SAGlobal (Europe) Ltd

Microsoft Dynamics 365 CRM (CE) Implementation

D365 CRM offers a set of CE solutions that improve how you interact and do business with your customers. Designed to help you manage your client relationships by streamlining processes, centralizing client information, providing analysis, and enabling responsive customer service, the solutions cover Sales, Customer Service, Marketing and Field Services.

Features

• Contact & Client management
• Engagement platform
• Forecasting and pipeline intelligence
• Digital selling
• Pipeline & Lead management
• Visual insights
• Simplified opportunity-to-invoice process
• Customer 360 view

Benefits

• Provide self-service support
• Personalise customer interactions using connected experiences
• Increase agent productivity
• Use AI-driven insights and analytics to improve customer experiences
• Detect and correct problems before your customers even notice

£750 to £1,760 a unit a day

• 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 WilliamT@saglobal.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

365087087189112

Contact

Will Townsend
+44 29 21055902
WilliamT@saglobal.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: There are no constraints.
• System requirements:
  • Software Licenses
  • Microsoft Azure cloud access

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We work to mutually agreed SLAs
• 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
• Onsite support: Yes, at extra cost
• Support levels: We provide a range of support options. The cost of support is based on the complexity of each individual businesses needs, not on the support provided. ; We typically work to standard SLAs across the business and we can provide customised SLAs depending on the business requirements.; As part of our standard managed service agreements we can include technical or cloud support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Part of our business ready solutions we provide customised training
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract a limited version of their data via the customer portal. If they need more than the portal provides, the Managed Services team can provide support of the exact customer needs.
• End-of-contract process: Mutual terms will be agreed at the inception of the contract

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences, it is browser support.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: We provide a secure customer portal
• Accessibility standards: None or don’t know
• Description of accessibility: Log, review and expedite support requests via the secure customer portal ,via telephone or email to the Managed Service team
• Accessibility testing: Our systems are built on Microsoft platform and we take advantage of the inherent accessibility features,
• API: No
• Customisation available: Yes
• Description of customisation: We can build specific Managed Service offerings to meet the business requirements.

Scaling

• Independence of resources: We work to agreed SLAs, continually monitoring resources and formal processes for monitoring the team. As a global company we have resources outside of the immediate team that we can call on.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a monthly customised report for clients which includes statistics of work carried out during the month and SLAs.
• Reporting types: Regular reports

Resellers

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

Staff security

• Staff security clearance: Staff screening not performed
• 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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Either via the portal or on request
• Data export formats: CSV
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: We adhere to Microsoft SLAs service agreement through Microsoft Azure hosting
• Approach to resilience: For full details on our approach to resilience, please request the information directly from sa.global or follow the link:; ; https://docs.microsoft.com/en-us/compliance/assurance/assurance-data-resiliency-overview
• Outage reporting: This will be determined during the initial contract and set up but can include email and API alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Please see the policy below that outlines the access restrictions:; https://saglobal.sharepoint.com/:b:/r/sites/ITCOE/ITCOE%20site/Policies/ISMS-DOC-A09-1_Access_Control_Policy.pdf?csf=1&web=1&e=jjtKP6
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Security Essentials Plus; We are currently pursing ISO 27001
• Information security policies and processes: We follow the ISO27001 standardised policies

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Please refer to the document below:; ; https://saglobal.sharepoint.com/:b:/r/sites/ITCOE/ITCOE%20site/Policies/ISMS-DOC-A12-2_Change_Management_Process.pdf?csf=1&web=1&e=SiJilo
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The vulnerability management approach is detailed below:; https://saglobal.sharepoint.com/:b:/r/sites/ITCOE/ITCOE%20site/Policies/ISMS-DOC-A12-8_Technical_Vulnerability_Management_Policy.pdf?csf=1&web=1&e=Pah0RL
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please see the policy below that outlines our protective monitoring processes:; https://saglobal.sharepoint.com/:b:/r/sites/ITCOE/ITCOE%20site/Policies/ISMS-DOC-A12-6_Logging_and_Monitoring_Policy.pdf?csf=1&web=1&e=HStHWf
• 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: Please read the document below outlining our incident management approach:; https://saglobal.sharepoint.com/:b:/r/sites/ITCOE/ITCOE%20site/Policies/ISMS-DOC-A16-2_Information_Security_Incident_Response_Procedure.pdf?csf=1&web=1&e=DaaAed

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

• Social Value:

  Social Value

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

  Fighting climate change

  We are committed to working with businesses to move them to cloud technology. Migrating IT functions to the cloud can achieve reductions in total IT carbon emissions of 5.9% or nearly 60m tons of CO2 globally per year. Large organisations can reduce per-user carbon footprints by 30% and small companies’ up to 90%. Additional research showed total cost of ownership savings from migrating to the public cloud of 30-40%, driven by greater workload flexibility, better server utilisation rates and more energy-efficient infrastructure as well as less hardware.

  Covid-19 recovery

  We can meet businesses where they are today and work with them to address their immediate business challenges, identifying business process improvements to drive recovery. Cloud-based technology helps employees to work anytime, anywhere and supports remote and hybrid working as a result of Covid. Many businesses are seeing great advantages to their bottom line as a result of remote working; from being able to recruit talent from a wider pool, to reducing office space, office costs and of course reducing daily commutes and the associated carbon emissions.; As an organization we had already implemented a hybrid working model prior to COVID, and we will continue to review and optimize our hybrid and remote working practices to help keep both our staff and clients safe.

  Tackling economic inequality

  sa.global supports local employment schemes and works closely with regional government bodies supporting local talent as part of our recruitment processes. ; We are a member of Graduate Programme Wales which aims to nurture and retain top graduate talent. Alongside this we have our own Early Careers Programme which aims to offer candidates of all ages and qualifications the opportunity to pursue a career in technology.

  Equal opportunity

  sa.global are an equal opportunity employer and committed to being a successful, caring and welcoming place for all employees. We want to create a supportive and inclusive environment where our employees can reach their full potential, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people's backgrounds and circumstances will be positively valued. With open and transparent communication across hierarchies, functions, and geographies as a hallmark, we build and nurture trust and ensure everyone has a voice.

  Wellbeing

  We take the wellbeing of our employees seriously and actively promote an open attitude to Health and wellbeing. We have a thriving agenda within our business and facilitate regular company thriving initiatives to encourage an openness within the workplace about mental health and wellbeing.

Pricing

• Price: £750 to £1,760 a unit a day
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Contact sa.global to arrange the free trial:; ; Try the application free for 30 days.; You don’t need to provide payment information or install software.; Use sample data or your own data.; Work within the trusted Microsoft cloud.
• Link to free trial: Email: sales.eu@saglobal.com

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