment.
Tackling economic inequality

Tackling economic inequality

Maximising value to our clients, industry, and wider communities is a CloudSource priority. We will address industry skills gaps, supporting and inspiring future generations, promoting industry-wide advancements.
CloudSource will offer additional educational opportunities, through a combination of Level 3 Apprenticeships, Graduate Scheme, and Industry Placement. This will be achieved using existing links with educational institutions and employee referrals. Our COO will establish new links, advertising opportunities both locally and in deprived areas or where there are those who face barriers to employment and opportunities.
Adding value, Apprentices will be paid a full salary at CloudSource’s cost.
We will also continue to train and develop our workforce, funding:
• Annual Microsoft Certified Partner exams
• PSM1 Certification (Project Management)
• PROSCI Change Management training

CloudSource has developed a unique internal Mentorship Program: a 12-month program designed to develop the next generation of consultants. Mentees gain invaluable hands-on live-project experience, delivering additional project value but are not billed to clients. This scheme provides benefit to the customer in that they receive quality consultancy at no cost to themselves, but also serves to influence staff, suppliers and customers to support these employment opportunities as it provides mutual benefit and measurable outcomes.
CloudSource support the development of scalable and future-proofed new methods to modernise delivery and increase productivity. We do this by helping organisations to define a customer-focused process designed through a customer centric lens, powered by cloud solutions, optimised by digital collaborative design workshops and scalable through seasonal disruption. We build strategic alliances with industry partners in our client’s ecosystem and help clients to execute their digital strategy with their leadership and governance team.
Equal opportunity

Equal opportunity

CloudSource are driving positive change, championing diversity in a traditionally non-diverse industry. Ultimately, we will maximise inclusivity of opportunity, dismantling longstanding access barriers.
Equality and Diversity are embedded in our culture. These are demonstrated by our Current workforce diversity statistics:
38% are female, with 12% being female and in a senior/management role.
58% are from an ethnic minority background.
27% are female, from an ethnic minority background and are in a technical role.
10 nationalities are represented.
Encouraging diverse representation by creating new opportunities for young people will include introducing an annual two-week work experience placement at our London office, open to young women and underrepresented ethnic minority groups in ages 18-24. We plan to contact schools/colleges to advertise this opportunity, targeting deprived areas.
Visibility and Representation are vital in encouraging and inspiring traditionally marginalised groups. We have multiple strategies to maximise diverse representation and visibility:
• Our Careers video includes testimonials from employees of diverse ages, genders, ethnicities.
• We will attend local schools’ careers fairs annually with female and ethnic minority representation.
• Incorporate pride flag colours into our logo during Pride Month, and support London Pride.
We believe we do not have any barriers to disabled people in employment at CloudSource. Our offices have full disabled access, and our joiners process takes into account any reasonable adjustments required. Note – this takes place only after an offer of employment has been made and accepted. We also offer hybrid working to further support employment opportunities from disabled people.
Wellbeing

Wellbeing

At CloudSource we have created an environment where our staff feel supported and encouraged to bring their authentic selves to work. We have created a professional yet caring environment for our staff to really thrive and achieve their best. This is achieved through a highly respectful culture, one which celebrates everyone’s strengths and talents, while supporting them to grow and develop new skills at their own pace. We ensure that staff are supported with regular 1-2-1 sessions with managers and mentors, to help support them with any issues they may encounter. As we are a small company this means we develop a closer relationship with our team than may happen in larger organisations and means we can help support with any mental or physical issues if needed.
We have a comprehensive private medical insurance policy in place which includes mental health support and is fully funded by CloudSource, as we do not want the cost of private medical insurance to be a barrier to our employees gaining the help and support they need, both mentally and physically.
We also try to support our employee’s religious observance where operationally possible. We will try, on request, to amend an employee's working pattern so that breaks can be given at times that coincide with their needs for religious observance. As an alternative, we will, where possible, give employees reasonable time off during working hours for religious observance.

Pricing

Price
£49 a licence
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
28 day trial period.
Link to free trial
https://www.cloudsource.uk.com/contact/

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 susannah.williams@cloudsource.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.