Dotdigital

Dotdigital

Dotdigital is an cross-channel marketing automation platform and services provider that already helps 4,000+ brands devise successful, personalized marketing campaigns across multiple channels (email, SMS, social, live chat, and more). Paired with its Microsoft Dynamics 365 CRM integration, marketers are able to deliver cohesive, end-to-end experiences that achieve results.

Features

• Orchestrate cross-channel automation programs in the drag-and-drop customer journey builder
• No-code campaign creation for email, SMS, in-app push and more
• A/B and multivariate split-testing capabilities across campaigns and cross-channel programs
• Grow your marketing list with landing pages, forms, and surveys
• Advanced contact scoring for contact management, retargeting, and retention
• Build segments with zero-party data, custom insight and behavioural triggers
• Automate preference management and maintain single-source-of-truth between Dotdigital and CRM
• Built-not-bought integrations with commerce/CRM platforms like Microsoft Dynamics 365
• ConsentInsight gives you proprietary tools that make consent management simple
• Deeper customer insights with predictive analytics and single customer view

Benefits

• Save time and improve productivity with easy-to-use automation capabilities
• Increase reach and engagement with channels that subscribers really use
• Optimise marketing performance with access to deeper customer insight
• Tap into quick-start integrations with Google Sheets, Eventbrite, and more
• Make the complex easy with multi-account support and cross-account reporting
• Manage access securely and reduce administrative overheads with Single sign-on
• The only carbon neutral and ISO14001 certified marketing automation platform
• Work in a future-proof platform that releases platform enhancements regularly
• Improve email deliverability with our in-house team of subject-matter experts
• Access training and award-winning 24/7 support anywhere in the world

£294.00 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 james.singleton@dotdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

432990539652357

Contact

James Singleton
+44 (0) 20 3953 4902
james.singleton@dotdigital.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: CRM Applications (Microsoft Dynamics 365, Salesforce CRM, and more); and Commerce platforms (Adobe Commerce, Magento, Shopify, BigCommerce, Shopware, WooCommerce, and more)
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Web browser
  • Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average chat wait time: 1 min 39 secs; Average call wait time: 18 secs; Average first response time for email: 9hrs 6 mins; ; (Data from November 2021 - April 2022)
• 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: N/A
• Onsite support: No
• Support levels: At Dotdigital, we offer:; ; - 1st line support; - 2nd line support; - 3rd line support; - Advanced Technical Support: Development, Service Ops, DBAs, etc; - Other Support areas: Product Management, Deliverability, Customer Success, Fin Ops/Credit Control etc; ; The movement of a work item through the support team is influenced by the nature of the query. With every effort being made to provide quick resolutions and limit escalations to other teams. Typically, our support team works 24/5 however 24/7 support is also available at additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All users have access to a dedicated project manager, training, and a wealth of knowledge and guidance which is available in the extensive Help center.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Upon end of contract users can export their data via FTP or CSV. Alternatively, our Custom Technical Solution team can be engaged to export data in an alternative format based on client needs.
• End-of-contract process: Where a Service Agreement is terminated by either party before the end of the Initial Term or then-current Renewal Term (except where terminated by the Client due to a material breach of these Terms by; dotdigital), all remaining Charges for the Initial Term or then-current Renewal Term (as applicable) shall; be immediately payable.; ; Following termination: (a) Dotdigital shall have no obligation to retain any Client data. If the Client; wishes to export any data, it should do so prior to the effective date of termination. Where the Client; requires dotdigital to export any data on its behalf a charge may be applied for this additional service; (b); the Client shall immediately cease using the Intellectual Property and the Materials; and (c) any provision which expressly or by implication is intended to come into or remain in force on or after termination shall continue in full force and effect.

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: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Dotdigital is a cloud-based marketing automation platform and provides a highly accessible, interface-led solution through which marketers can orchestrate their marketing campaigns from start to send. Dotdigital continuously ranks as a ‘Leader’ for its ease-of-use across G2’s market reports.
• Accessibility standards: None or don’t know
• Description of accessibility: Dodigital offers a platform that is continuously developed with ease-of-use and accessibility in mind. ; ; We offer a viridis accessible palette for our reporting, scalable text sizes, CAPTCHA alternatives where appropriate, and our forms tool can create accessible forms for blind or partially sighted respondents.; In-app text passes WCAG 2.1 AA for colour contrast.
• Accessibility testing: The viridis accessible palette for reporting and our forms tool were both assessed by the RNIB.
• API: Yes
• What users can and can't do using the API: The Dotdigital API is a family of REST web services that provides programmatic access to a huge range of Dotdigital's functionality. The API will allow you to automate many everyday tasks you might otherwise have to carry out and send real-time messages to your customers across a wide array of channels.; The API is REST based with most core capabilities also offered via SOAP. It enables every primary in-app action to be done programmatically. Specifically, this includes the management of contacts and data, address books and segments, campaigns, campaign assets and templates, marketing preferences and suppressions, contact scoring, automation programs, and pages and forms.; ; Additionally, it provides the ability to send real-time omnichannel communications to channels including email (REST and SMTP), SMS (REST and Email to SMS), Push, WhatsApp, Messenger, Twitter DM and our own chat tool. Real-time feedback on sent messages can be received via webhooks.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisations can vary from custom data fields to integrations as well as permissions-based customisations to the user interface and feature access.

Scaling

• Independence of resources: Dotdigital’s SaaS solutions are built upon highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Performance and availability are monitored 24x7, with a dedicated Service Operations team able to quickly react to service degradation

Analytics

• Service usage metrics: Yes
• Metrics types: Abandoned cart report; Account report; Address book analytics; Campaign report; Campaign comparison report; Chat report; Cross-account report; Customer dashboard; Heatmap and link hotspot report; Landing page report; ROI report; Segment analytics; SMS report; Survey report; Persona movement report; Program report; Program analytics; Product recommendation report; Push notification report; Retail dashboard; Unsubscribe, bounce, replies report
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported in-app via CSV format, and also via the API.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .XLS
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: As per 2.3 of our standard terms (https://dotdigital.com/terms/), Services will be available with 98% uptime in any calendar month, excluding scheduled maintenance and emergency maintenance
• Approach to resilience: Dotdigital’s SaaS solutions are built upon highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Data is replicated to a secondary facility within the same geographical region every 5 minutes; allowing for the recovery of services in the event of an outage at the primary facility.
• Outage reporting: Customers can subscribe to service updates via email, SMS, RSS feeds at status.dotdigital.com. Current service status is also shown on this page.; ; Historic uptime and performance metrics are available at uptime.dotdigital.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Users will use their email address and a password to authenticate. When logging in from a new device or browser, or for the first time in 30 days, the user will be asked to authorise the device by following a link in an email, or by entering a code sent via SMS to the users registered number; preventing account takeover from a compromised password.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 18/06/2020
• What the ISO/IEC 27001 doesn’t cover: Office Locations outside of the UK
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 27701

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: Dotdigital has implemented a comprehensive Information Security Management System (ISMS); which includes the mandatory requirements of the ISO 27001 standard, as well as any additional policies and procedures that have been deemed necessary by the business. The Information Security policy statement can be found at https://dotdigital.com/trust-center/security-policy/

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Machines are built from approved images or scripts, with independent review of a sample of the machines as part of the Cyber Essentials Plus, and annual penetration testing programs. Group polices and other Configuration Management technology such as Microsoft DSC are used to configure additional settings and controls to each machine. A Change Management Process is in place to control changes to production environments; which is in scope of ISO 27001 audits.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Dotdigital’s security team manage a vulnerability management program which includes the use of tooling for scanning internal and perimeter networks and hosts for vulnerabilities; as well as managing issues highlighted in penetration testing, audits, and public bug reports.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Web Application Firewalls, Intrusion detection systems, endpoint security agents, internet and email gateway security solutions are in place, and configured to alert the internal security team.
• Incident management type: Supplier-defined controls
• Incident management approach: An Incident management policy is in place, which defines how incidents are handled, and where responsibilities sit. The response process follows the SANS incident response framework, and is led by dotdigital’s Head of Information Security with support from a wider Incident Response Team

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

  Our green ambitions at Dotdigital reflect a simple truth: we must collectively learn a profound respect for Nature if we wish for a prosperous future. We are making changes to our own business to this effect, but think also of the necessary systemic changes that we can influence.; ; At Dotdigital, we are working hard to constantly minimise our negative environmental impact. We are ISO 14001 certified, carbon neutral, and have committed to become net-zero by 2030, a full 20 years ahead of the timeline set out in the Paris Agreement. We've also planted over 22,000 trees in our burgeoning Dotforest.
• Wellbeing:

  Wellbeing

  Employee wellbeing is supported through numerous healthcare benefits including 24 hour access to anonymous counselling, medical support and general advice. We provide two days leave per year for employees to use to support their wellbeing and we also provide an annual wellbeing bonus.

Pricing

• Price: £294.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trial accounts have access to all features for 14 days, except those listed below.; ; Not included: team management, web behavior tracking, SFTP scheduled contact importer, use of custom insight. ; ; Send limits: 10 emails (or 50 with a validated phone number), 50 transactional emails, 10 SMS.
• Link to free trial: https://dotdigital.com/trial/

Service documents

• Pricing document

  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 james.singleton@dotdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.