Methods Business and Digital Technology Limited

Salesforce CRM/CMS Managed Service

Raise your Salesforce experience with Methods' top-tier CRM/CMS managed support service.

Our skilled, certified team guarantees availability, responsiveness, and advanced applications, maximising your investment's returns.

Benefit from ongoing partnership, collaboration, development, support, and administration.

Stay ahead in the competitive landscape with Methods as your trusted Salesforce partner.

Features

• Various business hours/24x7 Salesforce support options available
• 1st-2nd-3rd line support process and escalation
• Comprehensive incident response, RCA, and corrective measures implementation
• Production change keeps your Salesforce relevant to changing business needs
• Continuous Service Improvement plans for ongoing enhancement and optimisation
• Proactive services for building Salesforce strategy, monitoring licenses, and training.
• ITIL-based with full Service Management and Monthly reports
• Developer and Admin support
• An Initial Health Check determines application status for informed decision-making

Benefits

• Focused on maximising application relevance and availability achieving ROI targets
• Continuous application development, incident fixes, and expert administration services
• Proactive, Reliable, consistent services you can depend on with confidence
• Keeps your running costs low through our blended delivery model
• Delivered as a service, eliminating reliance upon individuals
• Leverage experts diverse implementation experience for your project's success
• SLA-based response and resolutions for assured continual operational
• With a fixed price, easily manage and control your budgets
• ITIL-based service management, ISO9001 and ISO27001 certified security controls

£525 to £1,500 a unit

• Education pricing 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 bidteam@methods.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

414094993647172

Contact

Bid Team
020 7240 1121
bidteam@methods.co.uk

Planning

• Planning service: Yes
• How the planning service works: We provide a comprehensive planning service to support the implementation of Salesforce CRM and Case Management Systems (CRM).; ; We use a variety of analysis and discovery techniques to understand your user needs and business requirements (functional and non-functional). This allows us to create a robust plan to safely transition your case management and service desk to Salesforce CRM and CMS.; ; Our focus remains on designing user-focused solutions that are secure and scalable.; ; We have many years’ experience supporting our clients to strategically plan how they embrace the opportunities of moving towards Salesforce CRM and CMS.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with: Salesforce

Training

• Training service provided: Yes
• How the training service works: We provide a comprehensive training service to support the successful adoption of your Salesforce CRM and CMS.; ; We provide a range of training options from on-site one-to-one coaching, facilitated group training sessions, video tutorials, training documentation and video conference training sessions.; ; We work closely with our clients to fully understand their training needs and build a customised approach to ensure your transition to Salesforce CRM and CMS is successful.
• Training is tied to specific services: Yes
• Services the training service works with: Salesforce

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We provide a comprehensive discovery and (data) migration service to support your transition to Salesforce CRM and CMS.; ; We build secure and scalable Salesforce CRM and CMS environments to meet our client needs and fully manage the migration from legacy case management to new.; ; We understand how to support our clients when migrating from complex legacy estates into Salesforce CRM and CMS.; ; We understand the complexities of moving from an on-premise traditional IT environment towards cloud.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Salesforce

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We provide a comprehensive quality assurance and performance testing service for our Salesforce CRM and CMS projects with Provar Automated Testing recommended.; ; This is offered throughout the entire lifecycle of our product development to ensure we provide our clients with robust, secure and scalable solutions to meet their needs.; ; This includes, user acceptance testing, penetration testing, automated deployment testing, infrastructure monitoring and API monitoring.

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
  • Other
• Other security services:
  • NCSC Cyber Security Consultancy; NIS Directive and NIS Regulations Consultancy
  • Cybersecurity Defense Maturity Evaluation/Assessment
  • Cyber Threat Modelling (IriusRisk)
  • Managed Detection and Response Service (MDR)
  • Cloud Platform Security
  • Security Architecture
  • Identity & Access Management - Zero Trust Strategy
  • Risk Management/Assessment
  • OWASP DevOps / DevSecOps Maturity Assessment
  • Managed Security Services
• Certified security testers: Yes
• Security testing certifications:
  • CREST
  • Other
• Other security testing certifications:
  • Cyber Essentials Assessor
  • Cyber Essentials Plus Assessor
  • IASME
  • CPSA
  • CRT

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: Methods’ offers the leading public sector Salesforce managed support service, maximising returns on the investment made in Salesforce. It ensures that your applications remain available, responsive and up to date. We provide ongoing Salesforce application development as well as incident fix and application administration by Certified Salesforce Admins.; ; • Business Hours/24x7 Salesforce Support options; • Salesforce Incident response and fix; • Production change keeps your Salesforce relevant to changing business needs; • Continuous Service Improvement plans; • Proactive services to build Salesforce strategy, monitor licences, train users; • ITIL-based with full Service Management and Monthly reports; • Offers developer support and second line certified Admins; • Initial Health Check defines the status of your application.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA to be agreed with client
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: • 1st line offers email, telephone and web for incident logging and end-user support/service requests ; • 2nd line offers technical support to cloud software and technology solutions for common issues and low-risk change; • 3rd line offers incident support for difficult or critical issues to cloud software and technology solutions.; ; This is based around AWS and Azure qualified infrastructure specialists, and development experts in Salesforce, Docusign, Conga, Cloudsense, Box.com, Atlassian stack, Java, Python, Django, Ruby, .NET, C++ etc.; ; The service includes dedicated time for system updates and ongoing enhancement e.g. new software features.

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Salesforce

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: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: Initial accreditation - 05/03/2010 Most recent accreditation - 18/12/2021 - 18/12/2024
• 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

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Methods’ ISO14001 Environmental Management certification, Environmental Management System and policy, coupled with our Carbon Reduction Plan commitment to achieve net zero emissions by 2050, is supported by initiatives/policies such as: ; •hybrid working model and provision of tools for staff to work from anywhere; creating a sustainable balance between working remotely, in offices and on client sites; •supporting green transport options; cycle to work scheme; •providing locally-based consultants, minimising travel; •reducing paper usage, managing/storing documents electronically and controlling the use of print ; •using only LED lights and insulation in our offices that has zero ozone depletion potential ; •eliminating corporate use of single-used plastics ; •investing in carbon removal until we are removing all our residual emissions by 2030; •using MS teams for company and client meetings; •Partnering with local businesses to engage local resources in contract delivery; •promote the benefits of engaging local people and local suppliers through our supply chain; ; We report on our emissions and climate impact through our Carbon Reduction Plan (updated annually), using tools such as the Biodiversity Intactness Index (BII). We have adopted a carbon reduction target of decreasing carbon emissions over the next 5 years to 100.7 tCO2e by 2025 (a reduction of 45.8%). ; ; Two internal groups provide thought leadership on embedding environmental responsibility into everything we do; ; •Green team focuses on internal Methods’ environmental impacts; •Environmental Responsibility Community of Practice team focus on finding ways to help our clients to focus on theirs.; ; We have the following action plans in place and monitor progress as part of Environment Management System.; •Paper; promoting a paperless office culture; •Energy; reducing/minimising energy usage; •Water; reducing/minimising water usage; •Waste; eliminating single use plastics, promoting the use of goods with recycled content/reconditioned parts; •Procurement; promoting environmentally responsible practices throughout our supply chain.

  Covid-19 recovery

  We’ve honed approaches to virtual workshops and continue to use these as part of a mix of engagement options to support remote working, delivering the associated benefits to our clients; increasing efficiency/productivity/opportunities for engagement, widening the resource pool open to our clients, minimising the environmental impact of travel. ; ; We have been working with jobseekers that were negatively impacted by the pandemic (e.g. redundancy) since March 2021 to improve CVs, interview skills, LinkedIn profiles, presentation skills to support them in returning to work. ; ; Methods sponsors schools via Business Education Events: dynamic, Gatsby-focused, employer-student events. Providing videocall support on employability skills; interview simulations; giving/receiving constructive feedback; confidence/self-esteem.; ; As teams return to face-to-face working, we are engaging staff/clients to develop safe, sustainable working practices:; •focusing on return-to-work opportunities; Methods supports numerous programmes/initiatives; ServiceNow’s Prince’s Trust-sponsored NextGen programme, Birmingham’s School of Code.; •continue up-skilling; promoting Local Community Fund grants for return-to-work schemes, education, ex-offender learning.; •working with clients reviewing/developing return-to-office plans/practices.; •supporting positive mental/physical health outcomes through:; -access to Employee Assistance Programme; provides 24/7 confidential support, access to webinars/newsletters and wellbeing resources and links to medical sites for health concerns; access to a trained counsellor; wellbeing programmes/videos, medical information (back pain, anxiety, stress, depression, CALM, Mind, ReThink), health checks, financial assessments.; -Covid-compliant social events to rebuild confidence/team ethos.; •health and safety risk assessments on all offices, resulting in:; -changes to office set-ups; social distancing, pre-booked workplaces, increased cleaning schedules, increased floor space.; -working arrangements; adjusting core hours, reducing peak-time travel.; ; We also continue to build on learning from our involvement in COVID-19 projects.

  Tackling economic inequality

  Education, training and qualifications are essential for tackling economic inequality. We:; •support ServiceNow’s Prince’s Trust-sponsored NextGen programme and were involved at its inception, providing input for course structure/content focussed on the development of digital skills targeting excluded/disadvantaged groups/youth/women returning-to-work/Veterans/Refugees. Providing part-time government-funded digital degree courses; support/training to achieve ITIL/ServiceNow industry-recognised qualifications; apprenticeships targeted in areas ranked highest in the Index of Multiple Deprivation. ; •partner with Birmingham’s School of Code, helping create opportunities for disadvantaged young people; SFIA Levels 1&2 DevOps (all backgrounds, ages, often re-training from other sectors).; •engage with people from disadvantaged areas, including people Not in Employment, Education or Training (NEET), through outreach/social media. ; ; Our robust, diverse local ecosystem is strongly focused on improving local economies and providing access to knowledge/skills for local people/business; meaning less money and skills leave the local community/economy. 100% of contractors are either micro or SME businesses, along with Methods and our delivery partners. We:; •work in partnership with local businesses, purchasing of resources required to fulfil the contract locally, through SMEs with a registered local footprint.; •promote the benefits of engaging local people and suppliers through our supply chain, challenging negative preconceptions, removing barriers. ; •champion SMEs and micro-businesses, in partnership with the local Chambers/Local Enterprise Partnerships/VSCE infrastructures.; •will sign up to Social Enterprise UK’s Buy Social initiative.; •work with our supply chain to raise awareness, knowledge of modern slavery, fair working practices and encourage them to adopt best practice; we’ll include modern salary, fair payment terms and code of ethics in our supplier onboarding process, with regular progress, audit performance updates.

  Equal opportunity

  Methods has a core focus on ensuring Diversity, Equality and Inclusion (DE&I) throughout our working practices:; •All colleagues complete DE&I training in respect of internal working practices/services. In 2020, 10 designers attended UAL short-course Designing for Inclusion to ensure our products/services are fully inclusive, attempting to address systemic inequalities.; •Use various recruitment techniques to attract diverse candidates; posting jobs with clear qualifications/skill needs; avoiding language which might dissuade candidates from minority backgrounds; using several CV-assessors to avoid bias.; •Offer skills development/job creation opportunities to attract candidates from diverse backgrounds; apprenticeship schemes, retraining/upskilling initiatives, internal qualifications attainment, employment coaching/mentoring.; •Offer flexible working to accommodate parental responsibilities, disabilities, religious/cultural requirements.; •We report on the gender composition of our workforce and pay is set by role, not gender.; •Our staff demographic: 33% BAME, 42% women, 2% low income, 5% disabled, 5% Ex-Armed Forces, 5% LGBTQ+; ; Our teams focus on EDI, have undergone specific training and ensure under-represented groups have a voice. We have an accessibility lead and champions.; ; Our accreditations include Social Value Mark Level 1, Armed Forces Employer Recognition Scheme (Silver), Disability Confident: Committed status, Investors in People and are signatories to the Race at Work Charter.; ; Methods is a member of the Association of Professional Staffing Companies (APSCo). We have passed external quality checks to ensure we are in strict compliance with Members Code of Conduct, Trusted Partner Code of Conduct and APSCo Member Risk Assessment. ; ; We’ve zero tolerance to slavery and human trafficking and employ systems in our business/supply chain to:; •Identify, assess and monitor potential risks of slavery and human trafficking; •Mitigate/resolve identified risk; •Protect whistle-blowers; Our dedicated Delivery Assurance and Support Team ensure all partners/sub-contractors sign up to and comply with our Anti-Slavery & Human Trafficking Policy. We exercise rights of audit to ensure we enforce the policy.

  Wellbeing

  We’re committed to our employees, ensuring fair working practices, financial wellbeing, training and development. We support positive mental/physical health outcomes. ; ; All staff have:; •regular manager check-in meetings to provide ongoing support, quick action is taken as required.; •access to extensive wellbeing tools/support on our intranet: Mental Wellbeing toolkit; Health Assured toolkit; Yoga, Pilates and Meditation classes. These have been invaluable for most if not all employees, especially during Lockdown.; •access to our Employee Assistance Programme, which provides: 24/7 confidential support, access to monthly webinars, weekly newsletters and wellbeing resources and links to medical sites for health concerns, access to a trained counsellor, four-week wellbeing programmes, wellbeing videos, medical information (including back pain, anxiety, stress, depression, wellbeing), health checks, financial assessments.; ; Methods promotes work-life balance, supporting staff with personal/family commitments and a flexible approach to when staff work their hours. Managers focus on staff achievements and progress rather than presenteeism and monitoring staff presence in the office. ; ; We support employees working full/part-time or compressed hours, in the office, virtually, or in a hybrid manner depending on individuals’ preferences and role based/client commitments. We believe it is important to offer a greater balance between work and personal/family commitments, and always consider requests for changes in working patterns where feasible. All staff are supplied with the tools and technology required to do their jobs outside of the office.; ; In addition to our extensive wellbeing tools and support, we further engage those self-declaring as disabled, to ensure we are providing applicable tools via our augmented Diversity, Equality and Inclusion programme. We endeavour to publicly report on staff health and wellbeing.; ; To improve community integration, Methods develops content/promotes industry/community engagement via 21 bimonthly Communities of Practice (CoPs). CoPs develop whitepapers, share ideas with clients, develop partnerships, engage vendors, host industry events and promote best practice.

Pricing

• Price: £525 to £1,500 a unit
• Discount for educational organisations: Yes

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 bidteam@methods.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.