Infosys Limited

Microsoft Dynamics365 CRM Cloud Advisory Services with Cloud Implementation/Testing/Roll out/Support

Infosys’ Microsoft Dynamics 365 CRM services: End-to-end services for cloud readiness assessment, fit-gap analysis, integration, and optimisation services for Microsoft D365 cloud implementation. We implement all the modules of D365 CRM, including Sales, Customer Insights, Customer Service, Field Service and Project Operations. We also provide warranty/hyper care post go-live.

Features

• D365 CRM/CE implementation leveraging OOTB capabilities, configuration and customisation
• Pick and mix from CRM modules to create your solution
• Dynamics 365 Sales for Sales and Quote Management
• Dynamics 365 Customer Service for Case Management
• Microsoft Dynamics 365 Field Service for Mobile Workforce Management
• Dynamics 365 Customer Insights (Marketing) for Lead Generation and Events
• Copilot for Microsoft Dynamics 365 CRM
• Expand further with third party integrations and Microsoft products
• D365 CRM upgrade, rollout, support
• Legacy CRM to D365 CRM migration

Benefits

• Provides a 360-degree view of your customer
• Real time access to data through your CRM
• GDPR compliant
• Seamless data management and removal of silos
• Secure and scalable business application environments
• OOTB reporting capabilities
• Flexible architecture, deployment options and pricing
• Deep integration with Office 365
• Intuitive user interface
• Actionable insights through real-time reporting

£200 to £931 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 ukps@infosys.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

411300498157366

Contact

Peter Gill
+44 7391393866
ukps@infosys.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Options to choose from the licensing costs
  • Microsoft offers per user license of the solutions.

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: NA
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Infosys has a proven model for deploying end user training i.e., Train-The-Trainer concept. Our Training Methodology:; •Web-based introductory training sessions ; •Onsite classroom sessions ; •Floor-walking through handholding; ; Our Training Material:; •Standard Operation Procedure/“How To” documents ; •Classroom training presentation decks
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Separate request needs to be placed to get the data extracted when the contract ends.
• End-of-contract process: At the end of the contract, the solution will demise from existence and the data is archived as per the client needs and agreements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference between the desktop service and mobile service.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Service Interface is as per the the standard interface provided by Product Vendors. It meets all the below mentioned standards: WCAG 2.0 AAA WCAG 2.0 AA or EN 301 549 WCAG 2.0 A
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Mostly Accessible by front-end ( UI) interface on web browser
• API: No
• Customisation available: No

Scaling

• Independence of resources: Dynamics 365 provides security model that can be utilized to provide User Access as per the policies of the client

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: Physical access control, complying with SSAE-16 / ISAE 3402; Other
• Data sanitisation process: No
• 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: Usually Infosys provides a standard format in which Users upload and export the data.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Dynamics 365 is hosted on Azure and will be connecting to the Clients network through secured means. The product certified by Microsoft to handle the connectivity with all required security needs
• Data protection within supplier network: Other
• Other protection within supplier network: Dynamics 365 is certified for the data protection and is aligned to GDPR

Availability and resilience

• Guaranteed availability: 24X7 availability by Microsoft
• Approach to resilience: Available on request.
• Outage reporting: The outages are notified by all three means - Public Dashboard, APIs and also email alerts to the clients.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: The access is through Active Directory that is in control with the client
• 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: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Holding SAS - UK
• ISO/IEC 27001 accreditation date: 2017
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 27001

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: Infosys CyberSecurity is an amalgamation of the CyberSecurity strategy that supports our CyberSecurity framework and a strong cyber governance program driven through the Information Security Council. The strategy is designed to minimise CyberSecurity risks and align to our business goals.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Product enhancements and minor changes are pushed automatically by Microsoft to the cloud based implementation. A release notes is circulated prior to this to all the concerned Teams
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Supplier-defined controls
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Supplier-defined controls
• Incident management type: Supplier-defined controls
• Incident management approach: Supplier-defined controls

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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

  Infosys’ balanced approach to environmental, social, and governance (ESG) enabled the company to become carbon neutral as of 2023. The same approach will be taken with GCloud14, with a strong emphasis on governance and transparency. ; Coupled with our strong governance approach and the environmentally sympathetic design of our delivery model, we can: ; • Achieve Net Zero by 2028, ; • Adopt UN Climate Neutral Now definition of Net Zero: “where a balance between anthropogenic greenhouse gas (GHG) emissions and removals is achieved” ; • Identify 100% of emissions, from design to implementation, prioritising the elimination of emissions ; • Offset emissions that cannot be eliminated ; • Offsets assured by an external environmental consultancy ; • Have our suppliers present an action plan to move from offset to elimination by 2029, setting course for a carbon negative future ; In compliance with PPN 06/21, Infosys publishes its Carbon Reduction Plan which is available at Crown Commercial Website as well as Infosys’ own website: https://www.infosys.com/about/corporate-responsibility/documents/carbon-reduction-plan.pdf ; For Call-Off Contracts, a baseline emissions level set prior to contract commencement will be created using data supplied by the incumbent supplier, Contracting Authority, and Environmental Contractor. This allows environmental performance to be measured against the previous approach. While the commitment to establishing carbon neutrality is set at 2028, granular targets depend upon consultation with the Contracting Authority, as reflected in the timeline. ; Supply chain emissions management will be in place prior to contract commencement through the Contracting Partners’ procurement methodology. The reporting design on emissions will be supplied to the Contracting Authority, with aggregated subcontractor emission provided within an integrated biannual report. A sustainability manager will be aligned to the initiative, who will, working with the client, develop a project plan during the first month identifying, each obligation, associated event/activity and required resources (people, venue, collateral, rollout).

  Covid-19 recovery

  Infosys will invest in the local communities and in partnership through this contract will help create opportunities to tackle economic inequality, increase supply chain resilience and capacity thereby helping support COVID-19 recovery. Infosys has announced it will create 1,000 new Digital Jobs in the UK to support post -Pandemic Growth (Infosys to Create 1,000 Digital Jobs in the UK to Fuel Post-Pandemic Growth): https://www.infosys.com/newsroom/press-releases/2021/create-digital-jobs-uk.html

  Tackling economic inequality

  Infosys’ plan for GCloud14 contracts include addressing economic and aspirational inequality, ensuring end-users can forge a meaningful career and follow curated, individualised development paths toward success.; Infosys creates opportunities for personal growth through training and career development. Increased online training opens a wide range of options to those looking to enhance their skills or grow into a new field, particularly among under-represented demographics where classroom learning is unsuitable. This democratisation of knowledge will revolutionise how people of all backgrounds develop their career. The data on uptake of such training can ensure all demographics are reached and, where proven to be less effective, steps can be taken to identify why.; Infosys has long recognised the importance of tackling inequality; it is essential to creating a workplace where professional growth faces as few barriers as possible. We are adamant that what barriers remain are determined only by aptitude and hard work – never by background or physical characteristics. ; This is evidenced by Infosys’ approach to Corporate Social Responsibility (CSR), with its global foundation investing £30 million last year on education in deprived communities, alongside its community-focussed Springboard learning platform and other philanthropic efforts. We have the commitment and expertise to deliver a transformation that has a meaningful impact on economic inequality. ; Working with Local Authorities, including Brent and Sandwell Borough Councils, Infosys has made over 220 vocational courses available to the public free of charge. Local Authorities have adopted the technology as their skills platform of choice and are driving citizens towards the tool.; This will result in high-quality training reaching those in need, doubling the reach of the Infosys Springboard deployment in the UK. Furthermore, it will ensure that the co-morbidities of poor educational and health outcomes linked to economic inequality are addressed through a single tool.

  Equal opportunity

  Infosys supports businesses to create their modern slavery policy, helping them to map their supply chain and create robust procedures. This methodology ensures a proactive, compliant approach to modern slavery whereby action planning is reviewed and renewed to adapt to the changing practices.; The UK proudly boasts the highest ranking on Global Slavery Index as the most active country in the world fighting the practice. This achievement is the perfect expression of the values at the core of Britain’s democratic traditions; its global leadership in this area is a source of pride for colleagues working on this engagement. ; ; We will contribute to this under-celebrated achievement by ensuring the Gcloud14 contracts result in net reduction of Modern Slavery. We will achieve this by keeping the practice out of our supply chain while taking targeted action to improve the lives of people most at risk of exploitation. We will build our approach with close reference to the UK Government guidance on modern slavery. ; ; To ensure a clear understanding of the risks of modern slavery and human trafficking across our organisations, we conduct training with relevant members of the supply chain on staffing benefits and appropriate anti-sexual harassment policies. In line with the policies that apply to our own staff, we require our human resource suppliers to provide training to their employees on their rights, wages policy, benefits, and grievance redressal forums; this is periodically and randomly audited. We have also circulated to our supply chain management employees a training module to improve awareness on modern slavery and human trafficking –a core responsibility of their role. ; The programme will be governed by the overall social value governance model under the Social Value Manager’s accountability, who will share a narrative report every six months with the contracting authority on supplier performance.

  Wellbeing

  At Infosys, employee’s health and wellbeing drives a culture of wellness. ; Through our efforts, our employee well-being rates reached an all-time high of 91% among employees across locations, even with the virtual setup. The sense of connectedness stands at 88% because of the ability of different teams to come together and collaborate with each other emotionally. We successfully touched the lives of 150,000+ employees through 431+ initiatives, witnessing a three-fold increase in employee participation virtually. ; ; We created three aspects essential to shaping employee experience: ; 1. Self-Help: Emphasises providing our employees the right tools and resources for them to take charge of their wellbeing. ; 2. Micro-Environment: Our objective is to create an environment that is conducive for individuals to work together, seamlessly. ; 3. Macro Environment: The focus here is on driving the programs centrally, conceptualising policies keeping the user at the centre.; ; Great Place to Work® and Fortune have recognised Infosys as one of the Best Big Companies to Work For™. In alignment with the organisations’ social value themes to ensure Employee wellbeing and health improvement, Infosys invests in following engagements: ; • New approaches to focus on prevention, resilience supported by internal policies. For instance, digital platforms for scientifically validated therapies such as cognitive behavioural therapy (CBT) to improve access to care options.; • Infosys Employee Assistance Programme, powered by LifeWorks via Generali, a 24/7 service for our employees or eligible dependents. ; • Infosys, in collaboration with Virgin Pulse are committed to augment health and wellness agenda of UK by providing free/subsidised memberships.; To monitor the effectiveness of these programmes our HR team conduct regular surveys, and as part of town halls take direct feedback. Data collected is used to ensure that the programmes are reaching the right people and are adjusted to meet the changing needs of our employees.

Pricing

• Price: £200 to £931 a unit a day
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Microsoft provides a trial version of D365 instance which is valid for 30 days. Please refer this link: https://dynamics.microsoft.com/en-us/dynamics-365-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 ukps@infosys.com. Tell them what format you need. It will help if you say what assistive technology you use.