Skip to main content

Help us improve the Digital Marketplace - send your feedback

KERV DIGITAL LIMITED

Microsoft Dynamics 365 / D365 Sales

Dynamics 365 Sales Enterprise provides a highly customisable, extensible sales platform with business intelligence and sales forecasting tools built in to support the most complete sales processes. We support discovery activities, business architecture, governance set-up, DevOps/SecOps tooling, service design, experience research/design, technical architecture, predictive science and all related services.

Features

  • Lead and opportunity scoring with advanced scoring models
  • Contextual insights & action recommendations based on lead/opportunity history
  • Relationship health management using signals from Office 365/D365
  • Integration with LinkedIn Sales Navigator
  • Sales dashboards with advanced analytics using Microsoft PowerBI license
  • Contact relationship insights with network visualisation
  • Mobile app for mobile sales teams
  • Marketing List & Sales Campaign Management
  • Sales Target, Competitor & Territory Management
  • Product, Price List, Quotation, Order & Invoice Management

Benefits

  • Increase conversion rates using intelligence to qualify prospects
  • Improve sales team performance with assisted sales guidance
  • Identify new opportunities through LinkedIn – leverage the network
  • Tailor engagements based on insights to improve win rates
  • Accelerate sales processes using historical data insights
  • Enable teams to focus on selling assisted guidance
  • Motivate sales teams using gamification features which promote teamwork
  • Gain real-time visibility of activity & performance using dashboards
  • Use predictive forecasting to streamline planning and drive performance
  • Reduce lost opportunities using signals and scoring

Pricing

£73.80 a user a month

Service documents

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

Framework

G-Cloud 14

Service ID

5 2 7 7 8 8 3 9 0 6 1 4 8 0 2

Contact

KERV DIGITAL LIMITED Mike Wrout
Telephone: 01212815309
Email: frameworks@kerv.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and https://docs.microsoft.com/en-gb/dynamics365/#pivot=main&panel=apps
System requirements
  • Processor 2.9 gigahertz (GHz) or faster x86
  • Or x64-bit dual core processor with SSE2 instruction set
  • Memory: Minimum: 2-GB RAM

User support

Email or online ticketing support
Email or online ticketing
Support response times
P1: Critical - Response Time: 2hr

P2: Major - Response Time: 4hr

P3: Important - Response Time: 8hr

P4: Minor - Response Time: Varies on request
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
Our third party chat platform experience meets disability accessibility requirements and follows stringent industry standards, including ADA and WCAG 2.0 AA compliance. This applies to the Engagement Window, engagements and surveys for both the desktop and mobile web (iOS and Android). Detailed documentation can be found here: https://support.liveassistfor365.com/hc/en-us/articles/360006117234-Creating-Accessible-Engagements
Onsite support
Yes, at extra cost
Support levels
Kerv offers predefined support packages & governance services with a range of services scope and coverage hours. Services scope provides options including:

Platform Support

Continuous Improvement

Technical Design Authority

Service Management Services

In addition to our packaged support services (which cover core service disciplines such as Incident, Problem and Continuous Service Improvement, Kerv Service Management Services enable integration between Kerv operations and Buyer’s service organisation e.g. Change Management, Release & Deployment Management etc.

Incident Management service levels:

Core (9am – 5pm), Core+ (8am–6pm), Extended (6am–10pm) with 24/7 available.

Incidents are classified as P1 (Production System Down), P2 (Production System Impaired), P3 (System Impaired), P4 (General Guidance & Service Requests) with associated SLA’s for response times. Response times are as follows:

P1: 1 Hour Response

P2: 2 Hour Response

P3: 4 Hour Response

P4: 2 Day Response

Support is provided directly via a team of dedicated DevSecOps engineers Technical support options come in various costs, depending on the needs of the Buyer.
Support available to third parties
No

Onboarding and offboarding

Getting started
Microsoft Dynamics 365 / Power Platform makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including: Help articles for users and administrators who need to manage Microsoft Dynamics 365. Community forums/wikis where help articles and white papers are published Service Health dashboard for information regarding outages/issues. Microsoft offers a range of services to organisations, e.g. FastTrack to aid onboarding to the service, and the Dynamics Learning Portal to help partners and organisations optimise the use of the service.
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
  • Self-help resources, E-books, training videos, E-Learning
  • Personalise the user assistance by tailoring the in-product Help
  • Learning Path is also available to speed up onboarding
End-of-contract data extraction
At any point user can export data from Microsoft Dynamics 365 using the Software Development Kit (SDK), manually export data using the data export functionally.
End-of-contract process
No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account. Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Dynamics 365 allows access and functionality to be provided via a mobile device, web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed. With Dynamics Unified Interface, someone that is using a Dynamics App (for example, Customer Service or Sales) will have the same experience on a mobile device or on a web browser on the computer or directly inside Outlook client. In fact, the liquid layout scales to optimise the viewing experience, adjusting for various screen shapes and resolutions.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Please see https://docs.microsoft.com/en-us/dynamics365/get-started/accessibility/
API
Yes
What users can and can't do using the API
Please see https://docs.microsoft.com/en-us/dynamics365/customer-engagement/web-api/about?view=dynamics-ce-odata-9
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

Scaling

Independence of resources
The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

Analytics

Service usage metrics
Yes
Metrics types
Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests. The Dynamics 365 Administration Portal provides an overview of each instance's 'service health' including service degradation and storage capacity.
Reporting types
Real-time dashboards

Resellers

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

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Developed Vetting (DV)

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
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
Other data at rest protection approach
The data within the Dynamics 365 system is encrypted using a PFX or BYOK encryption key. All instances of Dynamics 365 use Microsoft SQL Server Transparent Data Encryption (TDE) to perform real-time encryption of data when written to disk, also known as encryption at rest.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.
Data export formats
Other
Other data export formats
  • Exported from Microsoft Dynamics 365 using web service APIs
  • Files in XML Spreadsheet, TXT, CSV, XLSX
Data import formats
  • CSV
  • Other
Other data import formats
  • XML, TXT, CSV, XLSX
  • API based import

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Please see https://docs.microsoft.com/en-us/azure/security/azure-network-security
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Our service utilises Microsoft SaaS technologies please see attached link describing how security policies and services are implemented in a virtual data centre environment.

https://docs.microsoft.com/en-us/azure/best-practices-network-security

Availability and resilience

Guaranteed availability
http://www.microsoftvolumelicensing.com/Downloader.aspx?documenttype=OST&lang=English
Approach to resilience
https://docs.microsoft.com/en-us/azure/architecture/resiliency/disaster-recovery-azure-applications
Outage reporting
Via the service status portal, Email, Alerts or Mobile Application

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Customer identity and access management will depend on customer licencing and policy. Dynamics 365 uses Azure Active Directory for authentication. Azure Active Directory is a comprehensive identity and access management cloud solution that provides a robust set of capabilities to manage users and groups. It helps secure access to on-premises and cloud applications, including other Microsoft online services like Office 365 and many non-Microsoft SaaS applications. The customer can enable multi-factor authentication on their AAD tenant.
Access restrictions in management interfaces and support channels
Role-based access control (RBAC) enables you to grant access based on the user’s assigned role, making it easy to give users only the amount of access they need to perform their job duties. You can customize RBAC per your organization’s business model and risk tolerance.

https://docs.microsoft.com/en-us/dynamics365/unified-operations/dev-itpro/sysadmin/role-based-security

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/security-dev/how-role-based-security-control-access-entities
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Description of management access authentication
See https://docs.microsoft.com/en-us/azure/active-directory/develop/authentication-scenarios

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Between 1 month and 6 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 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
19/10/2021
What the ISO/IEC 27001 doesn’t cover
Statement of applicability for ISO 27001 for Dynamics 365: https://servicetrust.microsoft.com/ViewPage/MSComplianceGuide?command=Download&downloadType=Document&downloadId=d383c8df-1387-4a08-8604-b3e8aa647206&docTab=4ce99610-c9c0-11e7-8c2c-f908a777fa4d_ISO_Reports
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
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials Plus
Information security policies and processes
ISO27001:2017

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Our change control procedure considers:

• The identification and documentation of planned change.

• An assessment process of possible change impact.

• Change testing in approved non-production environment. • Change management approval process.

• Identification and recording significant changes.

• Planning and testing changes.

• Assessment of potential impacts, including security impacts, of such changes.

• Formal approval procedure for proposed changes.

• Communication of change details to relevant persons.

• Fallback procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events.

• Validation and acceptance of each change by engineering teams.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Dynamics 365 applications implement technologies to scan the environment for vulnerabilities. Identified vulnerabilities are tracked and verified for remediation. In addition, regular vulnerability/penetration assessments to identify vulnerabilities and determine whether key logical controls are operating effectively are performed. The Microsoft Security Response Center (MSRC) regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, the Dynamics 365 apps team evaluates our exposure to these vulnerabilities and takes action to mitigate risks when necessary. The MSRC releases security bulletins on the second Tuesday of every month (“Patch Tuesday”), or as appropriate to mitigate zero-day exploits.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
https://docs.microsoft.com/en-us/azure/security/azure-threat-detection
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
Kerv has a mature incident management process that is integrated into its service. The process includes a dedicated support team, a crisis management process for severe incidents, and a business continuity plan that is tested annually. The incident management procedures remain in effect until operations are resumed as 'Business as Usual' and control is returned to the appropriate functional management.

Users can report incidents through web, email & phone as described elsewhere in this service description.

Standard reports include incident volumes, trends and performance against SLAs.

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

Kerv carries the ISO:140001 certification, we will identify opportunities to remove/reduce environmental impacts through the contract. Initially, we conduct discoveries, either as pre-sales or as part of detailed analysis/design work, during which we look at ways of incorporating energy efficiencies by:

• Designing low-carbon cloud-first services by migrating away from energy inefficient on-premise services.

• Designing energy efficient services (e.g. Remote Network Testing systems) for clients with measurable carbon reductions e.g. eliminating hardware, paper, printing toners and printers.

• Plan and agree energy efficient ways of working e.g. reducing the need for onsite meetings through collaboration tools.

These measures are captured in the solution design and project plans and reviewed with clients through project governance. Through our Environmental policy and management system, we review operational activities to ensure compliance with legislation and identify opportunities to reduce emissions, waste, pollution and promote energy efficiency. This is reviewed bi-weekly.

Our Carbon Reduction Plan details our objectives and associated actions over the next 5 years, to sign up to SBTI and offset our carbon footprint through credits/tree planting schemes.

Covid-19 recovery

Kerv did not furlough any staff during the crisis and have continued to recruit throughout. We’re actively looking at ways to support the recovery through adaptation of existing practices and introduction of new ones, such as applying for the Government Kickstart programme via a Kickstart Gateway and supporting the employment of veterans of the British Armed Forces as we have committed to do for other frameworks and partnerships.

To support re-employment, Kerv will work with Buyers to understand local and national priorities. Where appropriate Kerv will support practices that identify recruitment and training opportunities, prioritising those that had become unemployed as a result of the crisis and re-training where appropriate. This may include the extension of our Academy Programme in India which supports the recruitment and training of staff who do not possess the specific skills required for the delivery of our services. This has supported over 60 staff entering the business and undertaking 6 months of training, supporting our wider Continuous Professional Development (CPD) company programme.

Where possible, we will support developing supply chains in areas that align with the Buyers requirements whether locally or nationally. Kerv will continue and increase its support for SMEs and social enterprises and provide flexibility in its supply chain, where appropriate, to ensure that buyers’ requirements can be met using providers who are supporting re-employment.

We have an externally audited governance function that is represented at Board Level and provides a framework for our processes and procedures, and it is aware of relevant government legislation and contractual commitments we make. Targets will be agreed as appropriate with Buyer’s and our ISO:9001 QMS and supporting policies will be used to ensure employment and supply chain opportunities are managed and measured affectively against targets.

Tackling economic inequality

Kerv was founded to be an ethical business with the aim of achieving positive social impact through its commercial activity in the provision of software development, digital transformation and DevOps support services.

The ambition was encapsulated in our ‘Build Future’ mission statement to support the long term success of our clients, employees and community. We’re dedicated to a small number of vertical markets, of which NonProfit and Government are core sectors, and actively invest to give back to our customers, an example of which is our NonProfit and Government ‘powerUps’. This IP is donated free to NonProfit and Public Sector clients to solve the ‘common but hard’ problems, reducing costs and delivery times for projects utilising the Microsoft Power Platform.

We actively engage in such practices with Microsoft and have located our Birmingham office in Longbridge, which was ranked 1857 of 32,844 on the Index of Multiple Deprivation and is in the most challenged 5% nationally. We will continue to provide employment/training opportunities locally.

We operate in a high-growth sector, where skills are at a premium. We will continue to invest in initiatives to provide access to digital skills. For example:

• Generation UK offers fast-track training for young people from deprived areas, leading to apprenticeships. We have taken on 4 apprentices and are seeking to expand this.

• Power Platform school – a partnership with Microsoft to provide learning opportunities to adults from the BAME community. Activities include a charity Hackathon and mentoring programme, sharing lessons and skills from industry leaders.

• We target and develop opportunities through ongoing engagement with Microsoft’s Not for Profit community and clients such as Learnlight and the Scouts Association.

Equal opportunity

We support equal opportunities, encouraging employees to gain industry-recognised qualifications. We provide all staff fully funded Microsoft qualifications, vocational skills, leadership development, staff development and formal appraisals. Kerv celebrates Anglo/Indian heritage, encouraging all aspects of diversity.

In Kerv Digital India, women are represented above the national average. Whilst the gender pay-gap in both countries is far better than the national average we are targeting greater female representation through gender neutral job adverts and gender balanced interview panels.

To promote diversity and motivate teams, staff can work flexibly to promote a better work/life balance. Leave arrangements support religious festivals, maternity and sick leave requirements. Social channels via Teams ensure regular contact between UK and India staff, including a book club, cooking challenges, team games and a weekly ‘Icebreaker’ to introduce new staff. Benefits include an employee assistance programme, private healthcare, performance-related pay and share options. A Golden Globes-style ceremony recognises staff achievements.

Wellbeing

Kerv is a socially conscious business, which services clients and projects that have a positive social impact on society.

We’ve a strong cultural identity and mission statement that is ‘Build Future’, which means we always take the long-term view and invest in the success of our employees, local community and customers across our chosen markets of Non-profit/ membership & UK Public Sector.

We strive to operate to the highest standard and are committed to providing a positive workplace for staff and their physical and mental wellbeing.

As a plan of action: Our policies, processes and procedures are set-out in our Business Management System and Staff Handbook that provide guidance for day-to day activities, clearly upholding best practice and employee interests as part of our conformity to our ISO:9001, ISO27001:2017 and ISO27701:2019 standards.

Progress and output is reviewed by the Governance Team on a monthly basis and escalated to the Executive Board, as necessary.

Additionally, we’ve launched a Staff Wellness and Employee Assistance Programme, a staff driven and company funded initiative specifically focused on promoting mental and physical wellbeing. We have a dedicated Teams Channel and a dedicated section in the Company Newsletter to share numerous and various activities and events arranged for staff. Our success is measured by our Employee Satisfaction Survey results and our success is demonstrated by our employees voting us in 11th best place to work in the UK 2023/24 (Best Place to Work).

Pricing

Price
£73.80 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
https://trials.dynamics.com/

Contact: https://kerv.com/ email: frameworks@cloudthing.com tel: +44 (0) 121 393 4700
Link to free trial
https://trials.dynamics.com/

Service documents

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