M-HANCE GROUP LIMITED

Microsoft Dynamics 365 Customer Service (CRM) Consultancy

The mhance team of dedicated, UK-based Microsoft Dynamics 365 Customer Service (CRM) consultants provide a wide range of services and project delivery, including: requirements analysis to help understand your needs; ‘proof of concept’ to visualise the benefits; configuration, deployment and training of the finished Microsoft Dynamics 365 solution; ongoing support.

Features

• Requirements analysis, business case creation and Proof of Concept
• Detailed discovery workshops and solution design
• Microsoft Dynamics 365 Customer Service (CRM) configuration
• Microsoft Dynamics 365 Customer Service integration with other systems
• Solution testing, UAT, deployment and Go-Live Support
• Training, including user training; "train the trainer"; administration; configuration
• Migration to Dynamics 365 Online from On-Premise or other systems
• Project Service, Field Service and Power Platform
• Web portal self-service, digital marketing, social media analysis and Azure
• Digital transformation, including engagement in organisational change and user adoption

Benefits

• Strategic engagement on CRM across your business / organisation
• Ensuring best practice approach to cloud CRM solution design
• Agile project methodology to help realise CRM benefit rapidly
• Microsoft Dynamics 365 Customer Service (CRM) tailored to your needs
• Utilising 'best of breed' add-on components to maximise ROI
• Additional expertise in Azure, ERP, SharePoint and Office 365
• Experienced in managing cloud-hosted solutions and software lifecycle management
• User adoption strategies to help ensure CRM take-up and success
• Experienced, accredited consultants, BPSS-cleared, directly fully-employed by mhance and UK-based
• Microsoft Dynamics CRM Gold Partner since CRM v1 in 2003

£1,100 to £1,300 a unit a day

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 david.mannion@mhance.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

493807093927272

Contact

David Mannion
0330 777 1950
david.mannion@mhance.com

Planning

• Planning service: Yes
• How the planning service works: Mhance takes a holistic approach to planning the implementation of Microsoft Dynamics 365 Customer Service (CRM). ; ; This takes into account the strategic and functional needs of each customer, reviewing all potential options before collaboratively arriving at the best solution.; ; Microsoft Dynamics 365 Customer Service Online is provided as a fully managed Software as a Service (SaaS) from Microsoft in Government-accredited UK datacentres. ; ; Alternatively, Microsoft Dynamics 365 Customer Engagement can be deployed into Platform as a Service (PaaS) or Infrastructure as a Service (IaaS) environments, typically Azure.; ; Understanding the implications of these options from a strategic, budgetary, technical, dependency and functional point of view is a crucial role undertaken by mhance solution architects and consultants.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft Dynamics 365 Customer Service
  • Microsoft Dynamics CRM (2011, 2013, 2015, 2016, 365 versions)
  • Microsoft SharePoint
  • Microsoft Office 365
  • Microsoft Azure
  • Microsoft Power Platform
  • Microsoft Dataverse
  • Microsoft Power BI
  • Microsoft Power Pages
  • Microsoft Power Automate

Training

• Training service provided: Yes
• How the training service works: Mhance recommends a “train-the-trainer” approach to end-user training, with tailored training delivered to a number of “super-users” to then disseminate within the organisation. This has numerous benefits, including being cost-effective, providing detailed knowledge transfer to the super-users, and enabling greater self-sufficiency. End-user training is delivered (by the super-users) in a more holistic manner and can be repeated when needed, for example with new starters. ; ; Training will also cover key areas of system administration, configuration and client installations.; ; However, if required, m-hance consultants can provide full end-user training onsite. In these instances, an agreed schedule is developed so that all users are given the necessary training in line with their job roles and their availability. ; ; Training is typically provided by consultants from the consultancy team who have worked on the project.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft Dynamics 365 Customer Service (CRM)
  • Microsoft SharePoint
  • Microsoft Power BI
  • Microsoft Power Automate
  • Microsoft Power Apps
  • Microsoft Power Pages
  • Microsoft Dataverse
  • Microsoft Power Platform
  • Microsoft Copilot
  • Microsoft Azure

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Migration from Microsoft Dynamics CRM / 365 Customer Service On-Premise (including Private Cloud) to Microsoft Dynamics 365 Customer Service Online. Includes solution evaluation, remediation and migration, as well as data migration.; ; Migration of non-Microsoft CRM systems to Dynamics 365 Customer Service Online is also available.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Dynamics 365 Customer Service (CRM)
  • Microsoft Dynamics CRM (2011,2013,2015,2016,365 versions)
  • Microsoft SharePoint
  • Microsoft Office 365
  • Microsoft Dataverse
  • Microsoft Power Platform
  • Microsoft Power Pages
  • Microsoft Power BI
  • Microsoft Power Apps
  • Microsoft SharePoint

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Mhance operates a robust testing methodology that involves multiple rounds of unit and internal testing before releasing to a customer Non-Production environment for User Acceptance Testing (UAT).; ; Non-Production environment mirrors the set-up of the Production (live) environment to enable realistic performance testing.; ; mhance provides support, guidance and hands-on assistance with UAT. This can include training; helping to design UAT protocols and test scripts; supervising UAT; reviewing UAT output and making changes following UAT.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Security audit services
  • Other
• Other security services: Security strategy, design and implementation in relation to Dynamics 365.

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Mhance offers a complete range of support services for Microsoft Dynamics 365 Customer Services and SharePoint, tailored to the needs of each customer.; ; mhance operates a UK-based helpdesk that is one of the largest Microsoft Dynamics support operations in Europe. Our range of specialist support engineers are on-hand to provide primarily remote assistance for all elements of the solution.; ; Support services can range from second line application-only support (typical of a SaaS implementation, where "platform" support is provided by Microsoft), to a fully managed service in an Azure or other cloud environment.

Service scope

• Service constraints: Consultancy services are based on a daily rate per consultant and delivered on a time and materials basis, working to an agile project methodology.; ; Helpdesk support is provided remotely by our UK-based team, with on-site support available at our consultancy day rate.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Helpdesk Support responses vary depending on the priority / severity of the issue / request. Please see the attached Service Description document for details of response times and Service Level Agreement (SLA).
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support services and levels are tailored to the needs of the customer. ; ; For Microsoft Dynamics 365 Service Level Agreement Online and SharePoint (SaaS version), support is typically second line application support and managed escalation to Microsoft for platform issues. ; ; Helpdesk Support pricing is determined by the nature and scope of the solution(s) being supported. ; ; mhance provides a named account manager and direct contact with the specialist team of Dynamics 365 (CRM) and SharePoint support engineers.; ; Please see the Service Description document for full details.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Any other security certifications: ISO 9001

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  mhance takes pride in its commitment to environmental sustainability and corporate responsibility. Our workforce consists primarily of home or hybrid workers, eliminating unnecessary commuting and reducing carbon emissions. When travel is unavoidable, we prioritise the use of sustainable transportation options, aligning with our dedication to minimising our environmental footprint.; ; In line with the nature of our business operations, mhance is not subject to high environmental regulatory risks, as we do not generate hazardous waste or utilise hazardous substances. Furthermore, we have embraced a paperless approach to documentation, leveraging digital solutions such as electronic signatures to streamline processes and minimise reliance on traditional print and postal services.; ; At all our office locations, recycling units for plastics and paper waste are readily available, and we have made a conscious decision not to purchase disposable items, further reducing our environmental impact. Additionally, we have made strategic choices regarding our internal infrastructure, hosting our systems in energy-efficient data centres.; ; mhance actively promotes walking through various initiatives, recognising the health benefits of physical activity, supports a cycle-to-work scheme and encourages staff to use the most sustainable transport option for business travel. Furthermore, we are committed to offsetting our carbon emissions on an annual basis by engaging in tree-planting initiatives, contributing to the preservation and restoration of our environment.

  Covid-19 recovery

  Navigating the challenges presented by Covid-19 required a strategic re-evaluation of our business operations. Prior to the pandemic, our organisation maintained a centralised office in the Manchester area, accommodating a substantial portion of our workforce. However, the onset of Covid-19 necessitated a swift transition to remote work for the safety and well-being of our employees.; In response to the evolving preferences of our team members and in alignment with emerging workplace trends, we conducted a thorough assessment of our operational structure. The resounding sentiment expressed by our office-based staff was a desire for greater flexibility in their work arrangements. Consequently, we made the strategic decision to divest our physical premises and transition to a more agile, hybrid model.; This new approach allows our team members the flexibility to utilise a designated hybrid office space as needed, while also encouraging remote work when suitable. By eliminating the need for daily commutes and embracing remote collaboration tools, we have optimised productivity and fostered a more motivated workforce.; However, amidst these operational changes, we remained acutely aware of the mental health challenges exacerbated by the pandemic. Recognising the strain on employees and the broader healthcare system, we proactively implemented a comprehensive mental health benefit package. This initiative ensures prompt access to professional therapy services and other well-being resources, underscoring our commitment to supporting the holistic wellness of our team members.; Furthermore, as pioneers in cloud software solutions, we leveraged our expertise assisting our clients in navigating their own digital transformations. By facilitating the migration to cloud-based platforms, we empowered their teams to adapt to remote work environments seamlessly, thereby ensuring business continuity and resilience.; In summary, our response to Covid-19 has been marked by strategic agility, a steadfast commitment to employee well-being, and a continued focus on driving innovation both internally and externally.

  Tackling economic inequality

  mhance's approach to recruitment is grounded in inclusivity. By posting job vacancies on various platforms, we ensure that opportunities are accessible to individuals from diverse backgrounds. Moreover, our recruitment process focuses on specific skills and experiences relevant to the role, rather than arbitrary qualifications such as degrees, thus fostering a fair and equitable hiring environment.; ; Continual professional development is at the core of our employee experience. Through comprehensive CPD logs and management development programs, we invest in nurturing talent and fostering leadership skills within our organisation. Our commitment to apprenticeship schemes not only provides valuable opportunities for young people to gain skills and experience but also addresses the skills gap in our industry.; ; For managers, enrolment in ILM courses ensures ongoing improvement in leadership capabilities, while technical employees are supported in pursuing relevant exams and qualifications. We recognise the importance of external development and provide study support for certifications such as CIMA and CIPD, empowering our employees to grow both personally and professionally.; ; Our commitment to employee well-being extends to mentoring programs, where trained mentors offer confidential guidance and support tailored to individual development needs. Flexible working arrangements further promote work-life balance and accommodate diverse needs and preferences.; ; Beyond the workplace, mhance demonstrates its commitment to corporate social responsibility through the "Be Good, Do Good" scheme. By allowing employees to dedicate one day per month to work with a charity of their choice, we empower our team to make a meaningful impact in their communities. Additionally, our "Raise for Good" initiative supports a nominated charity each year through fundraising efforts and pro bono tech transformation support, reflecting our dedication to giving back and driving positive change beyond our business operations.

  Equal opportunity

  mhance is dedicated to fostering an inclusive and supportive work environment for individuals with disabilities. As a disability-confident employer, we prioritise merit, qualifications, and skills when assessing applicants, ensuring equal opportunities for all. Our commitment extends beyond recruitment, with initiatives aimed at supporting employees throughout their employment journey.; We recognise the importance of understanding and accommodating individual needs, which is why we offer access to occupational health services on an as-needed basis. This enables us to identify and implement necessary adjustments to support employees with disabilities effectively.; In addition to physical health, we prioritise mental well-being, providing all employees with access to a tailored mental health service. This confidential resource offers quick access to therapy sessions, emphasising our commitment to supporting the holistic well-being of our team.; Our ED&I Educate and Celebrate program further underscores our commitment to promoting awareness and accessibility. Through initiatives such as health condition awareness campaigns and well-being sessions, we strive to create an inclusive environment where everyone feels supported and valued.; While the software business sector may not be considered high-risk in terms of modern slavery, we maintain a vigilant approach to ethical sourcing and supply chain management. Our partnerships with established technology brands and reputable distribution channels reflect our commitment to integrity and ethical business practices.; We take a proactive stance against slavery and human trafficking, conducting pre-employment screening processes and working closely with suppliers to ensure compliance with our zero-tolerance policy. Our commitment to ethical sourcing and responsible business conduct underscores our dedication to creating a workplace where integrity and respect are paramount.

  Wellbeing

  mhance is deeply committed to the well-being of our employees, and our comprehensive benefits package reflects this. ; ; Our Employee Assistance Programme, reduced gym memberships, and cashback benefits for medical expenses demonstrate our commitment to promoting overall health and wellness. Additionally, we have trained mental health first aiders, providing essential support to those in need. Our 13-week sick pay and income protection scheme ensures that employees can take time off, when necessary, without financial concerns.; ; We actively engage with our employees through regular surveys to gauge their well-being. We understand the importance of connection and community, which is why we have recently implemented a new HR system which encourages interactions among employees, this together with regular company socials and monthly team face-to-face sessions, mitigates the risk of loneliness associated with remote work.; ; Our monthly company updates and regular well-being sessions, featuring external speakers underscore our commitment to holistic employee support. From topics like menopause and financial resilience to mental health awareness, these sessions provide valuable insights and resources to our team.; ; While acknowledging the demand for public health services, particularly in mental health, we have implemented a mental health benefit accessible to all employees. This initiative offers tailored support, including one-to-one therapy sessions, ensuring that all team members have access to the resources they need.; ; In our remote world, we encourage physical activity and outdoor engagement through employee challenges. These initiatives, such as virtual walks around coastal regions, not only promote fitness but also provide opportunities for rejuvenation and connection with nature.; ; Furthermore, our commitment to community extends beyond our workplace, with all employees receiving 12 days a year to engage in charitable activities. This empowers our team to make meaningful contributions to the communities where they live, fostering a sense of purpose and fulfilment beyond the office walls.

Pricing

• Price: £1,100 to £1,300 a unit a day
• Discount for educational organisations: No

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 david.mannion@mhance.com. Tell them what format you need. It will help if you say what assistive technology you use.